Help & FAQ

How do I order online?

To purchase on the Rockwear website, just click on the item you wish to buy, select the size, colour and quantity you want and click "Add to bag". You can then go back and add additional items to your bag or click ‘View Cart & Checkout’ to complete your order. Keep in mind you will need your credit card details (Visa, Mastercard or Amex), including the billing address to finalize your online order. Or, if you are using PayPal, you will need your login details.

Currency?

All prices are shown and charged for in AUS$.

Why does the item in my bag now say it is unavailable?

Rockwear products are very popular and do sell out. Unfortunately when you add items to your bag it doesn't mean the item is reserved. The items will be available for anyone to purchase until you have checked out and paid. If you receive an error stating you cannot checkout due to an item being unavailable, you will need to remove this item from your bag so you can complete your order. Please feel free to Contact Us for support if needed.

Can I change/cancel my order?

You can change your order while you are still browsing and shopping. You will need to go to "My Bag". Here you can delete a product by clicking on the "X" next to the "Qty" field, or change the quantity by clicking the "up" or "down" arrows.

We want to get your order out to you as soon as possible, so once you have clicked the "Process Order" button and your order has been confirmed it has already been sent to our warehouse to be picked and packed. It's not possible at this stage for you to change or cancel your order. Once you receive your order just follow our returns instructions in the Refund Policy section of our website if you want to return an item.

What do I do if the item I am looking for says it has "Sold Out"?

Rockwear styles can sell out quickly, especially during sale periods. If you’ve seen something you really must have, then we suggest you order it straight away.

However, if the item you are after is out of stock you can contact us on 1300 476 259.

What payment methods do you accept?

We accept payment by VISA, MasterCard, AMEX (please note that a 2% surcharge applies to AMEX payments).

You also have the option to buy now and pay later with Afterpay. Just choose Afterpay as your payment option at checkout.

Your card will be debited as soon as your order is processed. The transaction will appear on your statement as Rockwear.

Unfortunately, we don't accept cheques or money orders.

Introducing Afterpay

Why Wait? You can now get what you want now and pay it off over 4 x fortnightly payments! There is no interest & your order is shipped straight away.

Note: Afterpay is only available on Australian orders.

Paying With Afterpay

Why Wait? You can now get what you want now and pay it off over 4 x fortnightly payments!

There is no interest & your order is shipped straight away.

Steps:

  1. Select afterpay as your payment method at checkout.
  2. Get your instant approval online .
  3. Receive your goods immediately and pay them off in 4 equal installments.

What You Need:

  1. An Australian Visa or Mastercard
  2. Be over 18 Years of age
  3. Live in Australia

The Details:

  • Afterpay payment may only be used on orders over $80 and up to the value of $1000
  • If you fail to make a payment on the due dates, you will be charged a late fee of $10 and an additional $7 fee if your payment remains overdue a week later.
  • Afterpay is a third party and by utilising this payment method, you are entering an agreement with them. Refund times and processing are managed by Afterpay and not Rockwear.
  • Refunds may be made by returning your item(s) to our online store or in-store at any Rockwear destination - you will just need to bring in your Afterpay reference number.
How secure is my credit card and personal information?

Your security while shopping online with Rockwear is really important to us, and we’ve taken all reasonable measures to make sure your credit card and personal details are kept safe at all times.

All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption.

To check that the page you are viewing is secure, look for a green padlock icon at the bottom right hand corner of your screen.

Can I see my past orders?

Yes, just Login to the website using your email address and password and on the "My Account" page you can review your recent orders.

How do I let you know if my details have changed?

Just Login to the website using your email address and password and on the "My Account" page choose the "Update my details" button. Make sure you save any changes you make.

How do I know what size I am?

Rockwear has a sizing guide on product pages or you can visit the Size Guide section of our website. Our sizes are represented in Australian sizes and in our size section we give you an indication on how to measure yourself so you can find your fit.

What is Rockwear's policy on returns and exchange?

Returns couldn’t be easier! Just visit one of our stores Australia wide for FREE in store refunds and exchanges. Rockwear is happy to provide a full refund for change of mind purchases, provided you have a receipt as proof of purchase, the item has not been worn or washed, and the swing ticket is still attached to the garment.

If you can’t make it to one of our stores you returns can be made via mail to Rockwear P O Box 549 Biggera Waters, QLD 4216. Unfortunately exchanges cannot be processed through the online store. If you are after a different product to the one you ordered, you will need to accept a refund and reorder if processing through our online store.

In the event of having no receipt and/or a missing swing ticket, we will happily provide an exchange or a credit note, provided the garments have not been worn.

If a garment is faulty and provided you have proof of purchase, you are fully entitled to a refund.

If you need further details please view our detailed returns policy page.

Which countries does Rockwear ship to?

Rockwear is proud to provide international shipping to many parts of the globe.

Customs & Duty

Please note that when you are buying garments from another country you will need to check with your local customs office in regards to what, if any, duty you may be liable for when the garments arrive. As the receiver of the goods, you are the one who will be asked to pay the duty, not the sender. Different countries have different limits on the value of packages received from overseas. Marking the package as a gift, etc, makes no difference. Duty is calculated on the declared value of the item regardless of what it is. We cannot be responsible for any customs delays in your country.

Korean customers please note:

We no longer ship to Korea. Please refer all order enquiries to our exclusive distributor:

SEAN&IVY NL Co.
SUITE 203, 2ND FLOOR,
509-6 OK-DONG BUILDING,
SHINSA-DONG, KANGNAM
GU, SEOUL,  KOREA

How much does delivery cost?

Australian Domestic Orders
Rockwear charges a flat rate of $10.00 for standard delivery on all orders and $15.00 for express delivery within Australia. But if you register with us orders over $125 with standard delivery will be delivered for FREE. (However from time to time Rockwear reserves the right to offer free delivery.)

New Zealand Orders
Rockwear charges a flat rate of $20.00 for standard delivery on all orders. But if you register with us orders over $150 with standard delivery will be delivered for FREE. (However from time to time Rockwear reserves the right to offer free delivery.)

How long will it take for my order to arrive?

Please note delivery times may be delayed by an extra 2-3 working days due to public holidays.

Australian Domestic Orders

Express orders can take 1-3 business days and standard orders can take 3-5 business days depending on your location.

New Zealand Orders

Standard orders can take 3-5 business days depending on your location.

Which courier company do you use?

Australian Domestic Orders

We use Australia Post for all our deliveries.

New Zealand Orders

We use Star Track and its affiliates for all our international deliveries.

Can I track my order?

Australian Domestic Orders
Yes, once your order has left our warehouse you will receive an email with a tracking number and a link to the Australia Post website.

You will also be able to see the status of your order if you Login to the website here.

New Zealand Orders
Yes, we use Star Track for all our New Zealand deliveries. Once your order has been dispatched, we will send you a shipping confirmation email with your tracking number. Please note the number will not be traceable for at least 4 hours.

You will also be able to see the status of your order if you Login to the website here.

If there is a problem with my order who do I contact?

By Email

If there is a problem with your order, please email us at rwonline@rockwear.com.au.

By Phone

International: +61 2 9699 0888

We are here for you Monday to Friday 9:00am - 5:00pm (AEST). Please note customer service will be closed on all public holidays. During heavy sale periods delivery times may be delayed by an extra 2-3 working days.

What is the best way to view the Rockwear website?

Rockwear Online has been developed to look best with a resolution of 1024 x768 and works on both Windows and Macintosh operating systems. We support a range of browsers including Safari, Firefox, Chrome and Microsoft Internet Explorer versions 6, 7 & 8 using Adobe flash player 9.45 and above.

Our site does not support certain Chrome Browser extensions such as UBlock. Please disable these extensions or whitelist our site if you experience issues. You may experience certain display issues if using the Opera browser.

Operating System

Internet Explorer 8, 9 & 10 & above

Firefox 25 & above

Safari 5.0 & above

Chrome 5.0 & above

Windows 2000, XP, Vista, 7

 Yes

Yes 

Yes

Yes

Macintosh OSX 10.2 and above

NA

Yes

Yes

Yes

If you choose to use an operating system or browser not listed you may experience difficulties.

What is Borderfree?
Borderfree is a groundbreaking global ecommerce solution that allows us to present our international shoppers with product prices in the currency of their choice, aggressive international shipping costs, and the lowest possible guaranteed order total. The Borderfree solution allows us to serve the best possible shopping experience to our international customers, so you can always buy from us with certainty.
Can my order be delivered internationally?
Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in more than 200 countries and territories, with support for many more coming soon. As an international shopper, you now get the benefit of seeing product prices in your local currency, guaranteed order totals at checkout and no hidden fees, cost-effective international shipping, and much more.
How will I know how much my order will cost?
Just add items to your basket and click select to check out. Borderfree calculates and displays the order total in your preferred currency, including all shipping costs from our warehouse(s) to your selected international destination, as well as any applicable duties and taxes imposed by Customs and revenue authorities in the destination country.
Are there any additional costs that will be due upon receipt of my order?
As long as you select to prepay duties and taxes, the order total presented at checkout is the exact amount you’ll be billed by Borderfree, and there will be no additional costs due upon delivery.
What currencies does Borderfree support?
Currently, Borderfree supports billing in more than 60 currencies, with more being added on an ongoing basis. Click here to view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see products priced in your selected currency.
What payment options does Borderfree support?
Currently, Borderfree supports Visa, MasterCard, PayPal, and American Express, with additional payment options coming soon.
What are my international shipping options?
You will be quoted a specific delivery promise at the time of checkout that is based on your selected destination country and the shipping methods available for the items in your shopping cart.
How much does international shipping cost?
International shipping is calculated based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the Borderfree international checkout based on the items you are purchasing and your shipping destination.
When am I billed?
Your credit card will be billed by Borderfree when your international order is shipped.
How much duty and taxes are charged on international orders?
Duties (or Customs tariffs) are set by the destination country Customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree international checkout.
Are there any items that cannot ship to my country because they are restricted?
If for some reason there are any items that cannot be exported from the United States or imported into your destination country selection, Borderfree will notify you during the checkout process.
How can I track my international order?
You can track the progress of your international package(s) here.
What will my credit card statement say?
Your credit card will be billed by Borderfree and your credit card statement will read “BF*MERCHANT” where “BF” denotes the Borderfree network.
Can I purchase or redeem international gift cards?
Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for international orders.
Who should I contact if I have questions relating to my order after I have made a purchase?
Please contact us at rwonline@rockwear.com.au or +61 2 9699 0896 and Rockwear will gladly assist you with any questions relating to your international order.
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