New Rock Direct FAQ

Delivery Questions

Custom Made Questions

Return and Exchange Questions

Tax and Duty Questions



Delivery Questions

What is the delivery charge?
As we ship our products worldwide,(at our discretion) it would be impossible to list all delivery charges for each product to every country. If you would like to see our delivery charge for specific items you can simply add the selected product(s) to your basket and use the shipping estimator tool.
How long does delivery take?
Depending on your location delivery times vary but on average we ask you to allow a further 9 working days from the time of ordering for standard stock lines whilst custom made lines will be as stated on the individual product detail page.
How will my item be delivered?
We send all items through a trackable courier service and for security these require a signature on delivery. If you are not available to sign for your delivery the courier will make a second attempt without cost to you. We are not responsible for any costs associated with further delivery attempts and would suggest that if you are notified by the courier of a failed delivery that you then make contact with the courier to arrange a suitable delivery date and time.
Can I schedule a delivery date and time?
Sorry, we are unable to arrange a scheduled delivery date or time for the first delivery. However if you are not available to accept the initial delivery you will be notified by the courier and at this stage you can often arrange a more suitable delivery date.
Can you provide an express delivery service?
At New Rock Direct we can often arrange an express delivery however this depends on stock availability and the destination of the delivery. Please contact us for more information.

** Customers, please inform us within 21 days of receiving your tracking number if your item/s have not arrived at your destination.  If after 21 days you contact us about non-receipt of goods we are not liable for the lost parcel.**

**Custom made styles ordered after 14th November 2016 will be delivered after 25th December **



Custom Made Questions

Can custom made items be delivered quicker?
No sorry we are unable to offer an express service on any custom made product.
What is the production time of custom mades?
The estimated period of production is shown against each item in the detailed product pages in working days. Production times shown on this site are only approximate and goods can take longer to deliver on the rare occasions.
Can I get updates during the production period of New Rock Custom Mades as my order status shows "Processing"?
When we place an order for custom mades with the factory we will change the status of your order to "Processing". The factory do not presently provide us with updates on the state of production until the goods are dispatched from the factory and only at this stage can we provide further information. We will at this stage  provide you with a tracking number. We understand that it would be nice to be kept better informed during this period however the factory are not in a position to supply such information at this time.
What is the difference between custom made and custom built?
Custom made are products that are made to order based on a predefined specification that we are not able to change. Custom built products on the other hand are only available using our 373 custom builder using the options available in the design application.
Can you only make custom built 373's?
At this point in time we are only able to offer custom built 373's.
Can I return a Custom made or Custom built product?
Custom made and Custom built products are excluded from our no quibble returns and exchange policy as they are made to order. Therefore, are NON RETURNABLE FOR ANY REASON OTHER THAN IN THE UNLIKELY EVENT OF A FAULT, we are also unable to cancel a custom made order once the factory have received our order from you.
Custom made style colours will vary from screen to screen, also duo coloured styles will often show the original colour if scratched or otherwise. This is not a manufacturing defect. All colours shown are approxomate and whilst we endevour to match the colours this will often vary depending on the leather.
Custom made shoes and boots like standard styles are, generally standard European width fitting, however, if you are unsure of width fitting please contact us before purchase for advice.
Custom made styles if returned because of a fault will be sent to the factory for examination, if the factory advise there is no fault we will in some cases charge a re-stocking fee which could be as much as 30%, this will be deducted from your refund. If applicable we will charge a pick up cost if styles are not faulty, if customer requests this service.
Custom made styles, if faulty, will be sent back to the factory for repair in the first instance, if, however, the factory deem there has been a fault in production a new pair will be produced.  The manufacturer "Newrock" will examine the product before a decision is reached. 
Custom made orders cannot be cancelled if the factory have already started production of the style.It will state clearly on the site and on your order how long production will take, please make sure this is read and understood.



Return and Exchange Questions

How do I return a product?
For all UK orders we offer a no quibble 30 day refund policy that applies to standard stock lines only. Please see our returns page for full details.
How do I exchange a product?
For all UK orders we offer a 30 day no quibble exchange policy on standard stock lines only. Please see our returns page for full details.
Can I return a Custom made or Custom built product?
Custom made and Custom built products are excluded from our no quibble returns and exchange policy as they are made to order.



Tax and Duty Questions

Is tax included in all prices?
For all European Union orders all of our advertised prices are displayed to include VAT. For orders placed for delivery out with the European Union Vat will still be charged however you may be liable for additional tax at the time of import for which we are not liable.
Will I be charged import duty if I am not in the European Union?
For orders delivered out with the European Union import duties may be applicable. We are not liable for any such charges.