Frequently Asked Questions
Everything you need to know about your New Rock order, shipping, and footwear care.
How do I determine the correct size for my New Rock boots?
All New Rock footwear follows standard European sizing. We recommend checking our detailed size guide on each product page, which includes measurements in centimeters. If you are between sizes, we generally suggest sizing up for the most comfortable fit.
Do you offer international shipping?
Yes, we ship our products worldwide. Shipping costs and delivery times vary by destination and are calculated at checkout. Please note that international orders may be subject to local customs duties and taxes.
What is your return and exchange policy?
We offer a 14-day return policy from the date of delivery. Items must be in their original, unworn condition with all packaging intact. To initiate a return or exchange, please visit our Returns Portal with your order number.
Are your products available in vegan materials?
Yes, New Rock offers a dedicated 'Vegan Collection' featuring footwear made from high-quality synthetic materials that maintain our signature durability and aesthetic without using animal products.
How long does it take for my order to be manufactured?
While many items are in stock and ready to ship, some custom or specialty models are handcrafted to order. This process can take between 30 to 45 days. Check the availability status on the product page for specific lead times.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and various 'Buy Now, Pay Later' options depending on your shipping region.