rmk_website_03_faq

Please see below for frequently asked questions!

All orders are shipped using Startrack from our Melbourne based warehouse. Orders placed before 2pm (EST) Monday to Friday will be dispatched and delivered to you the following business day to all major metro areas and capital cities in Australia. If your suburb doesn’t fall in this category, please allow 3-6 business days for your parcel to arrive. Orders placed after 2pm will be dispatched and delivered the following business day.

All ustralian transactions are trackable. Once your parcel has left our warehouse, you will receive an email from our carrier with your tracking information. Simply enter your tracking number at http://www.startrack.com.au

We use Startrack international shipping services that have 3-4 business day delivery time. Please note that shipping time varies per destination and does not include customs processing delays. You will receive your tracking code via email. All items can be tracked online at http://www.startrack.com.au

As stated in our terms and conditions, RMK does not cover the costs of returning goods or take responsibility for packages lost in transit or damaged. If you changed your mind, we will happily provide you with a refund (for full priced items only) or store credit (for sale items). We only offer exchange on full priced items. If you ordered the incorrect size or colour, we will refund you the price of your original order and you will need to purchase your correct size or colour online again.

All returns and exchanges must be authorised by our customer service team. You will need to contact sales@rmkshoes.com or call us on +61 3 9418 0100 or Free call Australia – 1800 999 919 prior to sending your order to RMK.

We have an Australian and International size guide available for you to follow as a guide. This chart is located at the footer of our website in the customer care section. If you have any further questions in regards to sizing, please email us at info@rmkshoes.com

Yes, you will have to cover the postage cost to return any items to us.

Sale items are not entitled to a refund but we will happily provide you with a store credit. If you wish to return a sale item, please contact our customer service team. You will need to contact sales@rmkshoes.com or call us on +61 3 9418 0100 or Free call Australia – 1800 999 919 prior to proceeding with a return. You will then be emailed a discount code for the original purchase price for you to use online within 12 months of issue date.

We do not usually restock styles once they are sold out. In the instance that the size or colour you were after is unavailable, then please email us at info@rmkshoes.com and we will try and locate a store that has your size available.

We accept payment via credit card (VISA and MasterCard) and American Express.

Yes, we accept phone orders Monday to Friday from 9am-5pm. Payment will be taken securely over the phone.

If you wish to return an item, you will need to do so within 14 days of purchase. Any items outside of this time period will not be accepted. Please also note that your items comply with the below before returning them to us:

  • The item is in its original purchase condition.
  • The item has not been worn or tampered with in any way.
  • The item is accompanied by the original purchase receipt/invoice.
  • Contact has been made with customer service within 14 days of purchase
  • Purchases was made at www.rmkshoes.com only

Item(s) that are worn, altered, washed, soiled or tampered with in any way will void our exchange policy and will not be accepted.

We aim to provide our customers with products of the highest standard and quality. In the unlikely case that you receive an item with a manufacturing fault then please email us at info@rmkshoes.com or call us on +61 3 9418 0100 or Free call Australia – 1800 999 919 and we can help resolve the problem as quick as possible. Please do not post your faulty item back to us without speaking to our customer service.

Purchases made online cannot be returned to one of our stores. You will need to contact customer service on info@rmkshoes.com or call us on +61 3 9418 0100 or Free call Australia – 1800 999 919 to confirm your return. Please also note, purchases made in store must be returned to one of our stores.

Once we receive your return, it takes 1-2 business days to issue you a refund. Once this is processed it may take another 2-4 business days for the money to appear in your account, depending which bank you are with. If you have not received your refund after 4 business days please contact info@rmkshoes.com for the status of your return

As soon as you place your order you will receive an email confirmation with your order details. We suggest you check the order to ensure all your contact details are correct. If you have paid for your order and not received an email, please contact customer service at info@rmkshoes.com or call or call us on +61 3 9418 0100 or Free call Australia – 1800 999 919.

We will be in touch with you via email once your return has been received by our warehouse and processed. You will then receive your refund or store credit where applicable.

If you have a discount code or store credit that is valid and you would like to use to make a purchase, you will need to enter this at checkout. Once you have added your items to cart, you will be redirected to your checkout page which will have an apply coupon section. Here you will need to enter your discount code or store credit exactly and click apply coupon to receive your discount. If you are having any problems entering this or your discount code is invalid, please check the date of the promotion expiry or contact our customer service team at info@rmkshoes.com

You can see the transaction is secure if you see a key lock at the bottom right of your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.