CONTACT US | FREQUENTLY ASKED QUESTIONS

FAQs

01. Can I change my order?

02. Can I return items to a store?

03. When do I get my refund once I have returned an item?

04. What should I do if my credit/debit card has been refused when placing an order?

05. If I have a complaint, who should I speak to?

06. How can I get defective shoes repaired?

FAQ Answers

01. Can I change my order?
Once the order has been placed, it cannot be changed online. If you want to change your order, please telephone 800.828.0545, and if it has not yet been processed we will cancel it and you can replace your order.

02. Can I return items to a store?
Yes, but only to authorized Rockport Concept stores and you must produce your order confirmation email as proof of purchase. Rockport Concept stores can be found using our store locator and are indicated by name and our rockport brand logo. All other trade account stores and third party stores will not accept online returns.

03. When do I get my refund once I have returned an item?
Once we have received the item into our warehouse we aim to process a refund onto the original payment card within two weeks.

04. What should I do if my credit/debit card has been refused when placing an order?
Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.

05. If I have a complaint, who should I speak to?
If it is about a product you have bought from our stores, please get in touch with the store you purchased from. If the complaint is about an online shopping experience please call one of our customer service representatives on 1.800.828.0545 (24/7 availability) or complete the form on the Contact Us page.

06. How can I get defective shoes repaired?
We offer an extensive warranty policy to ensure complete satisfaction. Defective products can be replaced at no cost to you. Simply bring your product(s), accompanied by the receipt to any Rockport location. We will exchange the product if on hand or provide credit towards another should the product(s) no longer be available.