CONTACT US | FREQUENTLY ASKED QUESTIONS

FAQs

1. Can I change my order?

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

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

4. I have a gift card, but don't know the balance. What do I do?

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

6. How can I get defective shoes repaired?

7. What can I do to preserve my shoes and improve their longevity?

FAQ Answers

1. Can I change my order?
Once the order has been placed, it cannot be changed online.

2. 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.

3. 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.

4. I have a gift card, but don't know the balance. What do I do?
For balance inquiries, please email consumercare@help.rockport.com or call 1-800-Rockport (1-800-762-5767). The Rockport Group no longer sells gift cards. We still honor existing gift cards.
Existing gift cards are intended for the purchase of Rockport, Aravon, and Dunham products at Rockport.com. A gift card may not be redeemed at Rockport.ca or at Rockport partner locations. A gift card may not be redeemed for cash except where required by law. A gift card will not be replaced if lost or stolen. Gift cards are issued by and is the property of The Rockport Company, LLC.

5. If I have a complaint, who should I speak to?
If the complaint is about an online shopping experience, please call our Rockport.com consumer care representatives at 1-800-Rockport (1-800-762-5767), or email consumercare@help.rockport.com. If the complaint is about a product you bought from a store, please get in touch with the store you purchased from.

6. How can I get defective shoes repaired?
We offer an extensive warranty policy to ensure complete satisfaction. Defective products purchased within one year can be replaced at no cost to you. Call 1-800-Rockport (1-800-762-5767), and we will exchange the product (if available) or provide credit toward another, should the product no longer be available.

7. What can I do to preserve my shoes and improve their longevity?
We offer a range of shoe care products that can be used to preserve your Rockport shoes before, during, and after use. For instructions on how to best utilize these products, please reference our in-depth shoe care guide. Alternatively, please reference our materials guide for a quick overview of what products can be used on our different shoe materials.