Frequently Asked Questions
Below you will find answers to our most frequently asked questions
How do I find the right size & fit?
Looks might be important, but fit and comfort are king. It doesn’t matter how wide, narrow, short or long your foot is, we are committed to helping you find the right fit. Read our size guides to help you to choose the right pair for you.
We are committed to helping you find the right fit, read our apparel size guides below to help you choose the right sizeMens Jeans, Trousers & Shorts
And remember, if the fit isn’t quite right, refunds are easy
REPAIR & CARE
How do I care for my R.M. Williams boots?
Every leather upper in every boot was originally a living, breathing skin and as a result, needs to be maintained like one. Treat it well, condition it and give it the occasional polish and it will not only last longer, but will survive whatever you throw at it.
How can I get my R.M. Williams boots repaired?
Whether it be resoling your boots, fixing your stitches, or replacing the iconic tugs and elastic, our Boot Repair Room is equipped to bring your RM’s back to life and you back on your feet.
How do I send my boots back for repair once I have made an online repair order?
- Following your purchase, create your Australia Post generated shipping label
- Enter your order number beginning with AU into the field and select 'other' as your Reason For Return
- Enter the address you wish to have your boots returned to
- Your label will then be sent to your chosen email address
- Print your Australia Post returns label. Don't have a printer? You can print your label at the post office - just present your returns label email (on your phone) at any Australia Post
- Carefully package your boots in a box or satchel - we recommend using a box to avoid any damage in transit, with the supplied Australia Post shipping label attached and pop the parcel in any Australia Post, post box or drop off in person at any Australia Post Office
- Once your boots arrive at The Boot Room our boot makers will make an assessment and begin the repair process
- Depending on the repair/s required your good as old boots will be returned to you within 4-6 weeks
- Please ensure if you have purchased more than one pair of boots to be repaired, you have completed two separate orders and packaged your boots in the two separate return satchels. You will need to generate 1 Australia Post shipping label for each return order. To ensure you get the correct repairs made to your boots
IN STOCK & 12 WEEKS
Why do you have different delivery timeframes for boots certain on the website?
Whilst we hold inventory for the majority of our boots, some styles are made specially for you in our Adelaide workshop. Delivery timeframes are clearly stated on the product page, in your basket and on your order confirmation.
What payment methods does R.M.Williams accept?
For information on payment methods in your region, view our Payment page
How many duties and taxes will I have to pay on international orders?
Don’t worry about additional charges as all prices are inclusive of customs duties and taxes.
Do you accept orders over the phone or email?
Whilst we try to make it as easy as possible for you to shop online we are also more than happy to take orders over email or phone. Simply contact our Customer Service team by calling +61 8 825 910 07 or emailing firstname.lastname@example.org
CHANGE OF MIND
Can I change or amend my order once it has been placed?
Don’t worry this can happen. We have a small window before your order is dispatched where we can attempt to update your order. The best and fastest way is to contact our Customer Service team by calling +61 8 825 910 07 or emailing email@example.com
DISPATCH & DELIVERY
Which destinations fo R.M.Williams ship to?
We currently deliver to Australia, New Zealand, United States, Canada, United Kingdom, Sweden, Switzerland, Denmark, Norway, Germany, France, Ireland and the Netherlands. You can also shop at one of our many stockists or retail stores worldwide.
Visit our Store Finder to locate your nearest store.
How long does delivery take & cost?
For information on delivery and shipping charges to your destination, view our Delivery Options
Deliveries and Courier Distancing
Startrack does not currently require a signature on delivery, however, someone will still need to physically accept the parcel as Startrack do not have authority to leave it unattended. If there is no one available to accept the parcel, the delivery agent will leave a card with details regarding how to collect the parcel from a local post office or to organise re-delivery from the Startrack depot.
How do I get free delivery?
Getting your R.M. Williams order delivered for free is simple. Free standard delivery is applied automatically (no promotional code necessary) when your order subtotal meets our minimum order requirement before any delivery charges or taxes have been applied, and after any discounts have been applied. Learn more about your delivery options and getting free Delivery
How can I track my order?
When your order is collected by our courier, you will receive an email from firstname.lastname@example.org with a tracking number to track your order.
If you have purchased more than one item, sometimes our team will dispatch your order in different shipments. In this case, you will receive separate emails with different tracking numbers for each shipment.
RETURNING YOUR ORDER
How do I return my order?
To make gifting easy this season, we have extended our free & easy returns for up to 60 days until the 17th January 2021. You have 60 days to decide whether to keep your items and if for any reason you need to send them back then simply follow the steps on our Returns & Refunds page.
Remember, returns are always free.
What is the R.M.Williams return policy?
We want you to enjoy the craftsmanship and quality of our products as much as we do. You have 60 days to try your items on in the comfort of your own home and if for any reason you need to send them back you can return any item (some exceptions apply) for free.
Visit our Returns & Refunds page for more information.
Will I be refunded the full value of my order?
Your refund will be issued to your original payment method.
Shipping costs are not refunded unless your items are faulty. All customs duties and sales taxes are non-refundable.
Where's my refund?
Once your return has been received, checked by our specialist and processed we will send you a confirmation email and issue a refund to your original form of payment method within 14 days.
Please note that if we do not receive a return form or proof of purchase with your return, then your refund may be delayed.
It may take an additional ten business days for your account to reflect the refunded amount. Check with your bank or financial institution to determine when they'll make your refund available.
What types of Gift Cards do you offer online?
DIGITAL GIFT CARDS: are sent via email and can be delivered on a specific date & can be purchased online.
How do I buy a physical gift card? Physical Gift Cards can only purchased in store.
How do I purchase a digital gift card?
AVAILABLE IN EUROS, USD, POUNDS, AUD AND DKK
1. Go to the Digital Gift Card page
2. Choose the value of the Digital Gift Card from the available options or select a custom amount
3. If ordering more than 1 Digital Gift Card for the same recipient email, choose your selected quantity
4. Enter your recipient name
5. Enter the recipient email
6. Enter the sender name (this could be you, or on behalf of someone else)
7. Enter a message to be sent with your Digital Gift Card
8. Schedule Delivery Date to either send immediately or for a special date
9. Click the ‘Add To Bag’ button
10. Go to checkout & complete your order
11. Your Digital Gift Card will be sent via email on your selected date to your selected recipient
How much money is remaining on my gift card? Visit the Check Balance page to see the remaining amount on your Physical or Digital Gift Card.
When does my gift card expire?
PHYSICAL GIFT CARD: The expiry is displayed on the back of the card
DIGITAL GIFT CARD: The expiry date is shown on the original email your recipient would have received
How do I redeem my gift card?
Online: Enter the ‘digital voucher code’ in the Payment section in the checkout. Your code can be found above the barcode, in the Digital Gift Card email sent to your recipient
In Store: Present the Digital Gift Card email (on screen or print out) at any R.M.Williams store*. This is the digital gift card email sent to your recipient which features the barcode. Please note: Gift Cards cannot be redeemed at any R.M.Williams outlets, clearance or concession stores e.g. Myer. See list of ‘Stores’ in our store locator
Do I have to use the whole value in one transaction? No. If the full balance is not spent in one transaction, the remaining balance will remain on your Physical or Digital Gift Card. You can view the remaining amount on your Gift Card on the Check Balance page.
Where do I find the card number to use in the checkout?
Physical Gift Cards: Enter the gift card number on the back of your Gift Card
Digital Gift Cards: The digital voucher code can be found in the Digital Gift Card email sent to your recipient which features the barcode. Search your email for the subject line ‘Your R.M.Williams Digital Gift Card has arrived’
I didn’t receive my Gift Card:
Digital Gift Cards: Please check the inbox of your recipient email address, including your junk folder
Search email for the subject line ‘Your R.M.Williams Digital Gift Card has arrived’ and sender email@example.com
Please make sure your selected delivery date has passed
If you still can’t locate the email, please contact customer service and provide them with your order number
ACCOUNTS & PRIVACY
Do I need to set up an account to place an order?
You can shop with us at R.M. Williams without creating an account.
However, register with us and you'll be able to enjoy the following benefits:
- Track your orders and review past purchases
- Add sold out items and products you love to your Wish List
- Save your address and card details so you can shop even quicker next time
Is my personal information kept private?
I FORGOT MY PASSWORD
I've forgotten my password, what should I do?
To reset your password, follow the 'Forgot your password?' instructions on the Sign In page. Please note, for security reasons we are unable to send your old password via email.
Does R.M.Williams have seasonal sales?
We offer seasonal sales throughout the year. Sign up to receive email updates on special promotions, new product announcements, gift ideas and more.
STORES & STOCKISTS
How can I locate my nearest R.M.Williams store or stockist?
Use our storefinder to find your nearest R.M.Williams store or stockist