Frequently asked questions
Order
To track your order, simply click here and enter your order number and email.
To track your order, simply click here and enter your order number and email. You can also track your order by visiting the DHL website and entering the tracking number sent to your email. For parcels shipped via DPD, track your order on their website using the reference number provided in your email.
We aim to fulfil your order as quickly as possible to ensure your new purchase can be delivered and enjoyed with minimal wait times. Due to this, cancellations, redirections and order amendments cannot be processed.
We aim to fulfil your order as quickly as possible to ensure your new purchase can be delivered and enjoyed with minimal wait times. Due to this, cancellations, redirections and order amendments cannot be processed.
In the unlikely occurrence that your goods are lost or damaged in transit, please contact us within 7 business days at Contact us. We will then launch a formal investigation with the courier company, once we have received confirmation that the delivery has not been successful our Homestead team will contact you with a resolution.
Delivery
If you have an order with multiple items, they may be delivered at different times based on availability. In this instance, your order will be split into multiple orders, and will be delivered separately under different tracking numbers. Each time your order is split, you will receive an email notification with the new order details. There will not be any additional shipping charges applied to split orders. For further information regarding your split order, you can log into your account, and go to ‘Orders’ to follow the journey of your order.
Unfortunately, we are unable to deliver to a PO Box or Parcel Locker. All deliveries must be shipped to a residential or business address.
Yes, R.M.Williams is delighted to offer click and collect at selected stores. During the checkout process, select the ‘Click and collect’ option and choose your preferred store for pickup. You will receive an email when your order is ready for pickup, allowing you to collect your items at your convenience.
To track your order, simply log into your account and go to ‘Orders’ to follow the journey of your order. You can also track your order by visiting the DHL website and entering the tracking number sent to your email. For parcels shipped via DPD, track your order on their website using the reference number provided in your email.
Your DHL tracking number is a unique blend of numbers and sometimes letters that allows you to track your shipment. Once you've completed your purchase, this tracking number will be sent directly to the email address you provided.
DHL deliveries: Yes, A signature is required for deliveries via DHL.
However,
if you
prefer to authorise delivery without a signature, you can adjust your
preferences
through your
DHL account. By changing these preferences, you agree to DHL's Terms and
Conditions,
and we will
not be liable for any loss or damage resulting from the delivery.
DPD deliveries: Deliveries via DPD also require a signature. If
you're
not home, the
driver might leave your parcel with a neighbour. If you know you won’t be home,
we
recommend
using this link to rearrange your delivery.
Yes, R.M.Williams will cover all import taxes and duties on behalf of our customers. However, please note that local sales taxes, such as VAT, will be added at checkout.
Yes, R.M.Williams is delighted to offer click and collect at all UK stores. During the checkout process, select the ‘Click and collect’ option and choose your preferred store for pickup. You will receive an email when your order is ready for pickup, allowing you to collect your items at your convenience.
While we aim to deliver across the UK, there are certain areas we are not able to deliver to. These include, but are not limited to:
- Jersey
- Guernsey
- Isle of Man
- Isle of Arran
While we aim to deliver across the US, there are certain areas we are not able to deliver to. These include, but are not limited to:
- Guam
- Remote US military bases and territories
Yes, a signature is required for deliveries via DHL. However, if you prefer to authorise delivery without a signature, you can adjust your preferences through your DHL account. By changing these preferences, you agree to DHL's Terms and Conditions, and we will not be liable for any loss or damage resulting from the delivery.
Yes, R.M.Williams will cover all import taxes and duties on behalf of our customers. However, please note that local sales taxes will be added at checkout.
We currently deliver to the following countries:
- Australia
- New Zealand
- United States
- Canada
- United Kingdom
- Sweden
- Switzerland
- Denmark
- Norway
- Germany
- France
- Ireland
- Netherlands
While we ship to the countries listed above, there are some localities within these countries where we are unable to deliver. These include, but are not limited to, the following:
- Australia: Norfolk Island, Christmas Island, Cocos Islands and the Australian Antarctic Territory
- United Kingdom: Jersey, Guernsey, Isle of Man and Isle of Arran
- United States: Guam
Please note that although you may be able to enter addresses in these locations during checkout, we are actively working to remove them from our system to avoid any confusion.
To deliver to a different country, select the correct country from the dropdown at the bottom left of the screen and complete your purchase on that country’s site.
Delivery fees are non-refundable. When a refund is processed for an item, the original delivery cost will not be refunded.
Gift Cards
Your digital gift card should arrive within 30 minutes of purchase. Please be sure to check the junk or spam folder, as the email may be directed there.
Scheduled digital gift cards are delivered to the recipient’s email by 8am AEST.
You can redeem your gift card online at rmwilliams.com.au, or at any R.M.Williams store*. Gift cards cannot be redeemed at any R.M.Williams outlets, clearance or concession stores e.g. Myer.
Online: Select ‘R.M.Williams gift card’ at checkout and enter your code.
Your
code
can be found
above the barcode in the email sent to the digital gift card
recipient.
In
Store:
Present
your digital gift card email, either on screen or as a print out, at any
R.M.Williams store*.
You can check your balance during the checkout process.
No. Please make sure you select the correct website for the country your
recipient
lives
in.
Gift cards purchased in Australia can only be redeemed in Australia.
Both digital and physical gift cards can only be redeemed in the market where they were purchased. E.g. If purchased in Australia in AUD, it can only be redeemed in Australia.
Physical gift cards
Treat your physical gift card as cash. Unfortunately, lost or stolen cards
cannot be
replaced or
refunded.
Digital gift cards
Treat your digital gift card email as cash. Unfortunately, misplaced digital
gift
cards will not
be replaced or refunded.
Exchanges and returns
If you change your mind, you have 60 days to return an item. Please ensure it meets our change of mind returns and exchanges policy.
Once we receive your returned items, we will process your refund to your original payment method. This may take up to 10 business days to appear in your account, depending on your bank. Please note that delivery fees are non-refundable.
Unfortunately, we are unable to process exchanges for online orders via postage. If you would like to exchange an item, you can visit one of our stores. If you’re unsure about sizing, we recommend purchasing two sizes, as we offer a free 60-day returns policy for your convenience.
1. Ensure the order number matches your order confirmation email
To correctly generate a returns label, please ensure you enter the order number
exactly as it's
displayed on your order confirmation email (this is from the sender: noreply@rmwilliams.com.au - with
title
'Confirmation of your order from R.M.Williams') or by logging into your online
account and
navigating to your orders section.
TIP: Make sure you match the exact characters, numbers, capitalisation and
spacing.
For example - Entering your correct order number:
Listed on your order confirmation: US0000017021 - (Correct)
Incorrect: us0000017021 (US should be capitalised)
Incorrect: US000 001 7021 (There should be no spaces
2. Ensure the postcode matches your order confirmation email
Please ensure you enter the postcode / ZIP exactly as it's displayed on your
order
confirmation
email (this is from the sender: noreply@rmwilliams.com.au - with
title 'order
confirmation') or by logging into your online account and navigating to your
orders
section.
TIP: Make sure you match the exact characters, numbers, capitalisation and
spacing.
For US orders, please make sure you enter the full 9-digit ZIP code found on
your
order
confirmation email including the hyphen between the primary ZIP code and the +4
ZIP
code, e.g.
10012-4296. (Note: this is not your primary 5-digit ZIP code).
For example - Entering your correct postcode/ZIP:
Postcode
Listed on your order confirmation: UV5T 259 - (Correct)
Incorrect: V5T259 (There should be a space)
Incorrect: V5T-259 (No dash on your order confirmation)
3. Ensure to visit the correct website to generate your return label, matching
the
site where
you made your purchase
| Country of return | Return label generator |
|---|---|
| Australian orders orders placed on rmwilliams.com.au |
Australia
post
return label Parcelpoint return label |
| New Zealand orders orders placed on www.rmwilliams.com/nz/ |
Generate a New Zealand Post return label |
| All other countries orders placed on these websites: Canada: https://www.rmwilliams.com/ca Denmark: https://www.rmwilliams.com/dk France: https://www.rmwilliams.com/fr Germany: https://www.rmwilliams.com/de Ireland: https://www.rmwilliams.com/ie Netherlands: https://www.rmwilliams.com/nl Norway: https://www.rmwilliams.com/no Sweden: https://www.rmwilliams.com/se Switzerland: https://www.rmwilliams.com/ch United Kingdom: https://www.rmwilliams.com/uk United States: https://www.rmwilliams.com |
International returns label |
If you require further assistance, please contact our Homestead team.
If you believe an item in your order is faulty, please contact our Homestead team as soon as possible. We will require clear images of the item and your order number to guide you through the assessment process and resolve the issue as quickly as possible.
Occasionally, we need to source your items from different dispatch locations, which means we will have to split your orders. If this happens, you'll receive an email with separate tracking details for each package.
If you think an item is missing, please contact our Homestead team with your order number and details of the missing item. We will resolve the issue as quickly as possible for you.
No, for orders placed online in Canada, Denmark, France, Germany, Ireland, the Netherlands, Norway, Sweden, or Switzerland, you must return your item via post using the returns label generator provided above.
No, for online orders in Canada, Denmark, France, Germany, Ireland, the Netherlands, Norway, Sweden, or Switzerland, exchanges are not available.
Items purchased from the Toowoomba sale can only be returned at the Toowoomba store.
Boot care and repair
Our Made To Order program is currently on pause.
As part of our ongoing focus on Australian manufacturing and artisanal craft, we are
continuously
reviewing processes at our iconic Adelaide workshop.
The Made To Order service is currently paused and undergoing a complete review to
improve the
experience for customers, and determine the best possible way for this program to
return in the future. As a result, we are not currently accepting new orders for Made To
Order
products, except for our exotics range, including crocodile and ostrich leathers, which
will remain
available to purchase.
The R.M.Williams boot repair service is currently available in Australia and New Zealand.
- Once you have purchased your chosen boot repair service, please create your shipping label:
- Australia: Australia Post shipping label
- New Zealand: New Zealand shipping label
- Enter your order number beginning with AU into the field and select “Repair Service” as your reason for return.
- Enter your contact details and address carefully, as once your boots have been repaired, they will be returned to this address.
- Your shipping label will then be sent to your chosen email address.
- Print your shipping 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 or New Zealand Post Office.
- Carefully package your boots in a box or satchel (we recommend using a box to avoid any damage in transit) with the supplied returns shipping label attached. Drop the parcel into any Australia Post or New Zealand post box, or at any Australia Post or New Zealand Post Office.
- If you intend to have more than one pair of boots repaired, you will need to generate a new shipping labels for each pair. Please place each pair of boots in their own box or satchel with the correct shipping label.
Boots must be sent to the R.M.Williams repair workshop within 2 weeks of purchasing a repair service.
Once your boots arrive at The Boot Room, our boot makers will make an assessment on the amount of work your boots require and begin the repair process. If more work is required on your boots, a member from our team will be in contact with you.
Our skilled craftspeople are eager to breathe new life into your boots. To assist them, we ask you to do the following prior to shipping your boots.
- Ensure the uppers are free from cracks, slices or holes
- Remove any inserts, orthotics or loose items inside the boot
- Clean uppers and soles ensuring they are free from any dirt or debris
- Enclose a note with your AU order number or print out your order confirmation
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
With regular cleaning and care, your boots can last for years to come. Look after your boots and they’ll look after you. To learn more on how to take care of your boots, please visit our boot care guide.
To ensure your boots are eligible for repair, the upper leather must be free from cracks, slices, or large creases. If your boots are in this condition, please refrain from purchasing a repair service or sending them in. If you need any clarification, feel free to reach out to our customer service team with images of your boots, and we’ll be happy to assist you.
Account
If you’re experiencing difficulties logging into your account or completing a purchase, we recommend the following steps:
- • Refresh your browser and clear your cache and history.
- • Use a different browser.
- • Open an incognito window.
- • Try using a different device.
We prioritise your security and apologise for any inconvenience this may cause.
If you continue to experience this issue, please contact our Homestead customer service team
To unsubscribe from our marketing emails, please use the unsubscribe link found at the bottom of any marketing email.
Please email our Homestead to request data removal.
To receive a birthday promotion, ensure you have signed up for an account with R.M.Williams and have subscribed to receive emails. Please provide your birthday details in your account settings prior to your birthday month.
We can only assign one account to each unique email address.
You need to sign in the same way each time to view your account. For example, if you've previously signed in with Google, please sign in with Google again.
The pricing variations you may have noticed on our websites can be attributed to
several
factors.
These include the rising cost of raw materials such as leather, the cost of our
manufacturing (most
of which takes place on Australian shores), exchange rate pressures and import duty
arrangements all
play into these pricing variations.
In doing so, we can continue to ensure the same high quality product that we are
renowned for, as
well as maintaining the wellbeing and effective operation of our teams, production
partners and
sources of raw materials.
We’re also employing more Australians than ever before and will continue to grow
this
number as we
honour our commitment to onshore manufacturing.
Our Homestead team is available Monday to Friday throughout the year, excluding public holidays in NSW, Australia. Please find the list of public holidays in NSW below:
| Holiday | 2024 | 2025 |
| New Year's Day | Monday 1 January 2024 | Wednesday 1 January 2025 |
| Australia Day | Friday 26 January 2024 | Monday 27 January 2025 |
| Easter Saturday | Saturday 30 March 2024 | Saturday 19 April 2025 |
| Easter Sunday | Sunday 31 March 2024 | Sunday 20 April 2025 |
| Easter Monday | Monday 1 April 2024 | Monday 21 April 2025 |
| Anzac Day | Thursday 25 April 2024 | Friday 25 April 2025 |
| King's Birthday | Monday 10 June 2024 | Monday 9 June 2025 |
| Bank Holiday | Monday 5 August 2024 | Monday 4 August 2025 |
| Labour Day | Monday 7 October 2024 | Monday 6 October 2025 |
| Christmas Day | Wednesday 25 December 2024 | Thursday 25 December 2025 |
| Boxing Day | Thursday 26 December 2024 | Friday 26 December 2025 |