Frequently Asked Questions
You can find answers to some of our most frequently asked questions below, simply click on the topic to view the questions and answers.
- Our Products
- My Account
- My Order
- Boot Care and Repair
- Gift Cards
- Supply Chain
How can I get a pair of custom made boots?
Simply contact our Customer Service team on +61 8 8259 1007 or email firstname.lastname@example.org or by visiting your local R.M.Williams retail store. They will be able to help you select the style, material and fit you require for your bespoke pair of R.M.Williams boots.
I am looking for a product but I can’t see it online – how can I order it?
Please contact our Customer Service team on +61 8 8259 1007 or email email@example.com, they will be able to help you locate the item you are after.
Where are your products made?
Our iconic boots, leather accessories and craft and a lot of our apparel are still made in our factory in Adelaide. R.M.Williams has been making some of its product offshore since 2001, a decision which was made in consultation with our founder, Reginald Murray (RM) Williams.
You can read more about our company ownership and where our product is made in the About Us section.
How are your boots made?
R.M.Williams Boots are handcrafted the same way they always have been, from a single piece of quality leather and with a single seam at the back of each boot.
What is the difference between leather sole, comfort sole and comfort dynamic flex sole?
When you are deciding on which boots you want to buy, you will be able to choose from various sole types. Our most common sole types are listed below with a brief explanation of how they are made and what conditions they are suitable for:
Leather sole – Premium dress boot sole. Sewn leather welt sole construction. Breathable leather innersole.
Comfort sole – Perfect for everyday wear. Sewn welt plain non-slip composition rubber sole with comfort innersole.
Dynamic Flex Comfort Sole – Perfect for dress wear. Sewn welt with composition leather and rubber sole. Comes with a removable, supportive innersole.
What material are your boots made from?
Our boots are made from the world’s finest leathers, which are a natural product with flexibility and resistance to wear and tear.
There’s a reason leather has been the material of choice for foot-protection for over 70,000 years, even in the face of numerous technological advances. These days we have access to a variety of high quality leathers that each suit a variety of different lifestyles. Some of our most popular leathers include:
|Versatile fine grained leather from yearling aged cattle. For dress and light work boots.|
|Kangaroo||The strongest leather for its weight. Fine grained and chrome tanned, Kangaroo polishes up for a stylish boot.|
|Veal Calf||Full aniline, fine grained leather. Veal Calf has a superb high shine finish ideal for dress boots.|
|Suede||Leather crafted to a lighter weight and suede finished. For dress or smart casual boots.|
|Greasy Kip||Heavy weight, chrome tanned, durable leather. The leather is infused with oils during tanning to make it water-resistant.|
|Willow||A chrome tanned, aged oxhide. Heavyweight and durable, Willow does not require lining.|
|Desert Kip||A full, heavy weight, chrome tanned leather suede. Usually comes unlined.|
|Vesta||Water-repellent and highly durable with a matte finish.|
|Ostrich||Lightweight yet strong, Ostrich leather is one of the most exotic leathers in the world. It has a distinctive quill pattern and soft feel.|
|Crocodile||Rare and luxurious, Crocodile is a leather synonymous with prestige and style. Unique, intricate scaling patterns ensure a stunning look and feel with a high-end finish|
|Distressed||A full grained, heavyweight leather that does not require lining. Suitable for dress and work boots.|
|Bass||A heavy weight and durable leather. Highly suited to work boots.|
Why can’t I buy Stockyard online anymore?
We have decided to focus this range on where the majority of our Stockyard customers are, which is in more regional areas. You can find it in R.M.Williams stockists and on the Longhorn Express. Our Clearance stores are also packed full of Stockyard gear. For a list of stockists, have a look on our Store Locator.
Why can’t I buy R.M.Williams car accessories anymore?
We are not selling our car gear in R.M.Williams retail stores anymore (including on our website or in clearance stores), however the range is available in selected auto retailers and stockists.
Do you sell children’s products?
We no longer sell children’s products except for baby booties which you can purchase online or at your local R.M.Williams Store.
Can you make boots for wide feet?
It doesn’t matter how wide, narrow, short or long your foot is, we’ve got the perfect fit for you. All you need is one of our specialist boot fitters in store to help you find it. We cater to all sizes from 1 to 17 and also feature a variety of widths all the way from C to X. (C XXX Narrow, D XX Narrow, E Extra Narrow, F Narrow, G Regular, H Wide and X Extra Wide).
How do I know which size to order?
When choosing your products online, please check any sizing queries against our measurement chart. We have a size chart and an at home measuring guide to help you clearly determine the best size for you. Please note we have different sizing for men and women. For full details, please consult the sizing chart on your product page.
I have previously purchased boots from R.M.Williams. Should I order the same size for a different style?
Some of our boots are uni-sex, which means they are made using a men’s sized last. We recommend checking which sized last the boots are made from.
My foot measurements are in between two different shoe sizes of the sizing table. What should I do?
The best rule of thumb is to order to the larger size. It is easy to adapt a slightly roomier shoe by inserting an insole for a better fit and comfort.
One of my feet is bigger than the other. What size should I order?
We recommend ordering the larger of the two sizes.
What sizes do you offer?
We cater to all sizes from 1 to 17 and also feature a variety of widths all the way from C to X. (C XXX Narrow, D XX Narrow, E Extra Narrow, F Narrow, G Regular, H Wide and X Extra Wide).
I have forgotten my password how can I reset it?
Yes, simply click on the forgotten password link and you will receive an email to reset your password. If you are having difficulties accessing your account, please contact firstname.lastname@example.org
Do I need to set up an account to make an order?
You don't need an account to place an order - simply checkout as a guest. We recommend creating an account as you can then save your order and delivery details.
How do I make a purchase?
• Use the MENS or WOMENS links.
• Once you have found an item, choose your size and click on the 'ADD TO BAG' button on the product page.
• Review the items in your shopping bag by clicking the 'SHOPPING BAG' icon at the top of the page.
• Click on 'CHECKOUT' button to complete your order.
I’m having trouble placing my order online.
If you are having difficulties placing your order online, there are a number of options, you can call our Customer Service team on +61 8 8259 1007 or email email@example.com.
I would like to place an order, but I live overseas, how do I go about this?
We currently only ship to Australia, New Zealand, United States and United Kingdom. We will be expanding our network but in the meantime please contact our Customer Service team via email firstname.lastname@example.org or call +61 8 8259 1007 with any queries for your particular region.
Once I have placed my order, can I change it?
Once you have placed your order you will not be able to change it online, however you can email email@example.com or call +61 8 8259 1007 and our Customer Service team may be able to assist you if your order has not been fulfilled.
Can I track my order?
Our freight partners offer tracking, you will receive an email once your order is shipped with a link to track your delivery.
Which payment methods do you accept?
Please visit our Payment page for more information.
Can I pay by Direct Deposit or Cheque?
Please contact our Customer Service team by email firstname.lastname@example.org or call +61 8 8259 1007 to discuss alternative payment by Direct Deposit or cheque.
Is it safe to use my credit card online?
Yes, we have partnered with Cybersource, the industry leading payment protection and security solution to ensure you are protected when purchasing online.
Can I choose the currency I pay in?
All products on the website are displayed in your region specific currency but you may pay with your preferred credit card or via PayPal in alternative currencies.
Can I pay via lay-by?
We do not accept lay-by through our online store, however Afterpay can be utilised an installment payment method. Further information on Afterpay is available here.
Can I return an Afterpay purchased item?
Yes, the standard R.M.Williams return policy applies.
Online returns - simply lodge your return through the normal process and once the item is returned to our warehouse we will notify Afterpay to release the payments you made back into your nominated account.
In-store returns - simply return the product to the store it was purchased from.
*Please note: We will only be able to process your refund through Afterpay once your return reaches our warehouse and gets processed. You may still need to make payments while your return is coming back to us or waiting to be processed, but everything you pay for the returning items/s will be refunded once processed through our system.
What if I can’t pay an instalment?
If you fail to make a payment, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid. Please see Afterpay terms and conditions here.
What if my Afterpay order does not arrive?
Simply contact our Customer Care team and they will assist you in locating the parcel.
If I don’t have a credit or debit card can I still use Afterpay?
Unfortunately not. Afterpay require a Credit or Debit card in your name to be supplied in order to use their services.
Is Afterpay a credit card?
No. Afterpay is simply lay-by like service that will charge an existing credit or debit card for the 4 instalments of your order, you can wear now and pay later.
What if I have a problem with my Afterpay payments or account?
You will need to contact Afterpay directly in relation to anything issues regarding your purchase.
Can I use Afterpay in stores?
Afterpay is currently available in Australia & New Zealand at the online store and in R.M.Williams Australian retail stores, when you download the app.
When can I expect delivery of my order?
Estimated delivery timeframes for all regions are 3 - 7 business days.
Once I have placed my order, can I change my shipping address?
Once you have placed your order you will not be able to change the shipping address online, however you can contact our Customer Service team by email email@example.com or call +61 8 8259 1007 who may be able to assist if your order has not already been dispatched.
Do I need to sign for my delivery?
Yes, all orders must be signed for on delivery.
Do I have to pay duties and taxes for international orders? What are these?
Taxes and duties are calculated according to your shipping destination and are pre-paid at the time of purchase, you will be able to view the duty & tax and shipping charges that apply to your order at checkout.
What is freight for international purchases?
International freight varies depending on the destination. For more information please refer to the Shipping section of our website.
I am ordering from outside Australia, can I get a Kangaroo items sent to me?
Due to import restrictions, we cannot send Kangaroo to California. For more information, please email firstname.lastname@example.org or search for your nearest R.M.Williams store using our Store Finder tool to make your next purchase outside of Australia.
How can do I go about returning my Products I purchased online.
Please visit our Returns page for more information.
I’ve placed an order but received the incorrect size/colour?
If you have received a size or colour that does not reflect your original order, please follow the steps on our Returns page and highlight that you have received the wrong colour or size as the reason for your return. We will arrange an exchange at no extra cost.
I need to exchange an item as I chose the wrong size/colour/product. How do I do this? Why do I have to pay for postage to get it to you and then pay to get it back to me again?
If you would like to exchange an item, you will need to return the original item and repurchase your preferred size/colour/product.
Where would my closest retail store be?
You can search for your closest R.M.Williams retail store on our website using the Store Finder.
Can I exchange my products in a retail store?
Yes, please retain your tax invoice for an exchange within 30 days.
I had an experience in your R.M.Williams store and would like to pass on feedback – how do I go about this?
We appreciate all feedback. Please contact our Customer Service team on +61 8 8259 1007 or at email@example.com.
I love your brand/product and think I would be a great fit in your team. How do I express my interest in working for you?
Please send your CV to firstname.lastname@example.org.
What’s the best way to break in my boots?
- Allow the two ‘tugs’ to take the strain when pulling on your elastic sided boots; this will keep the back strong and spread the strain over the ‘tugs’ and the elastic.
- Wear your boots, if possible, in dry conditions on the first few occasions. Fine leather boots can require a full day to dry out from natural perspiration.
- If your footwear becomes saturated with water, allow them to dry naturally; never use direct or forced heat, as this will damage the upper and may damage the sole.
- Mud or dirt should be removed from footwear when still wet, using a damp cloth and then waiting until dry before cleaning and polishing.
How do I care for my leather boots?
- R.M.Williams Leather Conditioner should be applied regularly to leather footwear (every six weeks in humid conditions or as the leather becomes dry). This will help maintain supple leather uppers and prevent cracking and excessive creasing.
- R.M.Williams water based polish should be used to obtain a shine.
- The use of any alcohol or oil based care products may cause damage to the leather which could result in voiding the warranty.
How do I care for my suede boots?
R.M.Williams Suede Protector should be applied to suede footwear prior to wear and R.M.Williams Suede Cleaner should be applied as required.
What is the best way to store my boots?
Products stored in humid environments must be dried naturally before storing, and must have adequate ventilation to avoid the growth of mould on the leather.
*Please remember that modified boots, or the incorrect use of your boot care products may void any claim.
How do I get my boots repaired?
Repairing your boots in good time is a practice worth observing. R.M.Williams offers a factory repair service using the same methods that were employed in the original making of your boots. Simply drop your boots into your local R.M.Williams retail store or contact Customer Service to arrange a repair.
Find out more information on Boot Repair here.
How long does it take for a boot repair service?
Depending on the urgency of your repairs and what is required, you have two options available:
- A standard boot repair will be returned to your nearest R.M.Williams retail store within 1 – 3 weeks.
- A premium boot repair (resole and heel only) will be returned to the store within 72 hours and incurs a surcharge. Boots must be received in store before 12pm weekdays.
What types of boot damage/wear and tear can be repaired?
Each boot sent to our Repair Team is individually assessed and from there we will offer our recommendation and assistance. The same boot makers who originally made your boots can redress the leather upper, replace the elastic, the tugs and resole your boots.
Do you have any approved repairers aside from getting them fixed in the factory?
Yes. We have suggested boot repairers in Australia and the UK, however we encourage sending them back to the R.M.Williams factory so that the original boot maker can assess and repair your boots. Our prices are very competitive and in line with other repairers. Customer Service can recommend boot repairers if you are unable to return your boots for service.
I would like to send a Gift Card to a friend, how can I do this?
You can find out more about purchasing Gift Cards online here, you can also purchase gift cards at R.M.Williams retail stores in Australia.
Can I use my Gift Card online?
Yes, simply enter your Gift Card number at the checkout.
Can I use more than one Gift Card in one online order?
No, you can only use one gift card per transaction at the online store.
Can I get an email copy of a Gift Card?
Unfortunately, we only offer physical Gift Cards.
Where can I redeem my Gift Card?
Gift cards are redeemable in the country gift card purchase, at all R.M.Williams retail stores, R.M.Williams clearance stores, the R.M.Williams Longhorn Express and on the R.M.Williams website. Please note you cannot use R.M.Williams Gift Cards in Myer Concession stores or independent stockists.
Can I use my Gift Card at a Myer concession?
R.M.Williams Gift Cards are not valid in Myer concession stores.
How many Gift Cards can I buy at one time?
There is no limit to how many Gift Cards you can purchase at one time.
I would like R.M.Williams to sponsor an event I am organising, how do I apply for this?
Simply complete a Sponsorship form and email it to email@example.com. Find out more on sponsorship here.
How can I get a pair of custom-made boots?
Use our craftsmanship and your personal style to create your very own R.M.Williams Bespoke boot from a unique range of handpicked leathers, soles and components.To start creating click here.
Alternatively visit an R.M.Williams Bespoke store where one of our specially trained Bespoke Specialists can help you select the fitting and style that best suits your requirements. We recommend phoning for an appointment first.
For a full list of R.M.Williams Bespoke Stores, click here.
Where are your R.M.Williams Bespoke boots made?
R.M.Williams Bespoke boots are handcrafted in our workshop in Adelaide, South Australia, from a single piece of quality leather, with a single seam at the back of each boot.
When will my R.M.Williams Bespoke boots be delivered?
Your bespoke boots will be delivered within 8 weeks of your order. Our Bespoke Specialist will be in touch when your boots are being made to confirm your order and delivery time.
Can all leather options be shipped overseas?
Products made from exotic skins (crocodile and ostrich) cannot be shipped outside of Australia, New Zealand or the United Kingdom due to jurisdictional laws. For more information please refer to https://www.cites.org/.
Once I have placed my order, can I change my mind?
Due to the Bespoke nature of your purchase, once your order has been placed, we are unable to cancel or amend the order.
Can I return or exchange my R.M.Williams Bespoke boots?
We are unable to accept returns or exchanges of Bespoke purchases except where the item is damaged or faulty or delivered incorrectly through an error by R.M.Williams.
Can I personalise my R.M.Williams Bespoke boots?
R.M.Williams Bespoke boots created with a leather sole can be personalised. You can choose a maximum of 14 characters per boot, however offensive content will be refused.
Dynamic Flex and Rubber soles cannot be personalised.
How do I care for my R.M.Williams Bespoke boots?
Your R.M.Williams Bespoke boots will include a care kit and instructions specific to the boot you have created.
Who can I speak to about my R.M.Williams Bespoke order that I have placed?
Please contact our Bespoke Specialist on firstname.lastname@example.org or +61 8 8259 1000.
Integrity is fundamental to the R.M.Williams Company.
Integrity means being Honest and Truthful to our Company, our employees, supply partners and customers.
R.M.Williams is committed to the highest standard of business conduct in our relationship with each other, our customers and suppliers. This requires that we conduct our business in accordance with the applicable laws and regulations whilst always maintaining the focus on our honesty and strong moral principles.
R.M.Williams is committed to undertaking annual Factory Audits which are conducted by an International Recognized Auditing Company on our behalf to ensure that not only R.M.Williams, but all our suppliers abide by the laws and regulations of each country they conduct business in, as well as this they must agree to regular inspections by the appropriate R.M.Williams employee representatives.
All R.M.Williams suppliers are required to sign the following, The Suppliers Code of Conduct, and The R.M.Williams Suppliers Agreement stipulating the terms and conditions required to be a supplier.
Using these key principles helps each of us in this endeavour by providing a statement outlining the fundamental principles, key policies and procedures that govern the conduct of our business.
The way we deal with our customers and suppliers builds long-term trust and ultimately determines our success. We will endeavour to deal fairly with Companies, Customers and Suppliers. We will never take unfair advantage of others through manipulation, concealment, abuse of privileged information, misrepresentation of material facts or any other unfair dealing practices.
For a list of our Suppliers who have followed the above and have been approved as official suppliers to R.M.Williams click here.