Return and exchange policy

Return and exchange policy

If you have changed your mind, all items must be returned or exchanged within the following timeframes:

  • Online purchase: 60 days from the date of delivery.
  • In-store purchase: 60 days from the date of purchase.

All items presented for a change of mind must meet the following requirements:

  • Item(s) should be returned unworn and undamaged with all the original tags attached.
  • Footwear should be returned unmarked and in their original and undamaged box and packaging.
  • If returning by post, please ensure to pack the item(s) securely to avoid damages during shipment.
  • Due to the individual nature of Made to Order (MTO) purchases, once your order has been placed, cancellations and amendments can not be accepted. These products are not able to be returned or exchanged for change of mind. (Please note the MTO service is currently unavailable).
  • Any returns purchased with a Westfield gift card will be refunded in the form of an R.M.Williams gift card.

Consumer guarantees

Our Change of Mind Returns and Exchange Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or compensation for the drop in value below the price paid.

If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at ACCC website.

Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.

Merchandise marked as seconds, sample product or RE•MADE product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.

R.M.Williams products are to be treasured and cared for. With proper maintenance they can be preserved for years of faithful, comfortable wear. For more information please see our Boot Care Guide and Boot Repair Service.

Return and exchange policy

Return and exchange policy

If you have changed your mind, all items must be returned or exchanged within the following timeframes:

  • Online purchase: 60 days from the date of delivery.
  • In-store purchase: 60 days from the date of purchase.

All items presented for a change of mind must meet the following requirements:

  • Item(s) should be returned unworn and undamaged with all the original tags attached.
  • Footwear should be returned unmarked and in their original and undamaged box and packaging.
  • If returning by post, please ensure to pack the item(s) securely to avoid damages during shipment.
  • Due to the individual nature of Made to Order (MTO) purchases, once your order has been placed, cancellations and amendments can not be accepted. These products are not able to be returned or exchanged for change of mind. (Please note the MTO service is currently unavailable).
  • Any returns purchased with a Westfield gift card will be refunded in the form of an R.M.Williams gift card.

Merchandise marked as seconds, sample product or RE•MADE product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.

R.M.Williams products are to be treasured and cared for. With proper maintenance they can be preserved for years of faithful, comfortable wear. For more information please see our Boot Care Guide and Boot Repair Service.

Return and exchange in-store

Return and exchange in-store

If you need to return or exchange an item purchased online or in-store, you can easily do so at one of our stores. Follow these simple steps to return your items in-store:

  1. Visit our store

    Bring your items to any R.M.Williams store. Find your nearest store here.

  2. Show proof of purchase

    Present your proof of purchase, such as the original receipt or online order confirmation, to one of our dedicated experts.

  3. Process your return or exchange

    Refunds will be processed to the original payment method. Please note it may take up to 5-7 business days for the refund to appear in your account, depending on your financial institution. Unfortunately, delivery fees are non-refundable.

Return by Australia Post

Return by Australia Post

If you need to return an item purchased online, you can easily do so free of charge via Australia Post. Follow these simple steps to return your items by Australia Post:

  1. Create a return label

    Generate your Australia Post return label

  2. Pack your items

    Securely pack your items and include the packing slip you received with your order.

  3. Post your parcel

    Drop your package at your designated return location. Australia Post stores can print your return label for you if needed.

  4. Refund processed

    Once we receive your items, we will process your refund. This may take up to 5-7 business days to appear in your account, depending on your bank. Please note that delivery fees are non-refundable.

As we do not accept exchanges by post, any eligible items returned by post will automatically be refunded.

Return by post

Return by post

If you need to return an item purchased online, you can easily do so free of charge by post. Follow these simple steps to return your items by post:

  1. Create a return label

    Contact the Homestead to request a return label

  2. Pack your items

    Securely pack your items and include the packing slip you received with your order.

  3. Post your parcel

    Drop your package at your designated return location.

  4. Refund processed

    Once we receive your items, we will process your refund. 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.

As we do not accept exchanges by post, any eligible items returned by post will automatically be refunded.

Return by post

Return by post

If you need to return an item purchased online, you can easily do so free of charge by post. Follow these simple steps to return your items by post:

  1. Create a return label

    Generate your return label

  2. Pack your items

    Securely pack your items and include the packing slip you received with your order.

  3. Post your parcel

    Drop your package at your designated return location.

  4. Refund processed

    Once we receive your items, we will process your refund. 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.

As we do not accept exchanges by post, any eligible items returned by post will automatically be refunded.

Return by Parcelpoint

Return by Parcelpoint

If you need to return an item purchased online, you can easily do so free of charge via Parcelpoint. Follow these simple steps to return your items by Parcelpoint:

  1. Create a return label

    Generate your Parcelpoint return label

  2. Print your return label

    Download and print your return label from the confirmation email. Remove any existing labels from the parcel.

  3. Pack your items

    Securely pack your return with the printed label affixed to the outside of the parcel.

  4. Visit your Parcelpoint location

    Bring your parcel to your chosen Parcelpoint location and present it to a staff member.

  5. Receive a confirmation mail

    You'll receive an email confirming your return once your parcel has been checked in at the Parcelpoint location.

  6. Refund processed

    Once we receive your items, we will process your refund. This may take up to 5-7 business days to appear in your account, depending on your bank. Please note that delivery fees are non-refundable.

Frequently asked questions

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.au/nz/
Contact the Homestead to request a 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.