FAQs
If you have another question, please send us an email, give us a call or send us a message on Facebook!
What’s your email?
Our general email for customers is info@rosenbergshoes.com, please send us an email about any queries, questions or problems you may have, and one of our staff members will respond.
What’s your phone number?
You can call us on (03) 9510 2843 or 1800 334 010
Do you have a physical store?
Yes, our store is located at 65 Chapel St, Windsor, Melbourne, Victoria, 3181. We are open Monday-Saturday.
Do you ship from an offsite warehouse?
No, all our stock is kept at our store on Chapel St. If you see something online, you are welcome to come in and try it on.
How much does postage cost?
Postage to all states in Australia is only AU $10.00; no matter how many pairs you get! We ship all our orders through Australia Post.
Help! I need shoes urgently; can I get them sent express?
Please ring us directly on (03) 9510 2843 and we will calculate express postage.
For more detailed information on postage, please read our page on Postage.
Do you ship overseas?
Yes! International postage is available but the fee will vary from country to country. We charge $80 as our base fee, and we will contact you once we’ve calculated the full shipping cost. You may be partially refunded; we encourage you to contact us before you place your order to get a more exact figure. Please note there may be customs import tax duties beyond the control of Rosenberg's and we are not responsible for them.
How long will my order take to arrive?
Where stock is immediately available all orders placed before 2pm (AEST) Monday to Friday, will be dispatched on the same day. Orders placed after this time will be dispatched the following working day. A shipping confirmation email will be sent to you as soon as your order leaves our premises. We send all packages through Australia Post and once the package leaves our premise we have no control over it. You can calculate Australia Post shipping times from this link
What happens if the shoes I order are out of stock?
As we operate our Chapel St store 6 days a week, sometimes stock is sold in store before our website has the chance to update. If this happens, we will call or email you immediately to arrange a different size or colour, or to organise a refund. If you’ve ordered more than one pair, we will hold the order until we’ve spoken with you.
I bought some shoes, but they don't fit or I don't like them, can I return them?
Absolutely. We require shoes to be returned unworn and in their original box. If you ordered online, we send a returns form in the box. Please make sure you fill out all the information, you can download a new one here.
For a refund, we require them to be back within 2 weeks of you receiving them. Shoes that are returned outside of 2 weeks may only be eligible for a store credit or exchange.
Items purchased on clearance are not eligible for a refund. You can send them back for a store credit or exchange them for something else.
I just placed an order, but I want to add to it, can I do that?
Generally, yes! If you can contact us during the same business day, we can usually sort something out and combine postage. We do dispatch orders quickly, so please don’t leave it too late, as your package may already be out the door.
I put an item in my cart, but now it's gone!
Our online store doesn't allow customers to place items on hold. We can't guarantee an item belongs to you until payment has been processed.
I have a store credit, how do I use it online?
When checking out, please put a note in the “Add Delivery Instructions” section that you would like us to apply your store credit, and we will adjust the total when we process your order.