ORDER STATUS

How do I know my order has been made successfully?

You will receive a confirmation email once your order has been placed successfully. If you do not receive it within 30 minutes of placing your order, please check your Junk Email or alternatively log into your account on our website. If you still cannot view your order confirmation, then please email us at: enquiries@wildrinoshoes.com.au and we will find it for you.

How will I know when my order has been dispatched?

As soon as your order has been processed and dispatched, you will receive an automated email from our warehouse. This email will include your tracking number. If you do not receive this email (and it’s not in your Junk Mail) then please contact us at Head Office and we will be happy to assist you!

How long will it take my order to arrive?

We process our online orders from Monday – Friday. Our warehouse works on a 48hour turnaround time from order-dispatch. Once your order has been dispatched, you will receive an email containing your Australia Post tracking number. Please allow 3-7 working days (depending on your location) from dispatch to receive your order. To check your expected delivery times, click on the following link: https://auspost.com.au/parcels-mail/delivery-times.html?ilink=tools-closed-deliv-times

ORDERS

I’ve applied the discount code but my cart doesn’t update at the checkout?

This usually means the code is not compatible with the product you have chosen so double check the Terms & Conditions of the coupon. If it is for the subscription discount, check the confirmation email hasn’t gone into your Junk Mail. If all else fails, contact us at Head Office: enquiries@wildrhinoshoes.com.au

Why can’t I add my size to my Shopping Cart?

If you are unable to select your style in a particular size, unfortunately it means that style is out of stock. Due to seasonal stock, we do not repeat all of our styles and therefore some items can go out of stock. Scroll down on the product page to checkout similar styles you may also like.

How do I know what size to choose for my shoes?

All of our shoes are based on UK/AUS and European sizes, please refer to the Size Chart below to compare. If you’re still not sure, pop into your closest Wild Rhino store, or feel free to contact us at Head Office: enquiries@wildrhinoshoes.com.au

RETURNS

How can I return/exchange my items? Does it cost me?

It’s easy! Just send us an email at: enquiries@wildrhinoshoes.com.au and we will talk you through it.

Returns can be made within 14 days of purchase with your order number as proof of purchase. You will need to post your items back to our warehouse with the ‘Return Number’ we provide you with. We highly recommend sending goods with a tracking number in order to avoid mishaps along the way as we do not accept responsibility for lost, stolen or damaged goods. As soon as the goods are received we will be in touch to let you know. Wild Rhino does not cover the cost of returns however if you choose to exchange your item/s, we will gladly send you your new items free of charge.

Alternatively, you can pop into your nearest Wild Rhino store and return your goods within 14 days of purchase.

How can I get a refund for my items? How long does it take?

Just send us an email at: enquiries@wildrhinoshoes.com.au and we gladly assist you! In order to get a refund, goods must be returned within 14 days of purchase* with your order number as proof of purchase. You will need to post your items back to our warehouse at your own cost with the ‘Return Number’ we provide you with. We highly recommend sending goods with a tracking number in order to avoid mishaps along the way as we do not accept responsibility for lost, stolen or damaged goods. As soon the goods are received by our warehouse your refund will be processed by our Head Office as soon as possible. Please allow up to 10 working days from the receipt of the warehouse receiving your shoes for the refund to be processed. Alternatively, you can pop into your nearest Wild Rhino store to get a refund within 14 days of purchase.

Is there anything I can’t return?

Unfortunately Wild Rhino does not accept returns on the following items: samples, seconds, shoes without their original shoebox or gift cards.

FAULTY ITEMS

I think my item is faulty!

In the unlikely event that you believe your shoes are faulty – do not worry! We will do everything we can to sort it out for you immediately. You can either post the shoes back to us, pop into your nearest Wild Rhino retail store or send us an email at: enquiries@wildrhinoshoes.com.au. For all faulty claims you must provide a Wild Rhino receipt/online invoice as proof of purchase. We cannot guarantee that your claim for faulty goods will be accepted as our Head Office will need to assess the shoes first. If your claim is warranted, your shoes will be repaired, replaced or refunded. If we believe the shoes are not faulty, and there is damage is due to wear and tear, the shoes will be returned at your expense.

INTERNATIONAL CUSTOMERS

Do you ship outside of Australia?

Wild Rhino ships to the following countries: Australia, Canada, France, Italy, New Zealand, Philippines, Portugal, Singapore, South Africa, Spain, United Kingdom (UK), United States of America (US).

How much does it cost to ship outside of Australia?

For New Zealand customers, Wild Rhino offers a flat shipping rate of AU$35.00. For all other International Customers, the flat shipping rate is AU$40.00

The prices on our website, for international customers, do not include local duties and taxes. It is important to note that customers may be required to pay local duties in their country, of this Wild Rhino has no control over. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

SHOE CARE

How can I make sure my shoes always look & feel great?

We’re very keen to ensure your new WildRhino shoes continue to look and feel great and here’s a few tips on shoe care.

We’d like to give you a quick “WildRhino” common sense C.P.R. intended to help you bring your shoes back to life. Prevention is better than cure so it’s important you CLEAN, PROTECT and REVIVE your new shoes to keep them in top condition.

1.Firstly it’s important to – CLEAN YOUR SHOES

It’s no surprise to learn that daily dust and grime builds up over time so cleaning them is a must to enable you to enjoy your shoes when you wear them.

A dry foam formula or simple gel cleaner will lift out general stains on suedes, leathers, nubuks and fabrics – you’ll find these at most department stores or shoe repair shops.
We recommend for leathers to use a quality cream to nourish, clean and condition your shoes. For more stubborn stains we recommend you use a traditional cleaning block.
For canvas, denim or fabric shoes we recommend you delicately spot wash your shoes with tepid water and a toothbrush.

For a stained material we recommend you use a simple satin stain remover, which you should also be able to find fairly easily as there are plenty on the market.
For PU uppers we recommend a good old–fashioned wipe and clean with a slightly damp cloth. This should do the job and after washing let them dry naturally.

We also recommend that if using a brush to help clean your shoes, a natural fibre brush will work best for leathers and a soft metal brush or brush with rubber bristles will work better for suedes and nubuk materials.

Don’t forget to pay attention to the insides of your shoes – especially when they start to smell. We recommend you replace the insoles when they are really on the nose with either a foam or leather one plus don’t forget you can also use an odour killer on them to keep them smelling beautiful for you.And of course…with whatever product you choose to clean your shoes, please don’t forget to read the instructions carefully.