Once your order has been placed successfully, you will receive a confirmation email. If you do not receive an email within 30 minutes of placing your order, please check your Junk Email Folder or log into your account on our website to check if it has been successful. If you still cannot view your order confirmation, then please email us at firstname.lastname@example.org and we will check it for you.
HOW DO I KNOW MY ORDER HAS BEEN MADE SUCCESSFULLY?
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 takes up to 48 hours from receiving your order to dispatch it. 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/calculate-postage-delivery-times/#/
If your shoes are taking longer than expected to arrive, please contact AusPost directly for a parcel progress update.
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 you are unsure why your coupon code is not working, please contact email@example.com and we will investigate it for you.
WHY CAN’T I ADD MY SIZE TO MY SHOPPING CART?
If you are unable to select your size in a particular style, unfortunately it means that size is out of stock. Due to seasonal stock, we do not repeat all of our styles and therefore some items can become permanently 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 by emailing firstname.lastname@example.org and we will try to help you pick the right fit.
HOW CAN I RETURN/EXCHANGE MY ITEMS? DOES IT COST ME?
It’s easy! Just send us an email to email@example.com 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 via email. We highly recommend sending goods with a tracking number 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 send you your new item(s) 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 to firstname.lastname@example.org and we will gladly assist you! To receive 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 via email. We highly recommend sending goods with a tracking number 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:
– shoes without their original shoebox
– worn shoes
– gift cards
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 to email@example.com. For all faulty claims you must provide a Wild Rhino receipt or online invoice as proof of purchase. We cannot guarantee that your claim for faulty goods will be accepted as our Head Office will assess the shoes on a case by case basis. 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.
DO YOU SHIP OUTSIDE OF AUSTRALIA?
Wild Rhino ships to the following countries: Australia, New Zealand, United Kingdom.
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 do not include local duties and taxes for international customers. It is important to note that customers may be required to pay local duties in their country. Wild Rhino has no control over these fees. Customs policies vary widely from country to country; you should contact your local customs office for more information if you require it. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
HOW CAN I MAKE SURE MY SHOES ALWAYS LOOK AND FEEL GREAT?
We’re very keen to ensure your brand new Wild Rhino shoes continue to look and feel great so here are a few tips on shoe care.
Prevention is better than cure so it’s important you clean, protect and revive your new shoes to keep them in top condition.
- Cleaning 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, nubucks and fabrics – you’ll find these at most department stores or shoe repair shops.
We recommend using a quality cream to nourish, clean and condition your leather shoes. For more stubborn stains, you should 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 PU uppers, try a good old–fashioned wipe and clean with a slightly damp cloth. This should do the job and after washing let them dry naturally.
For a stained material, we highly recommend you use a simple satin stain remover which you should also be able to find easily in department or shoes repair stores.
We also recommend that if you are 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 nubuck materials.
Don’t forget to pay attention to the insides of your shoes. We recommend you replace the insoles if they lose their freshness with either a foam or leather one. You can also use an odour killer to keep them smelling fresh.
And of course, with whatever product you choose to use to clean your shoes with, please don’t forget to read the instructions carefully.
WHAT IS AFTERPAY?
AFTERPAY is a payment process that allows you to buy what you want today and pay for it in four equal instalments every two weeks, interest-free.
WHAT DO I NEED TO USE AFTERPAY?
You will need a debit card or credit card, be over 18 years of age, and live in Australia.
IS THERE A MINIMUM SPEND TO USE AFTERPAY?
There is no minimum spend required to use Afterpay.
WHICH CARDS CAN I MAKE PAYMENT WITH?
Afterpay only accepts Australian Mastercard and Visa Debit or Credit Cards.
CAN I RETURN MY PURCHASE ON AFTERPAY TRANSACTION?
Unfortunately, we don’t accept returns or refunds on purchases made with Afterpay. You can only do exchanges of your purchase with items of equal or higher value by paying the difference.
Exchanges are accepted based on the following conditions:
- Date of exchange request must be within 14 days from the day of receiving the goods
- The shoes must be unworn and in original condition
- The packaging must be undamaged and in original condition
- Receipt must be provided
CAN I USE AFTERPAY INSTORE?
Afterpay is only available for online orders.