Custom Made Ordering Information
Important Information for Custom Made New Rock Footwear, Clothing and Accessories.
Custom made items are manufactured & produced for you the customer and take between 35 and 60 days to be manufactured, these products are not kept in stock, and as such you cannot return them unless there is a manufacturing default with them. We ask our customers to please be extra careful when selecting sizes for boots, shoes and clothing when placing an order for Custom Made products as mistakes can not changed once production has started. Orders CAN NOT BE CANCELLED once production has started.
NEW ROCK Custom made boots and shoes are made to the highest quality. As with all natural products it be should borne in mind that the vast majority of products are of natural leather and some small differences in colour or texture can be observed.
In the event that you have recived a faulty custom made product we will ask you to provide pictures as proof. These will be forwarded to NEW ROCK in Spain where the problem will be looked into. Once we have an answer from the factory in Spain we will contact you with their answer. If the product is deemed faulty then collection will be arranged at no extra cost and a refund for the product will be issued on the return of the product at the NEW ROCK factory in Spain. If the product is deemed NOT faulty by NEW ROCK in Spain the matter will be closed.
Custom Made and Custom Built products are excluded from our standard returns policy and can only be returned if defective. Items that are advertised within the category Sales, Mega Sale are also excluded from our standard returns policy.
Non European Custom Made Orders
Non European custom made orders are excluded from our returns policy and goods will only be accepted as a return if the item is damaged or faulty.
PLEASE NOTE, custom made items are non returnable and non refundable in any event unless deemed as faulty by NEW ROCK in Spain.