We want make your shopping experience with us as easy and user friendly as possible. To help you we have put together a list of our top 10 most frequently asked questions. Hopefully we will be able to answer your question below.
- When is a size/product coming back into stock?
- Do you have past season stock available that is not on the website?
- I need help with the sizing of a particular garment. Where can I find this information?
- I need to return a product. How do I do that?
- What is your Free Gift policy?
- I did not receive a confirmation email when I placed my order. Why not?
- Do you ship internationally?
- Do you offer free shipping?
- Has my order been shipped yet? Why can’t I get the tracking to work?
- Where are your store locations?
WHEN IS A SIZE/PRODUCT COMING BACK INTO STOCK?
We know how disappointing it can be to find an item you love is no longer available. Due to various factors, including time constraints involved in manufacturing, we generally don’t reorder sold out sizes or styles. To avoid disappointment and make your online shopping experience easier, we recommend that you refine your search on the left side of each page so you will only see products available in your size.
DO YOU HAVE PAST SEASON STOCK AVAILABLE THAT IS NOT ON THE WEBSITE?
If a past season’s item is not listed on our website then we no longer have that design or print available.
I NEED HELP WITH THE SIZING OF A PARTICULAR GARMENT. WHERE CAN I FIND THIS INFORMATION?
Most products on our website have a Size Chart link above the Care Instructions. By clicking this link you will be taken to the relevant sizing information for that product. These measurements relate to the actual garment, not the size of the child. All measurements are given in half sizes. This means, for instance, the chest measurement given on our size chart is for the front of the t-shirt only. The chest is measured from arm pit to arm pit. To get the full chest measurement you must double it. All size charts are only a guide, but will give you a better idea of what size you should select.
I NEED TO RETURN A PRODUCT. HOW DO I DO THAT?
Your invoice (shipped with your order) has instructions that explain the return process. If you are unsure of how the process works please refer to our full Return Policy.
WHAT IS YOUR FREE GIFT POLICY?
Our free gifting policy is generally one gift only per order over the amount of $100 regardless of how much more you spend. Our free gift will vary at all times and is given solely at our discretion. It is not possible for the customer to select their free gift. Our free gifts are not refundable, replaceable or exchangeable. Our free gift is generally an item of clothing from past seasons or something from our accessories range, however the gift is liable to change at any time depending on stock availability. The Free Gift will only be available during full priced orders and won't be available when ordering during an online sale or promotion where your order total has been discounted at the checkout.
I DID NOT RECEIVE A CONFIRMATION EMAIL WHEN I PLACED MY ORDER. WHY NOT?
A confirmation email is sent to you automatically at check out. This confirmation email will provide you with a copy of your order, a payment receipt and your order number. If you do not receive a confirmation email it means that you have incorrectly entered your email address. Please email firstname.lastname@example.org and they will correct your email address and send a copy of your confirmation email out to you.
DO YOU SHIP INTERNATIONALLY?
Yes we do! All international orders are shipped via Australia Post Air Mail. For more details on our international shipping times and prices please refer to our International Deliveries page.
WHERE ARE YOUR STORE LOCATIONS?
We do not have any stand-alone stores except for this web store! However, we do wholesale our ranges to leading children’s stores across Australia, New Zealand and Asia. To find your nearest Rock Your Baby or Rock Your Kid stockist please click here.
DO YOU OFFER FREE SHIPPING?
From time to time we will run free shipping promotions. However, we do a fantastic free gift when you spend over $100 (excluding freight) at our online store. Please sign up to our newsletter to be in the loop for the next free shipping offer here.
HAS MY ORDER BEEN SHIPPED YET? WHY CAN'T I GET THE TRACKING TO WORK?
Orders placed before 2:00 pm AEST are normally shipped that day. You will receive an email to confirm your order has been shipped so please check your inbox. Although your order can be ‘shipped’ the online tracking data will not update until later that night or the next morning when the parcel has been collected and scanned at the transit depot. Orders can also be ‘shipped’ over the weekend, but these orders will not be collected until the next business day. This means your tracking will not work until the evening of the next business day
STILL CAN'T FIND THE ANSWER YOU NEED?
Our customer service team is available from 9:00 am to 4:30 pm weekdays to answer any questions you may have. Click here to contact us now.