Help

How do I place an order?

Once you have found the product you want to purchase, use the dropdown menus to choose the size, width fitting and colour you would like to buy. This will tell you whether that size is in stock. If it is you can then click on 'Add to basket'.

If this is your first order you will need to register in one easy step by using the billing and delivery details page - under 'Your Details'. If you have previously registered to use the site or purchased from it, you can simply login at this stage.

You will then proceed to stage 2 where you can review all the details you have entered so far and add your payment details.

Your first order must be delivered to the cardholder's address so you can't change your delivery address at this stage. However, on subsequent orders you can.

Finally you have the opportunity to sign-up to receive regular emails from startriteshoes.com with fun activities for your kids and product information for you.

Use the 'My Account' > 'Previous Orders' section to keep track of your purchases.

How do I change my personal details with you?

From the home page click on the Register/Log-in tab. On the right-hand side of this page you can use the log-in box to access your account. Enter your username and password and click log in.

To edit your personal details, click on the 'Edit Personal Details' button and follow the instructions.

How do I print a summary of my order?

Your order number will be quoted on the 'Your order has been successfully processed page'. Please print this page for your records. You can also access a summary of your order from the 'My Account' > 'Previous Orders' page and you will also receive a summary of your order via email, to the email address you supplied us with when you registered.

What is your Privacy/Security Policy?

The security of your data is important to us. To find out how we store and use your information please refer to our privacy policy.

This should be read in conjunction with our website's general terms and conditions of use and sale.

How do I find my child’s shoe size?

We have 2 ways you can find your child's shoe size. The first is to buy a cost-effective fitting gauge from startriteshoes.com which you can order in the same way you would order a pair of shoes. These are great value at £4.99 for the small gauge (which measures shoes sizes S2-S8½ or for 0-3 year olds) and £6.99 for the large gauge (which measures shoes sizes S9 - L12 or from age 3 upwards).

The second method is to download a paper gauge from our fitting section which you can print-off and use at home. In order to use the downloadable gauge effectively your child needs to be able to stand unsupported on their own.

Both these types of gauge have supporting information in our fitting section to guide you through measuring your child's feet and when you receive your purchases you can also check our additional notes which show you how to fit your child's shoes, and check that they fit correctly.

How do I update my personal information?

From the home page click on the Register/Log-in tab. On the right-hand side of this page you can use the log-in box to access your account. Enter your username and password and click log in.

To edit your personal details, click on the 'Edit Personal Details' button and follow the instructions.

I’ve forgotten my password, what do I do?

From the Register/Log in page, click on the 'Forgotten my password' link. This takes you to a page where you can enter the email address you registered with and your password will then be sent by email to you.

How do I add an item to my shopping basket?

Once you have found the product you want to purchase use the dropdown menus to choose the size, width fitting and colour you would like to buy. This will tell you whether that size is in stock. If it is you can then click on add to basket.

How do I log out from startriteshoes.com?

Go to the 'My Account' page and click on the 'log out' link. We would advise that as good practice you should always log out of your account rather than simply close down your browser, especially if you have been using a shared computer.

How do I pay for my order?

For your security we only accept payments through our online secure payment provider via our website.

Can I place an order over the phone?

For your security we only accept payments via our online secure payment provider, and therefore currently only accept online orders.

How do I cancel an order?

Because of the quick turnaround from order to despatch we don't currently offer the facility to cancel your order when it is partway through the process. However, you do have a statutory cancellation right under the distance selling regulations. If on receipt you no longer require the item, please refer to our hassle-free returns policy.

Do I need to register with you to place an order?

When you enter your details at the point of ordering this will register you with startriteshoes.com. For your convenience, this gives you access to information about the progress of your order. Use the 'My Account' > 'Previous Orders' section for our hassle-free returns process should you wish to return your purchases to us on receipt.

Where do I find 'My Account'?

This can be found in 'your basket' at the top, right hand corner of the page. Click on the register/log in link to log in with your username and password or to register for the first time. Once you are logged in the link will change to 'my account'.

How do I choose a product?

Once you have found the product you want to purchase use the dropdown menus to choose the size, width fitting and colour you would like to buy. This will tell you whether that size is in stock. If it is you can then click on add to basket.

Can I leave special delivery instructions for my order?

For items delivered by Business Post Next Day Delivery or Business Post AM or PM Next Day Delivery you can add special instructions to your order during the checkout process. Use special instructions if you want to tell us about a safe place for us to leave your parcel in case you aren't in when your order arrives.

As gauges and name labels are sent out via standard Royal Mail we cannot offer a 'special instructions' facility for items that are too large to fit through your letter box so please be aware that you may have to collect it from your local Post Office.

Are your products subject to VAT?

Most children's shoes are not subject to VAT. However, from large size 7 for boys, VAT applies to a small number of selected styles. Other products subject to VAT are the purchasable fitting gauges and name labels. All our other items are not subject to VAT.

Why has my credit or debit card been declined?

If you receive notification that your credit or debit card has been declined, you must contact the bank that issued the card to find out why. Your order will not have been placed and no money will have been charged to or debited from your card.

How can I pay?

Your payment is processed by our partner Secure Hosting. They accept payment by Maestro/Switch, Solo, Visa, Mastercard and Visa Debit. Please note that although the transaction is authorised at the time of placing the order, payment is not taken until your order is despatched.

Can I pay over the phone?

For your security we only accept payments via our online secure payment provider, and therefore currently only accept online orders.

What is Mastercard SecureCode and Verified by Visa (3D Secure)?

So that all online credit and debit card transactions are protected by the highest possible levels of security, we've implemented Verified by Visa (vBv) and MasterCard SecureCode (SecureCode). Together these measures are known as 3D Secure. 3D Secure is a new security programme that allows you to create your own personal password, known only to you, for use as an extra security measure each time you use your Visa or MasterCard (including Maestro) to make a future purchase online. For more information contact your card issuer.

What are your delivery rates?

Please note we currently only accept orders from, and deliver to, residents from the UK, using Business Post. For our purposes the UK includes: England, Northern Ireland, Scotland and Wales and does not include the Channel Islands.

We offer two options for delivery. Our Standard delivery costs £4.25 per order and takes 2-5 working days when the product is in stock, although for orders placed before 12pm on a working day, we will aim to have these delivered on the next working day where possible.

Our Premium delivery service costs £5.25 per order and offers the option of specifying a morning (8am – 12pm) or afternoon (12pm – 5.30pm) time slot. For orders placed before 12pm we will aim to have these delivered on the next working day, but may take between 2 – 5 days for delivery.

For our purposes, a ‘working day’ is Monday to Friday and does not include bank or public holidays.

Delivery times may vary depending on the exact location that the goods are to be delivered to. We are unable to offer AM/PM time slots to addresses in Northern Ireland, the Highlands and Islands and the more remote parts of the areas that we deliver to. For deliveries to these addresses, delivery will normally be within 2 working days, but may take up to 7 working days.

The small gauge, large gauge and shoe name labels are delivered with free delivery via Royal Mail using 1st Class Post.

What are your delivery rates for the Fitting Gauges?

Both the small and the large gauges are delivered with free delivery via Royal Mail using 1st Class Post.

When will I get my order?

For Standard delivery, if you order before 12 pm on a working day, we will aim to get your order despatched the same day for next day delivery, although orders can take up to 5 working days to be delivered during peak periods. Orders placed on a non working day or after 12 pm on a working day should be despatched the next working day. For our purposes a "working day" is Monday to Friday not including bank or public holidays.

For Premium delivery, if you have chosen a time slot it should be delivered at the next available AM or PM time slot from time of despatch.

Our aim of next day delivery will not be available to addresses in Northern Ireland, the Highlands and Islands and more remote parts of the areas that we deliver to. For deliveries to these addresses, delivery will normally be within 2 working days, but may take up to 7 working days. Please note that it is not possible to specify AM or PM delivery for addresses in Northern Ireland and the Highlands and Islands.

Can I track my order?

Yes, for footwear orders your confirmation of despatch email will include a tracking number and a link to the delivery company's website where you can track your parcel.

As gauges are delivered by Royal Mail 1st class post, there is no tracking facility available.

Do you deliver outside the UK?

We are sorry but we cannot currently accept orders from outside of the UK. Start-rite shoes are stocked in 38 countries worldwide and many of our international retailers are listed on our Store Locator so please check this to see whether there is one convenient for you.

Can you deliver to a BFPO address?

Unfortunately we do not currently deliver to BFPO addresses. Start-rite shoes are stocked in 38 countries worldwide and many of our international retailers are listed on our Store Locator so please check this to see whether there is one convenient for you.

What happens with undeliverable packages?

Our carriers will try to deliver your order 3 times. If they are unable to do so successfully after 3 attempts, your package will be returned to our distribution centre and your account will then be credited for the value of the order. You will receive email notification of cancellation from our customer service department. If you would still like the goods that you originally ordered, please note that you will have to place your order again. Please note that in such instances, we reserve the right not to refund delivery charges.

What happens if the shoes I want are out of stock?

Whilst we endeavour to show only current stock as available to purchase from the website, on rare occasions the item you have purchased may be found to be out of stock at the point of despatch.  If this happens to you, we will notify you by email and your order will be cancelled. Your credit/debit card will not be charged. Please note that orders are not confirmed until they have been despatched from our distribution centre.

Do you deliver to my area?

Currently we only deliver to the UK, which for our purposes includes: England, Northern Ireland, Scotland and Wales and does not include the Channel Islands.

Our standard delivery takes 2-5 working days when the product is in stock, although for orders placed before 12pm, we will endeavour to have these delivered on the next working day. For deliveries to addresses in Northern Ireland, the Highlands and Islands and more remote parts of the areas that we deliver to, delivery will normally be within 2 working days, but may take up to 7 working days. Please note that it is not possible to specify AM or PM delivery for addresses in Northern Ireland and the Highlands and Islands.

I want to confirm my order but it won’t let me because my billing/delivery address is outside the UK – what can I do?

Unfortunately, we do not currently deliver outside the UK which is why the system will not allow you to place an order. Start-rite shoes are stocked in 38 countries worldwide and many of our international retailers are listed on our Store Locator so please check this to see whether there is one convenient for you

My order was damaged on arrival, what do I do?

Firstly, it is best to refuse to accept the parcel if it is obviously damaged on delivery. The parcel will then be returned to us and we will automatically re-supply your order. If you have signed for the parcel or it was left according to special instructions without a signature before you discovered that it was damaged, please contact customer.services@start-rite.co.uk who will advise you how to proceed.

My order has been despatched but I have not yet received it, what do I do?

Please use the tracking number that you received in your despatch confirmation email to track your parcel using the delivery company’s website.  If after 3 working days from the date of despatch the parcel has not arrived please contact our Customer Services department quoting your order number.

I added special delivery instructions for my order, but they were not followed - why is this?

Special delivery instructions are only available for items delivered by Business Post Next Day Delivery or Business Post AM or PM Next Day Delivery. Items delivered by Royal Mail do not have this facility. Therefore, because gauges and name labels are sent out via standard Royal Mail we cannot offer a 'special instructions' facility for these items so please be aware that you may have to collect your parcel from your local Post Office.

How do I return goods to you?

Any goods purchased through startriteshoes.com must be returned to startriteshoes.com. Similarly, goods purchased from any of our retailers must be returned to that retailer as your legal contract of sale is with them and not us.

For startriteshoes.com returns, please refer to our returns policy which has all the information you need.

Please note that items should be returned in their original packaging including any gift with purchase, and registered using our online returns procedure which can be accessed by logging-in and going to 'My Account>My Returns'. Under the distance selling regulations, you have seven working days starting from the day after receipt to notify us of your intention to cancel the contract with us (ie if you wish to return the goods that you ordered from us). Always use our online returns procedure if you want to return goods. We will guide you through the process and even supply you with a returns label which you can print out. If you don't have a printer, please follow the same process as above but instead of printing the label you will be given the option to handwrite a freepost address on the parcel. Please follow the on-screen instructions.

We offer free returns on all items to make the whole process as hassle-free for you as possible.

Please return your order in the original packaging via the Post Office. We recommend you get a certificate of posting because you are responsible for the goods until they reach our distribution centre.

Please refer to our returns policy for our full terms and conditions of use and sale regarding items to be returned.

Can I exchange my purchase for another size?

Because of the quick turnaround from order to despatch we don't currently offer the facility to change your order when it is partway through the process. If on receipt you require a different size, please return the unwanted size and place a new order. If you cancel your contract with us within seven working days after receipt according to our policy you will receive a refund for the full cost of your order, that is the price of the goods, plus the initial delivery costs.
 

How long does it take for refunds to be processed?

This depends on the nature of your enquiry. If you think you should have received your refund but haven't please contact customer.services@start-rite.co.uk

Why are some of your shoes in European sizes?

Although every part of most of our shoes is designed in-house, elements of a small number of seasonal products are obtained from specialist manufacturers elsewhere in Europe. These will normally be sized within Europe and will therefore follow the European sizing system. Please see our size chart for more information.

Why are some of your products only made in single width fittings?

A small number of products including some sandals, some canvas, plimsolls and slippers are only available in single width fittings. This is normally an F which is the average width fitting as this suits the majority of children.

For children whose feet are narrower than an F fitting, many of these products have adjustable fastenings which allow the footwear to be adjusted in key places around the foot and therefore provide the best possible fit.

Our wellies are also mostly available in a single fitting, although these are more generously sized to accommodate slightly wider feet as well as thicker socks which will often be worn with them.

Please note that not all products are suitable for all foot shapes. If you are in any doubt as to the suitability of a particular shoe for your child, we would recommend that you visit one of our retailers.

How can I find out my child’s shoe size?

Please refer to our fitting section for more information on how to measure your child’s feet at home. Alternatively, visit your nearest Start-rite retailer.

My child is measuring as a half-size but your wellies are only available in whole sizes. What size should I buy them?

If your child is measured as a half-size and you wish to purchase wellies or any other product that is available in whole sizes only, please round up to the next whole size up.

The reason that our wellies are only available in whole sizes is because by their nature, they are only intended to be worn for occasional use, and so a fully-fitted product is not as vital as with footwear that is worn for longer periods of time.

How often should I check the fit of my child’s shoes?

Children’s feet grow in spurts so check their feet for size every six to eight weeks when they’re toddling; three to four months when older.  Children’s feet continue to grow until their mid-teens.

When will my child start walking?

The age that a child starts walking can be anywhere from 7 months to 2 years, although the majority start at some point between 10 to 18 months. Every child develops at their own pace though and the most important thing is not to force a child to walk before they are ready.

What happens when first shoes are fitted in-store?

If you are going to a retailer to buy your child’s first pair of shoes, you may not know quite what to expect, so this is an outline of a typical visit.

Retailers understand that buying your child’s first pair of shoes is a great milestone for both you and your child, and the first thing that they will want to do is put you both at ease.

Then, with your child seated on your lap, they will carefully put one, and then the other, foot into a special measuring gauge checking for length, width and girth. It’s important to understand that this gauge is only a guide – in fact it is the experience of the fitter, who will carefully assess how the shoes look and feel when they are actually on your child’s feet to determine the most appropriate shoe, in both style and size, for the shape of your child’s foot.

Once a pair of shoes has been chosen, the fitter will carefully guide your child’s feet in and fasten the shoes securely. Your child will need to stand up so that the fitter can feel around each shoe to check that it fits comfortably across the toe, instep, ankle and heel.

The fitter will then watch your child walk to see that the shoes are not slipping off and on.

As a rough guide, this process can take up to around thirty minutes depending on the individual child so be prepared.

In-store, why does my child get fitted with shoes that aren’t the same size as they were measured on the gauge?

The gauge is only a guide for the fitter as a starting point for fitting shoes.

Different styles of footwear will fit different foot shapes and the type of fastening will also determine the best fit for each individual child’s feet.  All this has to be taken into account when fitting shoes and sometimes the shoe fitted will differ in size to the original measurement.

For more information on how to judge what constitutes good fit, please refer to our Fitting Guide.

What polish should I use on my shoes?

Please find details of the recommended polish for our Spring/Summer 2011 collection of shoes, available direct from Shoestring with no minimum order quantity. 

Contact telephone number for Shoestring: 01858 467467 or
order on line:www.shoestringuk.com
Contact number for Collonil 01604 843740 or
email:sales@euroleathers.com

Can I wash the items I have purchased?

Some products are washable as indicated by the care label attached to the inside of the shoe. Please follow the care instructions for each individual product.

How do I find out whether a particular retailer has the shoe I want in stock?

Retailers who stock Start-rite are independent from startriteshoes.com and Start-rite Shoes Ltd so we can't tell you exactly what they have in store at any one time. Please refer to our Store Locator and contact the store directly.

Where’s my nearest store?

Our online Store Locator provides all the information you need to find your nearest Start-rite retailer.

Can I buy or redeem gift vouchers online?

Currently, we are unable to sell or process gift vouchers online.  We are looking to add this facility to the website in due course.  If you have a gift voucher to redeem, you can do so at your local Start-rite retailer.

Where can I get replacement laces?

Unfortunately we are currently unable to supply laces direct.  However, laces that fit our shoes are widely available on the high street.

What if my child has one foot bigger than the other?

Most children have one foot bigger than the other, and their footwear should always be fitted to the larger foot. However, if the difference between the two feet is more than one whole size or width fitting, we would recommend that you visit your local Start-rite retailer to be professionally fitted.

If the difference is less than one size, certain styles may fit better than others e.g. those with hook and loop fastenings.  For more information on fit, visit our Fitting section.

If your child has been referred to a podiatrist or other healthcare professional regarding issues with their feet, please ask their advice about the best shoes for your child.

Start-rite shoes are designed to allow for, and encourage, healthy development and growth of children’s feet. However, we are not healthcare professionals and would not be able to recommend footwear for children with congenital foot conditions. If you have concerns about your child’s feet, you should take them to your GP.

If you have any further questions about foot health and shoes the British Footwear Federation at www.britfoot.com have more information.

My child’s shoes are causing him blisters – what can I do about it?

When properly fitted and correctly fastened, Start-rite shoes should not rub or cause blisters.

There is an increased likelihood of shoes rubbing whilst new if socks are not worn, so we recommend that your child wears socks with their shoes, especially for the first few weeks of wear.

Naturally, the more they are worn the more supple the shoes will become as the leathers soften and conform to the shape of the child’s feet and the style of walking. This is one of the many benefits of choosing leather over man-made materials.

How long should a pair of shoes last?

There is no exact answer to this question. The lifespan of any footwear is dependent on the care they are given and the activities they are subjected to. Invariably with children's shoes the vast majority will become outgrown before they become outworn.

However, for the purposes of our returns policy we define the acceptable period of time for children's shoes to remain in good condition as three months. This means that shoes cannot be returned to us as "faulty" after 3 months as we would automatically deem the fault to be due to normal wear and tear. Your statutory rights are unaffected.

Are Start-rite shoes scuff-proof?

There is no such thing as a scuff-proof natural leather. Leather is a natural product and as such will become scuffed if it comes into contact with abrasive surfaces.

All of our leather products are made using high-grade and are fully dyed-through which means that the colour is not just on the surface, but that it is dyed all the way through. Therefore if the surface is scuffed off, the colour underneath will be similar and minor scuffs can be concealed with a good polish.

On darker leathers such as black, brown, blue or red, the easiest way to conceal minor scuff damage and help your child's shoes to keep their good looks for longer is with regular polishing. On lighter shades such as pale pinks and lilacs, this may however be more difficult to disguise. When polishing shoes we recommend the following:

• Make sure you firstly remove any dirt from the scuffed area with a reputable leather cleaner. This will help to avoid the black marks which can be left if you apply polish to a dirty surface.
• Never apply polish or cleaner to shoes or boots that are wet or damp.

My child suffers from allergies. Will your shoes be safe for them to wear?

A small percentage of children suffer from allergic reactions to materials used in footwear manufacture. In many cases the allergen responsible for the problem is a component used during the production process, rather than a component of the actual product itself. Because of this, an allergen-free product is impossible to produce.

For further information on footwear and allergies you could contact The British Footwear Federation on www.britfoot.com.

My child has very sweaty feet. What shoes will be best for them?

Leather shoes are always better for children’s feet as they offer increased breathability due to the use of this natural material. Start-rite leather shoes are also leather lined to allow air to circulate the feet from inside the shoe.

The average child’s feet perspire up to an egg-cup full of moisture per day, but a small percentage of children have a tendency to perspire more than this. It will also help to promote good foot health if your child wears socks or tights with a high cotton content. We also recommend that footwear is given adequate airing time when not in use.

In warmer months you may like to consider sandals which allow for even greater circulation of air around the foot.

On a cautionary note on some occasions excessive salt in the moisture caused by perspiration can react to the dye used in the tanning process causing dye transference onto socks.

How can I register a complaint?

Our aim is to supply high quality products to all consumers, and to provide excellent service to those who purchase from us online. However, if you would like to make a complaint you can contact us by any of the following methods:

• Use the form on our website
• Email us: customer.services@start-rite.co.uk
• Call Start-rite Customer Services on 0844 561 7263
• Write to us: Head of Customer Service, Start-rite Shoes Ltd, Peachman Way, Broadland Business Park, Norwich, NR7 0WF

We endeavour to respond individually to all complaints within 2 working days of receipt. Please be aware however that, depending on the nature of your enquiry, it may take up to several weeks to resolve your complaint.