Can I pay for my order over the phone?

Unfortunately not. For security reasons we are unable to take orders over the phone or via email. Should you wish to order this would need to be completed on our website.

Can I change, add to or cancel my order once I've placed it?

Unfortunately, because of the quick turnaround from order to despatch we’re unable to change, add to or cancel your order once it’s been placed. However, you do have a statutory cancellation right under the distance selling regulations. If on receipt you no longer require the order, you can return the parcel free of charge for a full refund. Please refer to our hassle-free returns policy for more information.

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

Whilst we endeavour to only show available sizes online, 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 or PayPal account will not be charged. Please note that orders are not confirmed until they have been despatched from our distribution centre.

How do I pay for my order?

For your security, we only accept payments through our website via PayPal or our secure payment provider, SagePay. We’re unable to take orders or payments over the phone or email.

Please note that although the transaction is authorised at the time of placing the order, payment is not taken until your order is despatched.

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

No, you don’t need to register as we have guest checkout available. However, if you chose to register with us this will save you having to enter your details again each time you order, you’ll also be able to view your order history and also be eligible for exclusive offers and sales previews.

Sizing and fit

What does the S and L mean on the website in relation to the sizes?

To help you identify if it’s a small size for infants, or a large size for juniors and youths we use ‘S’ and ‘L’ in front of our sizes. The S is for small infant sizes and the L for large junior sizes.

How do I find my child’s shoe size?

We have 2 ways to find your child's shoe size. The first is to buy a cost-effective measuring gauge 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 measure 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 methods have supporting information in our measuring section to guide you through measuring your child's feet. There is also a handy check the fit page which show you how to quickly and easily check the shoes fit your child's feet.

My child is measuring as a half-size but the item I want is 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.

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

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 conversion chart for more information.

Why are some of your shoes in European sizes?

Some of our products, such as sandals, canvas, wellies, boots and plimsolls are only available in a single width fitting. This is usually the standard F width fitting which tends to suit most children.

Many of these products have adjustable fastenings which allows the footwear to be adjusted in key places around the foot to provide the best possible fit.

Our wellies are more generously sized to accommodate slightly wider feet as well as thicker socks and jeans which will often be worn with them.

However, as all products are not suitable for all foot shapes we’d recommend visiting one of our stockists if you’re in doubt as to the suitability of a particular style.

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 and three to four months when older. Children’s feet continue to grow until their mid-teens.


What are your delivery options?

We offer the following delivery options:

Standard delivery – delivered in 2-4 working day, costing £2.99
Next day delivery – delivered in 1 working day, costing £4.99

Orders placed before 4pm on a working day will be dispatch on the same day with our nominated courier, Royal Mail. We are unable to deliver the next working day to certain areas of the UK and on orders placed during a bank holiday weekend. These may take 1-2 working days to arrive. Please see the full delivery policy for exclusions.

Free standard delivery will be automatically available to select in checkout on orders for full price items during promotion periods only.

Both the small and the large measuring gauges are delivered free of charge.

Do you deliver outside of the UK?

We’re sorry but we cannot currently accept or deliver orders from outside the UK. Start-Rite shoes are stocked in 38 countries worldwide and many of our international retailers are listed on our stockist list so please check this to see whether there is one convenient to you.

Can you deliver to a BFPO address?

Yes, we can deliver to BFPO addresses. Please select the standard delivery option at basket.

Can I leave delivery instructions for my order?

No, at this time we are unable to pass delivery instructions to Royal Mail.

Can I track my order?

Yes, 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.

I have not received my delivery. What should 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 you’re unable to track your parcel or feel it should’ve arrived by now, please contact our customer services team on customer.services@startriteshoes.com or 0344 561 7263 quoting your order number.

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 contact you on receipt. If you have signed for the parcel before you discovered that it was damaged, please email our customer service team on customer.services@startriteshoes.com or 0344 561 7263 who will advise you how to proceed.

What happens with undeliverable packages?

If Royal Mail are unable to deliver your parcel they will leave a card with further instructions. Typically, this will be with collection instructions from your local Sorting Office. Royal Mail will hold your parcel for 18 calendar days your parcel. After this time your parcel will be returned to our distribution centre and a refund will be issued back to your payment card 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, you will have to place your order again. Please note that in such instances, we reserve the right not to refund delivery charges.


How do I return goods to you?

While we’re sure you will love the shoes you’ve ordered, we understand that you might need to return them. startriteshoes.com offers a free returns service via Royal Mail for all UK returns.

Only goods purchased on startriteshoes.com can be returned to us. Unfortunately, we're unable to offer exchanges or replacements.

Any unwanted items must be returned to us within 28 days of receipt.

Please see our returns policy for full details.

What should I do if I think my shoes are faulty?

If you purchased the shoes from Startriteshoes.com please return the goods to us following the returns procedure on the back of your invoice. If your invoice has been lost, please contact customer.services@startriteshoes.com or call 0344 561 7263 with your order number for the freepost details.

If you purchased your shoes from a stockist, you would need to return the shoes to that retailer along with proof of purchase. This could be a bank or credit card statement if the receipt is no longer available. This enables the retailer to not only see the shoes and fault, but also allows them the opportunity to settle your complaint to a satisfactory conclusion. Unfortunately, we’re unable to take the shoes back directly due to your sale of contract being with the company you purchased from.

Do you offer an exchange or replacement service for unworn or faulty shoes?

We’re unable to offer an exchange or replacement service. Should you return any unworn items within the 28 days return period or faulty shoes purchased from startriteshoes.com to us we will issue a refund to you.

How long will it take to refund me for my return?

This will depend on the nature of your enquiry, but most refunds are processed within fourteen days of receiving the parcel. If you think you should’ve received your refund already, please email our customer service team on customer.services@startriteshoes.com or call 0344 561 7263.

Additional information

Can I exchange my purchase for another size?

We’re unable to offer an exchange or replacement service. Should you return any unworn items within the 28 days return period or faulty shoes purchased from startriteshoes.com to us we will issue a refund to you.

What leathers do you use in your shoes?

We use cow hides for the outside of our leather shoes and pig skin for the leather linings. However, even on styles with textile uppers or linings we cannot guarantee the shoes will be free of pig or animal products as they can be found in the glues & cements used.

Where can I find my local stockist?

Our online stockist list provides all the information you need to find your nearest Start-Rite stockist. Just pop in your postcode or town and search.

Are your products subject to VAT?

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

How do I change or update my personal details with you?

If you have an account with us, you can edit your details once you're logged in.

At the top of the page click on the account icon, pop in your email address and password to log in.

To edit your personal details, just select the 'Edit Personal Details' tab and follow the instructions.

How do I find out whether a 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 Stockist list and contact the store directly.

Where can I get replacement laces?

Laces that fit our shoes are widely available on the high street, so you should easily be able to pick up a pair locally. Unfortunately, we are currently unable to supply laces directly.

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

Most children tend to have one foot slightly 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 stockist to be professionally fitted.

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’re 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.

My child’s shoes are causing them 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 suppler 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. If you feel the shoes have not lasted as you would expect please contact our customer service team who will be able to advise further.

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, and we are unable to guarantee any of our shoes will be safe for them to wear.

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 via email at customer.services@startriteshoes.com, call our customer service team on 0344 561 7263 or write to us at: Customer Service Manager, 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. However, depending on the nature of your enquiry, it may take several days further to resolve your complaint.