Returns & exchanges

We want every pair to be just right.

Our policy is straightforward — we stand behind our products and want every family to feel confident shopping with us.

7 Days to flag a sizing issue or product defect

24h Response time from our team

100% Replacement for confirmed manufacturing defects

01

Contact us within 7 days

Email or WhatsApp us within 7 days of receiving your order. Share your order number, a clear description of the issue, and photos of the product. Our team will get back to you within 24 hours.

02

Ship it back to us

Once our team confirms the issue, pack the shoes carefully in their original box with all tags attached and ship them back to us. Please note that the return shipping cost is to be borne by you, the customer.

03

We sort it out

Depending on the issue, we'll send a replacement in the correct size or a brand new pair if there's a confirmed manufacturing defect. Processing takes 3 to 5 business days once we receive the returned pair.

Orchid range

Wrong size Contact us within 7 days of delivery. We'll arrange an exchange for the correct size. Shoes must be completely unworn and in original packaging. Return shipping is borne by you.

Product defect If your Orchid shoes arrive with a manufacturing defect, contact us within 7 days with clear photos. We'll arrange a full replacement. Return shipping is borne by you.

Change of mind We are unable to accept returns for change of mind. Please use our size guide before ordering to find the correct fit for your child.

Sketchpad range

Non-returnable Sketchpad shoes are personalised and custom-made for your child. They cannot be returned or exchanged under any circumstance.

Manufacturing defects only The only exception is if your Sketchpad shoes arrive with a clear manufacturing defect. Contact us within 7 days with photos for review.

Design & colour Returns are not accepted for design or colour preferences, as Sketchpad shoes are made specifically to your chosen design and approved before production begins.

What condition must shoes be in for a return?

Shoes must be completely unworn, with original tags attached and returned in their original box. Any signs of wear, outdoor use, or damage will make the pair ineligible for exchange.

Who pays for return shipping?

Return shipping costs are to be borne by you, the customer — for both sizing exchanges and defect claims on the Orchid range. We recommend using a tracked courier.

What counts as a manufacturing defect?

Sole detachment, stitching failures, broken velcro, or structural damage present upon delivery and not caused by use or handling after receipt.

How long does it take to receive my replacement?

Once we receive and inspect your returned pair, we'll dispatch your replacement within 3 to 5 business days. You'll receive a tracking link by email and WhatsApp.