Buying baby shoes and toddler shoes online should be easy. It should DEFINITELY be easier than taking a wiggly, protesting, possibly screaming child to a shoe shop!!  Don't inflict shoe shopping on your child, or yourself!! Buy online!

PURCHASES AND PAYMENTS

What forms of payment do you accept?
We accept credit card payments (via Stripe) and PayPal.

PRODUCTS 

What shoe size should I order?
Please refer to our comprehensive Size Guide for advice on measuring kids’ feet and choosing the right size.  A well-fitting kids shoe gives their toes at least 5mm "wiggle-room" so they can grow properly. Baby and toddler toes should never be touching the end of a shoe - if they're touching, the shoe is too small.  

How much extra room can I add to the shoes, their feet just grow so fast?
For children with feet under 14.5cm, only add 0.5cm wiggle room to their foot length as any more can become a trip hazard.  Once their feet are over 14.5cm long they can usually cope with 0.5cm wiggle room for sandals and 1cm of extra length for shoes and boots.  Don't be tempted to add more, you will end up putting the shoes away until they fit as they will trip themselves up if there is too much wiggle room.

AHHHHH our shoes squeak!
Squeaky shoes will bring an enormous amount of joy to your little one, as well as having a whole range of other benefits.  But if you just need some quiet, we provide a set of silent valves that do not squeak.  Remove the squeaky valves from the sole of the shoe using your fingernails, tweezers or even a fork, and replace them with the silent non squeaky valves provided.  Please keep spare valves out of reach of small children.

What is the difference between Leather and PU Leather (Bi-cast leather)
Genuine leather is genuinely robust and a great option for kids who are hard on their shoes.  They are the perfect day care shoe, just wash them off and off you go.  PU Leather is leather that is coated in polyurethane. This is usually to do with colour; bright, funky kids shoes are often PU or Bi-cast leather.  

SHIPPING

How soon will my order be processed and shipped?
We aim to dispatch orders within 24 hours of receipt of order, or 48 hours during busy sale periods, Monday to Friday, excluding public holidays.  If you require your shoes urgently, please contact us PRIOR to placing your order.  

How do you deliver my shoes?
We ship our shoes using NZ Couriers (tracked courier, no signature required).  Delivery cost is $8.  Additional charges apply for Saturday Delivery. We offer free shipping with orders over $80. We aim to ship orders daily Monday to Friday, usually in the mornings.  

International orders are shipped either via International Air Parcel or International Courier.

Please refer to our Shipping page for further information.

When will I receive my order?

You should receive your shoes within 2-3 business days (or up to 5 business days during busy sale periods).  Our orders are sent via NZ Couriers who aim for next-day delivery in most cases (Rural Delivery addresses excluded).

Will you send me a tracking number once my order has been dispatched?
Yes we will advise your tracking number for tracking your order.  Orders can be tracked on the NZ Couriers website.

RETURNS, REFUNDS AND EXCHANGES

Can I return my shoes?
You can return a product to us for any reason - even if you just change your mind - for a refund (subject to conditions). This means you can try them on your child (inside, please!) and see what you think, with no risk.  Please get in touch via the contact page or email us at support@bugalugz.co.nz if you wish to return all or part of your order.

All returns must be received in original unworn condition, with all packaging intact, within 14 days of you having received it. The product must be sent back to us at your cost, and the purchase price will be refunded (excluding delivery charges). Please note if you choose to send your package standard (untracked) post, we are unable to take responsibility if returned items do not reach us.

With multiple purchases, the delivery charge will be based on the FINAL order value - for example, if you order $120 worth of shoes but then return $75 of them, you will be refunded that amount LESS the delivery fee.

Please refer to our Returns page for full details.

I ordered the wrong size, how to I request an exchange?
If you have purchased an incorrect size, we will happily cover postage costs one-way on your size exchange, once per order, subject to conditions. Please get in touch via the contact page or email us at support@bugalugz.co.nz with details of your exchange request.  Customers are responsible for postage costs to return shoes to us for an exchange, we will cover costs to post your alternative pair to you.

Please refer to our Returns page for full details

How long will it take to get my refund?
Refunds will be processed within 3 business days of us receiving the returned shoes.

What items are not able to be returned?
We do not accept requests for return or exchange on gift cards, sale items or clearance items.

The shoes I received are faulty or damaged, what do I do?
If you receive a damaged or faulty item, please email us at support@bugalugz.co.nz with your order number, details of the fault and include images of the faulty item.  We will respond within 2 business days.

Other helpful tips:
What you need to know when buying baby shoes  
IS it OK to wear second hand shoes?