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!!

But we know that buying online can be challenging, especially when you aren’t able to try before you buy.  With this in mind, we would like to take all the stress out of online shopping, with our No Fuss Returns Policy.

Faulty / Damaged / Defective Items
Where item received is damaged or develops a fault after wear (provided the cause of the fault is not general wear and tear, or the result of mis-use by the child), we will refund you in full, including your return postage costs.

Please email support@bugalugz.co.nz with your order number, description of fault, and attached photos of the damage.

Incorrect item(s) received
Where we have sent you the wrong shoes in error, we will refund you the cost of your order, including your return postage costs.

Please complete out online returns form to receive further information, PRIOR to returning the shoes to us.

The shoes don't fit!
If you have purchased the wrong size shoes for your child in error, you may return them for either;

  1. A refund of the cost of the shoes, minus our shipping costs, OR
  2. A size exchange, subject to conditions and availability

Please complete our online returns form to receive further information, PRIOR to returning the shoes to us.

Just don't love the shoes?
If when you receive the shoes you feel they aren't quite right for your needs, we will refund the cost of the shoes, minus our shipping costs, subject to conditions.

Please complete our online returns form to receive further information, PRIOR to returning the shoes to us.

Terms and Conditions for Returns / Refunds and Size Exchanges

  • Our online returns form must be completed (and acknowledgement received from us), PRIOR to returning the shoes to us
  • The shoes must be returned (at your cost) within 14 days of you receiving your order, except in the case of faulty shoes or where the incorrect shoes were sent by us, in which case we will also refund you the cost of returning the shoes to us
  • The shoes must be returned unused, in their original condition, with all original packaging and accessories included
  • Size exchanges are available once per order and are subject to availability.  Where the appropriate replacement shoes are not in stock we may offer alternatives
  • Refunds/Size exchanges are not available on the purchase of gift cards, clearance items, or on tights/socks that have been tried on/worn
  • Exchanges are not available on sale items, however a refund to the original payment method may be available. 


Shipping your return/size exchange
Before returning any shoes to us, please complete our online returns form, and await acknowledgement from us, (which will include our shipping details)

When shipping your return, we strongly recommend that you use a courier, and keep hold of the shipping receipt and tracking number in the event that that we do not receive your returned products.  Bugalugz cannot be held responsible for returned products lost during shipping.

We endeavour to process refunds within 3 business days of receiving the returned shoes.

A note about shipping costs:
Our shipping costs are non refundable, except in the case of faulty products or where the incorrect products were sent by us. Where multiple products were purchased on one order (making the order eligible for free shipping), the shipping costs will be calculated on the FINAL order value, and will be deducted from the refund amount.