Frequently Asked Questions

Quick answers based on our live EU / USA policies. Can't find what you need? Email support@firstwalkers.com. We're happy to help.

How do I choose the right size for my child?

First Walkers on this store uses EU kids shoe sizes. Measure both feet (one at a time) and size to the larger foot, then check our Size Chart (EU / UK / foot length in cm).

How to measure: stand your child with their back and heel against a wall on a sheet of paper, mark the longest toe, and measure heel-to-mark in centimetres. For babies, measure while lying down instead of standing. Full steps: How to measure.

Choose a size that is just a tiny bit bigger than the measured length, not smaller, and not oversized "to grow into." Proper fit matters for foot development. If you're unsure, email support@firstwalkers.com with the foot length in cm and the model you're considering.

Are First Walkers shoes suitable for orthotics, AFOs, or SMOs?

Many First Walkers models are designed to accommodate custom orthotics, AFOs (ankle-foot orthoses), and SMOs (supramalleolar orthoses), with features such as removable insoles and extended ankle support on selected styles.

When sizing for an orthotic, AFO, or SMO, measure the orthotic device itself rather than the unsupported foot. The shoe needs to fit the device. Compare that length to the Size Chart. If you're unsure which model will fit, email support@firstwalkers.com with the device length (and brand/model if you have it) and we'll recommend options.

Do you offer free shipping? How long does delivery take?

Shipping is free on all orders to the countries we serve. Orders are packed and shipped within 2 business days from our warehouse in Málaga, Spain, via Correos Spain and UPS, with online tracking. Delivery times vary; about 95% of orders arrive within 3-7 business days.

You'll receive a shipping confirmation email with a tracking number once the order ships. Full details: Delivery.

Which countries do you ship to?

We currently deliver to most of the EU, the United Kingdom, and the United States. The full country list is on our Delivery page.

Shoppers in Australia, New Zealand, and much of Asia-Pacific should use our sister store firstwalkers.com.au for local dispatch and pricing.

Will I pay customs duties or taxes?

For deliveries outside the European Union, import duties and taxes may apply depending on the destination. These may be calculated at checkout or assessed by local customs on arrival. Duties and taxes are imposed by customs authorities and are non-refundable. Product refunds cover product value only. See Delivery and Returns and Refunds.

What is your returns and exchanges policy?

Our standard return / exchange window is 14 days from delivery. Items must be unused and in the same condition you received them, in the original packaging. After 14 days we generally cannot offer a refund or exchange (except under the faulty-goods policy).

Returns are paid returns by default. First Walkers EU covers return shipping (as per the return instructions we send) for up to one return per customer per 12 months. Additional returns are paid unless we assess otherwise.

To start a return or exchange, email support@firstwalkers.com for instructions. Policy: Returns and Refunds.

What if my shoes have a manufacturing fault?

If you believe a product purchased from firstwalkers.com is faulty, email support@firstwalkers.com. We assess claims based on time since delivery, how the product has been used, and reasonable durability. We do not accept warranty claims more than 45 days after you received the shoes.

Approved faults may be exchanged, repaired, or refunded depending on severity. Normal wear and tear is not treated as a manufacturing fault. Details: Returns and Refunds.

Where is my order? How do I track it?

When your order ships, you'll receive a shipping confirmation email with a tracking number (Correos Spain / UPS). If you can't find it, check spam/junk first, then email support@firstwalkers.com with your order number.

I chose the wrong size or need to change my order. Can you help before it ships?

Email support@firstwalkers.com as soon as possible with your order number. If the order has not yet been packed/shipped, we can often help with a size change, address update, or cancellation. Once it has shipped (you'll have a tracking email), we'll help via our normal exchange / return process instead.

How can I contact First Walkers EU?

Email support@firstwalkers.com or use our Contact form. Trading entity: FW Orthopaedic EU, S.L. (NIF B56970338). We dispatch from Málaga, Spain.