Help & FAQ
Quick answers to the questions we hear most often. Can’t find what you’re looking for? Email support@firstwalkers.com.au or call 1300 791 175 – we’re a small team and reply quickly during Australian business hours.
How do I choose the right size for my child?
The most reliable way is to measure your child’s feet and follow our Measure & Size Chart. Quick steps:
- Stand your child barefoot on a sheet of paper. Mark the back of the heel and the longest toe.
- Measure between the marks in centimetres.
- Use the chart to convert to EU/AU sizing. Avoid adding extra length unless specifically recommended.
- If your child’s feet differ slightly, size by the larger foot.
Between sizes? Size up. A slightly roomy shoe is more comfortable than a tight one, and kids’ feet grow fast.
Wearing orthotics, AFOs, or SMOs? Measure the foot with the device on – see our dedicated AFO/SMO question below for full instructions.
Still not sure? Email us your child’s foot length in centimetres and the model you’re considering, and we’ll recommend a size. We also offer one free size exchange per year if the fit isn’t quite right.
Are First Walkers shoes suitable for orthotics, AFOs, or SMOs?
Yes – many of our shoes are designed to accommodate orthotics, including AFOs (ankle-foot orthoses) and SMOs (supramalleolar orthoses). Our dedicated Orthotics Friendly Shoes collection is built specifically for this, and our boots with laces and sneakers with laces also work well with AFOs and SMOs – see our recommendation below.
All our closed-toe shoes have a removable insole with built-in arch support. Some clinicians choose to remove it to free up depth for a custom orthotic – that decision is yours and your podiatrist’s.
When sizing for an orthotic, AFO, or SMO, measure the foot with the device on. Place the foot (with the orthotic/AFO/SMO on) on a piece of paper, mark the back of the heel and the furthest forward point of the toes or device, then measure the distance between the two marks in centimetres. Check this measurement against our Size Conversion Chart. If you’re unsure which model will fit, email us with the orthotic’s brand, model, and length and we’ll recommend a suitable shoe. Many of our customers fit Cascade Leapfrogs, custom AFOs, and SMOs successfully.
For children wearing AFOs or SMOs, we particularly recommend three options: our Orthotics Friendly Shoes collection, our boots with laces, or our sneakers with laces. Orthotics Friendly Shoes are built on a wider last with extra room for an AFO or SMO. Boots and sneakers with laces don’t have an extended last, but the laces can be fully loosened to fit the brace inside and then refastened securely around it. Because braces add volume, we recommend choosing a shoe with enough width and depth for a comfortable fit.
Do you offer express shipping? How much does it cost?
Yes. All Australian orders ship via Australia Post Express – at no extra cost, with no minimum spend.
Orders placed before 12 PM AEST on a business day are dispatched the same day.
Typical delivery times within Australia: 1–3 business days to most metro areas, 4–6 business days to remote postcodes.
If you’re ordering from outside Australia, see our international shipping rates and timing.
I selected the wrong size at checkout. Can you fix it before the order ships?
Yes – in most cases. Email support@firstwalkers.com.au as soon as you notice, ideally within an hour of placing the order, with your order number in the subject line.
Pre-shipment, we can usually:
- Swap to a different size
- Update the shipping address
- Cancel the order
Once an order has been dispatched (you’ll receive a tracking email), we can’t recall it – but we can still help arrange an exchange or return after it arrives.
Where is my order? How do I track it?
When your order ships, you’ll receive an Australia Post Express tracking number by email – subject line “A shipment from order #XXXXX is on the way”. International orders are tracked via the carrier listed on your delivery page.
Haven’t received a tracking email? Check your spam/junk folder first. If you can’t find it, email support@firstwalkers.com.au with your order number and we’ll resend.
Tracking shows delivered but the parcel hasn’t arrived? Lodge a missing-item complaint with Australia Post first – they handle the carrier-side investigation. Once you have a case number, email it to us and we’ll follow up from our side as well.
Do you ship internationally?
Yes – we ship worldwide. Rates and typical delivery windows are listed on our Delivery page, and prices auto-convert to your local currency at checkout. All international orders include tracking.
Customs duties and import taxes are the buyer’s responsibility for orders outside Australia. We can’t waive or refund these – they’re charged by your country’s customs authority, not by us. To estimate them in advance, search “[your country] import duty calculator” or check with your local post office.
Can I exchange shoes if I’ve missed the 14-day return window?
Our standard return period is 14 days from delivery for unworn shoes in their original packaging. If you’ve just missed that window, contact us anyway – we assess each case individually and we’re happy to help where we reasonably can.
Email support@firstwalkers.com.au with your order number to start a return or exchange. We’ll send you the returns address and confirm the next steps.
The shoes I received have a manufacturing fault. What should I do?
This policy applies to products purchased directly from our website. If you believe your shoes have a fault, we’re here to help. Faulty claims must be made within 45 days of delivery.
When assessing a claim, we consider how long you’ve had the product, how it’s been used, and what’s reasonable wear and tear. If your claim is valid, we’ll offer exchange or repair for minor issues; for major faults or quality failures, we’ll offer exchange or refund. In some cases we may ask you to return the item or provide evidence (such as photos of the damage). To start a claim, email support@firstwalkers.com.au with your order number – our customer service team will guide you through each step.
What qualifies as a fault? Manufacturing defects – not normal wear and tear – are covered. Misuse or damage from regular use is excluded.
The shoes I want are out of stock. When will they be back? Can I be notified?
We receive new stock batches roughly 2–3 times per year. Between drops, specific sizes of popular models can sell out, and we sometimes run waitlists.
If there’s a specific model and size you want to be notified about, email support@firstwalkers.com.au with:
- Product name (for example, “Chelsea Amber high-top boots”)
- Size (EU sizing, e.g. 26)
We’ll let you know if a restock is planned and add you to the waitlist for that exact size. Backorders aren’t always possible (it depends on the production schedule), but we’ll always tell you the expected return date if there is one.
How do I get an invoice for my NDIS plan manager?
You have two options.
Option 1: Use our online NDIS invoice tool (recommended)
- Add your selected shoes to the shopping cart at firstwalkers.com.au.
- In the cart, click the “NDIS invoice” button.
- Complete the required fields on the next page.
- Click “Create & Download Invoice” – the invoice will download to your device automatically.
If the invoice doesn’t download, check your browser’s downloads folder, or try a different browser. If you still can’t find it, email us with the participant’s name and NDIS number and we’ll resend a copy.
Option 2: Request an invoice via email
Email support@firstwalkers.com.au with:
- Full name (participant)
- Phone number
- NDIS number
- Shoe model(s) and size(s)
- Shipping address
- Billing address (if different)
We’ll generate and send the invoice as soon as we receive the details.
I generated an NDIS invoice through your online tool – when will my order ship?
We dispatch your order within 1–2 business days of receiving payment from your plan manager. Generating the invoice on its own doesn’t trigger shipping – we need to see the payment land first. If you’ve already paid up front through normal checkout, express shipping rules apply (orders before 12 PM AEST ship the same business day).
Can’t find your NDIS tax invoice in the confirmation email? For orders paid up front through normal checkout, a tax invoice is included automatically in your order confirmation email – check your spam/junk folder first. If you still can’t find it, email us with your order number and the email address you’d like the invoice sent to, and we’ll resend a tax invoice in the participant’s name.
Self-managed plan and need an exchange? Contact us before initiating the return – in many cases we can issue an exchange directly without sending funds back to the plan manager and re-billing.
Are First Walkers shoes podiatrist-approved?
Our shoes are designed with healthy paediatric foot development in mind: structured arch support, dense heel counters, removable insoles for orthotic compatibility, and flexible (but not floppy) soles. Many Australian paediatric podiatrists and physiotherapists recommend our range to clients who need extra support, are wearing orthotics, or are starting to walk.
For health professionals: if you’d like to view samples or set up a clinic referral, email support@firstwalkers.com.au with your clinic details and we’ll be in touch.
Do you have a physical store?
No – First Walkers is an online-only retailer based in NSW, Australia. All orders are placed through our website at firstwalkers.com.au and dispatched from our local warehouse.
We ship across Australia and internationally, and customers based in Europe can also shop from our European online store at firstwalkers.com. You can reach our customer service team on 1300 791 175 or support@firstwalkers.com.au – we reply within one business day.
