Help centre
Answers for happier feet.
54 answers on sizing, comfort, care, delivery and returns. Search below or pick a topic to jump straight to it.
Sizing & fit
Which size should I order?
Start with the size you usually wear in everyday shoes. If you're between sizes or unsure, send us your usual size and the brand you normally wear before you order, and our team will recommend the best fit for that style.
I have wide feet. Will OrthoFit fit me?
Yes, that's exactly who we design for. Our shoes have a roomy, wide toe box so your toes can spread naturally without squeezing or rubbing.
How do I measure my feet at home?
Stand on a sheet of paper with your heel against a wall, mark the tip of your longest toe, then measure from the wall to the mark in centimetres. Measure both feet in the afternoon, when feet are at their largest. Send us the measurement of the longer foot and we'll match it to the right size.
Do your shoes run true to size?
Our shoes are designed around your usual size. Fit can vary slightly between styles, so check the details on each product page, or ask us for a recommendation for the pair you have in mind.
Should my shoes feel tight at first?
They should feel comfortable and supportive, not tight. If something pinches or rubs, get in touch and we'll help you find a better fit.
My feet are different sizes. What should I do?
That's very common. Choose the size that fits your larger foot comfortably, then adjust the laces or straps on the smaller foot for a snug, secure feel.
What if my size doesn't fit?
You're covered by our 100% size guarantee. Contact us with your order number and the size you need, and we'll send you a new size for free, with shipping on us. This is limited to one free replacement per product.
Foot comfort
Can OrthoFit help with bunions?
Our wide toe box takes pressure off the joint at the side of your foot, which many customers with bunions find makes a real difference. Every foot is different, so if you have a diagnosed condition we always suggest checking with your podiatrist.
Are they good for swollen feet?
The roomy fit gives your feet space when they swell during the day. Tell us about any swelling when you message us and we'll point you to the best style and size.
Do they help with heel pain or plantar fasciitis?
Many customers with heel pain find a supportive, cushioned shoe makes long days more comfortable. We can't promise a medical result, so if your pain is ongoing please speak to a podiatrist or doctor. Tell us what you're dealing with and we'll suggest the style with the most support.
Are they suitable for sensitive or diabetic feet?
The roomy toe box helps reduce pressure and rubbing, which many people with sensitive feet appreciate. If you have diabetes, neuropathy or another medical condition, please check with your healthcare provider before choosing new footwear.
Is there a break-in period?
Our shoes are designed to feel comfortable from the first wear. As with any new pair, we suggest wearing them around the house for a few hours first so your feet can get used to them.
Can I wear them all day?
Yes. OrthoFit shoes are built for everyday comfort, from walks and errands to long days on your feet.
Which pair is best for my feet?
Tell us about your feet (bunions, swelling, heel pain or wide feet) and your usual size. We'll recommend the pair and width that suits you best.
Shoes & materials
Are OrthoFit shoes orthopedic?
OrthoFit shoes are designed around foot comfort: a wide, roomy toe box, a supportive fit and cushioning for everyday wear. They are comfort footwear rather than a medical device, so they don't replace treatment or custom orthotics prescribed by a professional.
Can I use my own orthotics or insoles?
Thanks to the roomy fit, many customers wear their own insoles or orthotics. Whether the original insole comes out depends on the style, so check the product page or ask us about the pair you're looking at.
Do you have styles for men and women?
Yes. We make styles for both, and you can browse them in our Women and Men collections.
Are they waterproof?
Our shoes are made for everyday wear, but not every style is waterproof. Check the materials on each product page, and avoid soaking them, as heavy rain or deep puddles can affect the fit and finish.
Will a sold-out size come back?
We restock popular styles and sizes whenever we can. Message us with the style and size you want and we'll let you know when it's expected back.
Care & cleaning
How do I clean my shoes?
Brush off any loose dirt, then wipe the outside with a soft cloth and mild soapy water. Avoid harsh chemicals and bleach, as they can damage the material.
Can I put them in the washing machine?
We don't recommend it. Machine washing and tumble drying can weaken the glue, warp the sole and change the fit. A gentle hand clean is the safest way to keep them looking new.
How should I dry them?
Take out the insoles if they come out, stuff the shoes with paper and let them air dry at room temperature. Keep them away from heaters, radiators and direct sun.
How do I keep them fresh?
Let your shoes air out between wears, and if you wear them every day, consider rotating with a second pair. A sprinkle of baking soda left overnight helps with odours.
Orders
I didn't get an order confirmation email.
Check your spam or promotions folder first. If it isn't there, the email address may have had a typo at checkout. Message us with your name and the email you used and we'll find your order.
Can I change or cancel my order?
Most orders are processed within 1 business day, so message us as soon as possible with your order number and we'll do our best to update it before it ships. Once an order is in transit it can't be cancelled, but you can still return it within our 30-day return window.
Can I change my delivery address?
If your order hasn't shipped yet, we can usually update it. Message us right away with your order number and the correct address. Once a parcel is on its way, the address can't always be changed. Please double-check your address at checkout: if an incorrect or incomplete address was provided, we can't resend a new pair or refund that order.
Can I add an item to my order?
Message us quickly with your order number and what you'd like to add. If it hasn't shipped yet we'll try to help; otherwise it's simplest to place a new order.
Do I need an account to order?
No, you can check out as a guest. An account simply makes it easier to see your order history and track your deliveries.
Shipping & delivery
Where do you ship?
We ship worldwide. You'll see the delivery options and the shipping cost for your country at checkout, before you pay.
How much does shipping cost?
Shipping is normally charged based on the country your order is delivered to, and the cost is always shown at checkout. Right now, shipping is free as part of our sitewide sale. Country-based shipping charges apply again once the sale ends.
How soon will my order ship?
Most orders are packed and processed within 1 business day. During peak season, or when a product is low in stock, processing can take up to 5 business days.
How long does delivery take?
Counted in business days from the day your order ships: 6–10 days to the USA, Canada, the UK, Australia and New Zealand; 7–14 days to the rest of Oceania; 10–21 days to the rest of Europe; and 10–30 days to Latin America and all other countries. During holidays and peak season, allow an extra 5–10 business days.
Where is my order?
As soon as your order ships, we email you a notification with your tracking number so you can follow it. Haven't received one, or the tracking number doesn't work? Contact us with your order number and we'll fix it.
My tracking hasn't updated. Should I worry?
Tracking can pause for a few days, especially when a parcel crosses borders or moves between carriers. If there's been no update for more than a week, send us your order number and we'll look into it.
My order arrived late. Do I get anything back?
Yes. If your order takes longer than 30 business days to arrive, you're eligible for a 10% refund. Contact us with your order number to claim it.
Will I pay customs or import fees?
This depends on your country and its import rules. If you'd like to check before you order, message us with your country and we'll help where we can.
My parcel says delivered, but I can't find it.
Check around your door, with neighbours and in your mailbox or parcel locker, as carriers sometimes leave parcels nearby. If it still hasn't turned up after a day, contact us with your order number and we'll follow it up with the carrier.
My parcel arrived damaged or with the wrong item.
We're sorry about that. If we sent the wrong size or colour, we'll send a free replacement with shipping on us. For a damaged or faulty item, contact us with your order number, proof of purchase and a photo or video of what arrived, and we'll make it right.
Returns & refunds
How does your 30-day return guarantee work?
You have 30 days to decide, even if you've worn them. Walk in them, test them, live in them. If they're not right for you, contact us within 30 days and send them back, and we'll process your refund once they reach us and have been inspected.
Can I return shoes I've already worn?
Yes. We accept returns of our shoes within 30 days, even if they've been used. No need to keep them box-fresh.
I changed my mind. Can I still return my order?
Yes, as long as you're within the 30-day window. For items no longer desired, return shipping is paid by the buyer.
How do I start a return?
Message us through our Contact Us page or email support@theorthofitstore.com with your order number. Your message is our highest priority, and you'll hear back promptly with everything you need to send your pair back.
Who pays for return shipping?
For returns for a refund, the buyer pays the return shipping. If your size doesn't fit, or we sent the wrong size or colour, the replacement ships free, on us.
How does the 100% size guarantee work?
If your size doesn't fit, or we sent the wrong size or colour, tell us your order number and the size or colour you need. We'll send you a free replacement, with shipping on us. Each product qualifies for one free replacement.
My replacement size doesn't fit either. Can I get another one?
We offer one free replacement per product, so we can't send a second free one. You can still return it for a refund within the 30-day window, with return shipping paid by the buyer.
When will I get my refund?
We process your refund once your return has reached us and been inspected. It's credited back to your original payment method, and your bank may take a few business days to show it.
What if my shoes are faulty?
Contact us with your order number, proof of purchase, a photo or video of the fault, your complete delivery address and a contact phone number. In some cases we may need the photo or video as proof before we replace the pair or refund it.
Can a gift be exchanged for a different size?
Yes. Send us the order number or the buyer's name and email, and we'll arrange a new size for the recipient under our 100% size guarantee.
Payment & security
What payment methods do you accept?
We accept major cards including Visa, Mastercard and American Express, plus PayPal, Apple Pay, Google Pay and Shop Pay. The options available to you are shown at checkout.
Is checkout secure?
Yes. Checkout runs on Shopify's secure, encrypted payment system, and we never see or store your full card details.
Can I pay in my local currency?
Yes. In many countries prices and checkout are shown in your local currency, such as AUD, GBP, EUR or CAD. Your bank may still add its own conversion fee, depending on your card.
How do I use a discount code?
Enter your code in the discount field at checkout. If it isn't working, send us the code and we'll check it for you.
Can I use more than one discount code?
It depends on the codes. Some can be combined and some can't, and checkout will tell you if a code can't be used together with another. If in doubt, ask us.
Why do I see a pending charge?
Some banks briefly show a pending authorisation when you place an order. If an order didn't go through, your bank releases that hold automatically, usually within a few business days.
Full policies
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Message our teamStill need help?
Talk to a real person about your feet.
Tell us your usual size and what's bothering you. We'll recommend the right pair and width.
support@theorthofitstore.com
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