* Shopping & Orders *
I tried to place an order and it failed (I didn't see any order number), but my credit card got charged! Can you refund my order?
Your bank is withholding the money despite the transaction failed. Rest assured that the unsuccessful transactions will be not charged. Your bank usually releases the amount withheld within 7 business days, and it means that you won't see it in your recent transaction activity after this timeframe.
If you consider trying to reorder, please note that billing address is the address you registered with the bank (the issuer of the specific credit card that you try to use), and it may be different from shipping address. If you still have any other questions, please feel free to reach out to us at Customerfirst@Robeez.com.
How do I return or exchange a product?
*Products marked as final sale are not eligible for return or exchange.*
You may return an item to Robeez within 30 days* of the original purchase. The product must be in its original, unused condition. Products marked as final sale are not eligible for return or exchange.
*Black Friday sale and holiday returns (orders from BFCM sale to Christmas) are extended till January 15th.
Please arrange your own return and contact us for the necessary documents to be included in the return package. Returns without these documents won't be processed, and shipping fees are non-refundable.
Please send your return request to us at Customerfirst@Robeez.com, and we will the necessary documents to be included in the return package.
Please note that we cannot process refunds and are not liable for the returns if the return packages are without necessary documents provided by us.
At this time, we cannot offer exchanges for your returned merchandise. We suggest you follow the return procedures to return Robeez merchandise and simultaneously place a new order for replacement merchandise through Robeez.ca. We will process your return upon receipt and credit your account as necessary.
Do you provide return labels?
Sorry we currently don't provide return label, and you are responsible for the return shipping. However before you send it back to us, please send your return request to us at Customerfirst@Robeez.com, and we will provide and necessary documents to be included in the return package.
Please note that the product being returned must be in its original, unused condition. Products marked as final sale are not eligible for return or exchange.
Can you help edit or cancel my order?
Unfortunately, we cannot edit the order once it is placed. We suggest you submit a request to cancel the order and re-order it again. We will make our best effort to cancel but it is not guaranteed.
If you would like to cancel your order, please contact us as soon as possible after placing your order. Orders can only be canceled by contacting Customer Service at Customerfirst@Robeez.com. Customer Service is available Monday to Friday from 9:00 am - 4:00 pm (Eastern). The longer you wait to cancel, the greater the chance the order has passed through our system to the warehouse for shipment. You will then have to return the merchandise for a refund.
How would the transaction appear on my credit card activity / bank statement?
It will show as "Podium I Brands" there. It is the holding company that Robeez belongs to.
* Fitting & Sizing *
Are they good for walkers or pre-walkers?
Yes, we have different shoe types to serve both walkers and pre-walkers.
To ensure healthy foot development, we recommend pre-walkers to wear soft-bottomed shoes. Our Soft Soles, Snap Booties, Aqua Shoes and select First Kicks / Sandals / First Kick Boots (age 6 months and less have soft bottoms) are perfect for pre-walkers.
For beginner walkers, more support is needed for them, and we use rubber soles to provide more grips. Water Shoes and Slippers and select First Kicks / Sandals / First Kick Boots (age 6 months and older have split rubber soles) are made for beginner walkers to add durable traction and help prevent falls.
How easy are they to take off?
Just hear from our customers:
These dino shoes are awesome. We get so many compliments on them, they are just so unique. They are very easy to put on and take off, and they stay on my wiggly toddler without coming off. – 5 stars ★★★★★, Alison S.
Ordered these for my 15m old and they are perfect! Easy on, don’t slip off and the suede sole gives good traction. I ordered 12-18 month sizing and it is a perfect fit for my daughter. She wears a size 4 presently. – 5 stars ★★★★★, Colleen M.
I use to buy robeez shoes for my children when they were small ( almost 18 and 19 now) and have saved them. Want this new baby to enjoy them as much as my two did. Easy to slip on and they stay on. Thanks for still being around. – 5 stars ★★★★★, Joanne N.
Regarding how the shoes are opened, all of Robeez soft soles and Aqua Shoes use elastic opening around the ankle to ensure easy on and off. Most of our First Kicks, Boots and Sandals have Velcro strips/bands to make the shoe adjustable to the feet. Some styles use elastic bands.
Am I getting the right size? How do I find my baby’s shoe size?
We recommend a slightly larger size so that your baby has room to grow. This way you will get longer use out of each pair of shoes.
How do I know if my baby is comfortable in their shoes?
There are numerous signs you can look out for to tell if your baby is comfortable in their shoes or if it’s time for them to move up a shoe size.
If your baby:
- Is constantly stumbling or tripping…
- Drags the toes of their shoes…
- Has red imprints of the shoes left on their feet…
- Is repeatedly taking their shoes off…
…then it may be time to order the next size up of their favorite Robeez shoes. You can always refer back to the sizing chart to determine what size shoes your baby should have next.
* Product Clean & Care *
Are they washable?
To extend the product lifetime, we recommend to spot clean with a mild detergent and damp cloth.
How do I keep my baby’s shoes clean?
Babies are unpredictable and we understand that there’s no telling what messes they’ll encounter in their Robeez shoes. We recommend you spot clean your shoesoccasionally — using a damp cloth and mild detergent — to guarantee you’re getting the longest life out of Robeez shoes. Here are some DOs and DON’Ts we’ve created for you to make the most of your Robeez shoes:
- Spot clean as the shoes get dirty with a damp cloth
- Use mild detergents
- Air dry (if the shoes feel stiff, you may put shoes in the dryer with NO HEAT on the delicate cycle)
- Reshape the toe area with a soup spoon
- DO NOT machine wash
- DO NOT submerge in water
- DO NOT dry with heat
- DO NOT bleach
- DO NOT iron
For the soles, check suede regularly for worn down areas. Rub the sole with light sandpaper or a wire brush to regain suede texture.
For Robeez socks, we recommend washing in warm water (do not use bleach) and drying on a low heat setting. Do not iron.
Do these shoes have a warranty?
If the soles develop holes within 3 months of purchase and they have only been used indoors, they are eligible for a replacement from Robeez.
If you have additional questions regarding the warranty on our shoes, feel free to email our customer service at firstname.lastname@example.org. Customer care is of our utmost priority, we want to know if you have questions, concerns, or comments regarding our products. Send us a short description and photos — if you can — of any issues you may be having with our products, and we’ll get back to you.
* Product Usage & Materials *
Will these shoes hold up outside?
Most Robeez shoes are recommended for indoor use and light outdoor activities. Water Shoes and Aqua Shoes are made for water activities, and are waterproof.
Can I wear the boots outside in the snow?
Robeez boots are not water/snow-proof. They are structured silhouette looks, feels, and operates like a boot, and are best suited for indoor use and light outdoor activities.
Do snap booties have one or two snaps?
All of our snap booties have 2 snaps to adjust to a better fit.
Why some baby socks have lining inside, while others don't?
Socks are lined when they have heavier art or placement of art is on the bottom half of the sock that will have more contact with babies’ toes. This is done to ensure that the babies’ toes do not get caught on the inside loops of the socks.
Please follow our sizing chart to choose the right size. Socks should fit correctly with and without the liner.
Are your shoes made with real leather?
MOST of our shoes are made of genuine leather. We use genuine leathers for Robeez shoes. Instead of using harsh toxic chemicals during the tanning process we use vegetable-based oils making it more eco-friendly.
Do you use non-toxic materials on all your products?
MOST of our shoes are made of genuine leather.
We use genuine leather for our Robeez footwear and instead of using harsh toxic chemicals during the tanning process we use vegetable-based oils making it more eco-friendly. If we ever use organic cotton or any special yarn it will be called out on the product packaging.
If you have any questions about any specific styles, please contact us at Customerfirst@Robeez.com.
Are your shoes tested?
Yes, all Robeez shoes go through testing – that includes the main shoe material as well as any patches, trims or any other details added to the style.
If you have any questions about any specific styles, please contact us at Customerfirst@Robeez.com.
Where are they made?
Most of our shoes are made in China, but we have some styles were made in India as well.
* Other *
What is the difference between Robeez shoes and Ro+Me shoes?
While both Robeez and Ro+Me by Robeez prioritize healthy foot development (building arches, strengthening ankles, improving balance, etc), they cater to different segments of the market with their unique offerings.
Robeez is a top-tier brand known for its authentic leathers, breathable materials, and captivating 3D designs. Their flexible soles are especially known for closest to a barefoot walking experience, fostering arch development, ankle strength, and balance. The brand's "first kicks" series adopts a "mini-me" style, ensuring utmost comfort with ultra soft leathers, cushioned insoles and split-runner non-skid insert soles.
Conversely, Ro+Me, although in line with Robeez's core philosophy, brings a splash of vibrant colors and playful designs using quality faux leathers. While the brand echoes many of Robeez's standards, its main appeal is offering these qualities at a more appealing price point..