Frequently Asked Questions

The answers to all life's questions

How do I know what size to buy?

Measure! It’s very important to measure your child’s foot first. Every product has a size chart right above the product description. It will give you the measurements of the shoe sole in cm against each size and give a recommended age range. Measure your child’s foot from the end of the heel to the top of the longest toe. When choosing the size, you should allow some wriggle room from the top of the toe to the end of the shoe. It should be approximately 1.5cm (finger width) for babies and 2cm (thumb width) for toddlers.

How do I know they are a good fit?

When your child is wearing their shoes and standing up, check the fit by gently press down with your thumb at the end of their toes. There should be no more than approximately a finger space for babies and thumbnail space for toddlers between the end of the toes and the shoe. You should not allow much more than this or else the shoes will be too big and can effect the way they walk in the shoes. Similarly, their toes should not be pushing to the end of the shoe or bulging at the sides of the shoe.

We are always here to help! Ask us anytime about sizing at info@romperstomperkids.com or via Facebook & Instagram.

Do I need to sign up to buy?

Romper Stomper requests that you set up an account to make a purchase. This allows us to collect information like your email and shipping address to be able to send you important information regarding your status of shipment or process of returns.

I have forgotten my password, now what?

You can go to the login button on our home page and click on the link “lost your password?”. Enter your email address and click “reset password”. You will be emailed a link to reset your password.

What methods of payment are accepted?

We accept Mastercard, Visa and American express credit cards. You can shop with confidence knowing your credit card details are safe as we use Secure Socket Layer Technology (SSL) to encrypt your information. We also accept Paypal and Afterpay as method of payment.

How much does shipping cost?

Orders over $100 within Australia are shipped for free!

Orders under $100 within Australia are shipped at a flat rate of $8.95.

Express postage within Australia is available at a flat rate of $14.95.

International orders are charged at the following flat rates:

New Zealand – $14.95 AUD
Singapore, Hong Kong, Malaysia, South Korea – $19.95 AUD
United States – $29.95 AUD
United Kingdom – $29.95 AUD
Not Specified Above – $29.95 AUD

How do I return a product?

If your item is not suitable, Romper Stomper Kids will provide you with a refund of full priced and sale items within 14 days of the purchase date provided the item is received unworn, in the original condition with intact packaging and tags attached.

FREE RETURN postage is provided to all customers Australia wide. To activate returns, customers can email info@romperstomperkids.com within 14 days of the purchase date with:

  • ‘Return Request’ in the subject line
  • Specify the order number & item to be returned
  • Reason for return

We will then respond with a REPLY PAID return address. This means there is no charge to post back the item.

A refund within Australia normally takes 7-10 days to be returned. Once received by Head Office, the shoes will be inspected and if in good order, you will be notified and a full refund of the item processed, excluding postage costs.

A refund of items is eligible to international customers provided that the Return Request is received within 14 days of the purchase date. Refunds take approximately 14 days or more to be processed for international customers due to the journey the shoes have to make to get back to us.

 

 

Do you exchange items?

 

We do not process exchanges, however customers can place a new order for the style or size they need and then request a FREE RETURN of their original purchase. See above FAQ outlining our easy FREE RETURN process.

When will my return be processed?

Please allow between 7-10 days within Australia and 14 days outside of Australia for your item to be returned to us by standard post and your refund to be processed. You will receive an email from our customer service department notifying when your refund has been processed. Shipping times for returns sent via standard post can vary, so please allow at least 7 days for us to receive your goods before contacting us.

When is a size/product coming back in stock?

We will try our best to have available sizes for all current stock however our shoes are seasonal and we generally don’t re-order styles and sizes once they are out of season. This ensures we always have fresh new styles available for our little stompers. If you would like to check if a product is coming back in stock, please feel free to email us at info@romperstomperkids.com or fill out a form on the Contact Us page and one of our team members will provide you with further information.

What do I do if my promo code doesn't work?

Please double check to make sure your promo code is valid. If the code you are using is still valid and is not working, please email info@romperstomperkids.com or fill out a form on the Contact Us page, providing us with your promo code.

I haven't received my order. What do I do now?

Customers can track their order at any time via the ‘Track Your Order‘ page. Simply insert your email address used at checkout and your order number which can be found in your email receipt. If you have been waiting more than 3 business days for your goods to arrive within Australian metro areas, more than 5 days within Australian non-metro areas and more than 14 days internationally, please track your order first. This will give you important information as to the status of your shipment. If you have tracked your order and the status says “delivered” but you haven’t received your goods, please email us at info@romperstomperkids.com immediately with your order number.

How long will it take to receive my order?

Please allow 3-5 business days for your goods to arrive within Australian metro areas and 4-7 business days outside of Australian metro areas. It could take up to 14 days if your order is placed outside of Australia. Express postage within Australia will guarantee your goods arrive within 1-2 business days.

How do I measure my chid's foot?

It’s really important to measure your child’s foot before deciding on the size (unless you are already confident on the size of their foot). So get out the tape measure and measure when they are standing or get the closest measurement you can on your baby with their foot in your hand. Get the length from the end of the heel to the end of the longest toe. Make sure you leave approximately 1.5-2cm at the most from the big toe to the end of the shoe (about the space of a thumbnail).

If your shoes have arrived and they do not fit your child’s foot, we are very happy to return or exchange them within 28 days of the purchase date. Please refer to our return policy for instructions. We want to make sure that your little one is stomping around in shoes that fit well!

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