FAQs

Need help finding the right shoe for you? Check out our frequently asked questions.

What is my shoe size?
What if my shoes do not fit?
Is it normal for my new shoes to give me blisters and pain?
Will my orthotics fit into my shoes?
I cannot see the size in the shoe I want. What now?
How do I know if my order is successful?
How long will it take to receive my shoes?
How much does delivery cost?
Can I safely use my credit card to make a payment?
How can I look after my shoes?
Can I talk to someone for advice on shoes for me?


What is my shoe size?

There are three types of shoe sizes recognised throughout Australia; US, UK and EURO. Each sizing system is different, so knowing what shoe size you are can be difficult. When you have found a shoe style that you like, click on the ‘View Size Chart’ link on the product page. This will help you convert your shoe size for the style you are looking at.

For more information visit our sizing page for tips on help to choose the right size for your feet.


What if my shoes do not fit?

Don’t panic! If you do receive your shoes and the size is not correct, we will happily exchange for another size, free of charge. Postage is on us!


Is it normal for my new shoes to give me blisters and pain?

The built-in arch support in some shoe styles can modify the way you stand and walk, so muscles in your feet and legs may feel sore while your body adjusts. High quality leather and other materials used in the shoe uppers can be stiff at first, particularly around the heel counter and across the toes. To reduce the risk of muscle fatigue and blisters, we recommend you wear-in your shoes for 1-2 hours at a time around the house with socks on. 

The team at Balance Footwear can help you with heel grips, bunion guards and other fitting aids that can help you wear-in your shoes more comfortably.

Contact us immediately if you have any concerns. Please note, all shoes can only be returned in resalable condition with no signs of wear.


Will my orthotics fit into my shoes?

When looking for orthotic friendly footwear there are a few important factors to look for including shoe width and whether or not the shoe has a removable insole. Also, the depth of the heel cup and toe box can impact whether the orthotic will fit the shoe. We stock a large array of our orthotic friendly shoes. To help you find out whether a shoe is suitable for an orthotic, each shoe listed on our site shows if the shoe is suitable for a full length, three quarter or no orthotic. For more assistance, our trained staff are on hand to help you find orthotic friendly footwear suitable for your needs. 


I cannot find my size in the shoe I want. What now?

If you can’t find the shoe size that you are looking for please contact us directly via email, phone or live chat.

We will investigate further for you and may be able to order in the shoe size directly from our supplier for you. 


How do I know if my order is successful?

If your order has been successful, you will receive an automatic email with your invoice within the first 24 hours of placing your order. This invoice will be sent to the email address provided during the checkout process. If you do not receive this email, please contact us immediately. Please ensure you have checked your junk mail folder prior to contacting us.


How long will it take to receive my shoes?

We are committed to ensuring you receive your shoes as quickly as possible. All orders are processed within two business days. Standard postage can take from 2-10 business days, depending on your location. Express shipping can take up to three days or less if in a major city.


How much does delivery cost?

For orders over $100, standard delivery is free. For orders under $100, standard delivery is $10. Express shipping costs $15. 


Is it safe to use my credit card to make a payment online?

Yes, all payments made via the Balance Footwear website are processed through Secure Pay to protect your details as they can only be read on the secure server. Balance Footwear uses the Comm Web merchant facility provided by the Commonwealth Bank. You can shop with confidence knowing that all credit card data is secured with 128-bit encryptions, CVV2 checking and 3D Secure.


How can I look after my shoes?

Many of our shoes feature polyurethane (PU) soles. The millions of tiny air bubbles in PU are great for shock absorption. However, PU needs to be used/worn regularly and does not like to be kept in damp or confined spaces. After each wear, ensure shoes are allowed to dry naturally (not near a heater or fire) as they will have absorbed perspiration, and store them where air can circulate (not in a box).


Can I talk to someone for advice on the shoes for me?

Yes, we are more than happy to give advice when purchasing footwear. Our staff are highly trained and have an extensive knowledge of all of our products. 

Please contact us using any of the methods below so we can help.

LiveChat – available on the website

Email– enquiries@balancefootwear.com.au

Phone–  07 3861 0132

For more information visit our Contact Us page.