Frequently Asked Questions
1. Do I need to set up an account to order online?
You can shop at Ten Feet Tall without creating an account. However, if you do create an account you'll have the benefit of being able to track your order and request a return, directly from your account. You'll also be able to save your address so that you can complete your purchase even quicker next time.
2. I've forgotten my password, what should I do?
To reset your password simply click on Forgot your password on the Login page.
3. What payment methods do Ten Feet Tall accept and is it safe to use my credit card online?
We accept Visa, MasterCard and American Express. You can also choose to pay with PayPal. All payments are processed through a secure checkout system.
1. Which countries does Ten Feet Tall ship to?
Ten Feet Tall currently ships to all countries in Southeast and East Asia.
2. How long does delivery take?
Delivery takes 48 hours within Singapore and up to five working days to the rest of Asia for orders placed before 5pm Monday - Saturday.
3. How much will delivery cost?
Delivery within Singapore is free of charge. Delivery to the rest of Asia costs between S$20 and $40 depending on the weight of your order. We advise ordering no more than four pairs of shoes per order.
4. How can I track my order?
All international orders will be delivered by DHL. Once your order has been dispatched, you will receive an email containing your air waybill number to track your package. For orders within Singapore, you will receive a text message as soon as your items have been dispatched.
5. How do I return or exchange an item?
Returns are easy, you have 14 days to decide if you want to keep your items. To arrange your return simply click here or contact us at firstname.lastname@example.org and we will send you an e-mail with returns instructions and details about how to book your collection.
1. How do I know when my child needs new shoes?
The “rule of thumb” test is a really quick and simple way to check if your child’s shoes still fit or if it’s time for a new pair. Check their heel is pushed to the back of the shoe and the shoes are fastened securely. Ask your child to stand up straight and tall. The length can be checked by feeling the position of your child’s longest toe in the shoe. Shoes with less than half a mum’s thumb width of space should be replaced. We recommend doing this test at the end of every school term. Children’s feet grow in fits and spurts but they can even grow an entire size in the space of 2 – 3 weeks! Watch our handy video on our When to Buy School Shoes page.
2. How do I measure my child's feet at home?
Simply download and print the paper gauge from our Measuring section and enter the details in our Size Calculator. To convert the UK size into EU size use our Size Conversion Chart.
3. How do I check the shoes I ordered fit when I receive them?
Follow our instructions on our Check The Fit page. There should be about a mum’s thumb width (12-14mm) of growing room between the end of the longest toe and the end of the shoe.
4. Will you have enough stock of shoes if I wait to buy my child's shoes just before back-to-school 2017?
We will have more than 8000 pairs of shoes in our warehouse ready for back-to-school 2017 so yes we'll definitely have a pair that will fit them! In case they particularly like a certain style feel free to order them online or buy them in advance and if they have a huge growth spurt over the summer, we'll be happy to exchange them in our Fitting Studio in Holland Village.
1. Which brands do you sell?
2. My child is a size EU 44, do you sell any big shoes?
Yes, we've seen a lot of big feet over the past few months. It seems that feet are getting bigger and bigger every generation! We have shoes up to a size EU 44 or UK 9.5 (you may even see a couple of Dad's wearing our Isaac's in the office!)
3. Do you sell narrow shoes?
Our Start-rite range of shoes come in a narrow E fitting for the most slender of feet and go up to a G fitting for those needing a wide shoe.
4. My child wears orthotic soles, do you have any orthotic friendly shoes?
We work closely with our podiatrist Helen Crawford and have many shoes with removable insoles which are perfect for those children wearing orthotic insoles. Our podiatrist comes to the fitting studio at least once a month and offers free 15-minute mini consultations.
1. How do I clean my child's leather shoes?
To remove dirt or dust, wipe gently with a dry cloth then dampen with warm water and wipe again. Use a high quality black cream polish, then buff to a shine. Have a look at our handy Wear and Care guide here.
2. How do I clean my child's patent shoes?
Use a soft damp cloth and a drop of mild soap to clean.
3. What do I do when my child's shoes get wet?
If shoes are really wet, fill them with newspaper overnight to absorb moisture and help them to keep their shape. Always allow leather to dry naturally, away from direct sunlight and direct heat sources (like heat vents) which can dry out the leather and cause it to wrinkle and crack.