Here's the answers to some of our most Frequently Asked Questions : 

Are you Covid safe?
Yes 100%. We will only allow up to 3 families in-store at anyone time. You must hand sanitiser before coming in and when leaving. We ask that you be patient with us in these times. We will only allow 1 adult per family in-store as we need to stick to the 4msq per person rule which equals 10 people in-store at any one time (including staff).

How do I measure my child’s foot from home?
Get your child to stand on a piece of paper and draw around both feet. Measure the length of each foot from the heel to the longest toe (remember it’s not always the big toe). You can look at the width too from the widest part of the foot.

A lot of our styles do have cm measurements within the description of the product so be sure to check this. Add 1 to 1.5cm for growth (maximum). You can email us and we are happy to check the length of a particular shoe. shoes@billylou.com.au

What sort of shoes do I put on my baby?
Soft, flexible shoes are a must. Do no put a full hard sole until they are confidently walking for 6 to 8 weeks. The shoes we recommend are the Old soles baby shoes or the Bobux Xplorer Ranges. They are soft and flexible. With rubber soles to help them get a grip. It is important that they can still feel the ground to help them with their balance and walking.

My child is now walking, what is the best style for them?
Depends on which stage. If they are still wobbly stick to the lighter flexible ones. If they are better then try out the Bobux Step Up range or the Clarks first walkers. It’s a tricky transition so it’s important that the shoes are still flexible but they can probably go into a full sole now. Not sure come in-store for us to fit the correct shoe or call or email us. shoes@billylou.com.au or (02) 9564 2212

What is the biggest size you go up to?
In school shoes we go to a men’s 12. For the fashion styles it’s around a 40 depending on the style (not all styles go that big).  Our trainers go to a US7.

Does my child need more than 1 pair of shoes?
Yes, just like us we need to swap our shoes around for health reasons. Sweat = bacteria. They need to dry out. Also, if you have a young child they have accidents and love a puddle so a backup pair is important.

How do I return my online order?
Firstly you need to fill out an online form here : https://billylou.com.au/pages/returns

Once you have done this we can help you. You will receive an email with next steps.

Can I get a refund on my online order?
Yes, for ONLINE orders we can refund for the product once it is returned into store in as brand new condition as per our returns policy.
https://billylou.com.au/pages/returns

Can I exchange my online order?
Yes of course. Just following our online returns here : 
https://billylou.com.au/pages/returns

How long do I have to exchange a pair of shoes?
7 days for in-store purchases
14 days for online purchases

Do I need to cover the cost for the return shipping?
Yes, you are responsible for all shipping costs including returning the shoes to us and for any exchanges. https://billylou.com.au/pages/returns

How long does it take for me to receive my order?
We process orders within 2 days of receiving (usually on the day if the store is open). It all depends on where in Australia you live. We are a kids shoe shop based in Sydney so if you are in Sydney it’s pretty quick.

Can I exchange a sale purchase?
If it is bought from the Online Outlet no. We are happy to provide a credit note for sale items outside of the Outlet. No refunds on sale items.

Who do you use to deliver the shoes?
Depending on where you live in Australia we will either use Australia Post or Couriers Please.

Can I return my online order in-store?
Yes, just let us know that you will be doing this via email or phone.

Do you do fittings by appointment?
No.

Do you have Zip or Afterpay?
Yes we have ZipMoney & Afterpay

Do you do layby?
Yes in-store only.

Do you price match?
No. We are small family owned business that specialises in fitting kids shoes. The service and product you receive from Billy Lou Kids Shoes will always be perfect. Our prices are within RRP’s and are fair to the business and our partners.

What if my shoes are faulty?
This will be assessed on a case by case basis. Please call us to discuss on 02 9564 2212.

How do I convert between UK/US & European sizes?
See chart here :

https://cdn.shopify.com/s/files/1/0180/5543/0208/files/BLKS_SHOESIZE_CHART.pdf?3693

Still not sure email us – shoes@billylou.com.au OR phone 02 9564 2212

How do I know if the shoe is UK/US or Euro sizing?
ALL shoes have an icon that will tell you on the product. It will also tell you in the copy.

Can I use my instore credit not online?
Yes but you will need to email us for us to create a specific online code for you. Email : shoes@billylou.com.au

What are your store hours?
We are open Monday, Tuesday, Thursday, Friday from 11am to 5pm and Saturday 11am to 4pm. Closed Wednesday & Sunday.