Once your order is shipped from our warehouse you’ll receive a shipping confirmation emailwith your tracking information. You can use the tracking link in that email to see the current location and status of your parcel. If you haven’t received tracking details, check your spam/junk folder or contact customer support.

For UK orders, PRENTA offers several options at checkout, such as:

• Royal Mail Tracked 24 — 1–2 working days (if ordered before 3pm Mon–Fri)
  
  
• Royal Mail Tracked 48 — 2–3 working days
  
  
• Royal Mail Economy — 3–5 working days
  

“Working days” refers to Monday–Friday excluding weekends and public holidays.

For international orders outside the UK, delivery services vary (typically 5-10 days depending on your location). Shipping fees and options are shown at checkout

PRENTA ships worldwide to eligible countries. If you want to deliver to a different country than where you placed the order, make sure you select the correct destination region/site (e.g., UK, EU, US) at checkout. Some locations may not be supported.

Yes, during checkout you can enter a different delivery address from your billing address. Just make sure all delivery details are entered accurately before placing your order.

Yes PRENTA currently does not ship to certain countries and territories. The full list is below, so if your location isn’t supported, you may not be able to complete checkout until shipping is available for your country.

Once an order is placed and confirmed, changes to the delivery address or order details are usually not possible because orders are processed and dispatched quickly. If you need to update something urgently, contact customer support immediately, they may be able to help only if the order hasn’t been shipped yet.

PRENTA does not currently offer specific delivery date or time selection at checkout. Deliveries are scheduled by the courier based on their normal route and timing.

You’ll receive your tracking information in a separate email once your order has been shipped. Tracking is typically available very soon after the dispatch confirmation, once the courier has scanned the parcel into their system, you’ll be able to follow its progress using the tracking link.

We understand that finding the perfect fit can sometimes be daunting and difficult. Foot health is the main consideration when making our shoes. We have a wider fit in general, as well as soft supple uppers and generous straps that allow for a secure fit on both narrow and wider feet. As different brands can vary in size, we advise using our at-home scanning tool (linkedhere) to determine your perfect PRENTA size. This will account for both the width and length of your child's foot through leading technology. The other option is to use our A4 printout guide, which you can download here.

PRENTA offers a 28-day return policy, meaning you can request a return within 28 days from the day you placed your order, provided the item is unworn, unused, in original condition, with tags attached and in original packaging. Returns must be logged through the returns portal. Once received and processed at the warehouse, refunds are issued automatically back to your original payment method. Allow 3-5 days for this to be shown in your account.

Shoes must be unworn, unused, with tags and in original packaging.

Please follow these steps carefully:

1. Use the original packaging and remove the old label
2. Place the shoes back inside the box
3. Seal using the resealable strip
4. Place the box inside outer packaging

Do not use the shoe box as the outer return packaging

Return charges & fees: £2.99 mandatory restocking/return fee on UK orders.

Sale items can be returned as long as they meet the return conditions (unworn, unused and with tags). However this will mean that you qualify only for an exchange for other sale items or store credit.

To make a return:

1. Visit the returns portal on the PRENTA website to start your return.
   
   
2. Follow the guided steps to get your return label (or QR/label details).
   
   
3. Pack the item as outlined in our ‘how do I pack the shoes for return’ FAQ and send it via the specified carrier.
   
   
4. Once PRENTA receives and inspects the return, your refund will be processed.

To place an exchange please use the following steps:

1. Place a new order for the correct size/colour/style. Ensure you use the same email address as previously used.
2. Go to the exchange portal and enter your new order number as well as the order number and item you wish to exchange.
3. Once your returned item has been received and processed in our warehouse your refund will be issued.

Please note if you have exchanged your item we will waive the return fee. Let me know if there is anything I can help you with during the process or if you have any questions.

Once your return parcel reaches the warehouse, allow up to 2 business days for processing. From there, your refund will be sent to your original payment method. Please allow time for your bank or card provider to post the refund to your account.

If you have started a return but have not yet dispatched the parcel, you can simply choose not to send it. If it has been posted and is in transit, the return cannot be stopped or cancelled.

If an item arrives defective, damaged, or incorrect, inspect your order and contact us as soon as possible so we can resolve it. The official returns policy covers these scenarios as part of the general return/refund terms.

Be sure to include photos clearly showing the issue.

You can return the item using an alternative protective outer packaging, as long as the original shoe box is placed inside it. The original shoe box should not be used as the outer return packaging.

Each order should be returned separately through the returns portal so that PRENTA can track and process refunds correctly. Each item should be sent back separately with the corresponding return label attached to the outer packaging.

PRENTA Points is our rewards programme designed to give you extra value every time you interact with us. When you sign up, you’ll receive a welcome code of15% off your first orderand gain access to exclusive member benefits, early product releases, and future rewards. It’s our way of saying thank you for being part of the PRENTA community.

Once you’re signed up, you’ll get:

• A welcome discount on your first order.

• Sneak peak of new products.

• Special offers and promotions reserved for members.

As you shop more, you’ll unlock future benefits tied to your activity.

Joining is free and easy, just enter your email in the PRENTA Points section on our Rewards page and submit. You’ll immediately be eligible for your welcome offer.

You build your total by making qualifying purchases and other loyalty actions defined in the programme. Your points and progress will be tracked in your PRENTA account dashboard once you log in. (Specific tracking details will appear there once you’ve joined.)

When you earn enough activity or spend thresholds, the programme will issue vouchers (e.g., discounts or member perks). You can view all available vouchers and their redemption codes in your Rewards section when logged into your account

This depends on the specific terms attached to each voucher. Generally, welcome discounts or rewards may not stack with limited-time promotions, but you’ll see the applicable rules when they’re issued in your account.

Once issued, you can apply your vouchers at checkout when you’re signed in. Each voucher will show its validity period and minimum spend (if any) in your Rewards dashboard.

If you return an item that contributed to your rewards, your spend total will be adjusted accordingly, which may affect your points balance or future voucher eligibility. Credits will appear in your account once the return is processed.

Returned items that were purchased using vouchers may result in an adjustment of your voucher balance. The value of the voucher may be reinstated, reduced, or treated according to the original reward terms. The updated balance will be reflected in your account

Any questions about how your personal data is used in the PRENTA Points programme should be directed to our Customer Care team or by reviewing thePrivacy Policylinked at the bottom of our website.

PRENTA offers several tools to help you find the ideal size, including: (Can we make the bold hyperlinks that take the customer directly to that tool/information about it?)

• A digital at-home foot scanning tool that captures accurate measurements using your device’s camera.
  
  
• A printable foot measurement guide you can use at home with a ruler.

• Happy toe zone can be used if you have shopped with us before 

• For Babies these measurement methods may be tricky so using a tape measure will help determine the size of their feet

PRENTAs scanning tool uses the A4 piece of paper as a comparison to determine length and width of the foot.

Most modern smartphones and tablets with a working camera can be used for the scan. The tool runs in a mobile web browser no app download is required and guides you step by step to capture both feet accurately.

PRENTA’s scanning system is designed to deliver industry-leading accuracy, capturing detailed measurements of foot length and width. It accounts for individual variation between feet and provides a reliable basis for size recommendations.

1. Print the guide at 100% scale (no resizing).
   
   
2. Have your child stand with their heel against the marked guide.
   
   
3. Make sure the entire foot is flat and weight-bearing.
   
   
4. Record the measurements shown for both feet.

Yes, you can use a tape measure to measure foot length and width at home, but PRENTA’s printable guide and digital scan are specifically calibrated to provide the most precise, shoe-fit-specific measurements. A traditional tape measure may be less accurate, especially for width.

The Happy Toe Zone refers to the soles in our shoes they are unique and include

PRENTA shoes should include appropriate growth space, often referred to as “toe room”, to allow room for natural development without being too loose. The exact amount depends on age and walking stage.

For crawlers , PRENTA recommends soft-soled, flexible shoes that protect feet while allowing natural ground feel and movement. These promote muscle development while still offering traction and comfort. We would recommend to keep them out of shoes however ourpram shoes are a great option for keeping your babies toes warm or starting to get them used to wearing shoes.

For non-walking babies, PRENTA’s soft pre-walker and pram shoe styles provide gentle protection without restricting natural foot movement. These styles often have cozy linings and soft, flexible soles.We would recommend to keep them out of shoes however ourpram shoesare a great option for keeping your babies toes warm or starting to get them used to wearing shoes.

The PRENTA x Soles4Souls partnership brings together PRENTA and Soles4Souls, a non-profit organisation that transforms unwanted shoes and clothing into opportunities for people in need. This collaboration enables PRENTA customers and community members to donate shoes and clothing to help communities around the world and reduce waste.

When you donate your shoes, you help keep usable footwear out of landfills and give them a purpose. Donated items are used to provide relief to individuals and families in need, and also support sustainable job creating opportunities through Soles4Souls’ programs.

After donation, shoes are sorted and put to good use. Some items provide immediate relief to people in need, while others are distributed to micro enterprise partners or resold by local entrepreneurs to create sustainable income in developing communities.

If you’d like to donate a pair of PRENTA shoes, you can click the donation link on the PRENTA Soles4Souls page. A member of the PRENTA team will then respond and provide you with a shipping label to send in your shoes.

You can donate gently worn shoes. As long as the item is still wearable and has life left in them, they can be put to good use. Soles4Souls accepts items that aren’t damaged beyond regular wear.

Yes, when you request to send your PRENTA shoes through the partnership, PRENTA will provide you with a shipping label after you fill out the request through their donation link.

Yes! While PRENTA’s donation process specifically handles PRENTA shoes, Soles4Souls accepts all new and gently worn shoes and clothing, regardless of brand, through their broader donation programmes.

Soles4Souls works with local partners who purchase donated shoes and clothing, which they sell within their communities. This creates sustainable small-business opportunities and helps individuals earn a living, while simultaneously keeping textiles out of landfills and reducing environmental impact.

When you shop at PRENTA, part of being connected to the brand’s values supports this partnership’s mission of helping to care for the planet and communities through giving back. The partnership is part of PRENTA’s broader sustainability and social impact commitment.

If you need help with your donation process, especially regarding your PRENTA donation, pleasereach out to our customer service team.For broader questions about Soles4Souls or donations, you can also reach out through Soles4Souls’ official contact options on their website.