Returns and Exchanges
Can I return a sale item?
Yes, items on sale are eligible for 30-day free returns as long as they are unworn and in their original packaging. See our returns page for more information.
Can I return an item given to me as a gift?
Yes, as long as is long as they are unworn and in their original packaging. See our returns page for more information. The refund will be issued as a store credit.
How long does it take to process my return?
Once we receive and inspect your items, processing takes 24 hours. Refunds will be issued to the original payment method. Note that the time from processing to the time you receive the return varies buy your bank.
What should I do if my order is faulty or damaged?
We have very strict quality control standard however on the rare occasion your shoes are faulty or damaged, we sincerely apologise. Please contact our Customer Care team ideally with photos to help us identify the issue and we'll assist with a replacement or refund.
How do I return an item?
We offer free returns within 30 days of receiving your order. Items must be unworn, in their original packaging, and have proof of purchase. Start your return by clicking the 'Start My Return' button on our Returns page.
Do you offer exchanges?
If your size isn't quite right, the easiest way to exchange is to initiate a return and order a new pair in your desired size.
What if my order arrives damaged?
If your order arrives damaged, contact our support team immediately with photos, and we will assist you with a replacement or refund.
Shipping and Delivery
Can I delay my order shipment?
Orders are processed quickly, but if you need to adjust the timing, contact us as soon as possible.
Can I combine multiple orders?
Orders are processed individually, but reach out to our team to check if we can consolidate your shipment.
Do you deliver to PO Boxes or Parcel Lockers?
Yes, we offer delivery to PO Boxes and Parcel Lockers within Australia.
What is your shipping policy?
We offer free shipping within Australia for orders over $79. Standard delivery takes 3-7 business days.
Do you ship internationally?
Currently, we only ship within Australia, but we are looking to expanding globally in the future.
Multi Fit Series
Why is the Multi Fit Series so popular?
Bay Lane’s Multi Fit Series ensures the perfect fit for any lifestyle. Each pair comes with two removable inner soles for complete comfort and space for most orthotics. The first inner sole is a supple leather-topped functional innersole with a raised heel and arch support that provides all-day comfort for those on the go. The second, a breathable mesh sports innersole which is machine washable and ideal for those who prefer a smoother underfoot feel. If you wear orthotics, simply remove the innersoles and slip in your own for a custom fit.
What makes the Multi Fit Series so comfortable?
Each pair comes with two removable innersoles, allowing you to customise the fit for maximum comfort and support.
How do I machine-wash the removable innersoles?
Yes! The breathable mesh sports innersole is fully machine washable, making it easy to keep your shoes fresh.
Is it easy to use my own orthotics with the Multi Fit Series?
Yes- the Multi Fit series allows for most innersoles. Simply remove the included innersoles and insert your own orthotics for a personalised fit.
Ordering and Payment
What payment methods do you accept?
We accept all major credit cards, PayPal and digital wallets.
Can I modify or cancel my order after it has been placed?
We process orders quickly, but if your order hasn't been dispatched yet, contact us as soon as possible to request changes.
Do I need an account to place an order?
No, you can check out as a guest, but creating an account allows for faster checkout and order tracking.
Do you accept Afterpay or other buy-now-pay-later options?
At the moment we aren't accepting Afterpay or other buy-now-pay-later services. Our payment options include credit/debit card, Paypal, Google Pay, Apple Pay and gift cards.
Can I change my shipping address after placing an order?
If your order has not been dispatched, we may be able to update your shipping details. Contact us as soon as possible.
How can I track my order?
Once your order is dispatched, you'll receive a tracking number via email. Use this number to check your order's progress.
Sizing and Fit
How much do your shoes weigh?
Our shoes are designed to be lightweight while maintaining durability and support. Exact weights vary by style and size.
Which shoes are best for wide or narrow feet?
Our Multi Fit Series sneakers offer the most adjustability and width options for a comfortable fit.
Do you offer half sizes?
Currently, we offer full sizes only. If you're between sizes, we recommend sizing up for a more comfortable fit.
How can I measure my feet at home?
Follow our foot measurement guide on the size chart page to find your best fit.
How do I know my correct size?
Refer to our size guide on each product page for measurements and fitting advice.
Are your shoes true to size?
Our shoes follow standard Australian sizing. If you're between sizes, we recommend sizing up for the best fit.
Do your shoes stretch over time?
Some materials, like leather, naturally stretch slightly over time for a more customised fit.
Product Features
Are Bay Lane shoes durable?
Yes! Our shoes are designed with high-quality materials, sturdy construction, and long-lasting soles to ensure they go the distance.
What materials are used in Bay Lane shoes?
We use a mix of premium leather, breathable mesh, and high-density latex footbeds for superior comfort and durability.
Do Bay Lane shoes provide good grip?
Yes, our hard-wearing outsoles are designed to provide excellent traction, reducing slips and enhancing stability.
How long do Bay Lane shoes last?
With proper care, our shoes are designed to provide long-lasting durability and comfort.
Do you offer waterproof shoes?
While our shoes are not fully waterproof, they are made with water-resistant materials, and we recommend using a protective spray for extra durability.
Do your shoes have non-slip soles?
Many of our styles feature slip-resistant outsoles to provide stability on various surfaces.
Are Bay Lane shoes good for plantar fasciitis?
Our cushioned footbeds and supportive designs help reduce strain on the feet, making them a great option for those with plantar fasciitis.
Are Bay Lane shoes good for people with sensitive feet?
Our cushioned footbeds and soft linings help reduce pressure points, making them ideal for sensitive feet.
What are the best shoes for people with high arches?
Our Multi Fit Series provides excellent comfort and stability for those with high arches.
Are your shoes recommended for people with flat feet?
Yes, we offer styles with structured support and cushioned insoles to provide better alignment and comfort for flat feet.
Product Care
How do I clean my Bay Lane shoes?
For leather shoes, wipe with a damp cloth and use a leather conditioner as needed. For fabric or mesh shoes, spot clean with mild soap and water.
Are Bay Lane shoes waterproof?
Our shoes are designed for everyday wear but are not fully waterproof. We recommend applying a waterproof spray to protect them from moisture and stains.
How should I store my Bay Lane shoes?
Store your shoes in a cool, dry place away from direct sunlight. Use a shoe bag or box to keep them dust-free.
What should I do if my shoes get wet?
Stuff your shoes with newspaper or paper towels and let them air dry naturally. Avoid using direct heat sources like a hairdryer, which can damage the material.
Technical Support
I'm having technical issues, how can I get in touch?
If you're experiencing any issues, please get in touch with our customer care team via the contact methods below.
Customer Care
How can I contact customer care?
You can reach our team via email at customercare@baylane.com or via the live chat on our website.
How can I find a stockist near me?
Contact our support team, and we'll provide details on stockists that carry Bay Lane products.
How can I check if a product is in stock?
Stock availability is listed on each product page. If you need further assistance, contact our support team.
Do you offer wholesale or bulk orders?
Yes! For wholesale inquiries, please contact our team to discuss bulk pricing and availability.
