Help
Frequently asked questions
Everything you need to know about finding your size, getting your pair and sending it back if it isn’t right. Payment methods and couriers on this page are examples — this prototype doesn’t process real transactions.
Orders
Pick a color and your EU size on the product page, add the pair to your bag and head to checkout. You can check out as a guest, or sign in so your order history and addresses are saved for next time.
This store is a prototype, so checkout is simulated from start to finish: no payment is taken and no shoes are shipped.
As long as your order hasn't been packed, we can usually swap the size, update the address or cancel it. Get in touch as soon as you can and include your order number.
Once a parcel has left our warehouse it can't be cancelled — but you can still send it back for free within 30 days.
You can add a promo code in your bag or on the summary step at checkout. Each code has its own conditions, like a minimum spend or an end date, and we'll tell you why if a code can't be applied.
Low stock means only a few pairs are left in that color and size. Pre-order means the pair isn't on our shelves yet — you reserve it now and we ship it by the estimated date shown on the product page.
Our core styles — the Daily, the Daily Plus and the Court — are restocked in the same colors and sizes throughout the year. Limited colors usually aren't made again, so if you love one, don't wait too long.
Shipping in Indonesia
We ship across Indonesia, from Jabodetabek to Papua. Delivery is grouped into zones by destination province, and the rate depends on the zone and the courier service you choose.
In this prototype, zones, couriers and rates are simulated.
Services such as JNE, J&T and SiCepat appear at checkout as examples. Rates and delivery times are illustrative numbers, not live quotes from any courier.
Free pickup from our Jakarta showroom is also offered, as a simulation.
Orders paid before 2 PM WIB on a working day are usually packed the same day. Delivery then takes about one to five working days depending on the service and your zone — Jakarta is often next day. Every service shows its estimate at checkout and on our shipping policy page.
Sign in and open Orders. Each order has a status timeline, and shipped orders show a demo tracking number starting with DEMO- (it can't be tracked on a courier's website).
Yes — regular services ship free above a set order value. The current threshold is shown in your bag and in the rate table on our shipping policy page.
Returns & exchanges
You have 30 days from delivery to return or exchange any pair, and returns are free. Walk around your home in them, wear them to the kitchen and back — if they don't feel right, send them back.
We just ask that the shoes come back clean, without outdoor wear on the soles, and with everything they arrived with.
Go to Account → Orders, choose a delivered order and select Request a return. Pick the items, the reason, and whether you'd like a refund or a different size. Once we approve it, we'll send a prepaid return label.
Absolutely, and it's free. Choose Exchange when you request a return and tell us the size or color you'd like. If it's sold out, we'll offer a full refund instead.
We refund to your original payment method once the pair reaches us and passes a quick check, usually within a few working days. In this prototype, refunds are only recorded in the demo system — no money actually moves.
Shoes that have clearly been worn outdoors, damaged or altered can't be returned, unless there's a manufacturing fault — that's covered by our warranty.
Sizing & fit
All Fitly shoes use EU sizing. The size guide on each product page matches every EU size to a foot length in centimeters.
The easiest way to check: stand on a sheet of paper, mark your heel and longest toe, and measure. Compare that number with the foot length in the size guide.
Go up. If you're between whole sizes, choose the larger one; if a style comes in half sizes, go up half a size. A little room at the toe is far more comfortable over a long day than a snug fit — feet swell a bit as the day warms up.
Each product page also notes how that style fits, for example “true to size” or “runs slightly small”.
Our knit uppers stretch gently and mold to your foot, so most people with slightly wide feet are comfortable in their usual size. If your feet are noticeably wide, go up one size, or loosen the stretch laces for a roomier fit across the top.
The Daily Plus has the roomiest toe box in our range.
Measure your child's foot in the afternoon, while they're standing, and add about 1 cm for growing room. Then match that length to the size guide on the Mini Daily page.
Little feet grow fast — if you can press a thumb's width between their longest toe and the front of the shoe, the fit is right.
Yes. Every Fitly shoe has a removable insole, so you can swap in your own orthotic. If your orthotic is thick, consider going up half a size.
Product care
Our knit sneakers — the Daily, Daily Plus and Mini Daily — are machine-washable. Take out the insoles and laces first, put the shoes in a laundry bag or pillowcase, and wash on a gentle cycle with cold water and a mild detergent.
Court shoes, the Daily Weatherproof and anything with leather trims should be cleaned by hand with a soft brush, a little soap and water.
Always air dry, somewhere shaded and breezy. Stuff the shoes with paper to help them keep their shape. Skip the dryer and direct sun — heat can weaken the glue and shrink the knit. Wash the insoles by hand and let them dry separately.
Give them a day off between wears when you can, take the insoles out to air overnight, and wear breathable socks — they help a lot in humid weather. A quick wash every few weeks keeps everything feeling new.
It depends on how much you walk, but most people get a good year or more of daily wear from a pair. Rotating two pairs, washing gently and replacing worn insoles all help them go further.
Payments
Checkout shows payment methods that are common in Indonesia, such as bank virtual accounts, QRIS, e-wallets, manual bank transfer, and credit or debit cards.
The bank and e-wallet names you see are examples only. This prototype isn't connected to any payment gateway.
Orders awaiting payment are held until the deadline shown on your confirmation page. If the deadline passes, the order may be cancelled and the pairs go back into stock.
Yes. All prices are in Indonesian Rupiah (Rp) and include VAT. If you switch the display currency, the conversion is for reference only — every order is charged in Rupiah.
Account
No, you can check out as a guest. An account just makes it easier to see past orders, save addresses and start returns.
No. Sign-in and registration are simulated. Use the demo account shown on the sign-in page or create a new one — your data only lives in your browser.
Use the Forgot password page. No email is actually sent in this prototype; the page simply shows you how the flow would work.
All prototype data is kept in your browser's local storage, so you can remove it by clearing this site's data in your browser settings.
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