We accept returns and exchanges (for products NOT marked final sale) within 30 days of your order arriving at your door.
All returned shoes must be in new condition. We reserve the right to refuse shoes that are damaged, dirty, or otherwise in worn condition.
Please try your shoes on at home, in a carpeted area if possible. Do not return shoes that have been worn out of the house, especially if they have been worn in a clinical setting.
If you think that the product you received may be defective, please contact customer service at call-light@wearebala.com.
Please note that all shoes marked final sale are ineligible for returns, exchanges, or refunds. As of February 2023, this applies to all variants of our Nocturnal Black colorway.

What is the difference between Twelves and Twelves Wide? The width of our standard Twelves is a Women's B / Men's C. The width of our Twelves Wide is a Women's EE / Men's EEE. 

What are Twelves made of? Twelves are made up of two layers: the KnitFit upper and the ShiftShield outer. KnitFit is a knit, glove-like base layer that fits your individual foot shape and gives it a nice supportive hug. ShiftShield is a fluid-resistant shell that prevents any nasty spillages from seeping through to your foot. Both of those layers attach to molded polyurethane foam soles with high-traction rubber treads (so you won’t go slipping and sliding in the hospital corridors). 

Are Twelves waterproof? The outer part of the shoe (we call this our “ShiftShield”) is fluid-resistant and was intentionally designed to keep the gross stuff out. Most liquids will run right off the shoe! 

Are Twelves stain-proof? The ShiftShield layer of the Twelves is designed to repel liquids, but it is NOT stain-proof. If spilled fluids are not wiped immediately from the textile, a stain may set into the shield material. Some stains will come out with a cold/delicate machine wash; however, this depends entirely on the staining agent. Iodine and blood may stain even if wiped immediately.