ORDERING
Can I change the products in my order?
Yes, but timing is important. You have a 15-minute window to make edits using our Order Editing tool, where the products can be added or changed. After that, you’ll need to contact our Customer Care team. While we can’t guarantee changes once process
How do I change my delivery address after I've placed my order?
For the first 15 minutes after you place an order, you can edit your address directly using our Order Editing tool. After 15 minutes, reach out to our Customer Care team as soon as possible. If your order hasn’t shipped yet, we’ll do our best to upda
Can I cancel my order?
If you need to cancel your order after it's been placed, please reach out to our Customer Care team as soon as possible. Cancelling an order isn't standard procedure therefore we're unable to guarantee a cancellation, though we will try our best to h
Do you offer gift wrapping or special packaging?
We don’t currently offer gift wrapping, however, every pair arrives in our signature recyclable FRANKIE4 box, designed to look as good as what’s inside.
Do you offer pre-orders?
At the moment, we don’t offer pre-orders. If a style is coming soon, keep an eye on our site or sign up for our emails to be first in the know.
The size I want is out of stock. What can I do?
Some of our core styles are restocked regularly, while limited-edition colours and styles may not return once sold out. If your size is unavailable, click “Notify Me When Available” on the product page and we’ll send you an email if it comes back. Fe
Can I place an order over the phone?
Yes! You can place an order over the phone through any of our Concept Stores. If you need help while ordering or want advice on sizing, our Customer Care team can guide you.
Can I pick up my online order in-store?
Yes! Select Click & Collect at checkout to pick up your order from one of our Concept Stores. You’ll receive an email when your order is ready, usually within 24 hours - just bring your ID for collection. Kindly note that Click and Collect is unavail
What currency are your prices in?
If you’re shopping on our Australian site, prices are in AUD. Your order will be charged in the currency shown on the site you purchase from.
What payment options do you accept?
We accept major credit cards, PayPal, Afterpay, ZipPay, Klarna (AU), Apple Pay, Google Pay and more.