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FRANKIE4 Frequently Asked Questions

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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

How do I change my delivery address after I've placed my order?

ORDERING

Can I change the products in my order?

Can I cancel my order?

Do you offer gift wrapping or special packaging?

Do you offer pre-orders?

The size I want is out of stock. What can I do?

Can I place an order over the phone?

Can I pick up my online order in-store?

What currency are your prices in?

What payment options do you accept?

How much does shipping cost?

How long will my order take to arrive?

How can I track my order?

What if I am not home when my order is due for delivery?

Can I change my delivery address after placing an order?

SHIPPING & DELIVERY

What items can I return?

How do I return my FRANKIE4 order?

Can I exchange my online order?

Can I return my order if I’m an international customer?

What is the FRANKIE4 concept store return policy?

Can I return my socks?

How long will it take for my return to be processed?

I bought my shoes on sale, can I return them?

Will I receive a refund on the duties and taxes I paid for my international order?

Can I still receive a refund if I paid with Afterpay?

What if I no longer have the original packaging?

RETURNS

Do you have a sizing guide?

What country is FRANKIE4 sizing based on?

I have a wide foot, will your shoes fit me?

I have a narrow foot, will your shoes fit me?

Do FRANKIE4 shoes accommodate orthotics?

My heel is slipping. What can I do?

Are FRANKIE4 sandals and slides orthotic friendly?

Will the leather in your shoes soften with wear?

I have heel and/or arch pain (plantar fasciitis), will FRANKIE4's be suitable for me?

I have bunions, will FRANKIE4’s be suitable for me?

Are any FRANKIE4 styles a good walking or travelling shoe?

What is the Custom Control®️ Pack?

Is FRANKIE4 an Australian brand?

Are FRANKIE4's slip resistant?

PRODUCT INFORMATION

Where is Click and Collect available?

How long will it take for my order to be ready for collection?

How will I know when my order is ready for collection?

What do I need to bring with me when collecting my order?

What happens if we’re unable to fulfil your order?

Will I be able to use the Click and Collect service during sale events?

What should I do if I have someone collecting the order on my behalf?

Can I go in-store and collect the order before I receive my ready for pick up confirmation?

What happens if I need to return or exchange my click and collect order after picking it up?

Can I try on my order upon collection?

Can I amend/change/alter my Click & Collect order at any point?

What do I do if I have not received a confirmation email for my order?

How long do I have to pick up my order?

CLICK & COLLECT

Can I buy a gift card?

Can I buy a physical gift card?

What value eGift Card can I purchase?

Can I redeem multiple discount vouchers at once?

Can I use a voucher to purchase socks/sockettes?

My birthday voucher has expired, what can I do?

My review voucher has expired, what can I do?

Can I use a discount voucher on a sale item?

The style I want is out of stock and my voucher is about to expire, what can I do?

I am a health professional, do I get a special offer?

I am a teacher, do I get a special offer?

I am a beauty professional, do I get a special offer?

GIFT CARDS & DISCOUNT CODES

How do I care for my shoes?

Can I purchase a new set of footbeds?

Should I be waterproofing my shoes?

Can I put my shoes in the washing machine?

Can I put my shoes in the dryer?

Can I put my footbeds in the washing machine?

How do I care for my shoelaces?

CARE

Is FRANKIE4 doing the right thing?

How are the FRANKIE4 suppliers’ workers treated? What are their working conditions like?

Is the packaging my FRANKIE4's came in recyclable?

How does FRANKIE4 production affect the environment? Does the supplier recycle?

Do your supply companies produce their goods in a fair and responsible manner?

SOCIAL RESPONSIBILITY

How do I change my delivery address after I've placed my order?Updated 2 months ago