RETURNS

What is your return policy?

Full priced footwear purchases are eligible to return for exchange, store credit, or refund, provided the shoes are returned within 30-days of receiving them, and in an as-new condition with all original packaging and components included. For hygiene

How do I return my shoes?

For any eligible return, head to our Returns Page here and click 'Start Your Online Return' to begin your return request.

What is the returns policy if I buy from an independent stockist?

All purchases made from independent stockists must be returned to your place of purchase. Your return is subject to the stockist’s terms and conditions, which may vary from our online store.

Can I return my socks?

For hygiene reasons, socks cannot be returned.

Can I return my order in-store?

Of course, so long as it falls within our 30-day returns policy, you are welcome to return your online purchase to one of our FRANKIE4 concept stores. You can read our full returns policy here.

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

Styles discounted 10-25% off: Sales under this offer are eligible for a return as per our standard policy above. Styles discounted 30% off: Sales under this offer are not eligible for a refund. Provided the shoes are returned within 30 days in their

I bought my shoes with a voucher, can I return them?

Yes! As long as your purchases meet the requirements outlined on our returns page here.

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

Yes! When processing your return, your refund will be issued via Afterpay. This will cancel any future payments and refund any payments that have already been made.

What if my item is faulty?

If you believe you’ve received a faulty product, please email images of the affected area, your customer number, and a brief description of the issue to [email protected] and our customer care team will assist!

What if I no longer have the original packaging?

All footwear must be returned in an as-new and unworn condition, with all original packaging and components included. This includes the original shoe-box, and any Sole Saver Pack® or Custom Control components. Please refrain from taping the shoe-box

When will my return be processed?

Once your return has arrived at our HQ, we do kindly ask to allow up to 3 business days for your return to be processed. During busy periods or sales, processing may take longer.

Where can I find my invoice?

If you need a copy of your invoice, please email us at [email protected] and our customer care team can email this through for you.