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FRANKIE4 Frequently Asked Questions (Copy)

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If you have arranged for someone else to collect your order, we ask that you call the store and advise the full name of the person collecting the shoes & their contact number. The person collecting your new FRANKIE4's will need to show photo ID so we

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

CLICK & COLLECT

Can I cancel my order once it has been placed?

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

Can I change the products in my order?

Can I pick up my order in-store?

Can I place an order over the phone?

What payment types do you accept?

What currency are your prices in?

Do you offer pre-orders if my size is out of stock?

ORDERING

How much does shipping cost?

What is the delivery time for an online order?

Can I track my order?

Does FRANKIE4 ship internationally?

Where can I buy a pair of FRANKIE4's instore?

SHIPPING & DELIVERY

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 out of the back of the shoe. Do I have the right size?

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?

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?

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?

How do I create an account with FRANKiE4?

I've forgotten my password, how do I reset it?

MY ACCOUNT

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?

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

What is your return policy?

How do I return my shoes?

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

Can I return my socks?

Can I return my order in-store?

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

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

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

What if my item is faulty?

What if I no longer have the original packaging?

When will my return be processed?

Where can I find my invoice?

RETURNS

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

What should I do if I have someone collecting the order on my behalf?Updated 11 days ago