Frequently Asked Questions

Sizing & Fitting

Do you have a sizing guide?
What country sizing does FRANKiE4 come in?
I have a wide foot, will your shoes fit me?
Which styles do you recommend for wide feet?
I have a narrow foot, will your shoes fit me?
Which styles do you recommend for narrow feet?
Do FRANKiE4 shoes accommodate orthotics?
My heel is slipping out of the back of the shoe. Do I have the right size?
What can I do if the shoe feels too tight and is not deep enough? 
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?
Can I exercise in the new ACTiVE range?
What is the Custom Control pack?

My Account

I’ve forgotten my password, how do I reset it?
How do I update my details on my account?
How do I create an account with FRANKiE4?

Purchasing

How much does delivery 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?
Can I place an order over the phone?
Do you offer pre-orders for all FRANKiE4 styles?
What can I do if the style I want is out of stock?
What currency are your prices in?
Can I redeem multiple discount codes at once?
Can I change or cancel my order once it has been placed?
What payment types do you accept?
What if I’m not at home when my order arrives?
Can I pick up my order instore?
How do I change my delivery address after I’ve placed my order?

Returns

How do I return my shoes?
How do I return an international order?
What is the returns policy if I buy from an independent stockist?
Can I track my return?
Can I return my sockettes or socks?
Can I return my order instore?
I bought my shoes on sale, can I return them?
I bought my shoes on sale, but I need to change the size/colour, will I still receive the discount?
I bought my shoes with a voucher, can I return them?
Can I still receive a refund if I paid with Afterpay? 
Can I return my nail polish?
What if my item is faulty?
What if I no longer have the original packaging?
When will I receive my refund or store credit? 

Vouchers

Can I buy a gift voucher?
What value e-gift voucher can I purchase?
Can my e-gift voucher be mailed to me in the post?
Can I use a voucher to purchase nail polish?
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 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?  
Where can I find my invoice?

Care

What products do you recommend for cleaning your shoes?
How do I clean the soles of my shoes?
How do I care for my footbeds?
Can I purchase a new set of footbeds?
Should I be waterproofing my shoes?
How do I care for my white or cream shoes?
How do I care for my metallic or foil leather shoes?
How do I care for glitter leather?
How do I care for my patent leather 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?

Social Responsibility

Is FRANKiE4 doing the right thing?
How are the FRANKiE4 suppliers’ workers treated? What are their working conditions like?
How does FRANKiE4 production affect the environment? Does the supplier recycle?
Do your supply companies produce their goods in a fair and responsible manner?

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