EXPERIENCE OUR SECOND-TO-NONE SERVICE
Customer Care
EXPERIENCE OUR SECOND-TO-NONE SERVICE
Customer Care
A Team Full Of Knowledge
Our customer care team can't wait to help provide you with a fast and friendly response.
Contact Hours
The standard contact hours for our Customer Care team are as follows (all times are listed in AEST):
Monday–Wednesday, Friday:
Online Chat, Email, Social Media: 7am–7pm
Phones: 9am–5pm
Thursday:
Online Chat, Email, Social Media: 7am–9pm
Phones: 9am–5pm
Saturday–Sunday:
Online Chat, Email, Social Media: 9am–5pm
Phones: 9am–5pm
We will be operating under our standard contact hours for most of the holiday period (December–January). Please note the following exceptions to our standard opening hours:
24/12 (Christmas Eve): All Channels 9am–5pm
25/12 (Christmas Day): Unavailable
26/12 (Boxing Day): All Channels 9am–5pm
01/01 (New Years Day): All Channels 9am–5pm
Public Holidays
Please note, our Customer Care team observe QLD (Australia) Public Holidays. Our contact hours may reduce or close throughout QLD's public holidays and if so, will be noted under 'Contact Hours'.
Contact Us
SCAM AWARENESS
We Want To Help Keep You Safe Online
We understand there has been a rise in online website scams using FRANKIE4 branding to target customers. Please be careful when shopping online, and only ever shop through our verified websites per country.
When shopping for legitimate FRANKIE4 pairs:
- Type in www.frankie4.com or frankie4.com.au—always check the spelling
- Note that we do not have separate outlet or sale websites.
- We will only ever announce our sales through our verified channels on social media and directly from FRANKIE4 via email or SMS.
- Keep in mind, if it sounds too good to be true—it most likely is.
If you live in the United States or New Zealand, our verified websites are: us.frankie4.com and nz.frankie4.com
We also have a number of approved wholesale partners that offer FRANKIE4 alongside other brands. If you have concerns though, please reach out to our team at info@frankie4.com.au or on 07 3106 3351
Feel The Love
Every member of our team spends time fitting real customers in our concept stores. Staying up-to-date with training on all the tech in our shoes (there’s a lot in there!), understanding all things feet and learning how our shoes can help you. This means when you pop in-store, call or reach out on live chat, you can feel confident you’re connecting with a real person who has the know-how to assist you.
Your experience is everything to us. That’s why we offer free domestic shipping on orders $150+. It’s also why we ask every customer to review our shoes and why we have thousands of buyer reviews averaging an 86% 5-star rating.
Your Questions, Our Answers
How much is shipping?
We offer complimentary shipping on all AU orders over $150. Orders under $150 will incur a $12 shipping fee. Once your order has been dispatched, standard shipping timeframes across Australia are generally 3-5 business days, however, may differ based on your location and during peak periods. For more information reach out to our dedicated team, or view Australia Post's delivery timeframes here.
What is your returns policy?
We’re happy to offer an online credit note or refund for most footwear purchased at our online store or concept store. Shoes must be in as-new conditions and returns must be made within 30 days of receiving the order.
What is your Sole Saver Pack™?
You can learn all about our Sole Saver Pack™ here.
Are your shoes highly-rated by customers?
To date, we’ve received thousands of verified buyer reviews with an average of 86% 5-star rating. You can find reviews on all our product pages by scrolling down to see what our customers have had to say. Following a purchase, all customers are invited to review their footwear. How you feel is everything to us and helps fuel future collections!