Product Returns
Product Returns
Achieving The Perfect Fit
Tad roomy or feeling a bit tight? Explore our guide to creating sole wellness and a perfect fit below.
Size Guide
With over a decade of research and Australian podiatrist design behind every pair of FRANKIE4s, there’s a lot to love and experience. To help, we’ve put together some expert tips to help you make the most of your wardrobe’s latest addition, including finding your perfect fit and caring for your FRANKIE4s.Â
Sole Saver Pack®
The Sole Saver Pack® is found in every box of boots, sneakers and most flats for you to mix‑and‑match according to your needs. We created this pack because no two feet are the same—narrow, wide, bunioned or not. We want to help FRANKIE4 shoes fit every unique foot like a glove.
Gel Cushion Technology
Our gel cushion technology has been especially designed to offer a customisable fit and is compatible with our built-in footbeds. Whether you’re looking for a firmer hold, have a narrower foot, are in-between sizes, or wish to indulge in additional cushioning—they’re another luxe benefit of many FRANKIE4 styles.
Our Returns Policy
We are confident that you will love what you ordered, but if your new shoes don’t quite work out after trying these tips, we’re happy to offer an exchange, store credit, or refund on most footwear purchases* provided the shoes are returned within the standard return window, in as-new condition. Come visit us in store or initiate your return via our online portal.
Online Returns
Your exchange or refund will be processed once we receive the item.
Frequently Asked Questions
Our 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 their as-new condition with all original packaging and components included.
For hygiene reasons, we are unable to offer returns for socks or sockettes unless the packet is unopened, or the product is deemed faulty.
Arch Peace items are available for purchase in-store only and are not eligible for return due to change of mind, unless the product is deemed faulty.
We are happy to offer a prepaid return label to our AU customers returning for an exchange (where the exchange value is over AUD $185) or store credit. Returns (via post) for exchange where the exchange value is under AUD$185 will incur a $12 shipping fee. Returns (via post) for refunds incur a $12 return fee, which will be deducted from your refund total.
Return postage for INTL orders is at the customers expense.
*Sale Items
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 (unless faulty). Provided the shoes are returned within 30 days in their as new and unworn condition, a return is eligible for a size exchange (same style/colour, pending stock availability) or a store credit of price paid.
Styles discounted 40-50% off: Sales under this offer are considered a final sale product and are not eligible for return (unless faulty). No exchanges, store credits, or refunds available on change of mind for products included in this promotion (this includes purchasing the wrong size).
Styles discounted to $50, $60, $99, $129, or $139: Sales under this offer are considered a final sale product and are not eligible for return (unless faulty). No exchanges, store credits, or refunds available on change of mind for products included in this promotion (this includes purchasing the wrong size).
View all T&Cs here.
International Returns
To return an international order, please make sure to lodge your return through the 'Start Your Online Return' button above.
Please then return your order to 260 Moggill Road, Indooroopilly 4068, QLD, Australia. Please keep in mind that international return postage is at the customers expense. We strongly recommend using a tracked postal service.
Standard Return Timeframes
Once your return has arrived at our HQ, please allow up to 5 business days for it to be processed. Rest assured that our team are committed to processing your return as promptly as possible.
Assistance & Sizing
If your new sole mates are not the right size for you, please see our Size Guide to find your correct size. Then, select ‘exchange’ when returning your incorrect size.
Sole Saver Pack®
If you find your new FRANKIE4s are too loose or too tight, and they came with our Sole Saver® Pack, we have a solution for you! Included in most of our enclosed styles is a small bag of removable footbeds, made for adjusting the fit of your FRANKIE4 shoes. You can learn more about our Sole Saver® Pack here, or chat with one of our Sole Savers online!
Need More Help?
If you purchased your FRANKIE4s through one of our amazing stockists, please contact them directly to organise your return.
See all FAQs here.
Contact Us
Talk to our Customer Care team for expert fitting tips, Sole Saver® Pack assistance, or styling advice.
Our team of expert sole savers are available to answer any questions. Contact us via phone 07 3106 3351, email info@frankie4.com.au, chat to us online or visit us in-store - we can't wait to hear from you.