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COMPLIMENTARY SHIPPING ON ORDERS OVER $150

PLEASE BE AWARE OF SCAM SITES

Frequently Asked Questions

Sizing & Fitting

Do you have a sizing guide?

We do - Check out our Sizing Guide here. We would generally suggest trying your standard AU/US size in our shoes.

What country is FRANKIE4 sizing based on?

All FRANKIE4 footwear is based on standard US sizing. The US sizing guide is consistent with Australian, New Zealand, and US sizing.  Head here to check out our sizing guide.

I have a wide foot, will your shoes fit me?

Yes - most closed toe FRANKIE4 styles come with our Sole Saver Pack™️ so that you can achieve a tailored fit each and every time. If you have a wider foot, try our half-length footbed. This footbed offers the same heel and arch support as our full-length footbed, while allowing you some extra room at the forefoot. Check out our video on how to achieve a wider fit here.

Wanting a slide or sandal? Most of our open toe styles are designed with a ‘B’ width fitting. We do suggest trying out the pair you like as the upper can affect how the shoes fit. We also offer a range of slides and sandals that feature an adjustable upper to accommodate a wider fit.

If you would like help choosing a particular style for your foot type we’re here to help.
info@frankie4.com.au | 07 3106 3351 | Live Chat

Book in with our team for a personalised shopping experience virtually here

I have a narrow foot, will your shoes fit me?

Yes - most closed toe FRANKIE4 styles come with our Sole Saver Pack™️ to ensure that you can achieve a tailored fit each and every time. Simply place a forefoot cushion, found in your Sole Saver Pack™️ under the full-length footbed, towards the front of the shoe. This cushion will secure your foot and provide a snugger fit. Check out our video on how to achieve this here.

Most of our open toe styles are designed with a ‘B’ width fitting. We do suggest trying out the pair you like as the upper can affect how the shoes fit. We also offer a range of slides and sandals that feature an adjustable upper to accommodate a narrow fit.

If you would like help choosing a particular style for your foot type we’re here to help.
info@frankie4.com.au | 07 3106 3351 | Live Chat

Book in with our team for a personalised shopping experience virtually here

Do FRANKIE4 shoes accommodate orthotics?

When looking for an orthotic friendly option, the key is finding the styles to accommodate the volume and shape of your orthotic without affecting your fit. Comfort is key - so finding the right style is important.

Most of our flat or low heeled FRANKIE4 styles that feature a removable footbed can accommodate orthotics. Look for styles that feature our Sole Saver Pack or Custom Control Pack, these features mean the footbed is fully removable, and you can try your own custom orthotics.

Please note, as your orthotics are unique to your feet, not every one of our styles will suit. To know if a style is right for you it is always best to try on. We offer a great returns policy so you can shop with confidence.

My heel is slipping out of the back of the shoe. Do I have the right size?

It is important to ensure the laces and straps are done up nice and firm, (make sure you’re comfortable, of course). This will help to secure the shoe to your foot.

If you have purchased an enclosed toe style which comes with our Sole Saver™️ pack, you can use a forefoot cushion under the full-length footbed towards the front of the shoe. This will help to shift your foot into the back of the heel counter which in turn can help to minimise heel movement.

We’re here to help | info@frankie4.com.au | 07 3106 3351 | Live Chat

Are FRANKIE4 sandals and slides orthotic friendly? 

Orthotic friendly slides and sandals can become quite ‘chunky’. Our designers (including Podiatrists) have designed styles that will give you the support you crave without the bulk.

On the surface, some of our sandals may look flat, but the support and comfort is packed in there through our dual and triple layer support and cushion system. Soft and smooth cushioning on top, with a firm and contoured layer on the bottom to help support the heel and arch.

Read more about our Sole Hero™️ footbeds here.

Will the leather in your shoes soften with wear?

FRANKIE4’s are made with high-quality leathers. Any natural material, like leather, will conform and mould to areas that are under pressure. So yes, with wear, the shoes will soften and mould like any leather shoe.

I have heel and/or arch pain (plantar fasciitis), will FRANKIE4's be suitable for me?

Founded by Podiatrists, our footwear is designed with body mechanics in mind, with the aim to alleviate and prevent heel and arch pain, plantar fasciitis, and forefoot pain.

You can read more about how our styles alleviate and prevent heel pain here.

I have bunions, will FRANKIE4’s be suitable for me? 

Styles that include our Sole Saver Pack™️, enables you to adjust the footbed set up to provide you with additional space at the toe box, giving the bunion some extra room to sit in. Simply remove the full-length footbed and replace with the half-length footbed to allow for some more space.

Most enclosed toe styles also feature soft foam lining specifically placed within the toe box area of the shoe, which helps to reduce any friction in the area where your bunion may be.

If you would like help choosing a particular style for your foot type we’re here to help.
info@frankie4.com.au | 07 3106 3351 | Live Chat

Are any FRANKIE4 styles a good walking or travelling shoe?

We love the feedback we receive from our FRANKIE4 community who travel in our footwear. 

We would recommend a pair of our sneakers for travelling where you plan on lots of walking. Do keep in mind, due to the soft materials and leather uppers, FRANKIE’s have not been designed for off track walking and our leather styles are not waterproof.

Check out our sneakers here.

What is the Custom Control™️ Pack?

Included with our Mae style is all you need to adjust the fitting to suit your foot type and desired feel under foot.

Choose our cushioned FRANKIE4 Lite footbed for a soft, minimalist feel, or the FRANKIE4 Sole Hero™️ footbed for a more supported feel. The pack also includes a set of forefoot cushions so you can achieve your best fit.

To learn more about the Custom Control™️ Pack, read here.

My Account

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

Resetting your password is easy. Simply click "Forgot Password?" next to the sign in button when logging into your account. This will send an email to your account email address with a link to reset your password.

How do I create an account with FRANKIE4?

To create an account, head to the person icon found in the top right-hand corner and select “Create Account”. Fill out your details and you’re ready to shop for your new FRANKIE4's.

Purchasing

Can I change or cancel my order once it has been placed?

Our warehouse aims to pick and dispatch orders as quickly as possible.

As a result of this, the details of the order are sent through straight away once you place your order. In most cases, we are unable to alter or cancel orders once they have been sent through.

If you have made a mistake on your order please get in touch and one of our customer care team will do what they can to assist you.

info@frankie4.com.au | 07 3106 3351 | Live Chat

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

Once you have received your tracking details from Australia Post, you should be able to ‘Redirect the Delivery’ through the link on your email. If you are unable to locate this once you’ve received your tracking information, please reach out.

Please note, shipping addresses that are a PO Box / Parcel Locker are not able to be redirected once the order has been dispatched.

If you have made a mistake on your order please get in touch and one of our customer care team will do what they can to assist you.

info@frankie4.com.au | 07 3106 3351 | Live Chat

What if I’m not at home when my order arrives?

On the morning that your parcel/s are on board for delivery, you may receive an email or text from Australia Post giving you the option to take your parcel to your local post office, leave in a safe place on your property, or deliver to someone on the property. Alternatively, if you're not home when your order is on board for delivery, it will be re-directed back to your local post office for collection. 

Can I pick up my order in-store?

Yes - we offer Click & Collect from our Australian Concept Stores (except during Sale and other busy periods). Please see below for more information about Click & Collect.

What payment types do you accept?

We accept Visa, Mastercard, Afterpay, Paypal, Klarna and ZipPay.

What is ZipPay?

ZipPay is a 'buy now, pay later' option. To learn more about ZipPay, read here.

What is Klarna?

Klarna is a 'buy now, pay later' option. To learn more about Klarna, read here.

What is Afterpay?

Afterpay is a 'buy now, pay later' option. To learn more about Afterpay, read here!

How much does shipping cost?

Shipping within Australia:We offer complimentary standard shipping on all AU orders over $150. Orders and exchanges under $150 will incur a $12 shipping fee.

Shipping to New Zealand:We offer complimentary shipping on all INTL orders over $150AUD. Orders under $150AUD will incur a $20AUD shipping fee. All international packages may be subject to duties and taxes. These charges are payable by the recipient; FRANKIE4 cannot be held responsible for any of these charges. For more information on duties, taxes, and customs regulations, please contact your local customs office directly.

Shipping Internationally:We offer complimentary shipping on all INTL orders over $150AUD. Orders under $150AUD will incur a $20AUD shipping fee. All international packages may be subject to duties and taxes. These charges are payable by the recipient; FRANKIE4 cannot be held responsible for any of these charges. For more information on duties, taxes, and customs regulations, please contact your local customs office directly.

What is the delivery time for an online order?

Our standard dispatch timeframes are 2-3 business days. During our sale periods, we kindly ask to allow up to 10 business days for all orders to be dispatched. Once your order has been packed and dispatched to Australia Post, you will receive an email with tracking details so that you can follow the delivery of your new shoes.

For more information on shipping, visit our shipping page here.

Can I track my order?

Yes - all domestic and international orders are sent via tracked postage. Your tracking number will be emailed to you via Australia Post once dispatched from our warehouse. If you have ordered multiple pairs of FRANKIE4's under the same order, you will be able to utilise the drop down function to track each pair separately on it's way to you. If you didn’t receive a tracking number, please email our customer care team at info@frankie4.com.au.

Does FRANKIE4 ship internationally?

Yes - we ship internationally to most countries. If your country isn’t listed on our website when you place your order, please get in touch with our customer service team at info@frankie4.com.au.

Where can I buy a pair of FRANKIE4's in-store?

We have 8 of our very own beautiful FRANKIE4 Concept Stores across Australia. You can browse our stores details here.

We also have a number of stockists around Australia, which you can view here. We'd suggest calling the stores to confirm stock availability, before heading in.

Can I place an order over the phone?

Our Customer Care team aren't able to process orders over the phone, however you are welcome to call one of our concept stores and pay for your order over the phone (stock depending). They will collect some of your details and have your shoes on their way to you in no time. Feel free to contact our Customer Care team to check stock availability through our concept stores.

Please click here for our Concept Store information.

Our customer care team are here to help if you have any questions: info@frankie4.com.au | 07 3106 3351 | Live Chat

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

We don't offer pre-orders on out of stock styles. For information on future restocks, feel free to contact our Customer Care team. If the size you're after has sold out, you can sign up to be notified if your size comes back into stock by clicking 'Size not listed?' on the product page, and following the prompts.

What can I do if the style I want is out of stock?

For information on future restocks, feel free to contact our Customer Care team.

If the size you're after has sold out, you can sign up to be notified if your size comes back into stock by clicking 'Size not listed?" on the product page, and following the prompts.

What currency are your prices in?

All our prices are listed in Australian Dollars. You can change to a selection of other currencies, using the toggle on the top right hand corner of the website.

Click & Collect

Where is Click and Collect available?

Click and Collect is only available at our Australian Concept Stores. Click and Collect isn’t available during sale or other busy periods.

How long will it take for my order to be ready for collection?

We will endeavour to fulfill click and collect orders within 24 hours.

Orders placed by 12pm will, in most cases, be available for same day pick up. Once your order has been confirmed by the store, you will be notified by an email to your purchasing email address.

How will I know when my order is ready for collection?

Once your new FRANKIE4's are ready to be picked up, you will receive an email letting you know your order is ready to be collected.

What do I need to bring with me when collecting my order?

We want to make sure your new FRANKIE4's are being handed over to the right person, so we ask that you bring your confirmation email and a valid photo ID to the store to collect your new order.

What happens if we’re unable to fulfil your order?

If for any reason we are unable to fulfill your click and collect order, our team will be in touch as soon as possible to provide alternative options.

Will I be able to use the Click and Collect service during sale events?

To allow our staff to focus on helping our in-store customers, Click and Collect is not available during sales or promotional events.

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

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 confidently hand your order over to the right person.

Can I go in-store and collect the order before I receive my ready for pick up confirmation?

To avoid disappointment, please wait for your ‘Ready for Collection’ email. This will specify all the information you need to know before coming into store to collect your shoes.

What happens if I need to return or exchange my click and collect order after picking it up?

We're happy to offer an exchange, store credit, or full refund, for most footwear bought via our online store or any of our concept stores, provided the shoes are returned within 30 days of receiving them, and returned in their as-new condition.

Head online to our returns page to start your return, or pop in-store to one of our Concept Stores.

Can I try on my order upon collection?

Of course. Our wonderful team in store would love to assist you in checking the fit of your new FRANKIE4's, upon collection.

If they’re not right, they can assist to provide you options on the day.

If you have any questions trying your shoes on once at home, feel free to reach out to our Customer Care team.

Can I amend/change/alter my Click & Collect order at any point?

Unfortunately, no changes can be made once your order has been processed online. However, you are welcome to exchange in store upon collection, depending on stock availability.

What do I do if I have not received a confirmation email for my order?

You should receive an email shortly after placing your order. If you haven’t (and you’ve checked your Spam/Junk mail), please contact our Customer Care team by email to info@frankie4.com.au or call 07 3106 3351

How long do I have to pick up my order?

Your Click & Collect order will be available for up to seven days from the date of your ‘Ready for Collection’ email being sent. If you are unable to make it in store within this time frame please let us know, we’ll work with you to ensure you have your new Sole Mates as soon as possible.

Gift Cards

Can I buy a gift card?

Yes - we have e-Gift Cards available for purchase online & in-store at our Concept Stores. You can shop our e-Gift Cards online here.

Can I buy a physical gift card?

Yes - our Concept Stores are happy to assist you with purchasing a physical gift card.

Pop in to one of our stores, or give them a call and they'll be able to have the gift card posted out to you. You can view our Concept Stores contact information here.

What value eGift Card can I purchase?

Our e-Gift Cards are available at set increments between $50 - $1500. You can browse and shop our e-Gift Cards here.

Discount Vouchers

Can I redeem multiple discount vouchers at once?

Any discount codes and promotional offers are unable to be redeemed in conjunction with each other. For full Terms & Conditions, see here.

Can I use a voucher to purchase socks/sockettes?

No, sorry. All proceeds of our socks and sockettes go to Brainchild Foundation, so we don’t accept discount vouchers towards their purchase. If you have a store credit or eGift card this can be used to purchase socks and sockettes.

My birthday voucher has expired, what can I do?

If your discount code or voucher has expired we are unable to make any extensions. For full Terms & Conditions, see here.

My review voucher has expired, what can I do?

If your discount code or voucher has expired we are unable to make any extensions. For full Terms & Conditions, see here.

Can I use a discount voucher on a sale item?

Our discount vouchers (such as birthday and review vouchers) are only redeemable on full price footwear purchases.

The style I want is out of stock and my voucher is about to expire, what can I do?

Our discount codes and vouchers are only redeemable on current, in stock styles. If the style you are wanting is out of stock and your discount voucher is about to expire, we unfortunately are unable to extend or honour it when the stock does come back in.

I am a health professional, do I get a special offer?

Yes - we're happy to offer a 10% discount off full-priced footwear styles. To register for our health professionals privilege, head here.

I am a teacher, do I get a special offer?  

Yes - we're happy to offer a 10% discount off full-priced footwear styles. To register for our teachers privilege, head here.

I am a Hairdresser, do I get a special offer?

Yes - we're happy to offer a 10% discount off full-priced footwear styles. To register for our hairdressers privilege, head here.

Care

How do I care for my shoes?

We make our shoes from a variety of beautiful leathers and materials. They will need care to ensure their longevity.

Please visit our care page here for details on how to look after your shoes.

Can I purchase a new set of footbeds?

We don't sell our footbeds or Sole Saver Pack separately. Our removable footbeds are included as a pack with our footwear and we have invested in patenting this, making it one of kind. If your footbeds need a little freshen up, read some tips on our care here.

Should I be waterproofing my shoes?

Yes, we suggest you waterproof (most) of our styles prior to wear. For more information on how to care for your shoes, visit our care page here.

Can I put my shoes in the washing machine? 

Despite temptation to place your dirty shoes in the washing machine, we strongly, would not recommend doing this.

Leather is a hydrophobic material meaning it does not react well with water. This combined with the spin of the washing machine can both irreparably damage the leather and structure of your shoes.

If your shoes have become dirty, we'd recommend brushing all loose dirt off with a soft cloth or brush and then using Collonil Classic Clean & Care Foam to remove marks, following the instructions carefully. For more persistent marks or scuffs, you can use a polish in the same shade as your shoes.

Can I put my shoes in the dryer?

No, please don’t put your shoes in the dryer. The heat will destroy the beautiful leathers by dehydrating the fibres. Please view our care instructions here.

Can I put my footbeds in the washing machine?

Our footbeds are leather lined, this means that placing them into the washing machine can cause some damage to the leathers which can’t be reversed.

We find that wiping them down with baby wipes and allowing them to air dry in a shady place is very effective. Ensure they’re alcohol-free wipes and that they’re fully dry before placing back into your shoe.

How do I care for my shoelaces?

We recommend washing your shoelaces either by hand, or by putting them through a delicate machine cycle in a delicates bag.

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 reasons, we are unable to offer returns for socks or sockettes unless the packet is unopened. We are happy to offer a prepaid return label to our AU and NZ customers returning for an exchange or store credit. Returns for refunds incur a $12 return fee, which will be deducted from your refund total.

Footwear purchased at a discount may not be eligible for our standard return policy above. The return outcomes for your sale or discounted shoes differs based on the value of the discount.

Styles discounted 10-20% 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 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. 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 or $129: Sales under this offer are considered a final sale product and are not eligible for return. No exchanges, store credits, or refunds available on change of mind for products included in this promotion (this includes purchasing the wrong size).

For full return details view our Return Page here.

How do I return my shoes?

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

How do I return an international order?

To return an international order, please make sure to lodge your return through our returns page here.

Please return your international order to 260 Moggill Road, Indooroopilly QLD 4068. Please keep in mind that international return postage is at the customers expense. We strongly recommend using a tracked postal service.

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 track my return?

Yes! If you’ve lodged your return via Australia Post, you can track it with the lodgement number that you would have been emailed when you created the return.

If you lodge your return via Parcel Point or Couriers Please, you can track your return with your Parcel Point tracking ID number.

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?

As long as your shoes are returned within 30-days in their as-new and unworn condition, we're happy to assist with a return. 

10 - 20% OFF:

If your shoes were purchased at a discount up to 20% off, they are eligible for a return for a store credit, exchange, or refund. 

Greater than 20% OFF:

If your shoes were purchased at a discount greater than 20% off, they are not eligible for a refund, though you can request your return for a store credit or exchange. 

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

Yes - as long as your purchase meets our return policy. You can read our full returns policy here.

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

Yes - when processing your return, your refund will be issued via Afterpay. Any installments that have been paid will be refunded to you, and any future installments will be cancelled.

What if my item is faulty?

If you believe you’ve received a faulty product, please send through some images of the area of concern to info@frankie4.com.au 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 shut, as this can damage the shoe-box when we remove the tape. Please ensure your return is packed in external packaging, such as a post bag or wrapping paper, rather than placing the return label straight on the box. 

If you are missing the original packaging, but would still like to make a return, please contact our customer care team.
info@frankie4.com.au | 07 3106 3351 | Live Chat

When will my return be processed?

STANDARD TIMEFRAME

Once your return has arrived at our HQ, we kindly ask to allow up to 5 business days for your return to be processed, though most returns are processed within 2 business days after receiving them.

To see when we have received your return you can use the tracking number on the Return Label. 

FOR ORDERS PLACED FOLLOWING A SALE PERIOD 

Once your return has arrived at our HQ, we kindly ask to allow up to 7 - 10 business days for your return to be processed, though most returns may be processed sooner than this. 

To see when we have received your return you can use the tracking number on the Return Label. 

Where can I find my invoice?

If you need a copy of your tax invoice, please email us at info@frankie4.com.au and our customer care team can email this through for you.

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

Footwear purchased at a discount may not be eligible for our standard return policy. The return outcomes for your sale or discounted shoes differs based on the value of the discount.

Styles discounted 10-20% off:

Sales under this offer are eligible for a return as per our standard policy. Provided the shoes are returned within 30 days in their as new and unworn condition, a return is eligible for an exchange, store credit, or refund. A return shipping fee may apply.

Styles discounted 30% off:

Sales under this offer are not eligible for a refund. 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. A return shipping fee may apply.

Styles discounted 40-50% off:

Sales under this offer are considered a final sale product and are not eligible for return. 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 or $129:

Sales under this offer are considered a final sale product and are not eligible for return. No exchanges, store credits, or refunds available on change of mind for products included in this promotion (this includes purchasing the wrong size).

For full return details view our Return Page here.

Social Responsibility

Is FRANKIE4 doing the right thing?

Yes - responsible making is just as important to us as it is to you. It aligns with our brand ethos. Read more on our responsible practices here.

Our footwear is made in Vietnam with a highly regarded and respected company that make quality footwear responsibly.

You can read more on our relationship with our manufacturers here.

How are the FRANKIE4 suppliers’ workers treated? What are their working conditions like?

Our supplier is very respected in the footwear industry. They adhere to the government law for wages, salary benefits, safety, emergency response training and environment protection.

Our supplier has, and welcomes, routine SMETA audits for their customers (us!) by Sedex every year.  

Some key points about our supplier:

  • Our supplier does NOT use child labour.
  • Our supplier pays all their workers fairly.
  • Our supplier complies with local labour laws on wages, salary benefits, social benefits, working hours, conditions, and insurances.

Read more on our relationship with our manufacturers here.

Is the packaging my FRANKIE4's came in recyclable?

Every time you order from FRANKIE4 you can feel good knowing that our shoeboxes, stuffing paper, cardboard sticks and printed wrap are made from recycled materials—and are all 100% recyclable.

How does FRANKIE4 production affect the environment? Does the supplier recycle?

In our commitment to keep shoes out of landfill for good, we've partnered with TreadLightly—a national recycling initiative powered by the Australian Sporting Goods Association (ASGA) and Australia’s premier footwear recycler, Save Our Soles.

Drop your pre-loved shoes and footbeds into designated bins in-store for them to be recycled responsibly. Items will be given new, meaningful life as springy mats for playgrounds and gyms. 

We accept ALL shoe brands, not just FRANKIE4. Together, over the last six months, we saved 2,303 pairs of shoes from landfill and stopped over 23,032 kgs of CO² from being released into the atmosphere—and we're just getting started. 

Join us in making a powerful difference in 2023.

Do your supply companies produce their goods in a fair and responsible manner?

At FRANKIE4 we pride ourselves on our sourcing of high quality leathers from around the globe to ensure that our footwear is stylish, functional, and lasts the distance. It's important to us that all FRANKIE4 leather products come from reputable companies. We buy from New Zealand, Italy, India, Pakistan and China.

Our leather vendors are required to test the items for banned substances. The chemical vendors also have the same test.

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