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Frequently Asked Questions

Sizing & Fitting

Do you have a sizing guide?

Yes! To view our sizing guide and fitting tips head here

What country sizing does FRANKIE4 come in?

All FRANKIE4 footwear is based on standard 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.

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. | 844.364.4544 | Live Chat

Do FRANKIE4 shoes accommodate orthotics?

Most flat or low heeled FRANKIE4 styles that feature a removable footbed will accommodate an orthotic.
Read more about which styles we recommend are best for fitting orthotics here!

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 minimize heel movement.

We’re here to help | | 844.364.4544 | 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, the shoes will soften and mould with wear 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. 

Read more about our Sole Hero® Footbeds 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 our hidden soft foam lining 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. | 844.364.4544 | 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, FRANKIE4’s have not been designed for off track walking and our leather styles are not waterproof.

Check out our sneakers here.

Can I exercise in the new Active range?

Tambo are your new go to shoe for light to moderate exercise. Suitable for your morning power walk to a light jog!

Shop our ACTiVE collection now here!

What is the Custom Control pack?

Included with our Tambo styles 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 super easy! Simply click the “forgotten password” button 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 Sole Mates!


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

Our warehouse aims to pick and dispatch orders on the same day (in busier periods it is a little longer).

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 do get in touch and one of our customer care team will do what they can to assist you. | 844.364.4544 | Live Chat

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

If you are not at home when your order is on board for delivery, it will be re-directed back to your local post office for collection. We are unable to leave parcels unattended for security reasons.

Can I pick up my order instore?

At this stage we don’t offer Click and Collect from our online store – we’re working on it!

You are welcome to call our Concept Store and pay for your order over the phone if they have the stock available, this way you can pick up your order from in store when you’re ready.

What payment types do you accept?

We accept Visa, Mastercard, Shop Pay, Klarna and Afterpay.

What is Klarna?

Split your purchase into 4 interest-free payments so you can spread the cost of your purchase over time. Enter the credit or debit card of your choice for automatic payments every two weeks. No interest or added fees when you pay on time! Learn more here.

What is Afterpay?

To learn more about AfterPay, read here!

How much does delivery cost?

Ground Shipping — $100.00 and up — FREE
Ground Shipping
— $0 to $99.99 — $10.00

What is the delivery time for an online order?

Once your order has been placed, please allow 1-3 business days for your order to be processed by our warehouse. At different periods throughout the year we may experience slight delays due to high volumes of orders, or routine stocktakes. We will always notify our customers when this is the case.

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

Can I track my order?

Yes! All orders are sent via tracked postage. Your tracking number will be emailed to you once dispatched from our warehouse. If you didn’t receive a tracking number, please email our customer care team at

Does FRANKIE4 ship internationally?

At this stage we are unable to offer International Shipping through our US Store. Head over to our AU Store for free INTL Shipping on all orders over $100AUD!

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

We have a beautiful FRANKIE4 Concept Store coming to Seattle very soon! Sign up to our database to be notified when we open here.

Can I place an order over the phone?

Our Customer Care team online aren't able to process orders over the phone. You are welcome to call our concept store and pay for your order over the phone if they have the stock available. They will collect some of your details and have your shoes on their way to you in no time. 

Please click here for our Concept Store information.

Our customer care team are here to help if you have any questions: | 844.364.4544 | Live Chat

Do you offer pre-orders for all FRANKIE4 styles?

We don’t do pre-orders on all styles. If the style you’re after doesn’t have a ‘Pre-order’ sticker on the page then it won’t be available for this. If the style or size you are after is sold out, you can sign up to be notified when it is restocked. Simply click on ‘Can’t find your size’ under the size chart and follow the prompts to be notified.

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

If the size or style you’re after isn’t available, click the ‘Can’t find your size?’ link under the style you’re after to be notified when this is restocked.

If you can’t find this link on the product page, please get in touch with our Customer Service team to find out if it will be restocked. | 844.364.4544 | Live Chat

What currency are your prices in?

All our prices are listed in USD.

Gift Cards

Can I buy a gift card?

Yes! We offer eGift Cards. You can purchase an eGift card here!

Can I buy a physical gift card?

Of course! Simply get in touch with one of our Concept Stores via phone and our team will be able to assist you in purchasing a gift card.

You’ll find our Concept Store’s contact information here!

What value eGift Card can I purchase?

Our eGift Cards are available from $50 up to $300. You are able to purchase multiple vouchers at one time.

Discount Vouchers

Can I redeem multiple discount vouchers at once?

No sorry, our discount vouchers cannot be redeemed in conjunction with one another.

Can I use a voucher to purchase socks/sockettes?

No, sorry. All proceeds of our socks and sockettes go to charity, 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?

Unfortunately, if your voucher has expired we are unable to make any extensions.

My review voucher has expired, what can I do?

Unfortunately, if your voucher has expired we are unable to make any extensions.

Can I use a discount voucher on a sale item?

Our discount 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 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! To register for our health professional privilege head here.


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?

No, sorry. Our 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 definitely would not recommend 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 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.

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.


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 customers returning for an exchange or store credit. A restocking/shipping fee will be applied to returns for an exchange where the exchange value is less than $100. The restocking fee is payable upon requesting the exchange. Returns for refunds incur a $10 return fee, which will be deducted from your refund total.

Footwear purchased on a sale or markdown may not be eligible for our standard return policy above. The return outcomes for sale and discounted shoes differs based on the value of the discount. See below 'Sale Items' section for more information.

How do I return my shoes?

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

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 return my socks?

For hygiene reasons, socks cannot be returned.

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

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/color, pending stock availability) or a store credit of the 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).

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

Yes! As long as your purchases meet the requirements outlined on our returns page here.

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

Yes! When processing your return, your refund will be issued via Afterpay. This will cancel any future payments and refund any payments that have already been made.

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 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. 

If you are missing the original packaging, but would still like to make a return, please contact our customer care team. | 844.364.4544 | Live Chat

When will my return be processed?

Once your return has arrived at our HQ, we do kindly ask to allow up to 3 business days for your return to be processed.

Where can I find my invoice?

If you need a copy of your invoice, please email us at and our customer care team can email this through for you.

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.

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

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:

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

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

We sure do! At FRANKIE4 HQ in Brisbane, we recycle all our packaging cardboard, paper, shrink wrap and plastic.

We're proud of how our Vietnamese supplier operates environmentally. They enforce and adhere to a strict company policy on environmental protection. They recycle the leather, plastic, paper and cartons they work with, and have a legal waste water treatment vendor to collect and clean the water every month.

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.

Design & Testing

Slip Resistance

Selected FRANKIE4 styles in our sneaker & workwear range meet the slip-resistance standards of EN-ISO 20347:2012(SRC) and ISO 13287 (SRB).

The following coding provides more information about our slip resistant rating.
SRA: tested on ceramic floor with sodium lauryl sulphate (SLS) solution
SRB: Tested on steel floor with glycerol
SRC: tested on both ceramic tile with SLS solution and steel floor with glycerol  


Is FRANKIE4 an Australian brand?

Yes, FRANKIE4 is an Australian brand founded over 13 years ago by Australian podiatrists Caroline and Alan McCulloch.

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