Shopping

FAQs

Orders

How will I know when my order has been received?

Log into the email account supplied at the time of placing your order and you will see an email from FRANK/E. This email will let you know that we have received your order and that it is being prepared for dispatch. It will contain the date of your order, shoes purchased and order number for your reference. Please note it may take 5 minutes for this email to reach your inbox.

Where is my order?

Once confirmed, your order will take 1-5 working days to reach you. Your parcel can be tracked through your FRANK/E account, so keep an eye on its progress as it makes it way to you.

How can I change or cancel my order?

Our business hours are 8.30AM – 5PM Monday to Friday AEST. Orders placed before 2PM will be processed on the same business day. If you need to amend or cancel your order you will need to contact customer care before 2PM on the same business day of placing your order via our contact form or email us at info@frank-e.com.au. If your order was placed outside of business hours, please contact us first thing on the following business day. We will do our best to amend your order prior to being despatched where possible.

Where is my return?

Once you’ve posted your return back to us, we will send you an email to let you know as soon as it has arrived. Your refund or any exchanges you’ve asked for will then be specially arranged for you. Refunds will be made as soon as possible within 14 days, starting from the date of receipt of the goods. Please note this does not include any delays that may occur due to processing times or delays by PayPal.
 
 

Product Information

Are the colours of the shoes accurate?

Here at FRANK/E, we like to keep things clean and simple. We aim to generate images with a clear likeness to the actual shoes, so there are no surprises when you open your delivery at home. Our colour palette online is very close to the colour palette of the shoes, however some colours may vary slightly from those displayed by your monitor, or on varying internet browsers.

How do I know what size to choose?

Need help with international sizing? All styles are shown in European sizes. Our size chart can be found on each of our product pages. Please note these charts are an indication only and sizing may vary from style to style, particularly since unfortunately there is no universally accepted size chart.

How should I clean/look after my FRANK/E shoes?

Just like your favourite leather jacket, our shoes are designed and made to age effortlessly, wear after wear, requiring little attention. Creams and waxes can be used to maintain your shoes’ original suppleness. Please test on a discrete area first to ensure you’re happy with the result.

Shopping

Why can’t I add items to my shopping cart?

If you are having trouble adding items to your shopping cart, your web browser probably has “cookies” disabled. A cookie is a small file stored on your computer that keeps track of what you’re doing on our website, i.e. what items you have bought before and what you have in your shopping bag. Modify your cookie settings in your web browser to enable online orders.

I saw something I wanted on your site, but now it isn’t available anymore?

We are pleased to say that our products are very popular and often sell out. We do replenish some styles from time to time, so bookmark our website to avoid missing out.

The shoes I ordered last week just went on sale!

Occasionally we adjust the pricing on items. Unfortunately we do not offer a price guarantee, so we can’t provide a partial refund for an item that goes on sale after you’ve purchased it.
 
 

Payment

What payment methods do you accept?

For payments, customers can either use a credit card or an existing PayPal account. Customers using credit cards are not required to have a PayPal account.
For credit card transactions, FRANK/E uses PayPal as its secure payment gateway; payments are processed in real time through PayPal and FRANK/E does not have access to customers’ full credit card information or credit card numbers.
The credit card payment is secured by PayPal who process online credit card transactions securely for thousands of merchants globally, providing a safe and secure online payment service.

Is it safe to order online with FRANK/E?

Protecting your personal and order information is a priority at FRANK/E. We want you to be able to order from us with total confidence.
Our eCommerce system uses a secure transaction environment. We use the latest Secure Sockets Technology (SSL) available to ensure your information is safe and secure at all times. SSL is an industry standard which is used by all the major eCommerce sites on the Internet. It works by encrypting the details which you enter on our website, preventing the information being intercepted by an unauthorised party. We do not store any payment details in our database.