Refund policy

 

1. Online Purchases (Website Orders) We want you to love your purchase. If you are not completely satisfied with your online order, you may return it within 14 days of receipt, provided the following conditions are met:

  • Items must be unworn and undamaged
  • Items must be in their original packaging with all tags attached
  • Proof of purchase (order confirmation) must be provided

2. In-Store Purchases For purchases made in-store, we offer an exchange or store credit within 7 days of purchase. Please note:

  • In-store purchases are not eligible for a cash refund
  • Items must be unworn, undamaged, and in their original packaging
  • Original proof of purchase (receipt) must be presented

3. In-Store Laybys All in-store layby agreements are subject to the following conditions:

  • Laybys cannot be exchanged or cancelled within 7 days of the layby being placed
  • If payments are not honoured as per the agreement stipulated on the purchase receipt, Freequency Footwear reserves the right to levy charges for administrative costs, storage, and loss of income
  • All layby terms and conditions are detailed on the purchase receipt at the time of sale

4. Sale Items Sale items may be subject to different return conditions. Please contact us before returning any sale items.

5. Non-Returnable Items The following items cannot be returned or exchanged:

  • Items that have been worn or used
  • Items without original packaging or tags
  • Items purchased as final sale

6. How to Return an Online Order To initiate a return for an online purchase, please contact us through our website within 14 days of receiving your order. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly supplied.

7. Faulty or Incorrect Items If you receive a faulty or incorrect item, please contact us within 48 hours of delivery with photos and your order number. We will arrange a replacement or full refund at no additional cost to you.

8. Refund Processing Approved refunds for online orders will be processed within 7–10 business days of receiving the returned item. Refunds will be issued to the original payment method.

9. Contact Us For any return or refund queries, please reach out to us through our website or visit us in-store.