FAQ

FAQ: Your Freggoo Shoe Shopping Questions Answered

We’ve compiled answers to the most common questions from our urban professional women shoppers—covering sizes, orders, shipping, and more. If you don’t find what you need, email us at [email protected].

1. Sizing & Fit (Most Asked!)

Q1: Do your shoes run true to size?

A: It depends on the style:

  • Long/short boots: Most run slightly narrow (to hug calves), so if you have wider feet, we recommend sizing up ½ size.
  • Sandals: True to US/EU size (e.g., if you wear a US 7 in sneakers, US 7 in our sandals works).
  • Check the “Size Guide” on each product page for style-specific tips (e.g., “This ankle boot fits 1cm smaller than standard”).

Q2: How do I measure my foot length to pick the right size?

A: Easy steps for busy schedules:

  1. Place a piece of paper on the floor, stand on it with bare feet.
  2. Mark the tip of your longest toe and the back of your heel.
  3. Measure the distance between the two marks (in cm/inch).
  4. Match your measurement to our “Size Chart” (found on every product page—e.g., 24cm = US 7).

Q3: Can I get help with international size conversions (e.g., EU to US)?

A: Yes! Our Size Guide includes conversions:

  • EU 37 = US 6 | EU 38 = US 7 | EU 39 = US 8 (for most styles).
  • For boots with calf circumference, we also list cm/inch measurements (e.g., “Calf width: 34-36cm for EU 38”).

2. Orders & Payments

Q1: Can I change my order (address, size, style) after placing it?

A: Only if you contact us within 12 hours of ordering (via [email protected]). We can’t modify orders once they’re processed (usually within 1–2 business days, as per our Terms).

Q2: How do I check my order status?

A: Log into your “My Account” → go to “Order History” → select your order number. You’ll see updates like “Order Confirmed,” “Shipped,” or “Delivered.”

Q3: Are there extra fees (taxes, duties) I need to pay?

A: Yes—prices on the site are in USD (excluding taxes/duties). Customs fees (if your country requires them) are your responsibility (we can’t predict the exact amount—check your local customs office for details).

Q4: Is my payment information safe?

A: 100% safe. We use third-party payment providers (PayPal, credit card processors) to handle payments—we never store full credit card data (as noted in our Privacy Policy).

3. Shipping & Delivery

Q1: Do you offer free shipping?

A: No—we don’t provide free shipping for any orders (regardless of order value or shoe type). Shipping fees are calculated automatically at checkout (based on your destination and order weight, e.g., 1 pair of long boots costs more to ship than 1 pair of sandals).

Q2: How long will my shoes take to arrive?

A: Standard shipping: 7–15 business days (global, except remote areas).

Expedited shipping: 3–7 business days (available for major cities like New York, London, Tokyo—costs extra at checkout).

Remote areas (e.g., rural regions) add 3–5 business days + a small surcharge.

Q3: How do I track my package?

A: Once your order ships, we’ll send an email with a tracking link (from couriers like DHL/FedEx). Click the link to see real-time delivery status.

4. Returns & Exchanges

Q1: How long do I have to return/exchange shoes?

A: You must start a return request within 14 calendar days of receiving your order (per our Returns Policy).

Q2: What conditions do shoes need to meet for returns?

A: – Unworn (no scuffed soles, bent boot shafts, or stretched straps).

  • Original packaging (shoe boxes, dust bags, tags) intact.
  • No alterations (e.g., cut boot heels, adjusted sandal buckles).

Q3: Who pays for return shipping?

A: – Your reason (e.g., size mismatch, change of mind): You cover all return shipping costs.

  • Our fault (e.g., wrong style sent, defective sole): We’ll send a pre-paid shipping label or reimburse your fees.

Q4: How long does a refund take?

A: We inspect returned shoes within 2 business days of receipt. Once approved, refunds take 3–5 business days to process (then 3–7 extra days to show up in your account—depends on your payment provider).

5. Product Details & Care

Q1: Are your boots made of real leather?

A: It varies by style:

  • “Premium Collection” long boots: Full-grain leather.
  • Most short boots/sandals: High-quality PU leather (more affordable, easy to clean).

Check the “Material” section on each product page for details.

Q2: Do any shoes have waterproof features?

A: Yes! Our winter short boots have waterproof PU uppers and anti-slip rubber soles. Summer sandals don’t have waterproofing (avoid prolonged rain).

Q3: How do I care for my leather long boots?

A: For busy schedules—simple steps:

  1. Wipe off dirt with a damp cloth (avoid soaking).
  2. Use leather care oil once a month (for dry climates).
  3. Store with boot shapers (to keep shafts straight) when not wearing.

6. Account & Subscriptions

Q1: I forgot my account password—how do I reset it?

A: Go to the “Login” page → click “Forgot Password?” → enter your registered email. We’ll send a link to reset your password (works within 24 hours).

Q2: How do I unsubscribe from your newsletter (shoe trends, promotions)?

A: Click the “Unsubscribe” link at the bottom of any newsletter email—you’ll be removed immediately.

Still have questions? Email our team at [email protected]—we reply within 1–2 business days!