Frequently Asked Questions

Welcome to Freestep-Footwear’s FAQ

Your questions answered, your journey simplified. If you don’t see what you’re looking for here, our customer support team is just a message away and ready to help.

1. Where do you ship?
We currently ship to, including Hong Kong, Switzerland, Germany, Austria, and UK.

2. How much is shipping?
Shipping is always free on all orders — no minimum spend required.

3. How long will my order take to arrive?
Expect delivery within 5–10 business days, broken down as follows:

  • Processing time: 1–3 business days
  • Transit time: 4–7 business days
    Orders placed after 5:00 PM will be processed on the next business day.

4. How can I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking link. Please allow up to 48 hours for tracking updates to appear.

5. Can I modify or cancel my order?
If you need to change or cancel your order, please contact us immediately at info@freestep-footwear.com. We’ll do our best to assist, but changes cannot be guaranteed after order processing.

6. What is your return policy?
Returns are accepted within 30 days of delivery. Items must be unused, unworn, and in original packaging.

Return shipping costs due to customer error (e.g., wrong size or style ordered) are the customer’s responsibility.

Refunds will be processed within 10 business days after receiving and inspecting the returned items.

For full details, please visit our Return & Refund Policy page.

7. What payment methods do you accept?
We accept a variety of secure payment options including:

  • Visa
  • MasterCard
  • American Express
  • Maestro
  • Diners Club
  • Discover
  • UnionPay
  • JCB
  • Google Pay
  • Apple Pay

8. Is my information secure?
Absolutely. We use SSL encryption to protect your personal and payment data. For more details, see our Privacy Policy.

9. Do you offer gift cards?
Not yet, but we’re excited to launch digital gift cards soon. Stay tuned!

10. How can I contact customer support?
We’re here to help! Reach out anytime via:

Phone: +852 6049 1107
E-mail: info@freestep-footwear.com

Our support hours are:

Monday – Friday
9:00 AM – 5:00 PM
Closed on weekends and public holidays.

Still have questions?
We’re always happy to assist you. Contact us and let us help make your Freestep-Footwear experience seamless and enjoyable.