Frequently Asked Questions
ABOUT YOUR ORDER(S)
Q. How long does it take to process my order?
A. Once your order is placed, we typically process and ship all orders within 48 hours Monday through Friday.
Q. What forms of payment do you accept?
A. We currently accept orders using the following payments: Visa, MasterCard, American Express, Discover, JCB, Diners, China Union Pay, PayPal, and Apple Pay.
Q. Can I cancel or change my order?
A. Unfortunately, we are unable to cancel or change orders once they are placed. Please contact us at orders@FREEBIRDstores.com with questions.
Q. Is sales tax included in my order?
A. By law, FREEBIRD by Steven is required to collect sales tax on all orders shipped to locations where FREEBIRD Stores maintains a physical presence including Colorado, Tennessee, and Utah. All charges will be applied to your order prior to order placement.
Q. How can I be sure your website is secure?
A. We are proud to offer all customers the highest level of security throughout their shopping experience with FREEBIRD by Steven. All credit card information we collect is encrypted, therefore protecting you from all third-party vendors.
Q. What are the available shipping options?
A. Two Day Shipping (FREE) Delivery time (2 business days)
Next Day Shipping ($30) Delivery time (1 business day)
Q. How long does it usually take for you to ship my order and for me to receive it?
A. All orders placed before 2 PM (MST) will be processed and shipped within 48 hours. Your package should then arrive within 3-5 business days if you select our Free Shipping Option. If an order is placed after 2 PM (MST) it will not be shipped until the following business day. Orders placed over the weekend or on holidays will not be shipped until the next Business Day.
Q. I need my order right away. How accurate is the estimated delivery date?
A. We do our best to ensure the timely delivery of all orders. Please note that we are only provided with an estimated delivery date from our carrier. Rarely, will your order arrive outside of the projected time-frame.
Q. Do you offer International Shipping?
A. We currently only offer International Shipping to Canda, but do check back. We have big plans for our Flock. At this time, FREEBIRD by Steven Footwear is only available to ship within the 48 contiguous United States and Canada.
Q. How do I know my order has received?
A. FREEBIRD by Steven will issue you a confirmation email once you have placed your order.
Q. How do I know my order has been shipped? When will it arrive?
A. We will then send a follow up email when your order (or a portion of your order) has shipped. You will be supplied with a tracking number from our carrier and a link that will allow you to track your order all the way from our Denver warehouse, right to your doorstep. You can also check the status of your order anytime by logging into your Account on the upper right hand corner of our website and clicking on Orders.
Q. Shipping in multiple packages?
A. Should you order two or more pairs of FREEBIRD styles, they may ship separately according to sizes and styles we have in stock. You will receive separate shipping confirmation emails for each item, letting you know which item has shipped and the pending status for the rest of your order.
The Fine Print
- Observed Holidays include Christmas, New Year’s Day, Memorial Day, Labor Day, Independence Day, Thanksgiving and Easter.
- If an order is placed after 2 pm MST, it will not be shipped until the following business day. Orders placed over the weekend or on holidays will not be shipped until the next Business day.
- We do not guarantee delivery dates for expedited shipping methods on merchandise.
- We do not currently offer pre-orders.
- Gift cards, shipping costs and sales tax are not applied towards the merchandise subtotal.
- One promotional code can be applied to each order.
Q. Things aren't quite working out. How do I return my items?
A. In the event that your online purchase does not exceed your expectations, we do accept returns to our warehouse. Items must be unworn and unused, and include all tags, parts, and accessories. In order to avoid damages, we recommend trying on footwear in carpeted areas.
Q. Will I receive a full refund?
A. Domestic returns may be returned free of charge, because we love you. Simply contact our customer service at (303) 893-6160 or if you would prefer to email us, send an email to orders@FREEBIRDstores.com to begin your return process.
You will receive a full refund, minus shipping if you selected an expedited shipping method.
Q. How long will it take to process my return and receive a refund?
A. Once the Fulfillment center has received and inspected your return (Usually within 72 hours of receipt) your refund will be issued within 7 days and you will receive an email confirmation that your return is completed. Please note, depending on your financial institution it may take an additional 2-10 business days for the credit to post to your account.
Q. How do I return a gift?
A. At least the thought was there… Should you want to return your FREEBIRD footwear please contact our customer service department at (303) 893-6160.
Q. Can I return my purchase in a store (U.S.)?
A. We do accept returns in stores if they fall under our previous product conditions and original form of payment. Any salesperson can assist you with your return. For store locations click here.
Q. Is it possible to exchange my purchase for another size and/or color?
A. At this time, we do not accept exchanges, because our products are all one-of-a-kind and in high demand. Therefore, if you send back the item you would like to exchange, we cannot guarantee that it will be available. If you do want the item you originally purchased in a different size or color, we suggest ordering it online and then contacting customer service at 303.893.6160 or firstname.lastname@example.org to get return authorization and shipping label to send your original item back to us as a return. When you call customer service please have your new order number available for a speedy return process. We do not accept exchanges on returned items.
Q. Can I return an item that I bought on sale?
A. Any sale items may not be returned or exchanged. These items are Final Sale.
Q. May I return a Gift Card?
A. Gift Cards cannot be returned at this time.
GIFT CARD RULES
We currently do offer e-Gift cards that are only redeemable on FreebirdStores.com. We do NOT accept physical FREEBIRD Gift Cards as a form of payment but check back because we plan to in the very near future.
Q. I purchased shoes from you before and went down a size. What size should I get in a different style?
A. Although we do our best to keep sizing as accurate as possible we suggest reading the notes listed for each style as well as the reviews to get a more accurate description of specific shoe sizing.
Q. What is my shoe size?
Q. Do you carry narrow or wide sizes?
A. We currently only carry regular width shoes.
OTHER GREAT QUESTIONS
Q. Will my footwear look the same as the image on your site?
A. At FREEBIRD by Steven, you could say we dig scars. The minor pigmentations, texture variations and small blemishes that our footwear projects are indications of our unique hand-made process. These imperfections reflect who our customers are and who we are as a brand… Rare and beautiful birds that will never be caged.
Q. Where are your retail locations?
A. Please visit our Find a Store page for list of all retail locations.
Q. Do you price match?
A. FREEBIRD by Steven will always match an online competitor’s non-clearance price within 30 days of your purchase, subject to the following restrictions:
- We will match clearance prices only at the discretion of our Sales Manager.
- If the item is discounted by 40% or more, it is considered a clearance item.
- We do not match coupons with a restricted number of uses.
- Coupons may not be mixed or stacked when being applied to price matches, unless there is an instance when a competitor is offering a coupon and exclusive price at the same time. Should this instance arise, we are happy to match this offer.
- If an item is not in stock at another store, we do not match the price. We will not price match any stores that are not listed as a reputable site or store. Thus, meaning the store must list and answer a contact phone number and business address. We also do not price match with sites or stores that list much of their items as being discounted.
- We do not price match with wholesale quantities, which are consider to be orders of three or more of the same product.
- New arrivals, exclusives, and bestsellers may have some restrictions with the use of coupons and discounts. These restricted products, will be tagged on our site.
- If within 30 days a restricted item becomes no longer restricted, we will price match the item, provided the item and correct size is in stock.
Q. Can I combine discount codes?
A. Unfortunately we cannot accept more than one discount code at a time. We will always honor the discount code with the higher percentage off.
Can't find your answer? Please contact us and we will get right back to you.