Frequently Asked Questions
Q. Who can I contact about accessibility issues I encountered on this site?
A. FreebirdStores.com is committed to making its website accessible to all individuals. Please CLICK HERE to review our Accessibility Statement.
ABOUT YOUR ORDER(S)
Q. What forms of payment do you accept?
A. We currently accept orders using the following payments: Visa, MasterCard, American Express, Discover, PayPal, Afterpay.
Q. Can I cancel or change my order?
A. We are unable to modify existing orders. If you’d like to cancel, please reach out to our Customer Experience team within 1 hour of placing the order. Our number is 303-893-6160. We are open Monday - Friday from 8 am - 6 pm MST.
Q. How will taxes be calculated?
A. By law, FREEBIRD by Steven is required to collect sales tax on all applicable orders. The tax rate applied to your order will generally be the combined state and local rate for the address to which your order is shipped. This is calculated by a third party - Avalara. All charges will be applied to your order prior to order placement. Please check our Sales Tax page to see if your state is included in the list of states we are required to collect tax from.
Q. Where are your retail locations?
A. Our 6 retail locations are located in Colorado, Utah, and Tennessee. Please visit our Find a Store page for a detailed list of all retail locations.
GIFT CARD RULES
Q. Where can I use my e-gift card?
A. We currently offer e-Gift Cards that are only redeemable on FreebirdStores.com. We do NOT accept physical FREEBIRD Gift Cards as a form of payment for online purchases. Feel free to use your physical gift card in-store, click here for store locations.
Q. How long will it take to receive my order?
A. All orders are allotted 1-3 business days for processing, including those with expedited shipping. Orders received after 2 PM MST will begin processing the following business day. Rare exceptions may occur during peak shipping times. Processing time does not include transit time!
Once your order ships, we'll email you the tracking information so you can follow along. Transit time VIA our Free Standard Shipping can take between 2-7 business days but is not guaranteed. Weekends (Saturday and Sunday) are not included in transit or delivery times. Multiple item orders may be shipped in separate boxes. If you have additional items in your order, you may receive multiple emails with tracking information if they ship separately.
Some styles may be available for pre-order. If an item is back-ordered, the shipping timeframe will be indicated in red lettering on the product’s page.
Q. What is Alaska, Hawaii and Canada Order Policy?
A.Standard Shipping, 2nd Day Shipping, and Next Day Shipping are available for all orders being shipped to Alaska and Hawaii. Prices are calculated at checkout based on your order’s size and value.
We offer FedEx International Economy shipping service for all orders that are shipped to Canada. The shipping cost is $25 per item and includes any applicable duty fees. Taxes are calculated at checkout. Canadian orders are restricted to residential addresses only, excluding commercial/business locations.
Please allow 1-3 business days for order processing and approximately 2-7 business days transit time for shipping. Please check your tracking so you know exactly when to expect your order. We do not offer expedited shipping to Canada at this time but check back soon
The Fine Print
- Observed Holidays include Christmas, New Year’s Day, Memorial Day, Labor Day, Independence Day, Thanksgiving and Easter.
- 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. You may return any unworn and unused items within 30 days of their delivery date. We send a prepaid return shipping label in each order. Attach the prepaid label to your original shipping box, include your Packing Slip and drop them off at FedEx. You can also contact FedEx to schedule a pickup. Once your return is processed, you will receive an email confirming your refund.
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 your return has been received and inspected, your refund will be issued within 7 days. You will receive an email confirming your refund. 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 or Orders@FreebirdStores.com
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. If you are returning an online purchase in store, you’ll need to provide your order confirmation email to receive your refund. 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 are not eligible for refund.
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?
Women's Size Conversions
Men's Size Conversions
Have questions about our sizes?
Please contact us and we will get back to you.
Measuring from home is as easy as knowing what size you currently wear and reading below.
Most FREEBIRD styles run from a size 6-11 in regular width, however we do not currently offer ½ sizes. Considering each FREEBIRD shoe is handmade, some styles may run smaller or larger than our regular sizing due to the artisanal process.
Although we do make every effort to keep our sizing as consistent and accurate as possible, we suggest taking a look at our notes in the 'details' section of each shoe for sizing instructions. We do not guarantee individual sizing at this time. When you receive your FREEBIRD footwear we recommend that you try them on indoors on a soft, carpeted surface. You should be able to comfortably wiggle your toes with the shoe completely fastened.
Measurements are based off of US Women’s size 8. Should you have any additional questions on sizing for your FREEBIRD footwear, please contact our Customer Service at orders@FreebirdStores.com or 1.888.FREEBIRD
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 Stores, 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 Stores, Inc. 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.