Product and Sizing
1. Where are the shoes produced?
All Freakloset shoes are produced in São João da Madeira, a city in the north of Portugal known for its expertise in the art of shoemaking, passed through different family generations. It’s handmade at its best.
2. How are the shoes produced?
All of our shoes are handmade by our expert artisans in the north of Portugal, matching the colors and materials you chose for your own shoes. Creating a shoe it’s a work of art, and that’s why we keep the highest quality standards when producing Freakloset shoes. You can take a look at our production process here.
3. What materials are used in the shoes?
We use mainly Italian leathers and textiles, while the rest of the components and production itself are made in Portugal. Our Italian calf leather (considered the highest-class leather for classic shoes) is a natural product known for its high resistance to wear and tear and by its beautiful grain. It is also known for its depth of color that will develop beautifully with age, as long as well-taken-care-of.
For your counter, you can go with line-stretch neoprene, which is not only an aesthetic aspect as it assures an incredible comfort due to its elasticity and latex filling, as also being waterproof; or with rubber, which also ensures comfort and a colorful statement. Hug your ankle in the most comfortable option possible.
Our sneakers use a different kind of leather, aniline leather, known for its elasticity and flexibility, much need for sportier shoes. Our sneakers leather will easily adapt to your feet shape and like an extension of your body. For both shoes and sneakers, you can also choose our Suede leather, with its soft feel and casual look, with a special treatment to make them water resistant.
The Freakloset Shoe line soles are proprietary, as they have been exclusively designed by us, and are 100% rubber. Besides guaranteeing maximum comfort, they are waterproof and non-slippery. Our sneaker soles are also made of 100% rubber, which also makes the soles very flexible and nonslippery.
4. How long will my shoes take to be produced?
Our shoes are made-to-order, which means that as soon as your order is placed, their production begins. The production process can take up to 15 working days, approximately, two to three weeks. After your shoes arrive our HQ, it takes approximately 1 to 4 days to reach your address, depending on the destination country. We have also a small selection of styles of which we have some limited stock available for immediate shipping. To check these models please click here.
5. Are your products unisex?
Our models are the same design-wise for men and women. The only difference is in the shape and ergonomics of the shoe/sneaker, which is slightly different between man and women, to make sure the fitting is perfect. Men shoes are wider, and the women shoes are a bit more narrow. The shoe soles are also a bit different, being the men’s sole measures 2.5 cm (approximately 1 inch), and the women’s sole measures 3 cm (approximately 1.2 inches).
6. How can I measure the sole height?
Our shoes’ soles have a slight difference regarding height. The men’s sole measures 2.5 cm (approximately 1 in), and women’s sole measures 3 cm (approximately 1.2 in). Our sneakers have the same sole height for men and women, this being 2.5 cm (1 in). Our platform sneakers have the same sole height for men and women, this being 3.5 cm (1.4 in). You can measure your sole height by placing a measuring tape at the bottom of your sole to its top, just before the leather.
7. What material options do you offer?
You can choose between calf and suede for your shoes (derby, monk, loafer, and boots); and you can choose between aniline leather, suede or vegan textiles for your sneakers. For your counter, you can choose either neoprene or rubber textile for all the shoes/sneakers. Our laces are all made of waxed cotton, apart from the sneaker laces which are 100% cotton.
8. I have got a wrinkle on my shoes? What should I do?
Since leather is a natural product, it is normal to get a little wrinkled when worn for the first time, as it is the natural reaction of your walking motion. Also, the leathers we use don’t take any chemicals besides the necessary, which ensures its natural traits. However, the wrinkles aren’t a defect/fault: it’s just a characteristic of using such natural product. You can minimize wrinkles by applying some shoe wax to nurture the leather or using shoe-trees whenever you are not wearing your shoes. If you have any question, you can send us an email to firstname.lastname@example.org and we’ll be happy to help.
9. My shoes are hurting me. What should I do?
Our shoes are made to be as comfortable as possible, however, sometimes it is normal to experience some discomfort with new shoes. At a first run, your shoes are getting to know your feet, and, although it’s rare, it’s normal that to do so they give you small blisters or hurt you a little. We recommend using the shoes for 2 to 3 hours a day on their first week, ensuring a good start for your shoes and feet. You should always wear comfortable socks and ensure your feet are moisturized to prevent blisters. If after a long time your shoes keep hurting you, please contact our team at email@example.com to check if there is any problem or defect.
10. How do I care for my shoes?
To take care of your calf and aniline leather shoes, a simple wet cloth will do the trick for daily cleaning. To keep your shoes hydrated and beautiful, make sure to apply some natural shoe wax every other month, with the help of any flannel cloth. If you need help in picking the perfect shoe wax, please contact our team for advice. For suede leather, a brush and a flannel cloth are enough to clean your shoes. To care for your soles and keep them clean and bright, apply some cleaning detergent (very carefully not to touch the leather or textile).
11. How can I buy and use a Gift Card?
12. How do I know what size am I?
You can find a complete size guide conversion chart below! Even so, if you are still unsure of your size, we can guide you through the process by simply sending us a draw of your feet on a scanned sheet of paper. Send the draft to firstname.lastname@example.org and we will help you to pick the perfect size for you.
Men's size conversion chart
All of our shoes fit true to size. If you take a half-size, please go up to the nearest whole size.
|EU||UK||US & Canada|
Please notice that standard sizing is a guide only.
Women's size conversion chart
Fits true to size. If you take a half-size, please go up to the nearest whole size.
|EU||UK||US & Canada|
Please notice that standard sizing is a guide only.
13. I’m not sure about my size: am I a half size?
Our shoes fit true to size, but in case you are stuck between two sizes, we would recommend you going for the next size up. In sneakers, however, you can choose a half size.
Orders, Payment & Shipping
1. How much do my shoes cost?
All our shoes are priced on our website below each product on its catalogue page. Depending on the destination you might have to pay shipping costs. If you are located outside the European Union, you might incur in import duties and taxes.
2. What payment methods do you accept?
We currently accept Paypal payments (which require a Paypal account), Amazon Pay, bank transfer and payments made with all major credit card companies (Visa, Master card and American Express). If you are having any trouble with your payment, please contact our customer service team at email@example.com.
3. Is it safe to use my payment data on your website?
At Freakloset we are customer-centered, and that’s why we understand your concern. Concerning payment safety, we include an SSL certificate that uses industry standard 128-bit encryption technology. This is the same level of encryption used by large banks to keep your information secure.
4. My order is ready. What happens next?
Once your shoes are produced and ready for shipping, they will go through a quality control process to check for production flaws and then packaged. After this, you will receive an email notifying you with your shipping details and tracking number.
5. How does shipping work in Europe and how long does it take?
We offer free shipping to all orders from Portugal above 125€ and a 5€ rate for orders under 125€. Regarding European orders we offer a 18€ flat rate, except the following countries: Norway, Switzerland.
Shipping can take between 2-4 business days to reach you according to the destination. We may also change the rates upon special occasion.
6. How does shipping work in the rest of the world and how long does it take?
Outside Europe, shipping might take 1 to 5 days to deliver your order depending on the destination and we offer a flat rate of 30€ with a few exceptions regarded below. Rates may also change upon special offers.
Hong Kong and Asia
7. Do I have to pay duties or taxes?
Shipping to countries outside the European Union may result in extra import duties and taxes. These additional customs clearance charges must be paid by you, as we hold no control nor responsibility for these charges. Please also note that some international orders that are subject to these customs clearance procedures may result in delays beyond the original delivery estimates. Policies vary from country to country, so we would recommend you contact your local office for information or clearance procedures.
8. Delivery anomalies:
Even though we work closely with our delivery partner to avoid anomalies, please note that your shipping might suffer delays or anomalies. Please ensure you provide us the correct and complete address where you stay most of your time, to avoid delivery issues. Even so, if there is something wrong with your delivery please contact us at firstname.lastname@example.org.
9. To which countries do you deliver?
We ship worldwide.
10. Do you offer free delivery?
We offer free delivery within Portuguese orders above 100€ as stated in point 4. We might also have special offers from time to time.
11. How do I track my order?
Once your shoes are ready and shipped, you can track your shipment status through a tracking code sent to you via email. You can check your order’s progress online through your Freakloset account or through our delivery partner’s website.
12. Can I change my shipping address while my order it’s on its way?
Once your order is on its way it is not possible to change the address, however, we can try to reschedule a new delivery attempt to the correct address, which may incur in extra charges for you. Please contact us at email@example.com for further help.
13. What shipping options do you offer?
We offer express shipping in all orders after the products are ready.
14. Can I collect my order at your store if I live in Portugal?
Yes, you can visit our store at Rua do Passadiço 68, 1150-253 Lisbon, Portugal and collect your parcel free of charge. Kindly inform us beforehand so we have your order ready for pick up.
Returns & refunds
1. What is a return and an exchange?
A return is when you want to give back your product and have a refund. An exchange is when you want to exchange your current product (different size).
Please note when exchanging a product we can't change any specifications such as materials or colors, only the size is available for change.
2. What is your criteria for a return and for exchanges?
Your satisfaction is of ultimate priority to us and we work every day to achieve it. You have 30 days after you receive your products to exchange them or ask for a refund, provided the following criteria:
- the shoes/sneakers must be unworn and new
the shoes/sneakers must be returned in their original packaging and courier box
In case you receive an item that you believe to be faulty, please email us at firstname.lastname@example.org immediately.
Please also note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style or colors, we can return it for a store credit.
3. What is a faulty product?
We consider faulty products when a product arrives damaged or has a manufacturer fault.
4. Why would there be faults/defects on the leather?
Our shoes are handmade with the finest quality leather; therefore they do not all look exactly the same, as it reveals the artisans' traits. The leather is a natural material and so, it is not perfect and it is unique in its own specific colouring, markings, striations and the surface is susceptible to scratching. Variations in surface and scratching are not viewed as faults/defects.
5. What is my return period?
You can return or exchange your product free of charge within 30 days of receiving your order for an exchange or full refund (if the items are in the same country as originally shipped to). If you wish your replacement shoe to be sent or collected to or from a different country, shipment fees will be bared by the client. (*excluding final Sale products, which cannot be exchanged or refunded)
6. How can I return/exchange my product?
If you wish to return or exchange your item, please follow the given instructions:
Send an e-mail with your order number to email@example.com with the following information:
- Your name
- Your order number
- Full shipping address
- In case of exchange: new size/model you would like to exchange for
- In case of a return: the reason for the return
Our customer service will contact you and arrange a pick-up for your order at a time and place of most convenience to you.
Please bear in mind that all returned and exchanged products need to be returned unworn, unused and in their original packaging (dust bag, outer courier box and shoe box included). Please also check point 7 and 8 and our criteria in point 2.
Important disclaimer for all returns/exchanges:
Freakloset provides free returns worldwide in all exchanges. We will pay for the cost of the return, we will request a new size, and we will handle the reshipment fees.
Please note that, for refunds, Freakloset will pay for the cost of the return and will refund you the amount paid for the shoes, excluding shipping costs, which will not be refunded, therefore the refund value will be of the purchase price before shipping costs.
We always refund your money to the bank account, credit card or PayPal account that was used for the order.
Please note that if you do not send us your order in our original packaging, you may incur in extra shipping costs that can affect the free return and full refund amount.
We also recommend all returned items to be done from the original delivery country to ensure additional charges or delays won’t occur.
7. Return conditions:
You should not send your shoes without contacting the customer service team beforehand. Plus, your return will only be fulfilled if the shoes are unworn, have no signs of use, are in their original packaging and the Freakloset shoe box isn’t damaged as they all are considered part of the product. Your return may not be accepted if any of these items are damaged or missing. Please also check point 2. Please also ensure you send all items you wish to return in the same shipment to ensure a quicker procedure.
Freakloset has the right to refuse returns and refunds at our own discretion if the returns don’t meet the stated criteria.
8. How to package for return:
To package for return, you should wrap your shoes with the white silk paper inside your box, just like they arrived. Please do not wrap them directly with the black silk paper, as it may stain the soles. After this, you should place the branded dustbag inside the shoe box and close it. Please don’t attach any label or tag at the branded shoe box. To finalize, simply put the shoe box inside the original courier box in which you received your order and close it with tape.
9. Can I return a customized shoe?
Yes, if your shoes fulfill our return policy and if do not have any special customizations to it (for example, name embossing) you can return your custom shoe for a size exchange or store credit.
10. How do I return a product for a refund?
Please refer to point 6. After your shoes are received at our HQ and your situation is reviewed and accepted, you will automatically receive a refund in the card/account used initially to pay for your goods. This may take up to 7 working days from the day we received your shoes. Once the transfer has been made, you will be notified.
1. How accurate are the materials represented online?
Our designers make a constant effort to display the colours as accurately as possible. However, since all monitors vary, it may compromise the way materials are displayed, therefore, we are not able to guarantee that your monitor’s display of colours and materials will be completely accurate. Nevertheless, if you are in doubt between colors or materials, please contact our team at firstname.lastname@example.org so we can send you pictures of the real materials.
2. The colors of my shoes look different from the website. What should I do?
Although all our efforts to perfectly match the colours and materials to our website, there’s always a slight difference between displaying something online and offline. Even so, if the colour seems completely different to you, please contact us to review your order and check for a possible manufacturer mistake.
3. I haven’t received a confirmation email or any email regarding my order. What should I do?
First, you should verify if you typed your email correctly and also check your spam folder. If both of the above don’t work, please contact us at email@example.com.
4. How can I contact Freakloset?
You can contact Freakloset via chat (on our website), email at firstname.lastname@example.org or call us at +351 218 028 447.
5. Do I need an account to place an order?
You can check out as a guest without creating an account. However, creating an account allows you to save your personal information for the next purchase (not your credit card information) and also creating a wishlist to save your favorite combinations. You can also benefit from faster checkout and future campaigns for registered clients.
6. How can I subscribe or unsubscribe your newsletter?
When entering our website, a pop-up will appear where you can type your email and get subscribed. If this doesn’t show up, you can subscribe to our website’s footer. We use our newsletters to send our customers new drops, monthly curation and useful content such as sales and exclusive offers - we believe in only communicating interesting content to our subscribers, therefore we promise not to spam your inbox. To unsubscribe from our newsletter, you can find an unsubscribe link at the end/footer of all our newsletters. If that is the case, we are sad to see you go, but we would love to see you again soon!
7. How can I order on your website?
You can check our collection for all-time favourites and get some inspiration, or create your own model at our customization software. If you fancy a model from the collection but wish to change a specific part of that shoe, click on the “customize this model” button, right below “add to bag”, on any of the collection models, and create your own custom shoe starting from that inspiration. After choosing your model, just click checkout on your shopping cart and you’re all set. In up to 15 working days + shipping your custom Freaks will reach you at your doorstep.
8. How can I change or cancel my order?
Once your order is being processed, you can no longer make changes or add/cancel any products to it (we start processing orders usually 24 hours after order is placed). However, please contact our Customer Care services at email@example.com to see if it is possible to accommodate your changes.
9. Can I place an order on my phone?
Yes, you can. Our website is super mobile friendly - simply open our website on your mobile browser and place an order just like you would on your computer. If you are using a discount code, please note that when using a mobile browser, the discount code window appears on top of the checkout (just click “show order summary” and the discount window appears).
10. What currencies can I shop in?
You can shop Freakloset’ products in Euros (€), British pounds (£) or American dollars ($); however, when paying for your order, all payments will be made in euros (€).
11. Do you have a physical store?
Yes, and we would be glad to welcome you at Rua do Passadiço 68, 1150-253 Lisbon, Portugal and show our products.
12. Do you have stockiest in Europe?
Besides our physical and online stores, you can purchase our products at:
The Feeting Room Lisboa: Calçada do Sacramento nr 26, 1200-394 Lisboa
The Feeting Room Porto: Largo dos Lóios 86, 4050-338 Porto
Les Filles: Tv. do Rosário 33A, 1250-096 Lisboa
13. Do you have stockiest outside Europe?
Yes, you can find our products in the following stores:
MNDS Shoes: Zwaanshals 508/3035 KS, Rotterdam, The Netherlands
Gibran Store: 6103 Phinney Ave N, Suite A, Seattle WA 98103, USA
Tictail Market: 90 Orchard St, New York, NY 10002, USA
Confashion Store: Paderewskiego 8, 61-770 Poznan, Poland
14. Have you got any online stockiest?
Yes! You can shop our products online in the following retailers:
- THE FEETING ROOM: www.thefeetingroom.com
- FANCY: www.fancy.com
- TICTAIL: www.tictail.com/freakloset