FAQs

Will more products be added?

Yes! There's a lot of talk going around on which products we will be adding. Stay tuned...

Who do I contact for help?

Please visit our 'Contact Us' page or email us at support@freethelace.com.


What payment methods are accepted?
 

We accept:

  • Visa
  • Mastercard
  • American Express
  • Shop Pay
  • Apple Pay
  • Google Pay
  • PayPal

Which countries do you ship to?

We ship to the following countries:

Country

Estimated Shipping Time (Excluding Processing Time)

Shipping Price (Flat Rate)

🇦🇺 Australia

5 – 11 business days average

USD $2.49; ~AUD $3.39

🇦🇹 Austria

4 – 9 business day average

USD $2.99; ~EUR €2.59

🇧🇪 Belgium

5 – 10 business days average

USD $2.99; ~EUR €2.59

🇨🇦 Canada

7 – 13 business days average

USD $2.49; ~CAD $2.99

🇩🇰 Denmark

4 – 9 business days average

USD $2.99; ~DKK Kr. 18.99

🇫🇮 Finland – 12 business days average
USD $5.99; ~EUR €5.19

🇫🇷 France

4 – 10 business days average

USD $2.99; ~EUR €2.59

🇩🇪 Germany

4 – 10 business days average

USD $2.99; ~EUR €2.59

🇮🇪 Ireland

6 – 11 business days average

USD $2.99; ~EUR €2.59

🇱🇺 Luxembourg

6 – 11 business days average

USD $2.99; ~EUR €2.59

🇳🇱 The Netherlands

3 – 8 business days average

USD $2.99; ~EUR €2.59

🇳🇿 New Zealand

3 – 10 business days average

USD $2.49; ~NZD $3.49

🇳🇴 Norway

6 – 11 business days average

USD $2.49; ~NOK kr 21.19

🇵🇭 The Philippines

5 – 10 business days average

USD $2.49; ~PHP ₱125.99

🇵🇱 Poland

8 – 13 business days average

USD $2.99; ~PLN zł 11.49

🇸🇦 Saudi Arabia

6 – 10 business days average

USD $9.49; ~SAR 35.59 ﷼

🇸🇬 Singapore

5 – 8 business days average

USD $2.49; ~SGD $3.39

🇪🇸 Spain

5 – 11 business days average

USD $2.99; ~EUR €2.59

🇸🇪 Sweden

5 – 10 business days average

USD $2.99; ~SEK kr 25.49

🇨🇭 Switzerland

5 – 15 business days average

USD $2.49; ~CHF 2.29

🇦🇪 The United Arab Emirates

6 – 10 business days average

USD $4.49; ~AED 16.49 د.إ 

🇬🇧 The United Kingdom

3 – 6 business days average

USD $2.49; ~GBP £1.89

🇺🇸 The United States

5 – 10 business days average

USD $2.49

🇺🇸 The United States (Alaska & Hawaii)

5 – 15 business days average

USD $2.49


How much is shipping? And how long does delivery take?

Depending on your location and product(s) ordered, shipping time and price varies. Standard shipping usually ranges from USD $0.00 - $2.99. Please note that due to restrictions that have arisen due to the COVID-19 pandemic, shipping may be slower. However, we have warehouses worldwide and we will use the warehouse most suitable to your location for the quickest delivery. For most deliveries, shipping approximately takes 3 – 14 business days average (excluding processing time). On checkout, estimated shipping time (excluding processing time), shipping method(s) and price(s) will be stated. Some countries will also have multiple options to select from.

As each country has its own importing policies, FreeTheLace is not responsible for the delays caused by the country’s laws.

Please don't hesitate to inquire about delivery times and prices by messaging us on the 'Contact Us' page or emailing us at support@freethelace.com.

How do I return a product?

We have a 14-day return policy, which means you have 14 days after receiving your item(s) to request a return.

The following cases will be considered for a partial or full refund, resend, acceptance of a return or an exchange within the above time frame:

  • Damaged or broken items on arrival
  • Incorrect or missing items
  • Orders lost in customs
  • Orders lost in transit

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@freethelace.com. If your return is accepted, we will send you instructions on how and where to send your package. Please note that you will have to incur the return shipping cost. In your email, please provide photos or videos of the item to prove damage. Items sent back to us without first requesting a return or an exchange will not be accepted.

Please note that we will not accept a partial or full refund, resend, acceptance of a return or an exchange if FreeTheLace incurs damages based on the following:

  • Only using 1 shoelace for a total of 2 shoes when installing FreeTheLace (each pair of FreeTheLace ordered includes 2 shoelaces to be used for a total of 2 shoes. This ensures appropriate installation).
  • Failure to install FreeTheLace suitably after not following the installation guidelines appropriately
  • Misuse of FreeTheLace (either when worn on shoes or not)

Unfortunately, we cannot accept returns on gift cards.

You can always contact us for any return questions at support@freethelace.com.


How long will it take for a refund to be processed?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note that a restocking fee will apply and will be deducted from your refund (2.9% of your total order (that includes shipping) + USD $0.30). This restocking fee also applies to orders that are cancelled before one of our warehouses has processed your orderPlease note that if you have paid by PayPal, PayPal fees will also not be refunded. Refunds may take up to 14 business days to process. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Can I edit my order?

Please contact us immediately if you wish to edit your order. We cannot offer guarantees to editing your order however we may be able to intercept the order before processing begins and make manual edits. Orders that have started  processing in one of our warehouses cannot be edited.


Can I cancel an order once one of your warehouses has processed my order?

Unfortunately, you cannot cancel an order once one of our warehouses has processed your order. If you cancel an order before it is processed by one of our warehouses, a restocking fee (2.9% of your total order (that includes shipping) + USD $0.30) will be deducted from your refund. Please note that if you have paid by PayPal, PayPal fees will also not be refunded.


Should I subscribe to your newsletter?

Of course! We'll be sharing information on the newest products, the latest promotions, sales, and be giving out discount codes. So yes, you should!


How do I subscribe to your newsletter?

At the bottom of the page there is a section to fill in your email. Write it in and click subscribe. You’re all set after that!