FAQ

Step 1 – Select the product you would like to buy
Step 2 – Select “ADD TO BASKET”
Step 3 – Select “Proceed to Checkout”
Step 4 – Enter your relevant Shipping and Billing address details (Make sure to fill in all 4 lines under the Shipping/Billing details). Please make sure the delivery address is available between 8:00 and 17:00 during weekdays as this is the time our couriers deliver.
Step 5 – Select your payment method
Step 6 – Select “Place Order” and you’re good to go!

Tips
– If you create a profile on our website, you won’t need to enter all your shipping/billing details every time you order. You can also view your past and current orders.
– Please note that we cannot deliver to a P.O Box. If you would like it delivered to a PostNet or other postal service branch please make sure that they are aware of the delivery and will allow the delivery of your parcel.

• You will receive an email confirming your order and that your order is now processing.
  (Check your spam folder as they sometimes end up in there)
• If you are shipping within South Africa, your order will be shipped to you within 2-5 days since placing your order.
• You will receive an email with tracking details as soon as your order is picked up by our trusted couriers. Once picked up your order should be delivered within 2 – 4 business days if delivery is occurring within South Africa, depending on where you are located.
• If you are shipping internationally, your order will be delivered within 14 working days.

• Your order is our responsibility until it is delivered to your door and you are completely satisfied with your order. We will do our absolute best to ensure that your package is delivered as soon as possible. If you have received tracking details for your order, please contact the courier directly, as they will be able to assist you most efficiently whilst your parcel is in their care.
• If you have not yet received tracking details, request to speak to once of our agents, and we will gladly assist you.
• Please take note that we simply cannot guarantee that your parcel will be delivered at a certain time. If you are nervous that you may not be at home, rather add a place of work where someone will be at all times as your delivery address, or try our very easy to use click and collect option!
• When tracking my parcel it says that it is delivered but I do not have it. The courier will be liable if they cannot trace the parcel and redeliver it to you. Please notify one of our agents of this issue, and we will address this with the courier and make certain that you receive your product.

• You can request to speak to one of our agents on WhatsApp.
• Alternatively, please email support@freedomofmovement.co.za and we will get back to you asap.

• We have 27 stores nationwide. Please follow the link to utilise our store locator: 

• Unfortunately we are not able to custom make any products/sizes. We plan our production operations months in advance. Squeezing custom orders between standard production operations can cause for custom products to take up to 3 months to manufacture. You are more than welcome to give us your feedback on our products and ideas to improve them. We love to hear about new ideas and recommendations from you!

• Yes we do, we ship to most countries. We charge a rate, based on the calculated volumetric weight of the shipment size. This will automatically be added when you place your order on our website. Unfortunately, we do not ship to the following countries: Russia, Ukraine 
  
• Please note that we do not ship any FOM aerosol leather care products due to airline regulations. No aerosol cans may be shipped on cargo flights 
  
• VERY IMPORTANT: Please note that you may be asked to pay customs tax and duties to the tax authorities of the specific country upon import of the goods. For more info regarding this, feel free to send an email toﾠsupport@freedomofmovement.co.za 
  
• Regrettably, we do not offer international returns or exchanges.  
  
• International delivery takes approximately 7-10 business days, but can take up to 14 depending on where you are located. FedEx International Priority and UPS are our international shipments partners.   
  
• Delays may occur due to customs clearance or availability on air freight planes.   
  
• You will receive an email as soon as your order has been shipped. The email will include a tracking number and a link to where you can track your order.  

IMPORT LIABILITIES AND TAXES: 

Freedom of Movement (FOM) does not cover import liabilities that may be applied by the government of the destination country. FOM will not accept any responsibility for customs delays, duties, or taxes that may apply in the destination country. Under no circumstance will FOM accept any orders back due to the rejection of customs charges.   

FOM is not responsible if customers are not notified by their country’s postal authority that items are awaiting payment of customs duties and taxes.  

For international exchanges/returns, the customer is responsible for the shipping costs and any relevant duties of an exchange.  

• Delivery times depend on where you’re based and what you’ve ordered, but we’ll always do our best to get your order to you as quickly as possible.
• Major cities & metro areas: 2–3 working days
• Outlying or regional areas: 3–5 working days
• Custom or engraved items: 5–7 working days (these are made to order with a little extra care )
• We’ll send you a shipping confirmation email as soon as your order is on its way -complete with a tracking link so you can follow its journey to your door.
• Please keep in mind that these are estimated timeframes, and deliveries might take a little longer during busy seasons, or due to courier delays.

Unfortunately, you cannot change a delivery address after checkout. If you need a different address, you will need to cancel the order and place a new one, or if the order has already shipped, you'll have to wait for it to be returned to the warehouse and then place a new order. For future orders, you can update the delivery address in your account profile before placing a new order.

• If an item is out of stock, it should reflect as such on our website. If there is stock in one of our stores, please use the click and collect option.
• If an item is completely out of stock, please sign up to be notified when an item comes back into stock, so that you are the first to hear about it's return!
• Unfortunately, due to the digital nature of online shopping there is an opportunity for an order to go through for an item that is out of stock. If for whatsoever reason the item you ordered is out of stock, our sales team will immediately notify you and do their best to find a solution that suits you.

• Door to Door Delivery
• Click & Collect at any of our stores Nationwide

Click and Collect will be unavailable from 16/11/2025 - 01/12/2025 due to high purchase volumes. We aim to provide the highest quality of service, and will do our best to ship any items to your door timeously. 

1. Select Click and Collect at Checkout
2. Choose your preferred store location from the available options
3. You will receive an email confirmation once your order has been placed
4. When your order is ready for collection you will receive a "Ready for Collection" email notification
5. Visit your selected store within 10 days and provide your order confirmation as proof of purchase.

If you have not collected your purchase within 10 days, your item will be refunded via the original payment method and your product will be put back in stock.

During peak periods, Click and Collect may be unavailable or experience delays in collection times owing to high purchase frequency.

• Click & Collect orders can be returned or exchanged in-store in accordance with our standard Returns Policy.
• Please ensure items are returned unused and in original packaging, with proof of purchase.

Payment must be completed online before collection — no payments are processed in-store for Click & Collect orders.

• Yes we do offer repairs on most items - we do not offer repairs on clothing items or sneakers.
• You are more than welcome to hand in your item at any of our FOM branches. Your product will then be sent to our Cape Town warehouse for repair. It will take 4-6 weeks from when it is received to be repaired. It will then be shipped back to the store of your choice as soon as possible to be given back to you. If you are not able to visit any of our stores, we are more than welcome to arrange a shipment for you.
• Pricing:
• Within warranty: No additional fees
• Outside warranty: Repair fee varies based on type of repair. You will be notified of this when logging your repair.
• All full leather product variations carry a 2-year extended warranty from the date of purchase relating to any manufacturing defect.

• Store ship date - all repairs shipped on or before the 21st of November will be processed and returned to the store before the 24th of December.
• Any repairs received after the 21st of November will be processed but delivery will take place in January 2026.