Frequently asked questions

Everything people ask us about delivery, fit and our guarantee. If your question is not here, send us a message and we will answer it.

Shipping and delivery

How long will it take to receive my package?

Once shipped, delivery usually takes between 8 to 11 business days depending on your location. Orders are processed in 1 to 2 business days before they ship.

Where is my order?

Once the order is with our trusted courier service you will receive a tracking number and link, so you can follow the parcel all the way to your doorstep.

I did not receive an order confirmation email

Confirmation and shipping emails are sent automatically, so they sometimes land in your spam or promotions folder. Have a look there first. If you gave us a phone number at checkout, you may have received an SMS instead.

Still nothing? Email support@freshsteps.co.za and we will resend it.

How can I manage my order?

To change or manage a confirmed order, contact customer support at support@freshsteps.co.za as soon as you can. The sooner you reach us, the more we can change before it ships.

The product

Do the insoles help with plantar fasciitis?

Yes, ActiveFlex™ massage insoles can help ease plantar fasciitis discomfort for many people. The arch support and heel cushioning reduce the strain placed on the foot during standing or walking.

If you are being treated for a foot condition, check with your healthcare provider first.

How long do the insoles last?

With normal daily wear, ActiveFlex™ insoles typically last 12+ months, often longer, depending on how intensively you use them. Hand washing and air drying will extend their lifespan.

Should I size up or down if I am in between sizes?

Size up and trim to fit. That gives you the most comfort and the most precise fit, because you can cut along the guide line at the toe using your old insole as a template.

Will my shoes still fit after inserting the insoles?

Most shoes fit comfortably once you remove the original insole first. Tight, low-volume shoes will feel snugger than roomier boots or trainers.

Ordering and support

What is the guarantee?

All FreshStep™ products come with a 30-day money-back guarantee. If you are not satisfied for any reason, you can return your item within 30 days of receiving it.

How does the buy 3, get 1 free bundle work?

Choose the four-pair bundle on the product page and pick a size and colour for each pair. The fourth pair comes off automatically at checkout, so you never need a discount code.

Can I order different sizes in one bundle?

Yes. Every pair in a bundle gets its own size and colour, so you can order one for yourself and one for someone else in the same order.