UK Returns Policy as of 3rd November 2025
From 3 November 2025, a return fee applies for UK customers when returning online orders by post to our warehouse.
Returns in store: Free of charge
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Returns by post:
FLX Members (at the time of purchase): Free of charge
Non-FLX Members: £2.99 per return (deducted from your refund)
No fee will be charged if your item is faulty or incorrect.
Not an FLX Member yet? Sign up for FLX here
Delivery Options & Times
What delivery options do I have?
Standard Delivery
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- Estimated time: 2–6 working days
- £3.99 for orders under £99.00
- Free for orders over £99.00
- Free for FLX members
Express Delivery
Only items shipped from our UK warehouse qualify for express delivery. You’ll see this option at checkout when available.
Estimated time: 1–2 working days
£4.50 for FLX members
£5.99 for non-FLX members
Click & Collect
- Estimated time: Up to 6 working days
- Free
Note: Deliveries are made to home or work addresses within the UK. We do not deliver to PO boxes, packing stations, access points, or British Forces Post Offices.
When will I receive my order?
In the UK, delivery usually takes 2–6 working days.
To check your estimated delivery date:
- Use our Order Status tool with your order number and email address
- Or log in and check “My Orders” in your account
Can I choose a specific delivery day or time?
Unfortunately, this option is not available.
You can monitor your parcel using our Order Status tool with your order number and email address.
Tracking & Couriers
How can I track my order?
You can track your order using our Order Status tool.
Just enter your order number and the email address used at checkout.
Which courier will deliver my order?
We work with multiple couriers.
To find out who’s handling your delivery:
- Check your shipping confirmation email
- Or use the Order Status tool
Why did I receive multiple tracking emails?
Each parcel has its own tracking number, so you’ll get one email per delivery if your items are shipped from different locations.
Why is my order split into several packages?
When you order multiple items, they may come from different locations.
Each item will be shipped separately, and you’ll get one tracking email per parcel.
Address & Country Rules
Shipping restrictions
We deliver to home or work addresses in the UK.
We do not ship to:
- PO boxes
- Access points
- Packing stations
- British Forces Post Office (BFPO)
We also do not ship to Gibraltar, the Channel Islands, the Isle of Man, the Isle of Wight, or the Shetland Islands.
Can I order from a different country?
You must order from the website that matches your delivery country.
For example, to ship to the UK, place your order on the UK website.
Can I change my delivery or billing address after I place an order?
Unfortunately, once your order is placed, the delivery and billing addresses can’t be changed.
For future orders, you can update your saved addresses anytime in your FLX account.
Can delivery and billing addresses be different?
Yes. Just uncheck the box that says “Use shipping information as billing address” and enter both separately at checkout.
Delivery Issues
My order hasn’t arrived yet. Where is it?
If your order hasn’t arrived after +5 working days, it may still be in transit.
Please contact our Customer Care team with your order number and email address.
We’ll work with our delivery partner to locate your parcel.
What if I’m not home when my order arrives?
If you're not available, the courier may:
- Deliver to a local collection point (check the address in your tracking info)
- Leave it with a neighbour
- Attempt redelivery
Can I have my order delivered to a store (Click & Collect)?
Yes, if available at checkout. Orders can be delivered to participating Foot Locker stores for collection.
Click here for more information about Click & Collect.
My tracking says delivered, but I didn’t receive my order
We’re sorry to hear that. Please try the following steps:
- Check if the courier left a delivery card.
- Ask neighbours—your parcel may have been left with them.
- Check your tracking link to see if your parcel was delivered to a collection point.
If still missing or you think it has been lost, download and complete this form, then send it to our Customer Care team.
Order Problems
I received the wrong item
We're really sorry about that!
To return the item:
- Go to our Returns Portal
- Select “Product did not match my order” as the reason
- Upload two clears photos of the item and the packaging
- Make sure the item is unused, in original condition, and includes all tags and packaging (shoes must include the original shoe box)
To begin your return click here
My item arrived damaged
We’re sorry your item was damaged.
- Go to our Returns Portal
- Select “Product was damaged, dirty, worn” as the reason
- Upload a clear photo of the item you received
- Make sure the item is unused, in original condition, and includes all tags and packaging (shoes must include the original shoe box)
To begin your return click here
What should I do if an item is missing?
To get your order to you as fast as possible, we may ship items separately.
Please check your order status or shipping emails—your item might be arriving in a different parcel.
If your full order has arrived and something is still missing, contact our Customer Care team with:
- Your order number
- The email address used to place the order
Why was my order returned to Foot Locker?
If your order couldn’t be delivered, the courier may return it to us.
Check your tracking link in the "Your order is on its way" email or shipping confirmation for details.
Returned orders can't be resent. You’ll receive a full refund once the return is processed.
Fees & Refunds
Will I have to pay custom fees?
No, you won’t be charged customs fees.
If you do receive a customs bill, please contact our Customer Care team for help.
Do you refund shipping fees if I return my order?
- If you return your entire order, we’ll refund any shipping fees you paid.
- If you’re only returning part of your order, shipping fees won’t be refunded.
Want free shipping next time? Become a FLX member!