How to return your item
How do I return an item?
You can return your item(s) by post or in store, whichever works best for you.
How do I return an item by post?
You have 28 days from the delivery date to return your item using our online return portal.
All returned items must be in their original condition.
Returning by post:
- Go to the Returns Portal
- Enter the email address used to place the order and your order number (starts with 319)
- Select the item(s) you want to return
- Choose a reason for return
- Download your return label
- Stick the label on the outer shipping box, not the shoe box
- Drop off your return at your selected DHL drop-off point -
- Keep your tracking number as proof
Important:
- Please don’t leave returns in a locker, we’re unable to collect them.
- Do not use DHL Express
- No QR codes – label must be printed
- Keep your return and drop-off receipt
Returns are free if you use Foot Locker’s return method. You may use an alternative method, but returns are at your own risk.
How do I return an item to a Foot Locker store?
You can return eligible items to any Foot Locker store for free, either for a refund or exchange. All returned items must be in their original condition, unworn and with the labels still attached for a return to be accepted.
What to bring:
- Your proof of purchase
Items purchased in-store should only be returned in-store
We do not accept in-store returns for:
- Underwear, swimwear, socks, or hygiene-sensitive items
- Worn, washed, or damaged items
Returns
Can I return an item bought online to a store?
Yes, you can return online purchases in-store, as long as the item was not received damaged or incorrect . If your item was damaged or incorrect, it must be returned by post using the Ready Returns portal.
How do I track my return?
Once you’ve dropped off your return, it’s important to keep track of it until it reaches us.
- Keep your return receipt with the tracking number, this is usually provided when you drop your parcel at the DHL ParcelShop.
- You can track your return using the DHL tracking link found on your receipt.
- Your return remains your responsibility until it arrives at our warehouse.
I don’t have a return label.
You can create one through our Ready Returns. Just enter the email used to place the order and your order number (it starts with 319).
Do I get the shipping fee refunded?
- If you return the entire order, we’ll refund the shipping fees as well.
- If you return only part of your order, the original shipping fee will not be refunded.
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What if my return doesn't fit in one box?
Each package needs its own unique return label.
- Go to Ready Returns
- Select the items for the first package
- Generate and print the return label for that package
- Repeat the steps for each additional package
DHL Express store is asking for a Waybill number.
We're unable to provide Waybill numbers. Please visit one of these service points.
Can I return a raffle item?
Yes you can. Please see our step-by-step How to Return instructions
Drop-offs must be made at a DHL ParcelShop, not in a locker. Find your nearest location here.
Why was my order returned to Foot Locker?
If the courier was unable to deliver your order, you can track the reason for the return using the tracking link provided in the “Your order is on its way” email or the courier’s shipping email.
Orders that are returned to Foot Locker cannot be resent. You will receive a full refund once the return has been processed.
How do I return an item bought with Clearpay?
For Clearpay, click here (Clearpay – Foot Locker).
Refunds
Once your parcel has been scanned by the courier we aim to process your return within 14 days, including your refund.
Where is my refund?
We aim to process all returns as quickly as possible. Please allow up to 14 days for your return to be processed and your refund issued. You’ll receive a confirmation email once your return has been completed and your refund has been made.
Please note: it can take 3 to 10 working days for the refund to appear back on your original payment method.
What should I do if my refund is incorrect?
Reach out to our customer care team. with your order number. We’ll sort it out for you.
When will I be refunded after cancelling my order?
Once your order is cancelled, your refund is usually processed within 3 to 10 working days, depending on your bank.
- If you paid by credit card, the charge is only pre-authorised, not captured, so the hold should drop off automatically
My item was cancelled. When will I be refunded?
If an item was cancelled before shipping, you won't be charged. If a refund is needed, it will be processed within 3 to 10 working days, depending on your bank.
- If you paid by credit card, the charge is only pre-authorised, not captured, so the hold should drop off automatically.
What if my card is expired or closed?
No worries! Your refund will still be processed.
- Your bank will usually route the refund to your new card or account
- If not, contact your bank, they'll be able to locate or release the funds
Damages & discrepancies
What if my item is damaged - what now?
We’re sorry you received a damaged item. Please return the item as soon as possible by following these instructions:
1. Inform our customer care team.
2. Return the item via our Ready Returns
- Log in using the email address used to place the order and your order number (starts with 319).
3. Select the item(s) you would like to return.
4. Choose “product was damaged, dirty, worn” as the return reason and upload clear photos showing the damage.
5. Print out the return label and attach it to the outer box (not the shoe box). Items with labels on the shoe box will not be eligible for a refund..
6. Drop off your parcel at your chosen drop-off point. Your return is trackable.
Important:
- Always get a receipt with a track and trace number.
- Do not leave your parcel in a locker for courier collection — we cannot accept returns left in lockers.
My item became faulty after use. What should I do?
If your item became faulty after use*, please follow these steps:
1. Submit a request to our customer care team.
2. From the dropdown, select “how to return”.
3. In the description, provide a brief overview of the ossie.
4. Under attachments, upload 3 photos of the item:
- A photo from above of both shoes together/front of the clothing
- A photo of both soles together/back of the clothing
- A close-up photo clearly showing the damage
5. Submit your request
Our customer care team will review your case and get back to you.
*Items that have been altered, repaired, misused or washed (sneakers) will not be accepted.
Can I return an item I exchanged in-store if it became faulty?
Yes, you can return your item by visiting a Foot Locker store with your faulty item and your store receipt. It is not possible to return an exchange online.
I received the wrong item - What should I do?
If you've received an item you didn't order, please contact our customer care team so we can assist you further to help you arrange a return.
Exchanges
Can I exchange an item?
We don't offer exchanges for online orders. However, you can return your item for a refund and place a new order for the item you want.
Alternatively, you can visit your nearest Foot Locker store and ask if they're able to exchange the item for you directly.