To track your package, please use the DHL website.
What payment options can I use?
We accept the following payment methods:
- Debit card
- Credit card: Visa, MasterCard and American Express
- PayPal
- Clearpay
- Apple Pay
To make sure your card is valid, a security check will be made. All credit/debit cards are subject to validation and authorization.
When making a payment, you may be presented with 3D Secure, which is a security verification that may require you to enter a password or a code.
Foot Locker reserves the right to cancel any order that does not meet security regulations.
There was an issue with my payment.
If you paid by credit card, an authorisation will be placed on your card. An authorisation is a common banking practice that places a hold of the amount of the order and this amount will be captured once your order is shipped: which is why you may see 2 transactions.
If you didn't pay by credit card but see two charges, please reach out to our customer care team.
My payment was declined. What should I do?
Sorry you couldn’t complete your order! The most common reason why it happens is a mismatch in the payment details entered or an error on the page.
1. Make sure that the payment was not taken by verifying your bank account:
- If no payment was taken, try placing the order again. If the error persists, take a screenshot and send it to our customer care team.
- If a payment was taken, send our customer care team a proof of payment with the last 4 digits of the card used so our team can assist you.
2. If you try placing a new order, make sure your payment details are all correctly entered, and the payment method is accepted.
We accept the following payment methods:
- Debit card
- Credit card: Visa, MasterCard and American Express
- PayPal
- Clearpay
- Apple Pay
3. If you prefer not to place a new order, take a screenshot of the error and send your request to our customer care team.
Why was I charged twice for my order?
We only take payment for an item after it has been shipped. However, as soon as you have placed an order, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have shipped your item(s) for delivery.
In the event of us not being able to fulfil your order we immediately cancel the authorisation. If the authorisation still remains after several days, please contact our customer care team.
When will I be charged for my order?
When placing your order using a credit/debit card, we authorise the entire amount. This is a temporary hold on your funds and the card will be charged once the order is shipped.
If your order includes multiple deliveries, you'll see a charge for each item as it is shipped.
If you have paid with PayPal, the entire amount will be charged immediately as soon as you place the order.
Can I cancel my order?
We are very quick at getting your order ready which means we can't guarantee a cancellation. Contact us as soon as you can (within 30 minutes after placing the order) and our customer care team can see if it is still possible.
Why was my order cancelled?
We will always send you an email letting you know why a part of your order or your full order was cancelled.
The most common reasons are: the items were out of stock at the time of shipping or the payment could not be processed.
If we have had to cancel your order, your refund is already on its way and you can expect it back in your bank account within 3 to 10 working days. The time may depend on your bank processes.
Can I pre-order or reserve an item?
It is not possible to pre-order or reserve an item.
I haven’t received a confirmation email.
After you have placed your order, you will receive a confirmation email. Sometimes these emails end up in your spam or junk box, so make sure you add us to your spam exceptions or your email address book.
Allow 1 hour after placing the order for the confirmation email to arrive. If you cannot find your confirmation email after 1 hour, contact our customer care team.
Can I modify or make changes to my order?
Once your order has been placed, it is processed very quickly, so that we can get it to you as fast as possible. This means we can't make any changes once you have placed it.
Can I change my delivery details?
Changing the delivery address with us is not possible after the order is placed.
There are delivery options you may be able to arrange with some of our couriers. This can include delivery to a neighbour, delivery to a safe place or a collection point.
Arranging this by yourself is easy. Using the link sent in the "your order has been shipped" email or from the courier's website and selecting delivery amendment.
Where is my order?
You can track your order using the order tracker here.
Please check the tracking link we sent in your shipping email to view up-to-date tracking information. Please wait 48 hours after receiving the shipping email to check.
Where can I find my invoice?
Your order overview is visible in your shipping confirmation email. If you need an invoice as a separate document, please reach out to customer care.
Where can I find my order number?
Your 20-digit order number, beginning with 319 can be found in the confirmation email and in all emails related to your order. You can also check your order number in My account.
I'm missing an item from my order.
We may have sent your items in separate parcels so please check your emails to see if any of your items will be shipped separately. You can check if your order has been split into several parcels by checking your Order Status.
If you have an item missing from your order, please contact customer care as soon as possible, providing pictures of the box received, as this will greatly help in assisting you.
How does payment work for online raffles?
Credit/debit card details are required when entering a raffle as a security measure. You will not be charged when entering the raffle. Only winners will be charged.
Winners are automatically charged, so make sure the card used to enter the raffle has sufficient funds. In the event of a failed payment, the raffle proceeds to randomly select the next eligible participant.
What is payment authentication?
Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
Using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
If you require more information about the payment authentication process, please contact your card issuer directly.
If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.