Help with delayed, missing, damaged, faulty, or incorrect items.
Delivery issues
My tracking information hasn't updated. What should I do?
Please allow up to 48 hours after receiving your shipping confirmation email for your tracking information to become available or update. If your tracking still hasn’t updated after this time, please check again later, as courier tracking can sometimes be delayed.
If there are no updates for several days, please contact our Customer Care team.
My order hasn't arrived yet. Where is it?
Standard delivery takes 2–6 working days. If it has been fewer than 6 working days since your order was dispatched, it may still be in transit. You can always check our Order Status tool for the latest update on your parcel.
If it has been more than 6 working days with no update, please contact our Customer Care team with your order number and the email address used to place the order. We'll work with our delivery partner to locate your parcel.
Why is my delivery delayed?
Delivery delays can occasionally occur due to factors such as:
- High order volumes during sales, promotions, or peak shopping periods.
- Severe weather conditions or other unexpected disruptions.
- Public holidays and weekends.
- Delays within the courier's network.
If there have been no updates for several days or your parcel appears significantly delayed, please contact our Customer Care team.
What happens if I miss my delivery?
If you're not available at the time of delivery, the courier may:
- Deliver to a local collection point. Check the address in your tracking information.
- Leave it with a neighbour.
- Attempt redelivery. Check your tracking link for next steps.
My tracking says delivered, but I didn't receive my order
If your order was marked as delivered but you haven’t received it, please try the following steps first:
- Check whether the courier left a delivery card.
- Ask a neighbour in case your parcel was left with them.
- Check the tracking information to see whether it was delivered to a local collection point.
- If your order was only recently marked as delivered, please allow a little more time, as the tracking status can sometimes update before the parcel reaches you.
If your parcel is still missing after checking the above, please contact our Customer Care team.
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 for details.
Please note: Returned orders cannot be resent. You will receive a full refund once the order has been received and processed at our warehouse.
Parcel issues
My box arrived damaged
My box arrived empty
Product issues
My item arrived damaged or dirty
To return your item by post:
- Click Return Orders Here
- Select "Product was damaged, dirty, worn" as the reason
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Choose one of the following options:
- Print your return label and attach it securely to the outer shipping box (not the shoe box).
- Or create a return code (QR code). You don’t need a printer. Simply show the code at a DHL parcel shop. The label will be printed there and attached to your parcel
- Drop off your parcel at a DHL drop-off point. Do not leave your return package in a parcel locker
- Keep your receipt with the tracking number until your refund has been processed
Important:
- You will be asked to upload a clear photo of the item you received.
- Please do not use, alter, repair, or wash the item. Return it with all tags and original packaging (shoes should include the original shoe box).
- Do not use DHL Express.
My item became faulty after use
- Click Return Orders Here
- Select the item you want to return
- Choose "Manufacturer Defective" as the return reason
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Upload clear photos showing the issue:
- Top view of both shoes / front of the clothing
- Sole / back view
- Close-up of the fault
- Complete your return and create a return code or print your label
- Drop off your parcel at a DHL drop-off point. Do not leave your return package in a parcel locker and do not use DHL Express.
- Keep your receipt with the tracking number until your refund has been processed
I bought my item in a Foot Locker store and it became faulty
If you bought an item in a Foot Locker store and it became faulty, please take the item and your receipt or proof of purchase to a Foot Locker store. Our store team will assess the item and advise you on the available options.
Please note:
- Store purchases cannot be returned or exchanged online.
- If you no longer have your receipt, our store team can advise on your options.
I exchanged an item in-store and it became faulty
If an item you exchanged in-store becomes faulty, please take the item and your receipt or proof of purchase to a Foot Locker store. Our store team will assess the item and advise you on the available options.
It is not possible to return an exchange online.
Missing or incorrect items
I only received part of my order
A part or accessory is missing from my item
I received the wrong item
- Click Return Orders Here.
- Choose "Wrong item received" as your return reason.
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Choose one of the following options:
- Print your return label and attach it securely to the outer shipping box (not the shoe box).
- Or create a return code (QR code). You don’t need a printer. Simply show the code at a DHL parcel shop. The label will be printed there and attached to your parcel.
- Drop off your parcel at a DHL drop-off point. Do not leave your return package in a parcel locker.
- Keep your receipt with the tracking number until your refund has been processed.
- We can't send a replacement for an incorrect item. Once your return has been processed, you'll receive a refund and can place a new order for the correct item.
- Do not use DHL Express.