Damaged, Faulty & Wrong Items

We're sorry your item arrived damaged. Please return it as soon as possible by following these steps:

1. Contact our Customer Care team to let us know
2. Go to our Returns Portal and log in with 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
5. Upload clear photos showing the damage
6. Print 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
7. Drop off your parcel at your chosen DHL drop-off point
8. Keep your receipt with the tracking number

Important: Do not leave your parcel in a locker — we cannot accept returns left in lockers.

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 issue
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

Please note: Items that have been altered, repaired, misused, or washed (sneakers) will not be accepted.

Please return to any Foot Locker store with the faulty item and your receipt or proof of purchase. Our in-store team will assess the item and help you find the best solution.

Please note:

• Store purchases cannot be returned or exchanged online
• Items must be returned in person to a Foot Locker store
• If you no longer have your receipt, our store team can advise on available options

Please visit any Foot Locker store with the faulty item and your store receipt. It is not possible to return an exchange online.

We're really sorry about that. Please contact our Customer Care team so we can assist you and arrange a return.

To return the item via our Returns Portal:

1. Select "Product did not match my order" as the return reason
2. Upload two clear photos of the item and the packaging
3. Make sure the item is unused, in original condition, with all tags and packaging intact (shoes must include the original shoe box)

No return fee will be charged for incorrect items.

For step-by-step return instructions, return fees, and return conditions please see our How to Return an Item article.

For refund timelines and refund questions please see our Refunds article.