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Problems With My Order

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, 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 2–4 working days. If it has been fewer than 4 working days since your order was dispatched, it may still be in transit.

 

Check our Order Status tool for the latest update on your parcel.

 

If it has been more than 4 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.

Check the latest tracking updates using the tracking link in your shipping confirmation email. 

 

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

We're sorry to hear that. 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 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 may 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
If the outer box arrived damaged, please check the item(s) inside to make sure they are in good condition.
 
If any item is damaged or missing, please carefully read the questions below. If you have further questions, please contact our Customer Care team.
My box arrived empty
We're sorry to hear that your parcel arrived empty.
 
Please contact our Customer Care team and provide your order number and email address used to place the order so we can investigate.

 

Product issues

My item arrived damaged or dirty
If your item arrived damaged or dirty, you can return it free of charge through our returns method. These items must be returned by post and cannot be returned in store.
 

To return your item by post:

  1. Click Return Orders Here.
  2. Select "Product was damaged, dirty, worn" as the reason.
  3. Download and print your return label. Attach it securely to the outer shipping box (not the shoe box).
  4. Drop off your parcel at a DHL drop-off point. Do not leave your return package in a parcel locker.
  5. 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).
My item became faulty after use
The steps to report a faulty item depend on how long ago you purchased or received it.
 
If your item became faulty within 28 days of purchase or delivery, you can return it by post using our returns method:
  1. Click Return Orders Here.
  2. Select the item you want to return.
  3. Choose "Manufacturer Defective" as the return reason.
  4. Upload clear photos showing the issue:
    • Top view of both shoes / front of the clothing
    • Sole / back view
    • Close-up of the fault
  5. Complete your return and create a return code or print your label.
  6. Drop off your parcel at a DHL drop-off point. Do not leave your return package in a parcel locker.
  7. Keep your receipt with the tracking number until your refund has been processed.
 
 
If your item became faulty more than 28 days after purchase or delivery:
 
Please contact our Customer Care team. Our team will review your case and may ask you to provide photos of the item. If your claim is approved, we will arrange your return and provide further instructions.
 
Please note: Items that have been altered, repaired, misused, or washed (sneakers) will not be accepted.
 
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
Your order may arrive in multiple packages. Before contacting us, please check all tracking links in your shipping emails to see if your items are being delivered separately.
 
If all deliveries are marked as complete and an item is still missing, please contact us and we will investigate.
A part or accessory is missing from my item
If your item arrived without a part or accessory, such as a shoelace, insole, charm, or other included component, please contact our Customer Care team with your order number and email address so we can investigate.
I received the wrong item
If you received an incorrect item, you can return it through our returns method. You won't be charged a return fee for items sent in error.
 
To return your item by post:
  1. Click Return Orders Here.
  2. Choose "Wrong item received" as your return reason.
  3. Download and print your return label. Attach it securely to the outer shipping box (not the shoe box).
  4. Drop off your parcel at a DHL drop-off point. Do not leave your return package in a parcel locker.
  5. Keep your receipt with the tracking number until your refund has been processed.
Important: 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.

 

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