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Delivery & Returns

Delivery & Returns


Orders

Extended Returns Policy

Due to the current circumstances we are extending our current returns policy to allow a refund on any unwanted purchases for 28 days from when our stores re-open.

If you’ve ordered through our website or apps you can return your order to us by using any of the below methods.

If you’ve made a purchase in one or our stores you will be able to return your item up to 28 days from when our stores re-open.

If you’ve made a purchase through our instore kiosk you will be able to return your item up to 28 days from when our stores re-open.

Can I return my order?

Not a problem, you can send any unwanted items back to us for FREE within 28 days for a full refund. Exchanges within 28 days via stores on purchase on credit/debit card only. Simply package your purchase with the order note, attach the sticker found on our free returns label and hand it in to your preferred courier. Please remember to ask for proof of postage. Alternatively, you can register your return on our portal HERE. No need for a printer!

If you're lucky enough to live near a Footpatrol store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you.
If you need to return an item purchased instore and you are unable to reach one of our stores (https://www.footpatrol.com/store-locator/london/589/) please message our team at info@footpatrol.co.uk. Please attach images of the items you want to return along with an image of the receipt showing the amount paid including the items purchased we can then advise you the next steps.
- If you've paid using a credit/debit card, a refund/exchange will be processed at the till point.
- If you've paid using PayPal, Apple Pay or Klarna, we'll send your order back to our distribution centre on your behalf for a full refund only. Unfortunately exchanges are not possible with this payment method.

How much will it cost to ship my item?

UK Standard Saver Delivery - £3.99

Click & collect available at 650+ UK locations - £1

International delivery (DPD and Royal Mail) is available to most countries. For international shipping, standard rates start from £7.99 and for express delivery (via DHL), rates start from £10.99. Please select your country in the basket for exact prices and shipping options 

Please note - we do not ship to PO Box addresses.

Which courier do you use?

For UK deliveries, we use a combination of Royal Mail, Hermes and DPD. A signature may be required.

For International deliveries we use DPD and Royal Mail for standard and DHL for express. A signature will be required on most deliveries.

What happens if I miss my delivery?

Our carrier delivers between 9am and 10pm, which may vary depending on the service selected and a signature is required.

There are a number of options available if you think you won't be in to sign for your order. We'll pass your e-mail address and mobile number (if provided) to Hermes or DPD and they'll provide you with information about your delivery by e-mail or text message the evening before.

Please note deliveries outside of the UK can take anything up to 10 days. Follow your order using the tracking link in your despatch email to check if any delivery attempt has been made.

Can I track my delivery?

Most orders are sent on a tracked service, so we’ll send you a tracking link by email along with other information about your order if available.

Do I pay customs or import charges?

Footpatrol will pay all customs/duty orders delivered to the USA & Australia.

Our products are sold on a DDU (Delivery Duty Unpaid) basis excluding orders to the USA and Australia. Additional taxes, fees or levies may apply according to local legislation.

Recipients of deliveries made outside of the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. Footpatrol cannot offer any assistance in these processes.

To help make sure that customs duties are not payable for deliveries outside the EU, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value below that threshold.

Can I change or add items to my order?

Unfortunately not. Once an order has been placed we cannot amend anything. If you realise an error has been made immediately after ordering, we would suggest tweeting us (@FootpatrolHelp) or asking via LiveChat if the order can be cancelled and refunded. You can then place the order again.

Can I change my address after ordering?

If you notice you have made a mistake in entering your house number or street name, please contact our customer care team via Twitter (@FootpatrolHelp)  or Live Chat as soon as you can after the order has been made as we will always try and accomodate address updates. Sometimes this is not possible if too much time has elapsed between the order and the notification. Please note we cannot change PayPal addresses so please check these before ordering.

Is the site secure?

footpatrol.co.uk are committed to safeguarding your security and privacy. Your personal details and credit card details are treated as highly confidential and we endeavour at all times to respect your privacy.

When you input your credit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit can not be read in the unlikely event it is intercepted.

Any information that we request from you to process your order, register to the site or enter for the competition will not be passed on to parties outside footpatrol.co.uk.

Returns

How do I return an item?

In light of recent world events, we have extended our returns policy to give you extra help. You can send any unwanted items back to us for FREE within 28 days for a refund, or an exchange. Please use the free returns slip which came in your parcel or alternatively you can download a new one HERE. If you're lucky enough to live near the Footpatrol London store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you. International customers should send items to the returns address below within 28 days for a refund using their carrier of choice. Once the item has been received we will process a refund and you will receive a confirmation. Please take care of the goods and, if possible, return with their original packaging.

Footpatrol Internet Returns
Door 2
Kingsway Business Park
Rochdale
OL16 4FW

Please send the despatch note and/or a copy of your receipt back with your order and please be aware that you cannot return your website order to our Berwick Street store for a refund.

InPost Lockers - the contact-free returns option

With the impact of Covid-19, your safety is our priority. InPost Lockers are contact-free, self-service and are available 24/7 which means that you can return your parcel at quiet times, when it suits you.
  • Shop with us as normal
  • If wanting to return, choose the InPost Locker Drop-off option in our portal
  • Return to your nearest locker at a time that's safe and convenient for you
  • No interaction needed with people

How long can I keep my order before returning it?

We ask you to return your items to us within 28 days of receiving them, but if for any reason you need longer, just let us know.

How should I send it?

If a UK customer simply package your order with the delivery note, attach the free returns label and hand it in to your preferred courier. Please remember to ask for proof of postage. Alternatively you can register your return on our portal HERE. We recommend international customers post any returns to us using a carrier who can give you a 'Certificate of Postage' as, until the parcel reaches us, it's your responsibility.

How long will it take to process my return?

Returns can take up to 10 working days to process from us receiving the goods back.

Can I exchange my item?

Yes, please follow the instructions on your returns slip found in your package.

How long until the money is back in my account?

Please allow up to five working days for refunds to show on your account. Sorry if this seems a little long, but the time-frame is dictated by your bank or card issuer and we have no control over it.

We'll refund by the same method of payment (i.e. PayPal)

My Account

Do I need to create an account to shop?

No, but it's worth your while if you do. By registering your details you don't have to enter the same info every time you shop with us and can log in to the app using your fingerprint scanner. You can also choose to receive our e-mail newsletter which will keep you in the loop on the latest releases, exclusive collaborations, sale and much more.

If you forget your password, don't worry and simply click 'forgot my password'. We'll then send you an e-mail that'll tell you how to sort out a new one.

Customer Care Opening Times:
You can get in contact with our customer care team 24 hours a day, 7 days a week.

info@footpatrol.co.uk

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