We understand you might need a little more time over the festive period to return items to us. From 4th November you can return your items to us for a refund or exchange (exchanges apply to store only) up until the 6th January as long as they are accompanied by a valid proof of purchase. In the interest of customer care, we are not able to process refunds or exchanges between the dates of 26th and 28th of December. Our customer returns policy will resume as normal on 29th December. This does not affect your statutory rights.
How long will it take to deliver?
Click and collect and UK Standard Saver Delivery to the UK is usually within 5 days of your order being placed.
Delivery to International destinations is estimated to take up to 10 days from your parcel being sent. You can check if we deliver to your destination in the shipping country select menu on the 'Review Basket' page.
How much will it cost to ship my item?
UK Standard Saver Delivery - £3.99
Hermes Next Day Delivery (Order before 6pm) - £4.99
DPD Premium Next Day Delivery (Order before 6pm) - £5.99
Next Day Evening Delivery (Order before 6pm) - £5.99
International delivery (DPD and Royal Mail) is available to most countries. For international shipping, standard rates start from £4.99 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.
How do I return an item?
If you are a UK customer you can send any items back to us within 14 days for a refund for FREE, using the free returns slip, which you can download HERE. International customers should send items to the returns address below within 14 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
Kingsway Business Park
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.
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How long can I keep my order before returning it?
We ask you to return your items to us within 14 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 and using the free returns sticker, please send via the Post Office and ask for a proof of postage. 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?
Unfortunately, we cannot exchange products. If you wish to exchange a product, you will need to return your purchase for a refund and place a new order, or alternatively take your item into store.
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)
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.