To help manage traffic, Footpatrol uses a queuing system as to not overload the site. We understand this can be frustrating, especially when trying to buy a high-profile release. We appreciate your patience and the fact that you are choosing to shop with us.
This most likely means that the item is sold out. If it’s a popular release the product usually sells out quicker than it can be removed from the website. Alternatively, it could be an issue with the payment process, in which case, give our customer service team a ring and they will assist.
If you’ve bought something from a popular release then it may take long for a confirmation email to reach you, as our server is having to process multiple orders. If you are unsure, please give our customer service team a call and they will be able to assist you further. If there is an issue payment will always be returned promptly.
Sometimes launch product comes back into stock due to failed payments, returns, cancellations and abandoned baskets. We also transfer last remaining items from stores back online after a certain period. Occasionally more stock can also be made available from the brands.
Our Instagram, Facebook and Twitter pages are publicly accessible and will contain launch details as they become available, including launch dates and times, size availability and where you can order the product from.
This usually means we are out of stock in that size. We do re-stock some of our lines however so it may be worth dropping an email to our Customer Service team, quoting the product code and we’ll let you know if the item will be available again.
It’s worth noting that products which have been reduced in Sale are very unlikely to be restocked.
Alternatively, you could send an email to Stock Inquiries and they’ll let you know if the Footpatrol store has stock available.
Possibly, or it may mean we’re temporarily out of stock. Send our Customer Service team an email with as much information about the product as possible and we’ll let you know if we stock the item and if it will be available again.
We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.
If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.
We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It’s worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.
We understand you want your new Footpatrol gear as soon as possible so we’ll email you as soon as it’s been despatched to let you know. We'll also send you a link which you can use to access our couriers website to track the delivery.
When we ship your order we will send you an email explaining that your order has been despatched, and a link so that you can track your order.
Please remember that what you see on the carriers tracking system will be behind where the consignment really is due to the delay in the information being received by our couriers when they collect from us. As a guideline for UK orders please allow up to 12 hours for your information to be received. For orders to Ireland please allow up to 24 hours.
Tracking may not be available on some International orders. Please allow the full delivery time before contacting.
We're only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know.
Sometimes we don’t send everything you ordered at the same time. Please check your despatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all the items in your order we’ll email you to let you know and only take payment for what we have despatched.
If the delivery note says an item should be in your parcel but isn’t, please contact Customer Service and we’ll look into it.
You can enter any promotional codes you have in the basket. Enter the relevant number and click redeem. The total should then update. If the code doesn’t work please check that it is in date and you have the added the correct products to your basket to qualify for the discount.
If you have found a code on a ’money saving’ website, don’t be surprised if it doesn’t work, as most of these will have expired or will only be usable by certain people.
Our products are sold on a DDU (Delivery Duty Unpaid) basis excluding orders to USA. Additional taxes, fees or levies may apply according to local legislation. New! Orders delivered to the USA will be customs cleared.
Recipients of deliveries made outside 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.
Yes. When you input your name, address or credit/debit 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.
If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.
- 30 days to pay, no fees or interest if you pay within 30 days
- No account sign-up required
- No credit application
- Receive your goods first, pay later
- Klarna will email payment instructions to you
- Easy, Just select Pay After Delivery at checkout
Who are Klarna?
Klarna are a Swedish payment service provider, who take end-to-end responsibility for your payment. They support 60 million consumers worldwide in over 75,000 e-stores and are very safe to use. Klarna is one of Europe´s fastest growing companies and a leading alternative payment provider. Klarna’s vision is to simplify the buying experience with a simple checkout solution. Customers only need to provide top-of-mind information to complete a purchase.
At the core of Klarna’s services is the concept of payment after delivery, which lets you buy before you pay. This simplicity means a better shopping experience for you. It’s really smooth for you to do your shopping on mobile and you don’t have to think about taking out your card on the train or the bus.
A new way to pay
We’re currently trialling the way we take payments at footpatrol.com. You may see Klarna as part of your checkout experience as we’re partnering with them to bring you a better online shopping experience, giving you the chance to order quickly without providing payment first. You may also be offered to Pay After Delivery, receiving 30 days to complete the payment at your convenience and at no extra cost, to help improve the ease with which you can place orders with Footpatrol
How does it work?
Klarna has made it simpler to buy with a fast checkout. This way you can buy on your mobile wherever and pay when it’s more convenient.
What are my payment options?
You may be offered Pay After Delivery, but you’ll still be able to pay with credit card, debit card, Apple Pay, Android Pay or PayPal, as per the payment options offered via our current checkout. If you are offered the ‘Pay After Delivery’ payment method, you can then pay via credit card or debit card, immediately after the order, or within 30 days of placing the order.
How does Pay After Delivery work?
Once your order is confirmed you will receive an email with payment instructions within 2 days from Klarna. You will then have 30 days to complete the payment online at your convenience with no extra cost. You can then pay via credit or debit card.
Am I eligible?
To use Klarna you must be 18 and have a reasonable credit history
How can I increase my chances of being accepted?
To give Klarna the best chance of identifying you:
- Ensure your billing address is accurate and up to date, this should be where your utility bills, financial accounts, and vote is registered.
- Use your full name
- Get items shipped to your billing address
- Customers who are bankrupt and/or IVA are unlikely to be accepted
I have been redirected to Klarna’s site, is that correct?
Yes, If you have chosen to Pay After Delivery, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna's payment site where you can settle your payment to Klarna with your card or with a bank transfer.
If Klarna gives me the option to Pay After Delivery within 30 days, will they do a credit check on me?
Neither Klarna nor Footpatrol will run credit searches against you that could impact your credit rating. Klarna may run so-called unrecorded enquiries that do not affect credit scoring.
What if I don’t pay on time?
If you do not pay within 30 days of receiving your Klarna invoice you may be subject to charges; if you do not pay the balance within 30 days of receiving your invoice Klarna will send you a reminder, 30 days after your first reminder, if you do not pay the balance, Klarna will send you another reminder, followed by a third reminder 30 days after this if you have not paid the balance. If after 30 days from your third reminder you have still not paid the balance your details will be passed to a debt collection agency which may affect your credit rating. In addition, each reminder may carry an additional charge of up to £8.
How is my statement sent?
If you chose to pay after delivery, Klarna will send you an email with instructions on how to make the payment and a link to the payment page. Simply enter your statement number into the payment page and follow the instructions. If you do not have your statement number to hand, you can contact Klarna’s Customer Service team here.
How does Klarna’s pay after delivery work?
After footpatrol.com has acknowledged your order, you will receive an email with payment instructions, telling you when and how you will need to pay.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your mobile phone number and your e-mail address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important, that you give us the correct details, as otherwise, you will not receive the payment information and so be liable for late payment fees.
What are my payment options with Klarna?
You can pay with debit or credit card (Visa/Mastercard/American Express) immediately in the checkout or take advantage of our Pay After Delivery payment option, where you can pay for the goods once you have received them via credit card or debit card.
How does the payment page work?
If you have received your goods and want to pay your statement, go to Klarna’s payment page, and sign in with the statement number (provided in the email) and the email address you entered upon ordering. If you do not have your statement number to hand, you can contact Klarna’s Customer Service team here.
What happens if I haven’t received an email with my statement/payment information?
Please contact Klarna’s Customer Service team here. They will be able to provide you with the payment details.
Can I postpone my payment due date?
You can contact Klarna’s Customer Service team here to see if it is possible to postpone the due date for your payment. They will be able to provide you with the payment details.
Can I have a different delivery address to my billing address?
Yes, when selecting Klarna as a payment method, you can choose to deliver the goods to an address other than your billing address. At the checkout, you will be given the option to enter a separate delivery address.
Have you received my payment?
After we have received your payment, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, please get in contact with Klarna’s Customer Service team here with a proof of payment.
What should I do if I want to cancel my order?
If you would like to return goods or cancel your order, please contact our footpatrol.com customer service team at email@example.com
here - so that they can postpone the due date for your payment.
How will I be refunded?
If you have paid for your order with a card, the refund will be made back to the same card.
For any questions regarding your payment please visit Klarna here or please call Klarna’s Customer Service.
Yes, but it's worth your while. By registering your details you won't have to enter the same information every time you order. You can also choose to receive regular email updates on the the early notification of limited edition releases, exclusive styles, rare colourways and an early heads up on when our sale starts.
Yes. We need your information to ensure that if you’re lucky enough to win, we can contact you to let you know. By signing up you’ll also get early notification of limited edition releases, exclusive styles, rare colourways and an early heads up on when our sale starts.
Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.
Did you think of your password a bit too quick? No problem. Click on password reminder and we’ll send you a new password to your account email address. Don’t worry if it’s complicated. Once you’ve logged in you can go to my account and set it to something more memorable.