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    Frequently Asked Questions

    We will send you an email and text message update once your order has been despatched.

    Please log into your account

    Alternatively, you can check the tracking link we sent in your despatch email to view the latest tracking information or here, however, please note Click and Collect orders  cannot be tracked on through this service

    Still need help? Call us on 020 7287 8094! Be sure to have your order number ready so we can help you as quickly as possible

    Free in store returns:

    All orders can be returned in 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've ordered through an instore kiosk and would like to return an item, you will need to do this instore as we are unable to process refunds for kiosk orders via our Distribution Centre.


    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, Android Pay, Apple Pay, Clearpay or Klarna, we'll send your order back to our distribution centre on your behalf. Please allow up to 10 days for your refund to be processed. We will send you an email to let you know once its complete.


    Free postal returns:


    We offer free returns via post! Please use the free returns slip which came in your parcel.  For more details on how to return and to download a new free return label please visit our returns portal by clicking here.

    Our products are sold on a DDU (Delivery Duty unpaid) basis. Additional taxes, fees or levies may apply according to local legislation. Recipients of deliveries made outside the UK may have to pay import duty or formal customs entry if the order value is over €150. 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 UK, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value.

    Sorry your order was cancelled.
    If the item (s) you've ordered is out of stock at the time of packing your order, we need to cancel it. Please allow up to 5 working days for your refund,depending on your payment method
    Our customer service team wont know if a product is coming back in or not so why not take a look at our 'New In' section to see if something catches your eye.

    We understand you might need a little more time over the festive period to return items to us.From Monday 1st November you can return your items to us for a refund or exchange up until Sunday 23rd January 2022 as long as they are accompanied by a valid proof of purchase.We are not able to process refunds or exchanges in store between the dates of 26th and 28th December

    Unfortunately, once the order has been placed we can't change it before despatch. Sorry.

    Please go to our delivery page where you can see all of our delivery options and the countries we can deliver to.

    If your order is being delivered within the EU there will be no import charges up to order value of 150€. Potential import charges over order value of 150€. For orders being delivered outside of the EU, import charges may apply regardless of the order value. 

    Please check the customs threshold of the country you are sending your items to before you order, and to avoid charges, keep your basket below the threshold.

    Call us on 020 7287 8094! Be sure to have your order number ready so we can help you as quickly as possible. 

    You can also visit our dedicated contact us page here

    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.

    Click here to visit our customer contact page

    Once the order is placed you cannot cancel it. There will be a free returns sticker enclosed within your package so please post it back to us using this.

    Once your order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before processing your order.


     If you change your mind you can return it to us free of charge using your free return label or by taking it to our store.  For further information, visit our returns section to view all of your returns options.

    Please return your items to the returns address below within 14 days for a refund using a carrier of your 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.  Please send the despatch note and/or a copy of your receipt back with your order.


    Footpatrol Internet Returns

    Door 2

    Kingsway Business Park


    OL16 4FW


    We are currently unable to offer exchanges on international orders.


    Afraid not. All major releases are strictly one pair per customer!

    If you have any questions regarding Klarna, please see our full FAQ here
    If you have any questions regarding Clearpay, please see our full FAQ here

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