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    Frequently Asked Questions

    If you are disputing the delivery of an order and have been asked to complete a Missing Parcel Declaration form, here’s some guidance on completing the form.


    In the email you receive from Customer Care, there will be a link to take you to a PDF viewer. You can download the form by clicking on the download icon in the top-right corner.


    If you have access to a printer, please print the document and ensure that all fields are completed accurately. Any incomplete fields will delay the investigation. Once complete, the quickest way to return the document is to take a picture of the completed document, attach it to an email and send it to our Customer Care Team.


    If you don’t have access to a printer, there are various free apps and programs available to help you add text to the PDF document, simply search for “PDF Editor” and there are many options for your device. Some devices with touchscreens even allow you to add handwritten notes. Again, please ensure all fields are completed before you save the edited document. Next, please attach it to an email and send it back to our Customer Care Team.


    If you don’t have access to view the document electronically, please call us and we’ll arrange to post a Missing Parcel Declaration form to you.


    Although you may have placed one order, we sometimes split the items across multiple deliveries so we can get them out to you as and when they’re ready. We would require a completed declaration for each delivery you’re disputing, not each order. It’s important that you understand which items were included with each delivery you are disputing. Your declaration is key to starting and completing our investigation.

    If you have any concerns about how we handle your data, please take a look at our Privacy Policy page

    Here you'll find details of how your data is processed and who to contact should you still have any 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 through this service. For Click and Collect orders, the store will notify you when your order is ready to be collected. 

    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.


    Postal returns:


    Our returns are no longer free. Please see our new returns policy 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.

    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.

    Unfortunately, once the order has been placed we can't change it. We're pretty quick at picking and packing your order, therefore we need to be quick to  cancel your order once your purchase has been confirmed. If you contact us on 020 7287 8094 as soon as possible, we may be able to help


    If you change your mind you can return it to us free of charge by taking it to one of our stores or by posting it back to us. Just visit our dedicated returns page here 

    Click here to visit our customer contact page

    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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