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Frequently Asked Questions
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.
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 before despatch. Sorry.
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.
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 an exchange or to return an item, you will need to do this instore as we are unable to process exchanges or returns 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 clcking here.
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
Kingsway Business Park
We are currently unable to offer exchanges on international orders.
Please go to our delivery page where you can see all of our delivery options and the countries we can deliver to.
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.