Returns and Refunds

From Friday 1st November 2024 to Wednesday 22nd January 2025 our refund and exchange policy will be relaxed so that refunds and exchanges will be given at anytime* during this period as long as the goods are accompanied with a valid receipt. All other terms and conditions apply.

*Please note that in the interest of customer service, we are unable to process refunds and exchanges between Thursday 26th December and Saturday 28th December 2024. THE REFUNDS & EXCHANGE POLICY WILL RESUME AS NORMAL ON SUNDAY 29TH DECEMBER 2024.

Returns can be made by visiting our returns portal here. No printer required!

For a refund on purchases made in the UK via the HIP website or app, you can send any unwanted items back to us for FREE via EVRi or from £2 via Royal Mail. Please allow up to 14 days for your return to be processed once we receive it back in our warehouse. Once refunded it will show in your account within 3-5 days.

Please read our Terms & Conditions for more details. If you have a faulty/damaged item, please contact customer service to see how we can help you.

Exchanges in-store are accepted for items paid for by cash and credit/debit card only. Remember to take your proof of purchase with you too.

We ask that you return your items to us within 28 days of receiving them

Please return your items to the returns address below within 28 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

Rochdale

OL16 4FW

We are currently unable to offer exchanges on international orders.

You can return your unwanted items back to our Footpatrol stores within 28 days of purchase. They must be complete with the packaging, tags and any special items that may have accompanied them. Remember to take your proof of purchase with you too.

This depends on the reason for your refund.
Let's start with returns. If you used our Returns Portal, we expect the carrier to have returned your order to us within 10 days of you passing your return to them. If you used an independent carrier to return your order, you should check with them for their delivery timescales. You can usually track the parcel's journey via the carrier's website.
Once the parcel has arrived with our returns team, we aim to process it within 14 days. This marks the item(s) as returned and triggers a refund.
Once the refund process has started, we expect the refund to be back with you within 5 working days. This timeframe can vary according to your payment provider.

If the refund was due to a cancellation, we'll cancel them from the order which will trigger a refund back to your method of payment. We will do this as soon as possible and by no later than 30 (thirty) days from the date of your order. Once the cancellation has been confirmed and the refund process started, we expect the refund to be with you within 5 working days. This timescale can vary according to your payment method.

We are sorry you haven't received a despatch note with your delivery.

We are not able to provide you with a copy of the despatch note at present, however, if it's a proof of purchase or receipt you're looking for, your order confirmation email is just as good.

If you wanted the despatch note to return your order you should only need your order number to create a return through our returns portal here. If you choose to send items back yourself, please remember to pop a note in with your parcel that has your order number, name, what you're returning and some contact details, just so we know who the parcel relates to!

Please contact our Customer Care team here who will be happy to assist in getting this issue resolved.

Please see our new returns policy here.


If you are a customer from outside the UK then please use a carrier that will give you a "Certificate of Postage" as the package is your responsibility until we receive it. Send your return to the below address:

Footpatrol Internet Returns
Door 2 
Michael Faraday Avenue
Milnrow Rochdale
OL16 4FW 

If you think the item your received is faulty/damaged please get in touch with Customer Service and we will see how we can help you. We will then send the item to our inspection team who will assess whether a manufacturing fault is present, then depending on the results offer a refund.

Yes, if a discount code was applied to your order we will adjust the refund to reflect this.