What is the Foot Locker Locate service?
Know what you want but cannot find it in your favourite store? Note down the Product Code of the item you want, which is visible on every individual product page on our website.
Then, visit any of our stores and ask one of our friendly Stripers to use the Locate service to check the product’s availability across our entire network of Australian stores.
If it's available, the Striper will place an order for you. Simple!
Orders under $150 incur a flat $10 delivery fee.
Orders over $150 where a discount voucher or code has been applied will incur a flat $10 delivery fee.
Orders over $150 where no discount coupon has been applied will grant you free shipping.
Please allow a few days for processing. You'll receive a confirmation email with an Australia Post tracking
number so you can track your delivery.
My Locate order has been returned to sender. What now?
If your parcel is returned to sender, we unfortunately are unable to resend it back to you. Once we have received your parcel back at our warehouse, we will process a return for your order. You will receive an email to let you know that we have received your order and that you will need to head down to any Foot Locker store nationally for our friendly Stripers in-store to assist you with the refund.
Do bring along your receipt and the original card* used for the purchase for us to process your refund.
*The card's last four digits will need to match the digits on the receipt. For payments made using mobile payment (i.e. Apple Pay), you will need to show the Device Account Number found on the mobile payment info page for our Stripers to verify it is the original payment method used for the purchase.
I think my Locate order has been lost in transit. What now?
If you have not received your Locate order after 10 working days from the date of the "Your order has been sent" email, we will need to investigate the whereabouts of your order.
We may need to lodge an investigation with Australia Post regarding the delivery of the item. The investigation with Australia Post will take 5 working days to be completed so we seek your patience during this time.
Of course, if it’s confirmed that your order was lost in transit, we will refund you in full.
I received something other than what I ordered in my Locate order / I've received someone else's Locate order
In rare cases, an incorrect item or another order may be sent to you simply by human error. If this has happened to you, we sincerely apologies. Please contact our Customer Care team immediately and we'll resolve it as soon as we can.
An item is missing from my Locate parcel. How can you help?
If you realise that an item is missing after the delivery, please contact our Customer Care team immediately (in any case within 2 days following the delivery).
We may have missed the item from fulfilment in the first place but need to verify this, which may take some time, so we ask for your patience during this time. If this is the case will do our best to get the item out to you or refund you.
If the item was sent, our team will start an investigation with Australia Post which may take some time so we seek your patience during this time.
Since we might ask you for photos of the outer box/satchel, please do not throw it away. If it is confirmed that the item was lost in transit, we will of course refund you for the missing product(s).
My Locate delivery is late!
We always do our best to make sure your order is with you in the shortest time possible. Occasionally, delays can happen, which are often beyond our control.
Please allow 10 working days (from the date of the “Your order has been sent” email) before contacting us about the whereabouts of your order. In some cases, we may need to lodge an investigation with Australia Post to find out where your parcel is. The investigation with Australia Post will take 5 working days to be completed so we seek your patience during this time.
The tracking says my Locate order was delivered but I never received it!
Please check with your neighbours to see if one of them received the package for you. If you can’t find it, contact our Customer Care team for assistance. We will do everything we can to locate your order for you.
We may need further details off Australia Post regarding the delivery of the item which may take some time to obtain so we seek your patience during this time.
In some circumstances you may be asked to complete a goods not received declaration form and return this to us via email.
Of course, if it’s confirmed that your order was lost in transit, we will refund you in full.
What should I do if my Locate order arrives damaged?
We put great care throughout our packing process to make sure you receive your items in perfect condition. However, damage may occur while the parcel is in transit.
If you see that the outer satchel / box is damaged or has already been opened, please refuse the delivery. It will be automatically returned to our warehouse and you will be refunded (upon the warehouse confirming they have the parcel).
If you notice that the contents are damaged or faulty after you already accepted the delivery, you may head down to your nearest Foot Locker store for an exchange or refund. Our friendly Stripers in-store will be able to assist you from there.
Do bring along your receipt and the original card* used for the purchase for us to process your refund.
*The card's last four digits will need to match the digits on the receipt. For payments made using mobile payment (i.e. Apple Pay), you will need to show the Device Account Number found on the mobile payment info page for our Stripers to verify it is the original payment method used for the purchase.