Issue with Your Locate Order (Incorrect, Missing, or Mixed-Up Items)
In rare cases, you may receive an incorrect item, someone else’s order, or find that an item is missing from your Locate Order due to human error. We sincerely apologise if this has happened.
Please contact our Customer Care team immediately so we can assist you as quickly as possible.
Once we’ve reviewed your case, we may need to verify whether the item was missed during fulfilment or lost in transit. This process can take some time, and we appreciate your patience while we investigate.
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What should I do if my Locate order arrives damaged?
We put great care throughout our packing process to ensure you receive your items in perfect condition. However, damage may occur during 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 your refund will be processed once the parcel is received and confirmed by the warehouse.
If you notice that the contents are damaged or faulty after accepting delivery, you may visit your nearest Foot Locker store to 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 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 information page for our Stripers to verify it is the original payment method used for the purchase.