Orders

To make sure you receive your items as soon as possible, we have designed a system where the order is quickly passed on to our warehouse. Given this speed, we are unable to change the contents of an order once it has been placed. Sorry! You can, of course, place a separate order for additional items, or return any item you are not happy with.

If you realise you need to cancel an order immediately after you placed it, cancelling it may still be possible. In this case, contact our Customer Care team for assistance!

Sometimes email providers filter our automatic emails into the spam or junk folders of your email account. Have a look in these folders to see if you can find our email.

Within 24 hours of placing an order, you will receive the first email, an Order Confirmation email. Once we have processed your order, you will be receiving a second email, a shipping confirmation email.

If you're still unable to locate these emails, there's a possibility that there may have been an error when you entered your email address during checkout. Kindly contact our Customer Care team and they will investigate the issue for you.

We understand that sometimes you may change your mind about a purchase you've made. At Foot Locker, we strive to ship your order as quickly as possible, thus the timeframe in which this is feasible is generally very short. Please contact our Customer Care team as soon as possible and we will try to assist you with this.

Alternatively if we are unable to cancel your order, you may simply refuse the delivery and we will process the return of your order and issue you a refund.

We are very sorry to have to cancel your order! We try to fulfill every single order we receive, but on rare occasions, we may not be able do so. In that case, we will inform you as soon as possible via email, and we always include the reason for the cancellation.

As there was no charge, the pre-authorisation hold for the order will be released. Please note that the exact timeframe for the hold to be released and reflected in your bank account may vary, as it depends on your bank's processing time.

Please refer to "Why are multiple charges appearing on my debit/ credit account?"

We understand how this might be confusing! We update our website as frequently as possible but unfortunately, due to the high volume of orders we receive, our stock situation changes so quickly that we aren’t able to show real-time stock levels. That’s annoying, we agree.

On the bright side, popular products are usually quickly restocked: the website reflects this by displaying all the sizes as available again.

Be sure to keep an eye out for our call outs on new releases and restocks on our social media page!

In regards to our mutual security, each credit/debit card payment made at Foot Locker New Zealand is processed through an automatic payment verification system where the order details you entered are compared to those registered to the payment card.

In any case whereby the system is unable verify the details, it will automatically cancel the order. If you receive the cancellation due to suspicion of fraud, it probably meant that there were inconsistencies between your billing and shipping details (may be typing errors, missed spellings, or inserting the details of a different card which does not tally). Please make sure to carefully check these details before submitting a new order again or try using a different card or payment method.

Since the verification process is automated, we would not be able to let you know of the exact reason for this type of cancellation. Sorry about it.

Yes! You can now use our Click & Collect service. Find more details here.

Well, that’s an honest mistake! Unfortunately if that’s the case, you will need to get in touch with the US Customer Care team. Foot Locker New Zealand has no access to orders placed on the US website.