Delivery & Returns

Orders

BANK HOLIDAY DELIVERIES
Any orders placed for next day delivery on Sunday 30th April will be delivered on Tuesday 2nd May

There will be no deliveries for standard delivery method on Monday 1st May

International next day orders placed from Friday 28th April will be delivered on Wednesday 3rd May

Next Day Evening and Click & Collect remain the same with no changes

How long will it take to deliver?
Click & collect orders are ready to collect at your chosen UK location usually within 5 days of your order being placed, although we expect it to be there quicker.

Standard Saver Delivery to the UK is usually within 3 - 5 days of your order being placed.

Next Day Evening orders placed before midnight Mon-Sun will be delivered the next day between 6pm and 10pm.

Next Day orders placed before 9pm Mon-Fri, 8pm Sat and 9pm Sun will be delivered the next day.

Unfortunately next day delivery is not be available to the following post codes and may incur an additional day's delivery time:

For orders placed Mon-Fri: BT, GY, IM, IV, JE, KA28, KW11-17, HS, PH32-35, ZE

For orders placed on Saturday for delivery on Sunday: AB, BT, CA1-3, CA5, CA20-26, CA28, CF14, CF30-98, DD, DG1-4, DG6-13, DH1, DH3, DH4, DH8, EH, FK, G, HS, IM, IP, IV, JE, KA, KW1-3, KW5, KW17, KY, LA, LL, ML, PH, PL, PO, SA, ZE

Orders placed using Next Day Evening from the following post codes will be downgraded to a standard service: AB, B5, B24, BA1, BD4, BN15.

Delivery to International destinations is estimated to take up to 10 days from your parcel being sent. You can check if we deliver to your destination in the shipping country select dropdown menu on the 'Review Basket' page.

How much will it cost to ship my item?
Click & Collect - FREE (Available to the Footpatrol store and over 500 alternative locations throughout the UK. We will contact you when your order is ready for collection)

Standard Delivery - £2.99

Next Day Delivery - £4.99 with Hermes

Premium Next Day Delivery - £5.99 with DPD (SMS updates, 1 hour delivery window, in-flight parcel options)

Next Day Evening Delivery (Delivered between 6pm - 10pm) - £7.99

International delivery is available to most countries. For international shipping, standard rates start from £3.99 and dependant on your destination is shipped via DPD and Royal Mail, and for international next day and express, rates start from £10.99 shipped by DHL and DPD. Please select your country in the basket for the exact price and shipping options.

Please note - we do not ship to PO Box addresses.

Click & Collect
If you are a UK customer, choose our Click & Collect option in the basket for FREE delivery to the Footpatrol store and over 500 alternative locations.

We will notify you by email and, if you supplied your phone number when ordering, an SMS when your order is ready for collection, which is usually within 5 days of the order being placed. If you haven't received any notification after 5 days please get in contact with our customer care team. If 5 days have not elapsed since your click & collect order was placed, please do not contact our customer care team until the 5 days is up.

You cannot nominate another person to pick up your order, the order must be collected by the name provided on the billing address associated with the order. You must always bring with you a proof of purchase when collecting. This can be the confirmation email or sales receipt. You must also supply a form of ID such as the card used to place the order, passport or driving license.

UNCOLLECTED ORDERS - You will receive notification when your order is ready to collect. You will then have 14 days to collect your order, after which the order will be cancelled and sent to our returns department where you will be refunded.

Which courier do you use?
For UK deliveries, we use a combination of Royal Mail, Hermes and DPD. A signature may be required. Click & collect orders are sent through our internal delivery service.

For European & International deliveries we use DPD, Direct Link and Royal Mail for standard service and DHL for express and next day services.

What happens if I miss my delivery?
Our carrier delivers between 9am and 10pm which may vary depending on the service selected, and a signature is required.

There are a number of options available if you think you won't be in to sign for your order. We'll pass your e-mail address and mobile number (if provided) to Hermes or DPD and they'll provide you with information about your delivery by e-mail or text message the evening before.

Premium Next Day customers can rearrange their delivery in advance by responding to these notifications, choosing delivery to a neighbour, a safe place option or even opt for delivery the following Saturday.

If you don't get round to doing this or leave it too late, our carrier will attempt delivery as normal and will return your parcel to the depot for safe keeping if you're not in, re-attempting the next day. Premium Next Day customers will be given another chance to rearrange delivery via text or e-mail as they did previously. Standard Saver deliveries will be attempted again the next day automatically.

Please note deliveries outside of the UK can take anything up to 10 days. Follow your order using the tracking link in your despatch email to check if any delivery attempt has been made.

Can I track my delivery?
All orders (excluding Click & Collect) are sent on a tracked service, so we’ll send you a tracking link by email along with other information about your order.

Do I pay customs or import charges?
Footpatrol will pay all customs/duty orders delivered to the USA & Australia.

Our products are sold on a DDU (Delivery Duty Unpaid) basis EXCLUDING orders to the USA and Australia where orders are customs cleared. Additional taxes, fees or levies may apply according to local legislation.

Recipients of deliveries made outside of 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

Can I change or add items to my order?
Unfortunately not. Once an order has been placed we cannot amend anything. If you realise an error has been made immediately after ordering, we would suggest tweeting us (@FootpatrolHelp) or asking via LiveChat if the order can be cancelled and refunded. You can then place the order again.

Can I change my address after ordering?
If you notice you have made a mistake in entering your house number or street name, please contact our customer care team via Twitter (@FootpatrolHelp) or Live Chat as soon as you can after the order has been made as we will always try and accommodate address updates. Sometimes this is not possible if too much time has elapsed between the order and the notification. Please note that we cannot change PayPal addresses so please check these are correct before ordering.

Is the site secure?
footpatrol.co.uk is committed to safeguarding your security and privacy. Your personal details and credit card details are treated as highly confidential and we endeavour at all times to respect your privacy.

When you input your credit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit can not be read in the unlikely event it is intercepted.

Any information that we request from you to process your order, register to the site or enter for the competition will not be passed on to parties outside footpatrol.co.uk.

Returns

Instore Returns
Footpatrol are happy to refund any merchandise returned to the store in an unused and saleable condition within 14 days of purchase upon production of a valid receipt. We are also happy to exchange any merchandise returned to the store in an unused and saleable condition within 28 days of purchase upon production of a valid receipt. For faulty goods where a manufacturers default has been established we will give an exchange/refund up to the full original purchase price upon production of a valid receipt. Please keep your receipt. Online purchases can also be returned to store for a refund or an exchange within the same time period and conditions stipulated above.

Online Returns
If returning your item(s) to our warehouse by post, please note we are only able to refund orders placed online, we are unable to process exchanges. Please return your items to us within 14 days of receiving them. Online purchases can also be returned to the store for a refund or an exchange.

Click & Collect Returns
Collect from store orders delivered to an alternative location point (e.g. not the Footpatrol store) cannot be returned to that respective store and must be returned to Footpatrol using the free returns label within the order, or alternatively to one of our delivery/return partners e.g. Doddle.

How do I return an item?
If you are a UK customer you can send any items back to us for FREE using the free returns slip, which you can print below, within 14 days for a refund. Please note that items returned using the free returns label are not trackable. International customers should send items to the returns address below within 14 days for a refund using their carrier of 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.

Footpatrol Internet Returns
Door 2
Kingsway Business Park
Rochdale
OL16 4FW

Please send the dispatch note and/or a copy of your receipt back with your order.

Need a free returns form?
Not a problem! You can download and print one off here.

How long can I keep my order before returning it?
We ask you to please return your items to us within 14 days of receiving them.

How should I send it?
If a UK customer and using the free returns sticker, please send via the Post Office and ask for a proof of postage. We recommend international customers post any returns to us using a carrier who can give you a 'Certificate of Postage' as, until the parcel reaches us, it's your responsibility.

How long will it take to process my return?
Returns can take up to 10 working days to process from us receiving the goods back. Please note that items returned using the free returns label are not trackable.

Can I exchange my item?
Unfortunately, we cannot exchange products returned to us by post. If you wish to exchange a product, you will need to return your purchase for a refund and place a new order, or alternatively take your item into store.

How long until the money is back in my account?
Please allow up to five working days for refunds to show on your account. Sorry if this seems a little long, but the time-frame is dictated by your bank or card issuer and we have no control over it.

We'll refund by the same method of payment (i.e. PayPal)

Free returns with Doddle

How it works
If you decide you don't want all or part of your order, or there was something wrong, you can drop your return back in any Doddle location. You don't need a label and don't even need to re-pack it! Just take in your item(s) and your completed dispatch note and Doddle will do the rest. It's completely FREE. Doddle will print a label and get the order safely back to us so that we can process your refund.

If you'd like to know more please visit our Doddle page here.

Where is my closest Doddle?
Doddle has stores all over the UK. Check here to find your most convenient Doddle store.

When are Doddle collection points open?
Doddle are open early until late, and most stores are open 7 days a week.

My Account

Do I need to create an account to shop?
No, but it's worth your while if you do. By registering your details you don't have to enter the same info every time you shop with us. You can also choose to receive our e-mail newsletter which will keep you in the loop on the latest releases, exclusive collaborations, sale and much more.

If you forget your password, don't worry and simply click 'forgot my password'. We'll then send you an e-mail that'll tell you how to sort out a new one.

Customer Care Opening Times:
You can get in contact with our care team 24 hours a day, 7 days a week

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