Refund policy

Refund & Return Policy

At Footlocka, we only supply quality stock, and we want you to be happy with your pair. If something isn’t right, here’s how we sort it out.

1. Change of mind returns (7 days)

You may return an item for any reason within 7 days of receiving your order, provided it meets these conditions:

  • Unworn, unwashed and in the same condition you received it (you can try them on indoors on a clean surface)
  • In the original shoebox, with all tags, inserts and accessories included
  • The shoebox is not damaged, written on or stuck with labels or tape. Please use outer packaging for shipping.

We can’t accept returns of items that show signs of wear, outdoor use, odor, marks or damage caused after delivery.

2. Faulty, damaged or incorrect items

If your order arrives defective, damaged or not what you ordered, contact us within 7 days of delivery with your order number and clear photos. We’ll arrange a replacement, exchange or full refund, and we’ll cover the return shipping cost for these cases.

Your rights under the Consumer Protection Act, including the right to return goods with a defect within 6 months, are not affected by this policy.

3. Items that can’t be returned

  • Items that have been worn or damaged by the customer
  • Items returned without the original box or in a damaged box
  • Gift cards
  • Items marked Final Sale at the time of purchase (not applicable to faulty goods)

4. How to start a return

  1. Email support@footlocka.com within the return window.
  2. Include your order number, the item(s) and the reason for return, plus photos if the item is faulty or incorrect.
  3. We’ll reply within 1 to 2 business days with return instructions and the return address.
  4. Pack the item securely in its original box inside outer packaging. Please don’t ship the shoebox alone.

Returns sent without contacting us first may not be processed.

5. Return shipping

  • Change of mind: the customer pays return shipping.
  • Faulty, damaged or incorrect items: Footlocka pays return shipping.

We recommend using a tracked service. We aren’t responsible for parcels lost or damaged in transit back to us.

6. Refunds

  • Once we receive and inspect your return, we’ll email you to confirm the outcome.
  • Approved refunds go back to your original payment method within [5 to 10] business days, depending on your bank.
  • Original shipping fees are non-refundable for change-of-mind returns.
  • If your return fails inspection, we’ll let you know and may send it back to you at your cost.

7. Exchanges

Need a different size? Email support@footlocka.com and we’ll check availability. Because stock is limited, the fastest way is often to return the original pair for a refund and place a new order.

8. Cancelling an order

Contact us as soon as possible on support@footlocka.com. If your order hasn’t shipped, we’ll cancel it and refund you in full.

9. Contact us

Email: support@footlocka.com
Response time: within [1 to 2] business days

Check before publishing:

  • Return window: I used 7 days because online purchases in South Africa generally carry a 7-day cooling-off right under the Electronic Communications and Transactions Act. Don’t go lower than that. You can offer longer, such as 14 days, as a selling point.
  • Placeholders: the refund processing time and response time in square brackets are my guesses. Set them to what you can actually deliver.
  • Final Sale: delete that line if you don’t run final-sale items.
  • Legal check: I’m not a lawyer, so have the policy reviewed before relying on it, especially the wording around consumer rights.