FAQ

At Foot Locker Singapore, we accept several types of payment.
In-store:

• All major credit and debit cards
  • Includes Visa, MasterCard, China Union Pay, and JCB
  • AMEX
• NETS
• Alipay
• WeChat Pay

Online:

• All major credit and debit cards (Master Card, Visa, and AMEX
• GrabPay
• Alipay
• WeChat Pay
• PayNow

At Foot Locker Singapore we assure you that you can shop safely with us online. Your order will always be processed through a secure server (signified by the security symbol at the bottom of your browser, as well as the "https" web address).
When paying by credit or debit card, you will always be asked to enter your CVV code at checkout, for extra protection - this can be found either on the front or back of your card.
For our mutual security, Foot Locker Singapore reserves the right to hold credit and debit card orders for verification.

For your protection, we require an additional set of numbers known as a credit card security code. This is an extra safeguard for credit card purchases.
Depending on the credit card type, it's the 3- or 4- digit number printed on the back or the front of your credit card.

When you place an order using a debit or credit card, an authorization is obtained from your bank. The authorization places a temporary hold on the funds.
These funds have not been deducted but are being held within your account to ensure the order can be processed.
This hold typically lasts from 3-7 days, depending on the policy of your bank. Your debit or credit card will not be charged until your order is shipped.
If your order is sent out in multiple shipments, (items may ship from a store, and/or our Warehouse) separate authorizations for each shipment may appear on your account.

We always send a Payment Confirmation email as soon as we have received your order payment. This may take up to 48 hours depending on the payment method used. If you haven’t received the email after 48 hours, make sure to check your spam/junk folder. Should you still are unable to find it, our Customer Service Team will be happy to help.
Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

We understand how annoying this can be!
As part of our security measures, our system automatically rejects payments if the inserted details don’t match the correct ones. Always be sure to double-check:

• The billing and payment information that you enter
• If there are sufficient funds in your account
• Whether you have to enter the 3-digit CVV code (if paying my debit or credit card)

If the transaction keeps getting declined, we recommend contacting your bank about the issue or trying a different payment method.

If you have a promotional code for the Foot Locker Singapore online store, enter the code at checkout in the "Add Promo Code" field. The discount will be automatically applied to the order total.
Promotional codes cannot be combined, are case sensitive, have an expiry date, and exclusions may apply. We invite you to read any Terms and Conditions related to the discount, for better awareness!
If for any reason the order is cancelled, we will refund you the full amount you actually paid. If the order is partially cancelled, we will refund the discounted price for the cancelled items. Since promotional codes can only be used once, you won't be able to use same code again.

Once an order has been placed we are unable to modify it in any way. But if your order hasn't been sent yet, we will be happy to try and cancel it for you so that you can place a new order with the promo code.
Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

Standard shipping takes 1-3 business days.
The above lead time is subjected to the volume in our Warehouse and any updates in control measures/restriction implementation.

Currently, we are available for online orders in Singapore.
If you are purchasing from www.footlocker.sg, we will only be able to deliver to a Singapore address. If we realize that you have entered an address that is not in Singapore, we will contact you to inform you of the order cancellation. You may put in either your home or work address. We do not allow a change of full address so please make sure to confirm your delivery address before completing the order.
Please note that our couriers do not deliver to PO boxes and certain remote areas. In the event of such cases, we will contact you to inform of order cancellation.

Although we would love to receive your order, we currently cannot ship outside of the country which the order was made. If you would like to make a purchase for another country, do visit our website for the respective countries to make purchases from there. If we are not in the country you would like to deliver it to, don’t be disheartened, we are constantly expanding, and aim to reach even more Asian countries in the future.

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

We currently do not offer any shipping methods other than Standard. Please check our Shipping Information for more details. If you place your order during the weekend, we will start processing it on the following Monday.

Unfortunately, at the moment we do not offer this service.

We want you to get your new purchase as soon as possible! That’s why we start preparing your orders as soon as we have processed an authorization hold for your order. . If an item you ordered is currently out of stock, we will try to source it from one of our other Foot Locker stores and dispatch it from there. In that case, the processing and delivery time of the order may be slightly delayed.
If you place your order during the weekend, we will start processing it on the following Monday.

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

You will be able to check the status of your order in three ways:

1. Through the Shipping Confirmation email
   Click on the track and trace number that you find in the Shipping Confirmation email.
2. Online on Foot Locker Singapore
   Log-in, go to "My Account" and see the "Orders" section to check your order details and shipping status.
   The tracking number can be used on the courier’s website to check the current location of the shipping.
3. Online on the courier’s website
   Go to the track and trace section of the courier’s website, and fill in your track and trace number which you can find in the Shipping Confirmation email  (Qxpress' tracking page)

If you realize that an item is missing after the delivery, please wait 1 – 2 more days as it might be on a separate shipment fulfilled by another store. After waiting, if there are still no delivery do feel free to contact our Customer Service Team

Our Team will investigate with the courier company. Since we might ask you for photos of the outer box, 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).

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

n rare cases, it might happen that an incorrect item/someone else’s order is sent out due to human error. We sincerely apologize if this has happened to you. Please contact our Customer Service Team immediately to let us know about the issue. We will do everything we can to resolve it as quickly as possible for you.

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

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 box is damaged, have signs of tampering and/or the seal has already been opened, please refuse the delivery. It will be automatically returned to our Warehouse, and we will refund you for the item(s). If you notice that the contents are damaged or faulty after you already accepted the delivery, please contact our Customer Service Team within 2 days of receiving the order and we will assist you with the refund.

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

Unfortunately, we are unable to make any changes to the shipping address once an order has been placed. If you have made a mistake in your shipping address, kindly contact our Customer Service Team and we will be able to assist to cancel your order. If the order is already on its way to you, we will not be able to process a cancellation. Instead it will be returned to sender and a refund will be processed. We strongly encourage you to check your shipping details carefully before checking out to avoid shipping address issues.

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

Please check with everyone living in your household and your neighbours to see if one of them received the package for you. If you can’t find it, contact our Customer Service Team for assistance. We will do everything we can to locate your order for you. In any case if it is confirmed that your order was lost in transit, we will refund you in full, no worries about that.

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

We always do our best to make sure your order reaches you in the shortest time possible. Occasionally, delays can happen, which are often beyond our control. In this case, we advise you to check our delivery partners' website with the tracking number provided for shipping updates.

Our couriers will generally make up to 3 attempts to deliver your order to the address which you have indicated upon placing your order. If you are not available to receive the parcel at the third delivery attempt, it will be returned to Foot Locker and refunded. Unfortunately, it is not possible for us to arrange a new delivery at that point, but you are always welcome to place a new order.

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

Returning is easy and fast but keep in mind that we will only accept and refund the product if it is still in the original condition. The product would need to meet our return conditions as follows:

• Be returned within 28 days of your delivery date (online orders)
• Be in its original condition
• Be unused
• Have all its original tags attached
• Be in its original packaging in the condition you received it in

We reserve the right to refuse items that do not meet these conditions. Additionally, if you send back sneakers with packing tape on the sneaker (brand) box, your return will not be accepted.
We will not accept a return if the goods show signs of damage not the result of a manufacturing fault. This applies to accidental, malicious and other wearer related damage. Examples of accidental, malicious and wearer related damage include, but are not limited to:

• Shoes washed by machine and/or dried by excessive heat
• Cut marks on stitching, seams or uppers
• Punctured airbags
• Abrasion/scuffing damage
• External contamination
• Signs of extreme damage
• Knowingly purchased small fitting shoes
• Fabric that has been stained
• Material decomposing due to prolonged dampness/wetting

The above applies to purchases carried out by legal or natural person acting for purposes which are outside trade, business, craft or profession. We reserve the right to refuse items that do not meet these conditions.

Important Note:

• No return is allowed for discounted and heated items

You may return your products by courier. In this case, you will have to do so in the same country where the order was purchased.

Email our Customer Service Team at connect@footlocker.sg for eligibility assessment. Our Team will get back to you on what to do next. Do note that until Foot we receive your parcel, it will be your responsibility. Please provide the following information via email to facilitate your return:

1. Subject header of email: Return of Foot Locker Product
2. Your order number
3. Number of item(s) to return
4. SKU or item code of the item you wish to return
5. Reason for return

Your pickup address will be the same as stated on your order and it needs to be accessible to the courier. There should be someone to hand over the parcel at the time of your collection.
When returning the product, please use the outer/packaging box as we sent you and cover the product packaging with a sturdy wrapper and indicate “FRAGILE” on the package to prevent damage on the original box during shipment. We will not accept returns where there is damage to the product and the product packaging/box. Our courier will refuse collection if products are not sealed upon collection.
Please allow 7 – 14 working days for us to assess and process your return once we have received your product(s) at our Warehouse. It may take additional time for the refund to appear in your account. If returned product(s) does not fit the return conditions, product(s) will be returned to you.
No return is allowed for discounted and heated items.

We are sorry, that is not possible. We always* require proof of purchase and will not accept returns without it. So do make sure to store your receipt that you've received carefully as you will need it should you decide to return or exchange your purchase. We will not be able to assist you without it.

*Yes, even in the case of Foot Locker exclusive products.

If our Team confirms that your return does not comply with our Return Policy, the product(s) will be sent back to you, and no refund will be triggered. In such a case, our Customer Service Team will get in touch with you to inform you.
So to avoid this, kindly ensure that the condition of the product(s) is according to our Return Policy. You may refer to our Return Policy here.

Although we try to process all returns as fast as possible, please allow 7 - 14 working days for us to assess and process your return once we have received your item(s) at our Warehouse. It may take additional time for the refund to appear in your account.
When a parcel arrives back, a dedicated Team unboxes and examines each product for signs of usage or damage. A refund is triggered once we have confirmed that you returned the item(s) in the same condition as you had received them.
To check whether your return has been received, you can contact our Customer Service Team to check the status of your return.

We understand that you might have a change of mind after your purchase, or you may have gotten the wrong size when purchasing. Therefore, if you would like to get something else instead, we do also provide exchange services. Please not that exchanges are only applied for store (offline) purchases, not for online purchases.
However, before we proceed with the exchange process, the product you would like to exchange would need to meet our exchange conditions as follows; The product needs to:

• Exchange can be done within 28 days of your purchase date with the original receipt
• Be in its original packaging and condition Be unused
• Have all its original tags attached
• Be in its original packaging in the condition you received it in
• Exchange for in-store purchase only
• Exchange must be done in the originating store

The above applies to purchases carried out by legal or natural person acting for purposes which are outside trade, business, craft, or profession. We reserve the right to refuse items that do not meet these conditions.
Exchange can only be done once. We will not accept exchanged items to be exchanged again. Regardless of the number of items that are in the purchase, once you have returned any single item, it is counted as a return and no further exchanges on that same single receipt will be entertained. If you are making a return, please be sure to do it in one transaction.
No exchange is allowed for discounted and heated items.

You have 28 days from the date of purchase to exchange item(s) bought in-store. Simply head down to the store of your purchase with the item you'd like to exchange and printed original receipt. Our friendly Stripers will be able to assist you with your exchange. A top-up will be required if the exchanged item cost more.

Important Note:

• Simply head down to the store where your item was purchased from with the item you'd like to exchange along with the original receipt
• No exchange is allowed for discounted and heated items

We give you the right under our voluntary customer satisfaction policy return the product within 28 (twenty-eight) days of when the order is received. Returned products must be received at the pre-determined location no later than 14 (fourteen) days after the date of return is approved by Foot Locker Singapore. You can place a new order and send the item(s) back following our Return Policy. We will then issue a refund for your first order after assessment. Our Warehouse is not set up for exchanges, so please remember that if you send the item back, it will be automatically processed as a return and this will be assessed according to our refund process. Do note that until Foot Locker receives your parcel, it will be your responsibility. You may refer to our Return Policy here.

Important Note:

• For all products purchased please contact our Customer Service Team for assistance.
• No exchange is allowed for discounted and heated items

Unfortunately as different countries are using different register POS system, you will not be able to return or exchange an item that was bought in another country. All returns and exchanges will have to be processed in the same country the purchase was made.

When you return an item, we are committed to refund you the purchase price as soon as possible! Please allow 7 - 14 working days for us to assess and process your return once we have received your item(s) at our Warehouse. It may take additional time for the refund to appear in your account. The refund will include the cost of the returned goods, the shipping charges will not be refunded. We will credit the refund to your original payment method and the processing time for the refund to appear in your account will vary according to the processing time of your bank.

We will trigger the refund for your return on the day we approve your refund. The processing time for the refund to appear in your account will vary according to the processing time of your bank.

We always strive to provide the best of quality in our products to meet the standards of our customers. However, we also understand that there may be chances of workmanship flaws.
If you believe that there are some defects with the product you purchased with us, and you have the receipt or transaction details, you may simply head down to any Customer Service Team for online purchase, for other exceptions, to raise a Manufacturing Fault Claim and for an assessment of the product. This would be evaluated on a case-by-case basis.
The above applies in case of production flaws or other issues caused by the producer or the retailer, but it is not applicable in case of damage caused by the customer after the purchase.
Please note that after assessment, your purchase outcome may be accepted or rejected.

We’d love to help you, but for our mutual security (think privacy and data protection) we cannot accept orders via email. Your final order can only be placed via our online shop! You can, of course, contact us for any questions you may have about the website or the ordering process – we are here to help!

We endeavour to keep our prices consistent throughout our stores and online. Occasionally, our pricing may be slightly different due to special promotions or mark downs that are only available when purchasing online or in store.

We've recently made some website improvements to enhance your shopping experience on our site. Unfortunately this means that orders made prior to the system upgrade will no longer be visible in the "My Order History" section.

For others that have yet to be delivered, fret not, this does not mean your order has been cancelled. You can still track your order via the Tracking Email sent to you in regards to your order.

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 realize you need to cancel an order immediately after you placed it, cancelling it may still be possible. In this case, contact our Customer Service Team for assistance!

Short answer is no… We update our website as frequently as possible but unfortunately, due to the high volume of orders we receive daily, our stock situation changes so quickly that we aren’t able to show real-time stock levels. Your safest bet is to only place an order if your chosen size is “In stock”.

If you cannot add an available product to your cart, it may be that the item or size you are interested in is sold out, but the stock availability has not been updated on our website yet.

This generally only happens with very popular items that are sold out very quickly, and our website system is unable to keep up with a huge amount of visits in a short timeframe, hence creating a lag in showing real-time product stock availability.

If you are encountering this problem, please try to purchase the item again later, or you can also head down to one of our stores.

If you are unable to add any item into your cart or check out all items in your cart, kindly reach out to our Customer Service Team. Please provide more information on the problem you are encountering, such as the product details (model, color, size, URL), date of incidence, IP address, etc. We will then be able to assist you better.

When you get this message at the checkout it usually means the item you have in your bag is in fact out of stock and you will not be able to check out. Sometimes there can be inventory discrepancies between what the website shows versus what we physically have. We try and rectify this as soon as possible.

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. If you still cannot locate this email an error may have been entered when typing your email address. Contact our Customer Service Team and they can investigate it 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 Service 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.

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 to 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 authorization typically lasts from 3-7 days, depending on the policy of your bank. Please refer to "Why are multiple charges appearing on my debit/credit account?" section.

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 Singapore 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.

Should you require further assistance on this matter, please use our chatbot simply by clicking on the "Chat" icon on the bottom right of the page.

Unfortunately we do not provide this service. Sorry!

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

We make every effort to present products, prices and colours correctly, by putting a lot of Service into the photography process. All images presented on the website are faithfully depicting the real product, however screen settings vary for every computer and might affect the hue and shades of the image. If you’d like to have an honest look at the product before buying, you can always visit us at our offline stores!

If a product is no longer available on our website it has most likely sold out company-wide.
Be sure to keep an eye out for our call outs on new releases and restocks on our social media page!

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

If your size is not available on our website there is a good chance it has sold out company wide. Sorry!
Be sure to keep an eye out for our call outs on new releases and restocks on our social media page!

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

Our online store sells most release styles. The best place to keep up to date with release information is via our social media channels.
Be sure to check our social media page to stay updated on the latest releases!

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

We do not offer any pre-order services.
Be sure to keep an eye out for our call outs on new releases and restocks on our social media page!

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

The best place to keep up to date with release information is via our social media channels. Be sure to check our social media page to stay updated on the latest releases!

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

Unfortunately, we are unable to tell you in advance when a product will be restocked. Be sure to keep an eye out for our call outs on new releases and restocks on our social media page!

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

Sorry! We are unable to check stocks in our stores. We recommend heading down to our stores directly to check on the items you are interested in. Alternatively, you may choose to purchase directly from our website where most of our limited releases are also available.

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

Products online may become available to buy at a number of different times. The best place to keep up to date with release information is via our social channels. Products are available to buy in store during normal store operations hours. There may be some circumstances when we open early but this will be communicated via our social media channels.
Be sure to keep an eye out for our call outs on new releases and restocks on our social media page!

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.

The best place to keep up to date with release information is via our social media channels. However, on rare occasions, we do have unexpected delays in stock being delivered to stores. In these cases, we post on our social media channels as soon as we are made aware of the delay, which for Limited Release, may be the day prior. We recommend checking our social media channels regularly the day prior to a release for updates.
Be sure to keep an eye out for our call outs on new releases and restocks on our social media page!

Need help? Ask our chatbot!
Simply click on the "Chat" button on the bottom right-hand side of the page to start chatting.