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Foot Locker

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Foot Locker Australia offers several ways to get fast help with orders, returns, delivery issues and general product questions. Consumers can reach support through phone, online chat (Flo), WhatsApp, email, and at any Foot Locker store nationwide.

Foot Locker’s dedicated Customer Care line (+61 7 4243 4655, open 7 days, 9am–6pm AEST) connects you directly with a specialist for urgent issues like online order problems, failed deliveries or refund updates. For quick questions, Foot Locker’s website includes a 24/7 chatbot named Flo, which can answer common queries and escalate you to a human agent during support hours.

WhatsApp support is another convenient option. Customers can send messages and photos (handy for damaged or incorrect items) directly to the Foot Locker team. In-store help is typically the fastest path for returns or exchanges, with staff able to resolve most issues on the spot.

However, customer reviews show mixed satisfaction. Foot Locker’s online support has been criticised for slow refunds, stock errors and sometimes unhelpful responses, while in-store service is consistently praised for being friendly and efficient.

 Customers report recurring problems with Foot Locker’s online ordering and support experience. The most common issues include:

1. Online Orders Cancelled Due to “Phantom Stock”

Foot Locker’s website occasionally sells items (especially limited-release sneakers) that aren’t actually in stock. Many consumers report successful purchases being cancelled shortly after, with Foot Locker citing inventory delays.

2. Delayed Refunds

Refund delays are a frequent complaint, especially for cancelled orders or missed Click & Collect pickups. Some customers have waited weeks or even months, sometimes needing repeated follow-ups to receive their money back.

3. Strict Return Policy

Returns require items to be unworn, with tags, and in the original shoebox. If the box is missing (even for brand-new shoes) returns are often refused. Mail returns can also incur a $10 shipping fee, and exchanges by mail aren’t supported.

4. Shipping Delays & Lost Packages

Customers sometimes experience slow deliveries, tracking issues, or parcels marked “delivered” that never arrived. Lost-parcel investigations with Australia Post can add extra days before a refund or replacement is approved.

5. Customer Service Responsiveness

Reviews mention long wait times, offshore call centre frustrations, repeated scripted responses and unkept promises of follow-up. Many customers feel online support is inconsistent compared to in-store service.

6. Pricing Errors & Promo Issues

A smaller but notable set of complaints involves mismatched shelf prices, rejected promo codes, or errors that store staff wouldn’t override.

7. Incorrect Items or Wrong Sizes

Occasional picking errors lead to customers receiving incorrect orders or sizing mix-ups, especially when dealing with US/UK size discrepancies.

Overall, the recurring theme is that online orders and refunds create the most frustration, while in-store interactions are usually smoother.

 Foot Locker provides several support channels depending on your issue and urgency:

1. Call Customer Care

📞 +61 7 4243 4655
‍ Available 7 days, 9am–6pm AEST.

Best for urgent issues: cancellation requests, missing parcels, refund status, or order errors. Have your order number ready.

2. Online Chat (Flo)

The chat icon on their Help Center launches Flo, Foot Locker’s virtual assistant.

Flo answers FAQs instantly and can escalate you to a human agent - type “Agent” or “Feedback” to move past automated replies.

3. WhatsApp Support

Consumers can message Foot Locker on WhatsApp for quick help, often with the ability to upload photos of incorrect or damaged products. Replies typically occur during business hours.

4. Submit a Request / Email

Use the online form on the Help Center to send an email-style support request.

Ideal for detailed issues or when you need a written record. Expect replies in 1–2 business days (with occasional longer waits).

5. In-Store Assistance

Store staff can help with:

• Returns & exchanges
  
  
• Defective product assessments
  
  
• Immediate refunds (if eligible)
  
  
• Sizing issues
  

6. Social Media

Foot Locker AU is active on Facebook and Instagram. While not an official support channel, messaging or commenting can sometimes speed up escalations when other channels stall.

Return Policy (28 Days)

• 28-day return window (from purchase or delivery).
  
  
• Items must be unworn, with tags and original shoebox.
  
  
• Limited-release items may be final sale.
  
  
• In-store returns = fastest.
  
  
• Mail returns deduct a $10 return shipping fee.
  
  
• No mail exchanges – return + reorder instead.
  
  

Refund Policy

• Refunds go to the original payment method.
  
  
• In-store refunds initiate immediately; bank processing may take days.
  
  
• Mail returns can take up to 2 weeks to process.
  
  
• Cancelled orders release payment holds within ~7 days.
  
  

Order Cancellations

• Contact Customer Care immediately to attempt a cancellation.
  
  
• If the order has shipped, you’ll need to return it instead.
  
  
• Some cancellations occur due to stock errors or fraud screening.
  
  

Price Adjustments & Pricing Issues

• Foot Locker AU does not formally price match competitors.
  
  
• If Foot Locker reduces its own price shortly after purchase, you may request a courtesy adjustment (not guaranteed).
  
  

Warranty & Consumer Guarantees

• Manufacturing defects are covered under Australian Consumer Law.
  
  
• Foot Locker may replace, refund or assess the item depending on the fault.
  
  
• Excessive wear or misuse typically isn’t eligible.
  
  

Shipping Policy

• $10 standard shipping; free over $150.
  
  
• Delivery via Australia Post (5–7 business days).
  
  
• Signature required, no authority to leave.
  
  
• Unclaimed parcels return to Foot Locker for a refund.
  
  
• Report missing or incorrect items within 2 days of delivery.
  
  

Click & Collect

• Pick-up window is usually 7 days (varies by store).
  
  
• Uncollected orders are cancelled and refunded.
  
  
• Refunds sometimes require follow-up if delayed.