What's covered under

Foot Locker

's warranty?

Foot Locker Australia doesn’t offer a formal “store warranty” like electronics brands do, but every product you buy is protected under Australian Consumer Law (ACL) and any applicable manufacturer warranty.

That means every purchase from Foot Locker must be:

• Of acceptable quality
  
  
• Fit for purpose
  
  
• Durable for a reasonable time
  
  
• Free from manufacturing defects

If your shoes, apparel, or accessories fail due to a manufacturing fault, Foot Locker must provide a remedy (repair, replacement or refund) regardless of their change-of-mind return window.

What’s Covered

You’re covered when a product fault appears that is not caused by misuse, such as:

• Soles separating or delaminating prematurely
  
  
• Air bubbles popping without puncture
  
  
• Stitching/seams failing unexpectedly
  
  
• Material or construction flaws
  
  
• Zippers failing due to faulty manufacture
  
  
• Structural issues affecting the shoe’s intended purpose
  

Most genuine defects show up early (within a few weeks or months) but ACL protection extends beyond store policies if the product hasn’t lasted a reasonable time.

Manufacturer Warranties Apply Too

Brands like Nike, adidas, ASICS, New Balance etc. have their own defect policies. For example: Nike covers manufacturing defects for up to 2 years from manufacture date.

Foot Locker generally honours brand defect policies and may even liaise with the brand for you.

Across All Categories

Coverage applies to:

• Footwear
  
  
• Apparel
  
  
• Accessories (hats, bags, socks, etc.)
  

If it’s faulty, Foot Locker must fix it.

Here’s the exact step-by-step process for claiming a product fault with Foot Locker.

1. Stop Using the Product

It prevents further damage and ensures the issue can be assessed accurately.

2. Gather Proof of Purchase

Required for all claims. Accepted forms:

• Physical receipt
  
  
• Email confirmation (online order)
  
  
• Tax invoice
  
  
• Bank statement (if receipt misplaced)
  

Foot Locker states they cannot process refunds without a receipt.

3. Inspect & Document the Fault

Note what’s wrong and where. If online, take clear photos of the defect. Foot Locker often asks for these.

4. Choose Your Claim Path

Option A — In-Store (Fastest)

1. Visit any Foot Locker Australia store
   
   
2. Bring the item + receipt
   
   
3. Staff will inspect the fault
   
   
4. If found to be a manufacturing defect, resolution is often instant

Common outcomes:

• Replacement with the same product
  
  
• Swap for a similar value item
  
  
• Refund (if product unavailable)
  

Many claims take 10–20 minutes in store.

Option B — Customer Care (Online Orders or If No Store Nearby)

☎️ Phone: +61 7 4243 4655 (Open 9am–6pm AEST, 7 days)
‍
📩 Submit a request: https://help.footlocker.com.au‍

Options include:

• WhatsApp chat
  
  
• Web form
  
  
• Email instructions (after contacting support)
  

You’ll typically need to:

• Provide the order number
  
  
• Upload photos of the defect
  
  
• Describe what happened
  

If the product was defective, Foot Locker will email you a prepaid return label or direct you to a store.

5. Send or Return the Item

If mailing:

• Use the provided return label
  
  
• Include the receipt and any RMA number
  

If in-store:

• Hand the item to staff
  
  
• They’ll complete the assessment and paperwork
  

6. Receive Your Remedy

Depending on stock and timing, Foot Locker may offer:

• Exchange
  
  
• Refund
  
  
• Replacement with newer model (if available)

Repairs are uncommon. Most footwear defects lead to exchange or refund.

7. If Foot Locker Says “No”

If you genuinely believe it’s a manufacturing fault:

• Ask staff to escalate to a manager
  
  
• Reference your ACL rights (reasonable durability)
  
  
• Escalate via customer care
  
  
• As a last resort, contact the manufacturer (Nike, adidas, etc.)
  
  
• Or lodge a consumer complaint with your state’s Fair Trading body
  

Most customers who politely push back on legitimate defects receive a remedy.

Foot Locker does not cover issues caused by anything other than manufacturing faults.

Not Covered

• Normal wear and tear
  (Worn tread, stretched uppers, faded colours, foam compression)
  
  
• Misuse or improper care
  Examples Foot Locker specifically lists:
  
  
  • Machine-washed shoes
    
    
  • Cuts, burns, punctures
    
    
  • Popped Air units caused by external impact
    
    
  • Material damage from prolonged moisture
• Damage caused by the customer
  
  
  • Drag marks, abrasion, rough use
    
    
  • Using shoes for inappropriate activities (e.g., running in casual sneakers)
    
    
• Claims raised after an unreasonable time
  Foot Locker often uses informal internal guidelines (e.g., 3–6 months for shoes), but ACL may override this for genuine defects.
  
  
• No proof of purchase
  Without a receipt, Foot Locker usually cannot process defect claims.
  
  
• Cosmetic imperfections
  Minor glue marks or slight colour variations that don’t impact functionality.
  
  
• As-is / clearance with known defects
  If the defect was disclosed at sale.
  

For a smooth warranty claim, prepare:

1. Proof of Purchase (Essential)

• Receipt
  
  
• Invoice
  
  
• Online order confirmation
  
  
• Bank statement if receipt missing
  
  

Without proof, Foot Locker may only offer the lowest recent sale value (not ideal).

2. Photos of the Defect (Online Claims)

Include:

• Close-up shots
  
  
• Different angles
  
  
• Overview of the shoe/apparel item
  
  

Upload via help.footlocker.com.au’s form or WhatsApp.

3. Product Packaging (Optional but Helpful)

Original box and tags are not required for defect claims, but help staff identify exact model/SKU.

4. Your Contact Details

Foot Locker may need your: name, email, phone number and return address (for replacements).

Timelines vary based on whether you handle the claim in-store or online.

1. In-Store Claims – Fastest

• Assessment: Immediate
  
  
• Outcome: Usually same day
• Exchanges + refunds processed on the spot

Bank refunds may take 2–5 business days to appear.

2. Online / Mail Claims

Timeline breakdown:

Initial Response: 24–48 hours after submitting your request

Shipping to Foot Locker: 2–7 days depending on location

Assessment at Warehouse: Up to 2 weeks

Refund or Replacement:

• Refund: 2–5 business days to your bank
  
  
• Replacement shipping: 2–5 days
  

Total Time Expectation:

1.5–3 weeks end-to-end for mailed-in claims

3. Manufacturer Involvement (Rare)

If Foot Locker sends the item to the brand (e.g., Nike) for assessment, it may take several weeks - though Foot Locker should not delay remedies unreasonably under ACL.