Footasylum FAQs

We ask that you allow up to 1 hour for this to come through. This can depend on your email provider, some could take longer than others. It is also recommended to check your junk mail as emails can get filtered through. Busy days like Black FridayandChristmas mean emails take longer to come through. We can't speed up the sending of it but rest assured, if you've seen the order confirmation page after you've paid, we've got your order.

If you have waited and still haven'treceived a confirmation, please log on to your account and check if your email address is correct. You will find this under 'My Account' and 'My Details and Contact Preferences'. You might have a typo and this will affect the confirmation email. Don't worry though, we can always send you one if you have done this!

If you have not received any confirmation and have followed the steps above, please chat with us using the live chat button below!

If you haven't had your order confirmation email, please check out this article.

The table below shows when you can expect your delivery based on the day of the week you've ordered it. For clarity, the "Order Day" is the day if the week you ordered it. As an example, if you ordered before our 11pm delivery cut-off time on a Wednesday you can expect your Next Day Delivery on a Thursday or your Standard Delivery at the earliest on the Friday but it could be up to the following Tuesday.

here.

If you've received your dispatch email, please check for any updates on your delivery, this information should be on the tracking like for example a calling card has been left or your parcel has been left with a neighbour.

If the parcel is showing as delivered and has been signed for, we would advise you to ask your family members or neighbours just in case they have taken this in for you! If you cannot locate the order this will need to be investigated by the courier. To start the process, we need you to fill in a Declaration Form stating that you haven't received the delivery. To get hold of a Declaration Form, please contact us via one of the methodsPlease be aware that a Declaration Form is a legal document that must be completed and signed in order for the courier to start investigating your claim. It is used to legally declare that you have not received your items or parcel.

We then forward this on to the courier, and they'll update us once they have investigated. Claims are sent every Friday at 12pm and can take up to 28 days to investigate and come back with a decision on your claim.

Unfortunately, we're not as good as Santa at delivering presents so make sure you check out our Christmas delivery cut-off dates to make sure you receive your gifts in time to avoid disappointment.

Please note, these dates are subject to change, so make sure you double-check before placing your order.

here.

International Delivery Cut-Off

Want to receive a Footasylum delivery outside of the UK in time for Christmas? Head over to our Delivery Page to check cut-offs and charges - it's

Get on the careers page here or email your CV and what you're looking for to [email protected].

Are you patiently waiting for payday to purchase your items?

Why not pay via Laybuy and get them now!

How does it work? - See the steps below

1. Proceed to check out as normal and select Laybuy as your payment method.

2. Sign up or log in and complete your order in a matter of seconds.

3. Choose your payment day, view your schedule and select pay now. You may need to verify your card, there may be a small charge to do this.

4. YOU'RE DONE! Your items are now on there way, payments will be taken each week automatically.

Tip - If you find yourself being thrown back to the check out stage this could be something to do with your LayBuy account this may be ID verification or something to do with the credit check/credit limit this is something we advise you to box off before ordering with us here is the link https://help.laybuy.com.

In short - Yes, you can but you need to be quick.

If you notice an error, please get in touch via phone, or chat. For security, we can only make minor corrections to your address, like a door number or postcode.

If you need to change your address completely, you will need to cancel your order and order again.

We can't promise it won't have already been processed and sent to your courier but we'll always do our best for you.

If you've paid via Paypal, we're not allowed to amend the details on your order that have been supplied via your Paypal account.

We have to say no, sorry. Our Health and Safety peeps won't allow it for your safety and ours. If you're near our Warehouse then you're not far from our stores in Bury, Manchester, Denton & Bolton so you can always get it delivered there.

As much as we'd love to say yes, you can't currently. This is based on numerous things but is mainly down to our security systems in place to protect you and our speed of processing your order.

If you need to cancel your order so you can place an order to a new address, contact us here.

Are you looking for a Men's Apparel size guide?

1.Once you are on the page of the item, there should be a button on the right hand side stating 'Size Guide', it will look like the image below.

2.When you click this, it should bring you to a men's apparel size guide, like the image below. Sizing can vary slightly between manufacturers, styles and products.

Are you looking for a Women's Footwear size guide?

1. Once you are on the page of the item, there should be a button on the right hand side stating 'Size Guide', it willlook like the image below.

2. When you click this, it should bring you to a women's footwear size guide, like the image below. Please click the outlined section stating 'Compare UK Sizing to:' and this should give you an option to compare our UK sizes to yours. Sizing can vary slightly between manufacturers, styles and products.

UK Deliveries*

That's all dependent on the service you select. We're really quick at processing your order for delivery, but at busy times we may take a little longer to get it packed up and on it's way to you.

UK Standard delivery (3.95):delivered within 2-4 working days from placing your order. We always try and make this closer to two days than four. In busy periods it will get closer to four though, so make sure you take that into account. If you need something quickly then use...

UK Next day delivery (4.99):Orders placed before 11PM Monday to Thursday will be delivered Next Day. Orders placed before 11PM on Sunday will be delivered Next Day (excluding Bank Holidays). Please note, if you order after 11PM on Thursday your order will not be dispatched until Sunday and therefore delivered the following Monday. If you need it at a specific time then select...

UK Next day Evening delivery (6.99) -you can have our awesome next day evening delivery 7 days a week! Order byMidnightMonday to Sunday and get it the next day between 6pm and 10pm. If Sunday is the only day you're free and you don't want to be waiting up until 10pm because you have stuff to iron for work then use our...

Sunday Delivery (6.99) -Order any day of the week (but before 7pm on Saturday) to have your items with you on the next Sunday after you've ordered. Always remember that if you order after 7pm on a Saturday it will be delivered on the Sunday of the following week.

*Our Next Day serviceis not available for customers in the Scottish Highlands, Northern Ireland, Isle of Man and Isle of Wight. Our Sunday Delivery is for Mainland UK deliveries only and therefore excludes Highlands and Islands. Postcode restrictions for the Sunday service can be found here - UK Delivery Info

Deliveries outside the UK

Click here and search your country in this box to see how and when we'll get your delivery to you -

Looks like you're searching for Nike - follow this link to the Nike Brand Page

If you want to search for a particular product or product code then use the search bar at the top left of the website.

The best thing to do is use our Store finder here and call your favourite Store directly.

Alternatively, get in touch here and we'll check the stock for you.

We've sold out! We restock most items regularly, but if you want to check if we've any on order get in touch here

If you want to check stock in your favourite Store then find them via the Store Locator and give them a call.

It looks like you want to chat to us.

Click the button below - it looks like this...

Our returns policy can be found here. If you are returning to us for an exchange or replacement then there is no charge. If you want a refund then we will charge 2.50 for this and this will be withheld from the refund you are due.

Returning via Collect+ or Asda toyou

You can return your order, or part of it, directly to our Distribution Centre using any of the methods included in your delivery from us.

Returning to Store

Credit or Debit Card Payments

If you've paid by credit or debit card just nip down to your local Footasylum store with your dispatch note and the stuff you want to return, and the Store team will be happy to offer you a refund.

Paypal

If you've paid by PayPal you can return your order to any Footasylum store for a refund back to your PayPal account within 14 days. The refund isn't processed in Store. They'll send the Customer Experience Team the details and the refund will be processed in Paypal as soon as possible. Our Stores can't exchange any orders paid by Paypal.

EBAY Orders: PLEASE NOTE ALL ORDERS FROM THE FOOTASYLUM EBAY STORE MUST BE RETURNED BY POST AND CANNOT BE REFUNDED OR EXCHANGED IN ANY OF OUR STORES.

We have a wide range of products at Footasylum, both Men's and Women's, Juniors and Infants, from trainers, to clothing, shoes, sliders and more, featuring brands such as :

Nike

Adidas

Kings Will Dream

Glorious Gangsta

Gym King

Converse

EA7

Tommy Hilfiger

Hugo Boss

Puma

... and lots more!

You can browse the full range over at https://www.footasylum.com

How annoying is it when you buy something online and it doesn't fit?

But don't worry our returns and exchanges policy can be found here. If you are returning to us for an exchange or replacement then there is no charge. If you want a refund then we will charge 2.50 for this and this will be withheld from the refund you are due.

You should have received a prepaid label for both Collect+ and ASDA to you, if you don't have one, don't worry, you can print one at home, or, at most Collect+ stores. Just have your order number to hand!

Click here for Collect+ Click here for ASDA toyou

Fill in the Exchange information on the back of your invoice, take it along to your nearest Collect+ store, ASDA toyou or Footasylum store and they'll get that sent back to us. Our Returns and Exchanges team will get that processed for you, it can take up to 14 days in busy periods but is usually quicker.

The team will contact you when your item(s) are on the way back to you.

Check out our UNLCKD app here points turn into money off vouchers that you can use in-store and online.

You can get the App from the Google Play Store for Android or the App Store for iOS.

If you need help with your UNLCKD account, feel free to contact us here, but check out these common questions to see if we can save you some time.

"When does my voucher become available?"

- Your points turn into vouchers 28 days after purchase

"How do I use my vouchers?"

- You'll find your vouchers at the checkout during the payment stage, select the one(s) you want to use and enjoy the discount!

"How do I use my birthday code?"

- Your birthday code should automatically apply at checkout on the date of your birthday. If you have any issues with this, please get in touch.

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If you haven't received your tracking information, please get in touch by clicking here.

We're sorry to see you're having trouble checking out, we're here to help, please get in touch here

(Chat is best because we can ask you to take screenshots)

Firstly, please try a different browser or device, if you're on your phone, try the Mobile App.

If you're still having issues, please let us know.

We know the feeling, hyped for the latest release? THE shoe you were looking for is out of stock?

Check out our social channels for more information on releases and restocks

Twitter

Instagram

Facebook

Our returns policy is amended at this time of year as we understand that people like to start their Christmas shopping right about....now!

Please see the returns policy for our stores and our website below -

Items bought in Store

Anything bought in store between Sunday 27th October and Tuesday 24th December can be refunded or exchanged in store before Saturday 11thJanuary. All we ask is that they are in their original condition (including tags) with a valid proof of purchase (receipt or gift receipt).

Refunds from Gift Receipts will be given on a Footasylum Gift Card.

Stores don't process returns betweenThursday 26th December to Sunday 29th December.As of the 30th December everything is back to normal!

Our normal 14 day returns policy will be applied to anything bought in store from Thursday 26th December.

Items bought Online

Anything bought online between Sunday 27th October and Tuesday 24th December can be refunded or exchanged by returning them to us using the methods provided bySaturday 11thJanuary. All we ask is that they are in their original condition (including tags).

As normal, we are unable to process refunds to a different payment method than the one used on the order.

Our normal 14 day returns policy will be applied to anything bought in store from Thursday 26th December.

Our usual returns policy can be found here - Returns

We use a variety of well-known couriers, dependent on the service selected.

Please find the Couriers and the links to their tracking systems below -

Hermes Tracking

Yodel Tracking

Royal Mail - Gift Cards

DPD

There's a number of reasons this may not have worked. The first thing to check is whether you pressed the "Apply" button when in the Checkout -

here

If you did, it may be that it didn't meet the Terms and Conditions for codes below (not all are relevant to Website Purchases) -

Discount Codes and offers are valid on full price items only

Offers exclude all gift cardsand other selected items.

To take advantage of an offer, the relevant Promotion Code must be entered at the checkout

No cash or any other alternative will be given

The discount codes cannot be used in conjunction with any other offer

Refunds on any item(s) purchased using a discount code will be less the discount obtained

Your statutory rights as a consumer are not affected

Footasylum cannot be held responsible for 3rd party websites failing to list voucher codes terms and conditions.

Discount codes cannot be used in Store.

If you've checked all of that and you want to speak to us about it, you can do so .

We know that as a student you have to make your money stretch a long way and that's whywe're pleased to be offering a10% student discountonline and in Store at Footasylum. To redeem your discount online, please verify your student status with UNiDAYS. Once you register or log in, you'll recieve your 10% discount code.Simply present your validstudent card when you shop instore.Terms and Conditions:

Discount valid on full price products.

This offer cannot be used in conjunction with any other offers, purchases of Gift Cards and selected products.

In Store: 10% discount is only valid upon the production of a valid & current student card. We reserve the right to reject ID that we do not deem to be satisfactory.

You can, but please be quick!We'll do our best to get this done for you, but depending on how far along your order is, it's not always possible.We'd always say that calling or chatting with us to cancel is best ( find out how here ) as if you email us we might not get to it in time.

Ifyou'vereturned something to us for a refund, the whole process can take up to 14 days in busy periods, however we do aim to get returns processed within 7 days of us receiving them at our Warehouse.

For more info on your return, click here.

Ifyou'vereturned something to us for a refund, the whole process can take up to 14 days in busy periods, however we do aim to get returns processed within 7 days.

Once the refund is processed, this normally takes around 3-5 working days to go back to your account.

If you've paid by PayPal, it will take 24-48 hours to hit your account.

For LayBuy, the process can take up to 10 working days.

Unfortunately these timescales are outside of our control. Usually, refunds will appear sooner than this but we can't speed it up. We refund back to the original payment method.

There's a number of reasons this may not have worked. The first thing to check is whether you pressed the "Apply" button when in the Checkout -

If you did, it may be that it didn't meet the Terms and Conditions for codes below (not all are relevant to Website Purchases) -

Discount Codes and offers are valid on full-price items only.

Offers exclude all gift cardsand other selected items.

To take advantage of an offer, the relevant Promotion Code must be entered at the checkout.

No cash or any other alternative will be given.

The discount codes cannot be used in conjunction with any other offer.

Refunds on any item(s) purchased using a discount code will be less the discount obtained.

Your statutory rights as a consumer are not affected.

Footasylum cannot be held responsible for 3rd party websites failing to list voucher codes terms and conditions.

Discount codes cannot be used in the Store.

If you've checked all of that and you want to speak to us about it, you can chat with us using the button below!

A UNiDAYS code that doesn't work when you apply it in basket usually needs replacing.

UNiDAYS code only applies to full price items, it is not valid for sale/outlet items.This offer cannot be used in conjunction with any other offers, purchases of Gift Cards and selected products.

Go on the UNiDAYS website, log in and generate a new code. Come back to the site, slap it in the discount code section of the checkout and "Voila!", it should all be fine.

As soon as possible! If you've ordered for the next day it will be given to the couriers the same day you ordered it. If you've chosen a standard delivery then it may take up 24 hours to get it to the courier - this may be longer in very busy times.

Our UK Delivery details, including cut off times for Next Day Delivery, can be found here - UK Delivery.

*Our Next day service is not available for customers in the Scottish Highlands, Northern Ireland, Isle of Man and Isle of Wight.

For Deliveries outside the UK please click here and choose your country from the drop down list under International Delivery.

Say hello to what you want.

Laybuy let's you receive your purchase now and spread the cost over 6 weekly automatic payments - Interest Free.

You just go to our checkout as normal & select Laybuy as your payment method. You either need to Log In or Sign Up, choose your payment date, view your schedule and then select Pay Now.

That's it - you're done! Payments will be taken each week automatically.

Visit the Laybuy page here to get all the information you need regarding Laybuy.

https://www.laybuy.com/uk/how-it-works

Looks like you're searching for Adidas - follow this link to the Adidas Brand Page

If you want to search for a particular product or product code then use the search bar at the top left of the website.

Looks like you're searching for Metissier Paris - follow this link to the Metissier Brand Page.

If you want to search for a particular product or product code then use the search bar at the top left of the website.

Looks like you're searching for Vans - follow this link to the Vans Brand Page

If you want to search for a particular product or product code then use the search bar at the top left of the website.

Looks like you're searching for Zavetti or Zavetti Canada - follow this link to the Zavetti Brand Page

If you want to search for a particular product or product code then use the search bar at the top left of the website.

Looks like you're searching for Kings Will Dream - follow this link to the KWD Brand Page

If you want to search for a particular product or product code then use the search bar at the top left of the website.

Looks like you're searching for The North Face - follow this link to the The North Face Brand Page

If you want to search for a particular product or product code then use the search bar at the top left of the website.

If you're looking for our amazing Sale items then check them out here.

Remember, some discount codes only work on full priced items.

Check out our Outlet for some fantastic deals. Up to 50% off selected lines!

Find it here

Are you looking for a Men's Footwear size guide?

1.Once you are on the page of the item, there should be a button on the right hand side stating 'Size Guide', it will look like the image below.

2.When you click this, it should bring you to a men's footwear size guide, like the image below. Please click the outlined section stating 'Compare UK Sizing to:' and this should give you an option to compare our UK sizes to yours. Sizing can vary slightly between manufacturers, styles and products.

Are you looking for a Women's Apparel size guide?

1.Once you are on the page of the item, there should be a button on the right hand side stating 'Size Guide', it will look like the image below.

2.When you click this, it should bring you to a women's apparel size guide, like the image below. Sizing can vary slightly between manufacturers, styles and products.

Yes! - sale/discounted items can be returned as long as all tags are still attached.

We do not accept any returns for underwear.

You can, just take along proof of purchase from a credit or debit card statement to help the store locate your purchase. Please go back to the store you bought it from if you don't have a receipt.

If you paid cash, you can contact us here. We may be able to locate the receipt to help you out but we need to know exactly how much you paid for your order and when. Without that we'll really struggle to find it.

Don't be alarmed!

Returns are processed within 7 days of us receiving them at our Warehouse.

You will receive an email to confirm when your refund has been processed. You'll see the refund in your bank 3-5 working days after we've sent it. Unfortunately this timescale is outside of our control and dependent on your Bank. Usually, refunds will appear sooner than this but we can't speed it up. We have to refund in the same way we were paid for security reasons.

Our returns policy can be found here.

We will only refund the delivery charge if you have cancelled your order, if you have not received your delivery for circumstances outside of your control, or we have sent you a faulty or incorrect item. You may have also had the 2.50 returns fee applied.

In some instances, due to current exchange rates, some international deliveries may affect your total amount refunded. Unfortunately, this is out of our control.

We do offer a return for an inspection if you feel your item has become faulty in the first 12 months of receiving the item - This is only for if you feel the fault is towards a manufacture fault.

The full return for inspection can take up to 28 days to process - The inspection is made by our professional inspections team.

Please email us on [email protected] or chat to us by clicking the 'Live Chat' button at the bottom right of this pop up and send us some photos of the fault on the item so we can take this further for you.

Yes! - you can return your order via post if you have paid using Laybuy.

Please feel free to return using the returns label that comes in the parcel as normal.

Once we have received your return, any money you have already paid will be refunded back into your Laybuy balance and then reverted back into your account.

You can not return in a store if you have paid using Laybuy.

Our returns policy can be found here. If you are returning to us for an exchange or replacement then there is no charge. If you want a refund then we will charge 2.50 for this and this will be withheld from the refund you are due.

Returning via Collect+, Asda toyou or Royal Mail

You can return your order, or part of it, directly to our Distribution Centre using any of the methods included in your delivery from us.

Returning to Store

Credit or Debit Card Payments

If you've paid by credit or debit card just nip down to your local Footasylum store with your dispatch note and the stuff you want to return, and the Store team will be happy to offer you a refund.

Paypal

If you've paid by PayPal you can return your order to any Footasylum store for a refund back to your PayPal account within 14 days. The refund isn't processed in Store. They'll send the Customer Experience Team the details and the refund will be processed in Paypal as soon as possible. Our Stores can't exchange any orders paid by Paypal.

EBAY Orders: PLEASE NOTE ALL ORDERS FROM THE FOOTASYLUM EBAY STORE MUST BE RETURNED BY POST AND CANNOT BE REFUNDED OR EXCHANGED IN ANY OF OUR STORES.