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    Frequently Asked Questions

    I've had an invite to complete a survey from you? That’s right – we’re doing more to understand how our customers feel about us and where we can improve our services.
    Is this legitimate? If the survey email is from Foot Patrol, with the email address feedback@footpatrol.com then this is from us!
    Why does it say "Qualtrics"? Qualtrics are the agency we use to conduct our surveys and store the responses you provide. You can check their privacy policy here.

    We can supply a VAT invoice for your online order when:

    • The order has been delivered
    • You have a valid VAT number
    • We can verify the VAT number
    • The billing details of the order match the address details associated to the VAT number

    If we're unable to validate or match any of the VAT details with the order details, we can supply a despatch note which serves as a proof of purchase. If your order was split we'd supply individual despatch notes for each parcel and the items within that parcel.

    In order to request a VAT invoice, please submit your request, one at a time, via our Contact Us form at https://www.footpatrol.ie/customer-service/contact/

    We understand that we may have previously supplied VAT invoices on request however we've updated our process to ensure a due diligence before supplying VAT invoices. 

    Reasons we may reject your VAT Invoice request

    • Multiple requests in one Contact Us form submission
    • The billing details from your order don't match the details associated with your VAT number
    • If we're unable to verify your VAT number
    • If your items were refunded

    Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.

    We're sorry that your order was cancelled.

    If the item(s) you've ordered is out of stock at the time of packing your order, we need to cancel it.

    Our customer service team won't know if a product is coming back in or not, so why not take a look at our New In section to see if something catches your eye.


    When we ship your order we will send you an email explaining that your order has been despatched, and a link so that you can track your order.

    Please remember that what you see on the carriers tracking system will be behind where the consignment really is due to the delay in the information being received by our couriers when they collect from us. As a guideline for UK orders please allow up to 12 hours for your information to be received. For orders to Ireland please allow up to 24 hours.

    Tracking may not be available on some International orders. Please allow the full delivery time before contacting.

    Sign into your Footpatrol account here and check your order history or simply use the 'track my order' link here to see the latest update of your delivery.

    Alternatively you can check the tracking link we sent in your despatch email to view the latest tracking information.

    If you are disputing the delivery of an order and have been asked to complete a Missing Parcel Declaration form, here’s some guidance on completing the form.


    In the email you receive from Customer Care, there will be a link to take you to a PDF viewer. You can download the form by clicking on the download icon in the top-right corner.


    If you have access to a printer, please print the document and ensure that all fields are completed accurately. Any incomplete fields will delay the investigation. Once complete, the quickest way to return the document is to take a picture of the completed document, attach it to an email and send it to our Customer Care Team.


    If you don’t have access to a printer, there are various free apps and programs available to help you add text to the PDF document, simply search for “PDF Editor” and there are many options for your device. Some devices with touchscreens even allow you to add handwritten notes. Again, please ensure all fields are completed before you save the edited document. Next, please attach it to an email and send it back to our Customer Care Team.


    If you don’t have access to view the document electronically, please call us and we’ll arrange to post a Missing Parcel Declaration form to you.


    Although you may have placed one order, we sometimes split the items across multiple deliveries so we can get them out to you as and when they’re ready. We would require a completed declaration for each delivery you’re disputing, not each order. It’s important that you understand which items were included with each delivery you are disputing. Your declaration is key to starting and completing our investigation.

    You can send any unwanted items back to us for FREE* for a full refund within 28 days. Simply package up your purchase with the order note, attach the sticker found on our free returns label and hand it in to your preferred carrier. Please remember to ask for a proof of postage. If you need a new return label please visit our portal by clicking here and you will see various free return options.

    Email us through the message icon HERE ,or why not try our FAQ's for a quick answer!

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