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FAQ - Frequently Asked Questions

How can we help you? Answering all your questions

Check out our Frequently Asked Questions – FAQs. The answer to your question could be right here! If you have a Foot District account, log in to check the status of your order and all the new updates. For any further questions, contact our Customer Service team at [email protected] or call us to (+34) 987 79 52 10. The office attendance hours in Spain are from Monday to Friday from 9:00 am to 5:00 pm CET. We answer emails in the same order we receive them. If your question refers to one of our physical stores, you could call directly our location in Barcelona (+34) 931 394 487 or the one in Madrid (+34) 918 213 888.





1. FREQUENTLY ASKED QUESTIONS

How can I get in touch with your Customer Service team?

You can contact our Customer Service department at [email protected]or call to +34 987 79 52 10 from Monday to Friday between 9:00 am and 5:00 pm CET.

How can I confirm I made an order correctly?

Once the payment is completed you’ll be redirected to a confirmation webpage where you can find your order number. You’ll automatically receive a confirmation email with all the details concerning the purchase. The payment is charged immediately, so you will see the corresponding charge on your bank statement or on your PayPal account. If you have any further questions contact our Customer Service department, where we will be able to confirm your order status.

I haven’t received any confirmation email. Does this mean the order didn’t get through?

Please check the spam folder in your email as sometimes order confirmations get placed there. If you cannot find it there or you think you might have written your email wrong placing the order contact our Customer Service to ask for help.

I placed an order, how can I check my shipment status?

When your order leaves our warehouse you’ll receive a confirmation email with the shipping details from the corresponding delivery company and your tracking number so you can follow the status at any time. This email will also contain a direct link so that you can track your order with only one click. 

How can I pay for my order?

You can pay with credit card or with your PayPal account. It is also possible to pay cash on delivery in Portugal and Spain (except for the Canary Islands, Balearic Islands, Ceuta and Melilla). We don’t accept payments through bank transference. For more information, click on the following link.

I’d like to pay through bank transference, is it possible?

No, it is not possible to pay for an order through bank transference. You can pay with credit card as well as with your PayPal account.

How can I return an item?

To return an item you can go to our page Returns where we will explain to you how to proceed step by step. The returned items must be in perfect condition. They must not have been used and they must contain all the elements (tags, packaging, etc.) included in the original shipping. Should this not be the case, it could be penalized with up to 100% of the value of the item. The original box of the sneakers is part of the product. Make sure it is safely packed in the shipping carton so that it doesn’t get damaged during transportation.

How many days do I have to return an item? Can I return an item after 14 calendar days?

You have 14 calendar days since you receive the product to inform us about the return or to report any problem with the order. After this period is over it is not possible to request any return, as specified by the Terms and Conditions in our Returns webpage.

Can I return an online order in one of your stores?

Yes, you can return it in any of our physical stores. You have 14 calendar days since you receive the product to inform us about the return or to report any problem with the order. After this period is over it is not possible to request any return, as specified by the Terms and Conditions in our Returns webpage. You should keep in consideration that the item will be refunded through the same payment method used in the purchase. Our Sales Assistants will take care of your return and request the refund from our corresponding department. You will receive an email with a refund confirmation once the process is successfully completed.

Where can I see the upcoming releases? What’s the Release Calendar on your webpage?

The Release Calendar is where we announce all the release dates of the upcoming products. This is where we publish all the new releases weekly. If some upcoming drops have a fixed date already, they will also show up in the calendar. The sneakers you will find on this calendar are mostly limited editions hard to find on the market.

 How can I receive the latest updates, promotions and new releases at Foot District?

You can follow us and take part in any of our social media channels, like Facebook, Twitter or Instagram. You can also get access to the latest updates directly from your inbox, subscribe to our newsletter through your user account and you won’t miss any of our exclusive releases thanks to our weekly Release Calendar. Join our online community to be the first one to hear about all of our projects.

Why can’t I add an item to the basket?

If you cannot add an available product to the basket, it is possible that either the product, the quantity or size you want are sold out, and that the webpage hadn’t actualize the availability. This might occur with products in great demand that generate a high amount of visits in a short amount of time to our webpage, what makes it difficult for our system to actualize properly. It is highly possible that the selected item is already sold out and therefore unable to be added to the basket. We recommend you to try again later.

Is it possible to reserve a product?

No, it is not possible to make any reservations.

How can I know if a specific item will be in stock again?

Unfortunately, we are not able to tell in advance the availability of any product, but you can check our social media and our newsletter to keep track of the latest updates and restocks. 

Is the VAT already included in the price of the item?

For all the orders made outside of the EU, the VAT is not included in the price of the item. We offer therefore a low shipping cost to compensate any extra charge that might incur through customs. Foot District will not be responsible for any other charge or tax belonging to the country of destination. The customer is responsible for these charges once the item arrives to them. The VAT is included in the price for all orders within Europe. 

Does the shipping to Canary Islands have local taxes or extra customs fees?

The shipping to the Canary Islands are subject to payment of local taxes determined by the Canarian government and the customs fees. This taxes are external to Foot District and detached from the shipping cost:

Shipping value from 0 to 150€. Taxes/custom fees don’t apply. However, the people in charge of the transport are under obligation to present a simplified declaration. This action requires a cost that the customer must pay for at the moment of the delivery.
Shipping value over 150€. The appropriate percentage of the IGIC [General Indirect Canary Islands Tax (Impuesto General Indirecto Canario) will be applied, as well as the customs fees that the customer must pay for at the moment of the delivery.



2. RAFFLES AND GIVEAWAYS

What are raffles and how do they work?

A raffle is a random draw that we regularly make at Foot District to give away the right to purchase an exclusive and/or limited edition of a model. To win a raffle implies to have the right to acquire one of this models provided by Foot District. Each raffle applies three times, happening once online, once in the store in Barcelona and another one in the store in Madrid. 

The raffle of each release will be announced in advance on our social media explaining the conditions and the procedure to follow in order to participate. It is necessary to pay attention to our posts and notifications on our Instagram, Facebook and Twitter accounts. The specific terms of each raffle will be announced in each of these accounts. There are some requirements that are mandatory in any case. Please read the following terms and conditions of the raffles. 

Terms and conditions of the raffles

To win a raffle implies the right to purchase a specific sneaker model. The winner of the raffle has to pay and pick up such model on the date and time specified for each different raffle.

The time limit to sign up for a raffle is subject to changes by Foot District at any time.

The winners are randomly chosen and not under any Foot District member’s decision.

The winning raffle ticket is personal and non-transferable. The evidence of any try to grant or sell the right to purchase will inevitably mean the disqualification of such winner in the next raffles. 

Foot District reserves the right to disqualify any customer that is proven to have manipulated their participation in the raffle or its results. 

In order to participate in a raffle it is mandatory to be over 18 years old and to present a valid ID at the moment of the registration to the raffle as well as at the subsequent purchase, in the case of being the winner. If such conditions are not fulfilled, the person concerned won’t be able to apply to the raffle nor buy the item whose right of purchase is being drawn. It is not allowed to bring someone else’s ID nor take part on their behalf.  

In the case a winner doesn’t show up to pay and pick up their purchase up to a total of 3 non-consecutive times, such person will be banned and will be unable to take part in any other raffle, either online or in-store. At Foot District we would like to reward the participation of those customers who appreciate these dynamics and take these draws serious.

It is forbidden that the same customer signs up more than once for the same online raffle or for the same in-store raffle. This attempt will imply the disqualification of such person, reversing the possibility of participation.  

It is allowed to participate, within the same release, in the online raffle and in the in-store raffle.

 Where can I find all the information about raffles and giveaways?

We publish all the information on our Instagram, Twitter and Facebook accounts. We would also recommend to keep an eye on the release dates that we post and actualise regularly on our Release Calendar.

Can I participate in raffles and giveaways if I’m under 18?

No, minors won’t be able to participate in any of the draws.

What happens if I don’t comply with the terms and conditions of the draw?

The infringement of the terms and conditions will mean the ban from the participation and/or the following purchase

Can I participate in an online raffle and an in-store raffle for a same release?

Yes, these are independent draws. Signing up for an online raffle is compatible with signing up for an in-store raffle. Every person will only be allowed to participate once online and once in-store.

How many times can I sign up for an online raffle?

It is only allowed to sign up once for the online raffle of the same item. Attention! In case this might not be complied, the participation will automatically be cancelled.

Can I cancel or modify my participation?

No, it is not possible to cancel or modify the participation once it entered the draw. 

Will I be notified whether I am a winner or not?

If you happen to be a winner, you will receive a notification on the email address you provided while registering. 

Only the winners will be notified through email. If after your participation you don’t receive any notification from Foot District, that means you didn’t end up winning. Best luck for the next try!

I won an online draw, how can I proceed to purchase?

After receiving the winning notification, you will also get a PayPal payment request specifying the deadline to pay. 

What happens if I miss the deadline to buy an item?

If that is the case, you will lose the right to purchase such item. In the confirmation of the raffle we specify the deadline to access the purchase of the item as the winner. The time of the deadline is represented in CET time. Please keep in mind that if the winner accumulates up to 3 purchase leaves, they will be banned from the rest of the raffles.



3. RELEASES AND DROPS

How can I receive the latest updates, promotions and new releases at Foot District?

You can follow us and take part in any of our social media channels, like FacebookTwitter or InstagramYou can also get access to the latest updates directly from your inbox, subscribe to our newsletter through your user account and you won’t miss any of our exclusive releases thanks to our weekly Release Calendar. Join our online community to be the first one to hear about all of our projects.

Where can I see the upcoming releases? What’s the Release Calendar on your webpage?

The Release Calendar is where we announce all the release dates of the upcoming products. This is where we publish all the new releases weekly. If some upcoming drops have a fixed date already, they will also show up in the calendar. The sneakers you will find on this calendar are mostly limited editions hard to find on the market.



4. PRODUCTS AND SIZE GUIDE

Are the products that you sell original?

Yes, all of our products are original. At Foot District we work directly with each brand.

Can I reserve a product?

No, it is not possible to make any reservations. 

I’m not sure about my size, what should I do?

You can find all the information regarding the size of the sneakers and the clothes in our size guide What’s my size? You can also find this information in the product details: next to the pictures on the right you’ll find a size guide and the available sizes. All the sizes will show up in the European system, marked in the table with the initials EU, as well as their equivalents to the American (US) and to the British system (UK). We also offer the possibility to verify how many centimeters the size you selected has marked with the abbreviation CM. If you need any further information, feel free to contact our Customer Service.

My size is no longer available, when will it be restocked?

If your size shows up as not available, it is unlikely that we will have more in stock. When a size or a model is sold out, we usually don’t get any more units of that same product. The availability you see in our online store is the real-time stock that we have in our stores as well as in the online store.

My size is sold out online, can I get it in-store?

No, when a size is no longer available in our webpage that means it’s sold out both online and in-store. 

Is the price of an item the same in the online store and in the physical store?

Yes, all the prices are always exactly the same. 

Does Foot District sell wholesale? I would like to buy a large amount of products.

No, Foot District does not sell wholesale.



5. ORDERS AND DELIVERY INFORMATION

How can I confirm I made an order correctly?

Once the payment is completed you’ll be redirected to a confirmation webpage where you can find your order number. You’ll automatically receive a confirmation email with all the details concerning the purchase. The payment is charged immediately, so you will see the corresponding charge on your bank statement or on your PayPal account. If you have any further questions contact our Customer Service department, where we will be able to confirm your order status.

How can I check my shipment status?

When your order leaves our warehouse you’ll receive a confirmation email with the shipping details from the corresponding delivery company and your tracking number so you can follow the status at any time. This email will also contain a direct link so that you can track your order with only one click. Only customers with an account will have access to the order status and to the purchase history.

I haven’t received any confirmation email. Does this mean the order didn’t get through?

Please check the spam folder in your email as sometimes order confirmations get placed there. If you cannot find it there or you think you might have written your email wrong placing the order contact our Customer Service to ask for help.

Is it possible to add another item to the order I just made?

It is not possible to modify an order once it is placed already and in process. If you forgot to include an item, you would have to place a new order. 

I misspelled my shipping address, what can I do?

If you notice any mistake in the entered information once your order has been placed, you must contact immediately our Customer Service team to try to solve this problem.

Which documents will I find inside my package once it arrives?

You won’t find any printed documents inside your package. We don’t include a printed invoice. You can find all the information regarding your payment and purchase in the section ‘My Orders’ in your personal Foot District account.

What is the expected delivery time?

The delivery times depend not only on the country of destination but also on the shipment method you have chosen. You will find all the delivery information including delivery times on our webpage, under the link Delivery information. To know when your purchase will arrive, you can track your package. Please refer to the question ‘How can I check my shipment status?’ for more information.

How much are the shipping costs?

The shipping costs depend on different factors: the order amount, the country of destination and the shipment method. If you would like to know how much the shipping of your order will be, go to our website Delivery information

Do you ship every day? Also during the weekend and public holidays?

We prepare and ship orders all working days. We don’t ship on the weekends nor on national holidays or local public holidays that might affect our warehouses in León, Barcelona or Madrid.

Can I get my order delivered to a post office box?

No, it is not possible to provide a post office box as your shipping address. For safety reasons, all the shipments require the beneficiary’s signature or the signature from an authorized person in order to receive the package.

Can I get my order delivered to a military base?

No, we are not able to ship orders to military bases for safety reasons regarding the delivery of the package.

I placed an order with more than one item and I only received a package with half of the products, is there any problem? Will I eventually also get a second delivery?

Our stock is distributed between different warehouses located in León, Barcelona and Madrid, so it could be possible that if your order includes more than one item, you will receive more than one package.

If you already got the first package and still miss some items, these won’t take much longer to arrive. Nevertheless, if you would like to verify your shipment status, don’t hesitate to get in touch with our Customer Service team. We will be happy to help you in any way we can.


6. RETURNS AND REFUNDS

How many days do I have to return an item? 

You have 14 calendar days since you receive the product to inform us about the return or to report any problem with the order. After this period is over it is not possible to request any return, as specified by the Terms and Conditions in our Returns webpage.  

Is it possible to change an item?

No, we don’t make any changes. If you would like to buy a different size or item, you would need to return the purchased item and place a new order. 

Once your returned order has been received, we will refund you the paid amount through the same payment method you used for your purchase. To know how to do this, refer to our webpage Returns, where we will elaborately explain you the steps to follow.

How can I return an item?

To return an item you can go to our page Returns where we will explain you how to proceed step by step. 

Please keep in mind that all the returned items must not have been used and they must be in perfect condition. Make sure it is safely packed in the shipping carton so that it doesn’t get damaged during transportation. If you have any further questions, don’t hesitate to get in touch with us.

Is the shipping cost at the costumer’s expense? 

Yes, the customer is in charge of the shipping cost of the returned items. You can choose the delivery company that you would like your item to be returned with. Please refer to our webpage Returns to return your item properly.

Can I return an online order in one of your stores? 

Yes, the online orders can also be returned in any of our stores: Barcelona - Lleona 4 , 08002, Barcelona / Madrid - Valverde 35 , 28004, Madrid. Our Sales Assistants will take care of your return and request the refund from our corresponding department. You will receive an email with a refund confirmation once the process is successfully completed. You should keep in consideration that the item will be refunded through the same payment method used in the purchase.

Can I return an item from the store as if it was an online order?

No, the item must be returned in the same store it was purchased.

Can I return in the store in Madrid something that I bought in the store in Barcelona or vice versa?

No, the item must be returned in the same store it was purchased. 

 If I return an item without its original packaging or this is damaged, will it be denied? 

Yes, it is a requirement for any return that the item comes duly protected to avoid its damage during its return transportation. The returned products, either because they didn’t fit or the customer wasn’t convinced, are put back in stock. That’s why we are very demanding evaluating the returned items’ conditions.

The original box/bag is part of the product. Make sure it is safely packed in an extra shipping carton so that it doesn’t get damaged during transportation. The returned items must be in perfect condition. They must not have been used and they must contain all the elements (tags, packaging, etc.) included in the original shipping. Should this not be the case, it could be penalized with up to 100% of the value of the item.

When and how will I get the corresponding amount to my return?

The refund will be made once the item has been received (the initial shipping costs are not included). This process can take from 5 to 7 working days since we receive the item in our office until we process the return.

Can I return a pair of sneakers if I don’t have the original box anymore?

No, without the original box it is not possible to make a return. It is necessary that all returned products are shipped in their original packaging.

Which reasons can a return be denied for?

We won’t accept the return of any products that have been damaged, are dirty or show any evidence of use. In the same way, if the original packaging of the product would show damages (if someone wrote on top of it, glued tape or modified its tag), the return will be denied.

The main reasons the return of a product will be denied are the following: the 14-calendar-days deadline to inform us about the return of a product is over, as specified by the Terms and Conditions in our Returns webpage, or the product or its packaging aren’t in perfect condition as shipped in the first place. 

My order just arrived and it’s not the size or model I ordered, what should I do?

If you received any product that does not match the items that appear on the confirmation email of your purchase, please get in touch with us so that we can solve it as soon as possible.

Send us an email to [email protected] with pictures or a clear explanation of the problem so that we can solve it. 

What should I do if my order comes with a manufacturing defect?

If for some reason you will notice any manufacturing defect, please get in touch with us as soon as possible so that we can evaluate the case properly. Send us an email to [email protected] with pictures of the defect or a clear explanation of the problem. Foot District will proceed to solve the problem. 

Will the shipping costs be refunded?

No, the initial shipping costs won’t be refunded, as specified in our purchase Terms and Conditions.



7. PAYMENT METHODS AND SECURITY

How can I pay for my order?

You can pay with credit card or with your PayPal account. It is also possible to pay cash on delivery in Portugal and Spain (except for the Canary Islands, Balearic Islands, Ceuta and Melilla). We don’t accept payments through bank transference. For more information, click on the following link Payment methods.

I’d like to pay through bank transference, is it possible?

No, it is not possible to pay for an order through bank transference. You can pay with credit card as well as with your PayPal account.



8. CUSTOMER ACCOUNT

Do I need a customer account to purchase?

No, it is not necessary to have a customer account to buy an item, but we will always recommend you to register because you will have many advantages and access to the updated details of your order. Only customers with an account will have access to the order status and to the purchase history.

I already have an account, what can I do if I can’t see the order on my account?

The only possibility you won’t be able to see your order from your account is that you would have made the purchase as a guest, without previously entering your personal account. In order for your orders to appear in your purchase history, you will need to log in first.

I don’t have a customer account and I would like to see my order status, what should I do?

If you don’t have an account you won’t be able to see your order status. We always recommend to register and create and account.

I forgot my password, how can I get a new one?

You can get a new password by clicking on the link ‘Forgot your password?’ A few minutes later you will receive an email explaining the steps to follow in order to get a new password. 

I would like to delete my account, how can I do it?

If you would like to delete your account you can contact us to [email protected] and we will be happy to serve your request.  

I would like to stop receiving the newsletter. How can I unsubscribe?

If you would like to unsubscribe from our newsletter, unmark the "general subscription" box inside the Newsletter section in your Account Settings.

I tried to get in touch but I couldn’t, how and when can I contact Customer Service?

Our attendance hours are from 9:00 am to 5:00 pm CET from Monday to Friday. Phone number: (+34) 987 795 210 email: [email protected]

Please keep in mind that our Customer Service doesn’t operate on the weekends or holidays specified by the working calendar of León, where our central offices are located.



9. EUROPEAN ONLINE DISPUTE RESOLUTION

Before putting forward a claim to Foot District, we encourage you to first try to solve the problem coming to us directly getting in contact with our Costumer Service. Our goal is to satisfy your needs with our products and services and we would be pleased to go through and try to solve any complain or discontent that you may have experienced at Foot District. In case you would still like to proceed with a claim form, you must proceed with the claim process to online companies as follows:

Within the European Union: 

In compliance with the stipulations of article 14.1 of the Regulation (UE) 542/2013 from the European Parliament and the Council from May 21st 2013, in case the buyer has the consumer’s condition, we would like to inform you of the existence of an out-of-court resolution platform of online disputes placed by the European Commission, available at http://ec.europa.eu/consumers/odr/, through which the consumers will be able to put their claim forward.

National level:

The nationality of the consumer won’t be taken into consideration, as it is assumed that the contract has a legal validity within the habitual residence of the consumer (article 90.2 TRLGDCU adopted by the RDL 1/2007 from November 16th).

To put forward a claim, you must download and fill out the official form through the Department of Consumer Affairs (Dirección General de Consumo) website for your Community. You can find all of this information on the web https://www.ocu.org/consumo-familia/derechos-consumidor/consejos/como-reclamar 

We would like to inform you that Foot District isn’t part of any alternative conflict resolution organism nor supports having to appeal to them, since our priority is to try to solve any potential problem directly with our costumers ([email protected] ).


Do you have more questions? We will be happy to help you

 

Foot District Customer Service team

Times: 9-17H (CET) Mon-Fri

Email: [email protected]

Phone: (+34) 987 795 210 

Foot District S.L. (+34) 987 795 210 [email protected]
FOOT DISTRICT BARCELONA
C/ Lleona 4 Barcelona, Barcelona 08002
(+34) 931 394 487
FOOT DISTRICT MADRID
C/ Valverde 35 Madrid, Madrid 28004
(+34) 918 213 888
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