Frequently Asked Questions
Q: WHAT DEVICES DOES THE LOCKER APP SUPPORT?
A: The Locker app supports iOS (6 or higher) and Android (5 or higher)
Q: WHO CAN USE THE LOCKER APP?
A: The Locker app is only available to residents of Australia & New Zealand. Rewards & Launch Reservations can only be redeemed in these countries.
Q: WHEN DOES AN APP RESERVATION CLOSE?
A: Registrations for a Launch Product close at 10pm local time, the day prior to launch. Product is allocated on a first click, first served basis so we recommend Submitting your reservation as close to the 6pm open time as possible for the best chance to secure a Reservation.
Q: WHAT HAPPENS IF MY APP CRASHES WHILE I’M TRYING TO SUBMIT MY REGISTRATION?
A: You are able to Submit your reservation until 10pm local time, the day prior to launch, so you can log back in and re-attempt until submissions close.
Q: WILL I LOSE MY RESERVATION IF I CLOSE AND RE-OPEN MY APP?
A: Once you have Submitted a Registration, you are able to close out of the app without losing the chance to reserve the Launch Product, however it is recommended that you have Push Notifications turned on and keep your device handy, to ensure you are notified of a successful reservation and are able to confirm within the 15 minute time limit.
Q: CAN I PURCHASE MORE THAN 1 PAIR OF A SPECIFIC LAUNCH PRODUCT?
A: You may only reserve 1 pair of Launch Product using the app, unless otherwise stated. However if product is available in-store for general sale, you may purchase more at the Store Manager’s discretion.
Q: CAN I CHANGE MY SELECTED SIZE OR STORE FOR A RESERVATION?
A: You are free to change your store and size preferences in the Registration form up until you hit ‘Submit’. Once you have Submitted your Registration, no further changes can be made. You can however cancel your Reservation up until 7.00am local time on the day of Release without penalty.
Q: CAN I CANCEL A CONFIRMED RESERVATION?
A: You may cancel a confirmed, successful Reservation up until 7.00am local time on the day of Release without penalty. If you do not cancel a Reservation by this time and do not collect, you will receive a Strike. Multiple instances of failing to collect without following the cancellation procedure will result in being locked out of future releases. You can track your number of Strikes in your Member Profile.
Q: CAN I CHANGE MY SELECTED SIZE IF IT DOESN’T FIT WHEN I PICK IT UP?
A: If there are pairs available for general sale in your required size when you pick up, you may change from the size you were allocated.
Q: CAN I PICK UP MY RESERVATION FROM ANOTHER STORE?
A: Allocated product will not be transferred from store to store for collection. However, if another store has the product that matches your Reservation available for general sale, then you may collect from that store. You need to ensure that your Reservation is presented to staff at the time of purchase to claim and avoid penalty.
Q: HOW IS THE LAUNCH PRODUCT ALLOCATED?
A: Launch product is allocated via the app on a first click, first served basis when Submissions open. Your size preference will be considered first, followed by store preference, that is, if your first preference of size isn’t available at your first preference store, it will then look at your second preference store and so on. For this reason, it is expected that you are willing to travel to any of the store preferences you select. If you are not willing to travel, only select one store.
Q: HOW AM I NOTIFIED OF THE OUTCOME ONCE I HAVE SUBMITTED MY REGISTRATION?
A: Once you have submitted your Registration, it will move to your Reservations tab where you can monitor its current status – Successful, Waitlisted or Unsuccessful. Further updates will be provided via push notifications (if turned on) as the product status changes. Successful Reservations will need to be confirmed within 15 minutes of offer, failure to do so will result in the allocation expiring. It is a requirement when registering for a Launch that you have Push Notification enabled. If you turn off between completing your Registration and Submitting, you will need to monitor your Reservations in the app to confirm any Successful Reservations within the 15 minute timeframe.
Q: WHY DO I NEED TO HAVE PUSH NOTIFICATIONS ENABLED?
A: You will be notified of the status of your Reservations via Push notifications, including Successful Reservations that need to be confirmed within 15 minutes of receiving offer. It is therefore a requirement, and highly recommend that you enable Push Notifications. If you turn off between completing your Registration and Submitting, you will need to monitor your Reservations in the app to confirm any Successful Reservations within the 15 minute timeframe.
Q: CAN I HAVE SOMEONE ELSE PICK UP MY RESERVATION?
A: No, You must present Photo ID (passport, drivers license, 18+ card, student card) and your device with the app confirmation to collect your allocated Launch Product. If you are under 18 and don’t have Photo ID the opportunity to purchase lies with your parent or legal guardian who must fulfill these requirements.
Q: WHAT HAPPENS IF I CANNOT PICK UP MY RESERVATION?
A: You are able to cancel your Reservation until 7.00am on the day of Launch. If you do not cancel a Reservation by this time and do not collect, you will receive a Strike. Multiple instance of failing to collect without following the cancellation procedure will result in being locked out of future releases. You can track your number of Strikes in your Member Profile.
Q: WHEN AND HOW DO I PAY FOR THE LAUNCH PRODUCT?
A: Payment will be accepted at the store when you collect your product. Payment methods accepted include cash and all major credit cards.
Q: WHAT HAPPENS IF MY DEVICE IS LOST OR STOLEN?
A: You can login to your profile via any supported device, not just the device you completed the Registration on. A store requires Photo ID and the app to validate the collection.
Q: WHAT IS THE RETURNS POLICY?
A: The returns policy is as per any other product purchased at a Foot Locker store in Australia & New Zealand. For details, please contact the store in which you purchased the product.