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FAQ

Has my order been successful?

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account to check Orders. If you do not have an account yet, you can create a new account.

For further assistance, contact us.

How can I track my order?

Check your order status in My Account/Orders.

Once your order is shipped, you will receive an email containing a tracking ID number and link. Be sure to check your junk/ spam folder in case it lands in there!

What's our return policy*?

We have 3 rules of returns, item(s) must be returned:

  1. Item(s) must be returned within 30 days of purchase; 30 starts from the date of invoice to when it is received at our warehouse
  2. Item(s) must be unworn and unused with the original tags still attached. Items sealed for hygiene reasons can only be returned if the seal is intact.; and
  3. Item(s) must be in the original packaging which must be in original condition. This includes branded dust bags and shoe boxes. You don’t need the clear plastic packaging.
    If your item matches all of these condition, you can lodge a return.

*The above return policy is in addition to and does not affect the statutory rights you have under the Australian consumer Law; for more information please visit our Terms and Conditions page.

How do I return or exchange an item?

For Online Orders:

Instore

You can only exchange your online orders at store level. Simply take your online invoice and goods (in their complete original condition – please refer to our Returns page) into any FILA store Australia wide and you will be able to exchange your item.

Online

You can exchange or refund online ordered items by sending your items for return back to our online address found on our Returns page with your completed returns form and we will process this for you.

Do you have a size guide?

Yes, please consult our size guides before making a purchase to find your fit!

Our regular size guides are available from the Size Guide page with approximate international conversions and measurements.

I need help with my order. Who can I contact?

Contact our Customer Service team.

Has my order been successful?

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account to check Orders. If you do not have an account yet, you can create a new account.

For further assistance, contact us.

How do I change my order after purchasing?

We are unable to change items within an order once it has been placed (including size/ style/ colour). Prior to an order being marked as ‘shipped’ we are able to cancel individual items or the entire order. If an item or order is cancelled, you will need to allow 3-5 business days for the refund value to reflect back into your account.

How do I change my delivery address after my order has been placed?

We process and pack your order as fast as possible. Your delivery address can only be changed by us as long as your order has not been shipped. To change your delivery address, contact us by emailing us on info@fila.com.au or chat with us on 1800 000 339.

Once you have received a notification that the parcel has been shipped, it might still be possible to change the delivery address as long as tracking does not state ‘delivered’. Australia Post deliveries: by creating an account with Australia Post through myPost you can redirect the parcel to a new address, (All of our parcels are sent with Australia Post).

How can I track my order?

Check your order status in My Account > Orders.

Once your order is shipped, you will receive an email containing a tracking ID number and link. Be sure to check your junk/ spam folder in case it lands in there!

How do I know it is safe to shop with you?

We value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our Privacy Statement.

What payment types do you accept?

  1. Credit Cards (including Visa, MasterCard, American Express)
  2. Paypal

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. Fila.com.au payment system has a 256-bit SSL security encryption certification awarded by Starfield (Starfield Secure Certificate Authority).

You can see the transaction is secure if you see a key lock on your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

Are your prices in Australian Dollars (AUD)?

Yes, all pricing is in Australian Dollars.

Do your prices include GST and other taxes?

Yes, our prices include GST and other taxes. However, orders in AUD which are equivalent to NZ$200 shipped to New Zealand may incur GST, customs charges and duties charged by the NZ Customs Service once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorized service provider. FILA is not responsible for and will not reimburse any of these charge and duties.

What's our return policy*?

We have 3 rules of returns, item(s) must be returned:

  1. Item(s) must be returned within 30 days of purchase; 30 starts from the date of invoice to when it is received at our warehouse
  2. Item(s) must be unworn and unused with the original tags still attached. Items sealed for hygiene reasons can only be returned if the seal is intact.; and
  3. Item(s) must be in the original packaging which must be in original condition. This includes branded dust bags and shoe boxes. You don’t need the clear plastic packaging.

If your item matches all of these condition, you can lodge a return.

*The above return policy is in addition to and does not affect the statutory rights you have under the Australian consumer Law; for more information please visit our Terms and Conditions page

How do I return or exchange an item?

For Online Orders:

Instore

You can only exchange your online orders at store level. Simply take your online invoice and goods (in their complete original condition – please refer to our Returns page) into any FILA store Australia wide and you will be able to exchange your item.

Online

You can exchange or refund online ordered items by sending your items for return back to our online address found on our Returns page with your completed returns form and we will process this for you.

When will I receive my refund?

Once received, your request will be processed within 1-3 business days. Exchanges are sent back via standard post so they usually take 2-10 business days to reach you. For refunds back to your original payment method, please note that your financial institution may need 3-5 days to clear the funds back into your account.

Keep an eye out for email notifications – we’ll keep you updated along the way!

What is PayPal?

PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

How do I sign up for PayPal?

Who do I contact if I have a problem with my PayPal account?

Unfortunately we cannot assist with PayPal account problems. If you have any issues with your PayPal account, please contact PayPal Customer Support.

When will my payment be deducted from my PayPal account?

When placing an order, payment will be deducted from your PayPal account immediately.

What is Afterpay?

Afterpay is a payment platform that offers simple installment plans for online shoppers. It allows a purchase to be paid for in four equal installments due every fortnight. After you checkout using Afterpay, your order will be shipped to you prior to the full payment being taken.

For further information, feel free to check out their FAQ page here.

Who can use Afterpay?

Afterpay is available to all people who:

  1. Live in Australia;
  2. Are at least 18 years old;
  3. Are capable of entering into a legally binding contract;
  4. Have a valid and verifiable email address and mobile number; and
  5. Use an Australian credit or debit card to make the purchase.

How do I sign up to use Afterpay?

All new Afterpay customers are required to make their first payment at the time of purchase. You will no longer be considered a ‘new’ customer once you have fully paid off your first order AND 6 weeks have passed since you placed that order. For online orders under $500 placed thereafter, your first payment will only be deducted 2 weeks after your purchase and your last payment deducted 8 weeks after purchase. For all orders over $500, your first payment will always be deducted at the time of purchase.

Afterpay will automatically take payment from your default payment method on the due date shown in your Afterpay confirmation email.

The total value of your Afterpay orders from any merchant cannot exceed $1000, however your personal limit may be less based on your payment history with Afterpay. If you are unsure of your limit, please contact After pay here.

What if I have a problem with my Afterpay account?

Please check Afterpay’s FAQ’s page here or contact them via email at info@afterpay.com.au.

What if I have a dispute about a purchase or refund paid with Afterpay?

If you have any disputes with a transaction involving Afterpay, please email them at info@afterpay.com.au.

Are there late fees or interest on Afterpay orders?

If an automatic payment fails, you have until midnight (AEDT in the summer months and AEST in the winter months) to make payment. After midnight, if that payment has not been made, you will incur a late payment fee of $10 and a further late fee of $7 if the payment is not made within 7 days (as stated in the Afterpay Terms).