Women's Charlotte Crew

To improve the customer experience, we have extended our returns policy during the Christmas period. Online orders purchased from the 1st of December 2023 can be returned until 31st of January 2024.

We want to ensure your satisfaction with every purchase you make from us. We understand that sometimes a product may not meet your expectations, or you may have a change of mind. That's why we offer a convenient online return process to make it easier for you to return or exchange items.

You can return your item online for a refund or exchange OR at one of our stores for an exchange only.
If you wish to return or exchange an item purchased from our website, please follow these guidelines:

Eligibility:

• Items must be returned within 30 days of the purchase date.
• The item must be in its original condition, unused and in resalable condition.
• All original tags must be attached.
• Packaging must also be in its original condition; If any shoe boxes are used as packaging or any sticky tape, stickers etc. are applied directly to the shoe box, it will not be accepted and will be returned to the customer.

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Online Return Process:

• Please go to our self-service Returns Portal here.
• Enter the email address and order number associated with your order.
• Please select which option, either ‘Keep, Return/Refund or Exchange’.
• Enter all relevant information and submit the request.

Once you have submitted your return/exchange request, it will be reviewed by our Customer Support Team and either approved or rejected.

If approved, you will receive an email with instructions on how to return the goods.

If rejected, you will receive an email with an explanation or a request for more information to be provided.

Please note:

• Exchanges will be processed based on availability. If the requested item is not available, we will issue a refund instead.
• If you are returning goods for a refund or exchange because of change of mind or incorrect purchase by the customer, the return postage cost will be at the expense of the customer.
• Refunds will be issued to the original payment method used during the purchase.
• Purchase must have been made on fila.com.au only.

• Delivery costs are non-refundable for change of mind returns.

Return Exceptions:

• Certain items may be non-returnable for hygiene reasons or due to their nature. These items will be clearly indicated on the product page.

Instore Exchange Process:

You may exchange merchandise at any Australian FILA Retail Outlet within 30 days of purchase. Bring your invoice and the items to be exchanged to any of the stores listed on our store locator page.
If the value of your original merchandise is more than the value of the item being exchanged for, a credit voucher for the outstanding amount will be issued to you (to be used in store). If the value of your original merchandise is less than the value of the item being exchanged for, you will need to pay the difference.

• Your exchange is for the value of the merchandise only and does not include shipping charges.
• Online purchases cannot be refunded instore.

Faulty Products

For enquiries regarding faulty products, please submit a refund or exchange request via our Returns Portal within 5 days of receiving your order with the return reason marked as “The product is faulty”.
Please include clear, well-lit photographs of the goods with a description of the problem.

Once you have submitted your return/exchange request, it will be reviewed by our Customer Support Team and either approved or rejected.

If approved, you will receive an email with instructions of how to return the goods.
If rejected, you will receive an email with an explanation or a request for more information to be provided.

Please note:

We are not responsible for returned goods lost in transit, therefore we would advise that you send via Registered Post. Please allow 14 days from the day you post your parcel for it to be received by FILA Online.

Only goods purchased at Australian FILA stores or online through www.fila.com.au can be returned to FILA. FILA products purchased through any of our external stockists, are in accordance with each individual stockists purchase policy, and can only be returned to their original place of purchase.

If you have any further questions, please enquire via the Contact Us page.