Your cart is empty. Get shopping!
FAQs
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.
For further assistance, contact us.
For further assistance, contact us.
How can I track my order?
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.
If your item matches all of these conditions, you can lodge a claim via our Returns Portal
*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.
- 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
- 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
- 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 conditions, you can lodge a claim via our Returns Portal
*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:
In-store
You can only exchange your online orders at store level. Stores are not permitted to refund online orders. 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 submitting a refund or exchange request via the Returns Portal. If approved, you will receive instructions via email for returning the goods.
In-store
You can only exchange your online orders at store level. Stores are not permitted to refund online orders. 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 submitting a refund or exchange request via the Returns Portal. If approved, you will receive instructions via email for returning the goods.
Who covers the cost of postage for return items?
If the goods are faulty or incorrect, postage will be covered by FILA. You will receive a postage-paid shipping label to attach.
If you are exchanging the goods for a different size, colour or style, the return postage cost will be at the expense of the customer. The replacement items will delivered free of charge.
If you are returning goods for a refund because of change of mind or incorrect purchase by the customer, the return postage cost will be at the expense of the customer.
If you are exchanging the goods for a different size, colour or style, the return postage cost will be at the expense of the customer. The replacement items will delivered free of charge.
If you are returning goods for a refund because of change of mind or incorrect purchase by the customer, the return postage cost will be at the expense of the customer.
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.
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?
Please 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.
How do I change my order after purchasing?
Please ensure all items are correct before placing your order as we are unable to make changes to an order once it has been received (including size/ style/ colour).
How do I change my delivery address after my order has been placed?
We process and pack your order as fast as possible. Please ensure all shipping details are correct before placing your order as we are unable to change your address.
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).
Please note: During peak sales period such as Click Frenzy, Black Friday, Cyber Monday, Boxing Day and any other peak sales times; NO changes can be made to orders.
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).
Please note: During peak sales period such as Click Frenzy, Black Friday, Cyber Monday, Boxing Day and any other peak sales times; NO changes can be made to orders.
How can I track my order?
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?
- Credit Cards (including Visa, MasterCard, American Express)
- Paypal
- Afterpay
- Klarna
- ZIP
- Shop Pay
- Apple Pay
- Google Pay
More information about some of these payment methods is listed below:
Credit Card purchase
The Fila Australia website currently accepts VISA, MasterCard and American Express credit cards. The card must have sufficient funds or credit facilities to cover the purchase.
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.
Click here to create a PayPal account.
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, click here to read their How It Works page.
Klarna
See all of your purchases in one place, pay any open balances and much more in the Klarna app. You can also log into your Klarna account at https://app.klarna.com/login.
If you need any help, our Customer Service is there for you.
ZIP
ZIP create simple, fair and transparent credit and payment solutions that improve lives every day. They allow people to own the things they love now, and pay later, interest-free.
You can apply for an account in minutes here.
Is it safe to use my credit card on your site?
Our website is developed in Shopify. Shopify is certified Level 1 PCI DSS compliant.
PCI refers to the Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.
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.
PCI refers to the Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.
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 RRP 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 charges and duties.
What's our Return Policy?*
We have 3 rules of returns.
If your item matches all of these conditions, you can lodge a claim via our Returns Portal
*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.
- 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
- 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
- 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 conditions, you can lodge a claim via our Returns Portal
*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:
In-store
You can only exchange your online orders at store level. Stores are not permitted to refund online orders. 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 submitting a refund or exchange request via the Returns Portal. If approved, you will receive instructions via email for returning the goods.
In-store
You can only exchange your online orders at store level. Stores are not permitted to refund online orders. 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 submitting a refund or exchange request via the Returns Portal. If approved, you will receive instructions via email for returning the goods.
Who covers the cost of postage for return items?
If the goods are faulty or incorrect, postage will be covered by FILA. You will receive a postage-paid shipping label to attach.
If you are exchanging the goods for a different size, colour or style, the return postage cost will be at the expense of the customer. The replacement items will delivered free of charge.
If you are returning goods for a refund because of change of mind or incorrect purchase by the customer, the return postage cost will be at the expense of the customer.
If you are exchanging the goods for a different size, colour or style, the return postage cost will be at the expense of the customer. The replacement items will delivered free of charge.
If you are returning goods for a refund because of change of mind or incorrect purchase by the customer, the return postage cost will be at the expense of the customer.
When will I receive my refund?
Once received, your request will be processed within 3-7 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!
Keep an eye out for email notifications – we’ll keep you updated along the way!
When will my order be ready to collect?
We'll send you an email when your order is ready to collect.
Stores will pick & pack your orders as soon as they are alerted - so they should be ready within 1-2 business days. However this could be longer during peak sales periods.
Stores will pick & pack your orders as soon as they are alerted - so they should be ready within 1-2 business days. However this could be longer during peak sales periods.
When & where can I collect my order?
You can choose to collect your order from any FILA outlet. They are listed on our Store Locator page.
Store hours are also listed on our Store Locator page, please check before you arrive.
Store hours are also listed on our Store Locator page, please check before you arrive.
Where do I collect my order from in the store?
Go to the main counter and speak to any member of staff, they will be able to check your order number and find your items.
What information do I need to collect my order?
When you arrive in store, you will need to give us the order number, along with some photo ID.
Can someone else collect my order for me?
Yes, as long as you forward them the email confirmation, with the subject line "Order # is ready for pickup!"
How long can I leave my order before collecting?
If items haven't been collected within 7 days of placing your order, you'll receive an automated reminder via email.
After 14 days, if an online order hasn't been collected, the order will be automatically cancelled and the money will be refunded through the payment method you used. An email will be sent to let you know if an order has been cancelled and why.
After 14 days, if an online order hasn't been collected, the order will be automatically cancelled and the money will be refunded through the payment method you used. An email will be sent to let you know if an order has been cancelled and why.
Can I refund and/or exchange a Click & Collect order?
If you need to exchange the item for a different size, colour or style, you can do that in-store at the time of collection.
Please note that we do not offer refunds for change of mind purchases - only exchanges are available.
If however the items are faulty, you can return them via the online portal or take them back to the store where you collected them from - we can then refund to your original payment method or exchange for another item.
For more information, visit our Refund Policy page.
Please note that we do not offer refunds for change of mind purchases - only exchanges are available.
If however the items are faulty, you can return them via the online portal or take them back to the store where you collected them from - we can then refund to your original payment method or exchange for another item.
For more information, visit our Refund Policy page.
How do I sign up?
You can sign up to FILA Rewards in any FILA store or online, at www.fila.com.au/rewards
Does it cost me anything to join?
No, FILA Rewards is free to join. We created the program to ensure our regular customers get the most benefit.
What do I get for joining?
There are three tiers, including Bronze, Silver and Gold. Customers can move up tiers by spending more in any 12-month period.
You can read more about the tiers, spend limits and benefits here: www.fila.com.au/rewards.
You can read more about the tiers, spend limits and benefits here: www.fila.com.au/rewards.
What details do I need to provide to sign up?
If you are signing up in store, you will just need to provide a valid email address. Once your email is verified you will receive a follow up email, which will allow you to provide additional information, including your birth date (in order to receive the birthday reward).
If you are signing up online, you will need to enter your first name, email, mobile phone, date of birth, country and post code. You can choose to opt in to receive SMS marketing from FILA.
You can add these details later through the My Account section of our website.
If you are signing up online, you will need to enter your first name, email, mobile phone, date of birth, country and post code. You can choose to opt in to receive SMS marketing from FILA.
You can add these details later through the My Account section of our website.
Can I opt out or cancel?
Please note that by opting out, you will be unable to redeem any FILA Rewards benefits, including those provided to welcome you to FILA Rewards, Birthday rewards or reduced free shipping thresholds.
You can opt out at any time, by emailing our customer support team at info@fila.com.au.
You can opt out at any time, by emailing our customer support team at info@fila.com.au.
How do I earn rewards?
The more you spend at FILA stores or online, the better the rewards. Customers will be added to our Bronze Status upon signing up. By spending $500 or more in a 12-month period you will move up to Silver Status, and by spending $1000 or more in any 12-month period you will move up to Gold Status.
You can read more about the tiers, spend limits and benefits here: www.fila.com.au/rewards.
You can read more about the tiers, spend limits and benefits here: www.fila.com.au/rewards.
How do I redeem FILA Rewards?
To redeem FILA Rewards in store, simply provide your email address at the counter and your reward will be applied. If you have more than one valid reward, you’ll be able to decide which you would like to apply to your transaction.
To redeem FILA Rewards online, simply enter your email address at checkout.
To redeem FILA Rewards online, simply enter your email address at checkout.
I didn’t receive a birthday reward, why?
There could be a couple of reasons why this has happened.
Firstly, check whether you have provided your birthday. If we don’t have this information, we’ll be unable to apply your reward.
If you have provided your details but haven’t seen an email, please check your spam/junk/promotions folders. Alternatively, you can contact our customer support team at info@fila.com.au.
Firstly, check whether you have provided your birthday. If we don’t have this information, we’ll be unable to apply your reward.
If you have provided your details but haven’t seen an email, please check your spam/junk/promotions folders. Alternatively, you can contact our customer support team at info@fila.com.au.
Can I redeem my previous purchases?
Rewards members are unable to redeem purchases made prior to joining the Rewards program.