Returns Policy

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(s) online for a refund/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 the guidelines below:

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Eligibility:

• Return requests must be made via the Returns Portal within 30 days of the purchase date.
• Once approved, returned items must be shipped within 30 days of approval date.
• The item must be in its original condition, unused and in resalable condition.
• All original tags must be attached.
• All packaging must 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:

1. Submit Your Return Request
   Visit our Returns Portal and submit a return request. Make sure to include your order number and the reason for the return.
2. Await Approval
   Once your return request is reviewed and approved, you’ll receive an email with a link to purchase an Australia Post return shipping label. If your return is rejected, you will receive an email with an explanation or a request for more information to be provided.
3. Purchase Shipping Label
   Click the link in the email to purchase your $15 return shipping label via Australia Post. This ensures secure tracking and a straight forward return
   process.
4. Receive Your Return Label & Form
   After purchasing the label, you will receive a second email containing:
   - Your Australia Post return shipping label (PDF)
   - A return form to include inside your package.
5. Pack & Ship Your Return
   Print and attach the shipping label to your parcel. Include the completed return form inside and drop the package off at your nearest Australia Post location.
6. Finalising Your Return/Exchange
   Once received at our warehouse, 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. We will keep you updated of your request via email.
   
   
   

Please note:

• Once approved, returned items must be shipped within 30 days of approval date.
• 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 a change of mind or an 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.
• Original delivery costs are non-refundable for change of mind returns.
• Certain items may be non-returnable for hygiene reasons or due to their nature. These items will be clearly indicated on the product page.

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In-Store Exchange Process:

• Please note, online purchases cannot be refunded in-store.
• 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.

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Faulty Products

• For enquiries regarding faulty products, please submit a refund or exchange request via our Returns Portal within 30 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:

• Once approved, returned items must be shipped within 30 days of approval date.
• 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.