Help & Support

All successful order transactions will receive an order confirmation email within 30 minutes. Be sure to check your junk/ spam folder.

If you have not received your order confirmation email, please contact our Customer Service team at info@fila.com.au 

We ship to New Zealand, New Caledonia, Papa New Guinea and Fiji, with a flat rate of $20.

Click here for more shipping information.

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).

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 shipped, it might still be possible to change the delivery address as long as tracking does not state ‘delivered’. 

Use the Australia Post Redirect Tool to see if you can redirect your order to the corrected address.

Once your order is shipped, you will receive an email containing a tracking ID number and link. Your online tracking information will be available to you as soon as our delivery partner updates their system which can sometimes take 1-2 days.

Be sure to also check your junk/spam folder if you cannot find the tracking email in your inbox.

You can use our online tracker or visit the Austraila Post website/app to get live updates on your order.

We’re sorry to hear your order hasn’t arrived.

If your tracking shows “Delivered” but you haven’t received your parcel, please try the following steps first:

1. Check around your property
   Look in safe places such as your mailbox, porch, side gate, or back area.
2. Check with your household members or neighbours
   Someone may have accepted the parcel on your behalf.
3. Contact Australia Post
   Lodge a missing parcel enquiry directly with Australia Post.

Once you’ve submitted an enquiry and received a case number, please contact our Customer Care team via our Contact Us page and we will help you further.

If your parcel has arrived but not everything in your order is inside, your items may still be on the way.

Some orders are sent in separate parcels, especially when items come from different locations, such as our warehouse and FILA retail locations. This means your items may arrive at different times or on different days.

1. Check your inbox to see if you received multiple tracking links OR Go to your orders in your FILA account to see if your order has been split into separate shipments.
2. Open each tracking link to see the latest delivery update.
3. Review your order details to see which items are included in each parcel.
   
   

If another parcel is still on its way, your remaining item/s should arrive soon.

If you’ve checked your order details and tracking, and you are certain an item is missing from your delivered parcel(s), please contact our Customer Service at info@fila.com.au so we can look into it for you.

If an item you have purchased from us is believed to be faulty, please visit our Returns Portal and follow the prompts so we can assist you further. Include your order number and at least 2 high-quality photos so we can take a closer look and help you with a solution.

Your order may be returned to us if:

• The shipping address was incorrect
• Your order was not collected from Australia Post in time

If your order is returned to us, we will email you with the option to resend your item(s) or cancel your order. Please note, in order to resend your order, this will incur a return to sender fee of $12.50. If you decide to cancel your order, your original shipping costs will not be refunded.

If your tracking shows a “Return To Sender” scan and you’d like us to look into it sooner,  please contact our Customer Service team at info@fila.com.au.

We offer returns and exchanges within 30 days of purchase on our website.

• Postage for change-of-mind or incorrect purchases is at the customer's expense, unless deemed faulty. 
• Item(s) must be unworn, in their original packaging and suitable for resale.
• Item(s) must be unwashed/unaltered and with all original tags attached.

If the original items or packaging is damaged/deemed unsellable (including damage from water, sticky tape or postal labels), we reserve the right to deny your return, and it will be sent back to you.

*Our Change of Mind Policy is in addition to, and does not affect, the statutory rights you may have under the Australian Consumer Law or other laws to return or exchange goods that are faulty, have been wrongly described, are different from samples shown to you, or do not do what they are supposed to.

For more information, please visit our Terms and Conditions page.

Please see our Returns Policy to for a full step-by-step process on how to return your item(s).

Before submitting a request, please see our Returns Policy to find out if your item(s) meet our guidelines for an exchange.

Online:
You can exchange or refund online-ordered item(s) by submitting a request via our Returns Portal. If approved, you will receive instructions via email on how to return the goods.

In-Store:
Stores are not permitted to refund online orders and can only offer an exchange for your item(s). Bring your online invoice and goods in their complete original condition to any FILA store Australia-wide, and you will be able to exchange your item.

Change-of-mind, incorrect purchases and item exchanges require the customer to pay a $15.00 return fee. For online exchanges, the replacement item(s) will be sent free of charge.

Customers can opt not to use our pre-paid shipping label and can send back their item(s) at their own expense if they wish. If you choose this method, we recommend using a registered post with tracking as FILA Australia does not assume responsibility if your parcel is lost in transit.

Our online returns address is not a retail location; no drop-offs or pick-ups are permitted.

Once we have received your parcel, return/exchange requests are processed within 3-7 business days.

Refunds are processed via your original payment method, and we will notify you via email when we have initiated the refund or sent out the exchange

Depending on your payment provider, it may take 5-10 business days for the funds to appear in your account. For third-party payments, including Afterpay and PayPal, please refer to their terms and conditions for refunds.

We will send you an email when your order is ready to collect.

Stores will pick & pack your orders as soon as they are alerted, and they should be ready within 1-2 business days. However, this could be longer during peak sales periods.

Yes, Click & Collect is available at all FILA stores, subject to stock availability. Visit our Store Locator for locations and opening hours.

Go to the main counter in-store and speak to any of our staff members; they will then be able to check your order number and find your items.

Please bring some photo ID and a copy of your collection notification email with the subject line "Order # is ready for pickup!"

If you need someone to collect your order on your behalf, they will need a copy of the order confirmation email.

Your order will be held for 14 days from when you receive your collection notification.

Orders not collected within this timeframe will be cancelled and refunded via the original payment method. You will receive an email to let you know if an order has been cancelled and why.

Unfortunately, we cannot redirect the location for your Click & Collect order.

Please contact our Customer Service team at info@fila.com.au along with your order number and your request to cancel your order. You can then place a new order at your preferred location, depending on stock availability.

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 the items are faulty, you can submit a request for a refund/exchange via the online Returns Portal or take them back to the store where you collected them from.

Here is an overview of the rewards you can unlock in each tier of FILA Rewards.
To learn more and join the program, click here.

Bronze ($0 - $499 yearly spend)

• Have all your details stored in one account
• Easily keep track of all your purchases online and in-store
• Gain early access to our online sales and new product launches
• Receive a 10% off voucher when you become a member
• Get treated on your birthday with a $10 voucher

Silver ($500 - $999 yearly spend)

• Say hello to a $20 voucher for unlocking the next tier
• Your birthday just got better! Get treated on your special day with a $20 voucher
• Extended 60-day expiry on your coupon codes
• Free standard shipping with $120 spend
• Special access to the best deals

Gold ($1000+ yearly spend)

• You get a $50 voucher for reaching the highest tier
• Treat yourself on your birthday with a $50 voucher 
• Extended 90-day expiry on your coupon codes
• Free standard shipping with $100 spend
• First access to our online promotions and deals.

You can sign up via our Rewards Page or in participating FILA retail locations in Australia. Best of all, it's easy and free to join!

This is your chance to join the FILA family and gain access to amazing rewards and get the latest news from us! It’s also free and easy to sign up.

For more details of the FILA Rewards program, click here
For FILA Rewards terms and conditions, click here

The more you spend at FILA stores or online, the better the rewards. Just make sure you log in to your FILA Rewards account before checking out online or provide your email to one of our staff members when purchasing in-store.

In-Store: Provide your email address at the counter, and your reward will be applied.

Online: Enter your email address at checkout to view all of your available rewards.

If you have more than one valid reward, you will be able to decide which you would like to apply to your transaction. You can only apply one discount at a time, and our vouchers are not in conjunction with any other offer.

There could be a few reasons why this has happened.

1. Sign in to your account and check if you have provided your birthday in your profile. (If we don’t have this information, we’ll be unable to apply your reward.)
2. If you have provided your details but haven’t seen an email, please check your spam/junk/promotions folders.
3. Your birthday was added to your profile too close to the date.

We are unable to add points from any purchases you made prior to joining the FILA Rewards program.

You can find your current membership level, current spend and your spend to the next tier by logging in here and checking the “Rewards” section in your account

After one year from reaching a new tier status, your saved spend amount is removed from calculations. Your tier status is then determined solely by your valid purchases from the past year. If this amount qualifies you for a tier, that new amount becomes your Saved Spend Amount and the one-year period begins again.

Example Scenario:

• Customer reaches Gold tier on 1st June 2024 with $1000 spend (Saved Spend Amount = $1000)
• From 1st June 2024 until 1st June 2025, the customer spends $200
• Their tier calculation shows $1200 total, maintaining Gold status
• On 1st June 2025 (one year later from tier change date), the $1000 Saved Spend Amount is removed
• Only $200 qualifying saved spend amount remains, and the customer drops to Bronze tier

Yes! You're welcome to create a new account with your preferred email here. Once set up, email our Customer Service team at info@fila.com.au, and we can transfer all Rewards and order history to your new account.

We’re sorry to see you go! If you no longer want to be a member of FILA Rewards, you may deactivate or delete your account by sending an email to our Customer Service team at info@fila.com.au

Please note:

• You will no longer receive member benefits, and your current tier status will be deducted from your account.
• You will automatically be unsubscribed from FILA Rewards and FILA emails. We will still email you about any purchases you make online.

We accept all credit cards (including Visa, MasterCard, American Express), Paypal, Zip Pay, Apple Pay and Google Pay. For Australian customers, we also offer Afterpay.

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 assured that your credit card and bank account information is secure every time you make an order.

All of our pricing is in AUD (Australian Dollars).

Yes, our prices include GST and other taxes.

However, orders in AUD that 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 authorised service provider. FILA is not responsible for and will not reimburse any of these charges and duties.

Unfortunately, we do not accept orders over the phone. Your order must be placed either online or in-store.

You can check our Size Guide on each product page for measurements, garment sizes and international size conversions before you purchase.

If you are unsure about ywhich size to get, please contact our Customer Service team below and include:

• The product name
• The product link
• The size or colour, if applicable
• The specific measurement or dimension you need

We’ll do our best to check if this information is available.