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We want to ensure you’re satisfied with your purchase from us. If an item is not quite right for you, FILA will happily assist with an exchange or refund.

Here are some things you need to know before you get started:

• Return postage for change-of-mind or incorrect purchases is at the customer's expense. 
• Your item(s) must be unworn, in their original packaging and suitable for resale.
• Your item(s) must be unwashed/unaltered and with all original tags attached.
• Some items cannot be returned for health and hygiene purposes or other reasons. This information will be indicated on the product page when this applies.

• Your return request must be submitted via our Returns portal within 30 days of the purchase date, and the item must be returned within 30 days of the approval date.
• If the original packaging is damaged or deemed unsellable (including damage from water, sticky tape or postal labels), we may be unable to accept your return, and it will be sent back to you.

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Online

STEP 1: Submit Your Request

• CLICK HERE to visit our Returns Portal.
• Include your order number and the reason when you submit your request. 

STEP 2: Request Approval

• Our Customer Service team will review your request.
• If approved, you will receive an email with a link to purchase your $15 return shipping label.
• If your request is not approved, you will receive an email explaining the reason or requesting additional information.

STEP 3: Packaging Your Return/Exchange

• You will receive another email with your paid return shipping label and a return form.
• Ensure you pack your item(s) inside your original satchel, including the completed return form.
• Visit an Australia Post office to send your return.

*PLEASE NOTE: Shoe boxes must be free of any tape, stickers, or packaging labels applied directly to the carton. Any returns received in this condition will not be accepted and will be sent back to you.

STEP 4: Receiving Your Return (Refund)

• Once we have received and approved your return, we will process your refund via your original payment method.
• We will notify you via email once we have initiated the refund.
• Depending on the payment provider, it may take up to an additional 10 business days for the funds to appear in your account.
• Your refund will include the value of the returned items. Original and return shipping fees are non-refundable.

STEP 4: Receiving Your Return (Exchange)

• Once we have received and approved your exchange, we will send out your replacement as soon as possible and email you with tracking information.
• Exchanges are subject to stock availability, and if your requested item is unavailable, we will process a refund instead.

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In-Store

Exchanges can be provided for online purchases at any FILA retail location in Australia.

Here are some things to know before you visit:

• CLICK HERE to see the list of our FILA retail Australia stores
• Exchanges must be made within 30 days of the purchase date.
• Please bring your order invoice/proof of purchase as well as the item(s) you wish to exchange
• Your original item(s) must be unworn, have all original tags attached, and be suitable for resale.
• If your new item costs more, you'll need to pay the difference.
• If your new item costs less, you'll receive the remaining balance as an in-store credit voucher.
• Exchanges are for the value of the merchandise only and do not include shipping charges.
• If you cannot find an item to exchange and wish to return your original item(s), this can only be processed online.

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Faulty Products

If you believe you have received a faulty / damaged item, CLICK HERE to submit a request through our Returns Portal within 30 days of receiving your order and select "The product is faulty" as the reason. 

Please include:

• At least 2x clear, well-lit photos of the item(s)
• A detailed description of the fault

Our Customer Support Team will review your claim and notify you of the outcome. If approved, we will email you with return instructions. If more information is required or your claim isn’t approved, our team will contact you by email.

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Important Information

• Please allow up to 14 days from the date you post your return for us to receive your parcel.
• We are not responsible for returned goods lost in transit, and we advise sending items via our $15 returns label or using registered post with tracking.
• We only accept returns purchased at Australian FILA retail stores or fila.com.au.
• Products purchased from authorised FILA stockists must be returned to the original place of purchase and are subject to that retailer's returns policy.