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FAQ's

Search

How do I find the article I want to purchase in the online shop?

There are two options to find the article you want in the FILA online shop:

1. Use the main menu points “Women”, “Men”, “Kids“ and refine your search by additional filter criteria until you find the desired selection of articles.

2. Use our free text search and enter the article number (7-digit) or the product name, the product type, the trend or similar. We will then display all articles and information matching your search.

Order

Are the articles definitely available in the online shop?

In general, we do not offer anything we do not have in stock. That way you can be sure that you won’t have to wait long for your favourite article to arrive. Unfortunately, we are not able to guarantee additional deliveries once an article has been sold out. We would therefore advise you to secure your requested item immediately!



Is there a minimum order value in the FILA online shop?

No. There is no need to reach a minimum order value to be able to shop in the FILA online shop.

How can I order online at FILA?

1. Fill shopping basket
Start with selecting your requested article from our range and put it in the respective size or colour in the shopping basket. If you scroll with your mouse over the shopping basket symbol in the top right hand corner (mobile, the symbol is on the left hand corner), you will get an overview of all items in your shopping basket.

2. Proceed to checkout
You don’t want to add any other articles to your shopping basket? Then proceed to checkout! Just click on the checkout symbol.

3. Register / Login
If it has not happened yet, you are now asked to log in or to register.

If you are already registered as a customer, please enter your email address and your personal password. In case you have forgotten your password, you have now the opportunity of requesting a new one.

If you are new to our online shop, please register using your email address and by setting a personal password. Please complete the relevant fields in the form. All details concerning data protection are available here [link ‘Data protection’].

4. Delivery options
At FILA orders are delivered by Hermes and free of any charges.

Please note: deliveries to Hermes parcel shops are only possible with Hermes. Unfortunately, deliveries to packing stations are not possible. 

5. Payment method
Choose the payment method you favour. FILA provides you with four different options to pay for your order: credit card, PayPal, cash on delivery and sofortüberweisung.de.

6. Check your order
The order overview gives you the opportunity to check your details before sending off your order. In case you want to make any changes, please click on the “edit data” button.

To make the next order as easy as possible for customers, who have previously ordered from the FILA online shop, the settings you have made will be deposited in your profile and shown as default during your next purchase. Of course you have the opportunity to view, edit or delete your details at any time under “My account”.

7. Send order
By clicking on the button “BUY NOW” we accept your order. Afterwards, you will receive an email confirming your order.

Tip: If you change your mind and don’t want to purchase an article you have included in your order after all, you have the option of cancelling the item under “Your customer account”, provided the item has not been packed yet and you have not claimed any discount.

10. Delivery
We normally dispatch all orders within 48 hours starting from the next working day. As soon as we have transferred the items to the service provider you selected, we will inform you via service email.

Apart from that, you have the opportunity if tracking your current delivery status with the so-called "tracking number", which you will receive by email as part of the dispatch information.

Is there an upper limit for orders at the FILA online shop?

The upper limit for all orders and all methods of payment is € 500. An additional limit is applied to customers paying by invoice. The total amount for all open invoices may not exceed the € 500 limit.

Why do I have to register?

Once you are registered, FILA is able to offer you a number of benefits:

•    Use of a different delivery address.
•    Shorter order process from the 2nd order thanks to deposited details.
•    Overview of your previous orders in your customer account and the respective delivery and payment statuses.
•    Option to cancel items up to the point they are ready for dispatch.
•    Option to order free or charge returns yourself.
•    Option to save the prepared wish list.

I have forgotten my password. What do I do?

If you want to log into your customer account or during the order process and have forgotten your password than click on the “Forgot password” button. When the respective window opens please enter the email address you have used to register with FILA. We will then send an email to your inbox containing a link. If you click on the link, you can set a new password for your account.

What is a coupon code?

From time to time, FILA provides its customers with special offers, for example via the FILA Newsletter service. We will send you a specific code you can use to obtain exclusive offers, services or discounts. Just enter the code in the field “coupon code” and enjoy the benefits.

Please note: Only one coupon is redeemable per order.

How do I know whether my order has been successful?

FILA will send you an email order confirmation for each order you place. Apart from that you have the option of checking the current status of your order in your customer account. Should you have any other questions, please contact the FILA customer service:
kontakt@fila-eu.com 

Can prices change after I have placed my order?

The prices, which are displayed at the time you place your order are the prices relevant to you. Subsequent price changes do not affect your order.

Can I change my order once I have placed it?

After having sent your order, you have the option of cancelling articles yourself by going into your customer account. Please log into your customer account and open the relevant order. Next to each article is a cancel button, which you can click on to delete an article. However, this option is only available up to the moment your order is ready for dispatch. As soon as the order has been commissioned, this button is no longer available.

What can I do if I receive an error message?

For your order to be successful we need some of your personal details (e.g. name and address). All mandatory fields marked with an asterix (*) ask for details without which we are not able to fulfil your order. Apart from that, there are a number of voluntary details (e.g. your date of birth or telephone number), which either help us to communicate with you or support us in providing you with relevant offers. Should any error messages occur, please follow the respective instructions.

Should you receive error messages in another context or experience other technical problems in our online shop, please inform us by email kontakt@fila-eu.com .


Where do I find the General Terms and Conditions?

You will find our General Terms and Conditions under the relevant menu point at the end of the page. Apart from that, our General Terms and Conditions will be pointed out during the ordering process, where you will be provided with the relevant link, as it is not possible to place an order without acknowledging our General Terms and Conditions.

Payment

How can I pay at the FILA online shop?

The FILA online shop offers several options to pay your for order in a secure manner:

•    Credit card
•    PayPal
•    Cash on delivery
•    Sofortüberweisung.de
•    advance payment


Which credit cards can I use?

The FILA online shop accepts the following credit cards:

•    Visa
•    MasterCard

Your credit card will only be debited when your order is dispatched. In case of returning any items, the relevant amount will be credited to your card when they have arrived at our end.  

As an additional security measure we offer the 3D-Secure process “Verified by Visa” and “MasterCard SecureCode”. Once you have entered your Visa or MasterCard details into the order template, we will connect you to your credit card provider, where you can confirm your identity by means of a personal code. The credit card payment will only be carried out if your authentication has been successful. The purpose of this additional security level is to prevent the misuse of credits cards by stolen or duplicated cards.
    
For you own safety, we would recommend asking your credit card provider about the new 3D-Secure process and to register your card as soon as possible.

How does payment by cash on delivery work?

Cash on delivery is a type of cash payment. Payment is made on delivery of the order in cash to the parcel delivery service. Due to the increased effort, we have to charge an additional cash on delivery fee of € 2.50 for this payment method, which has already been included in the invoice amount. Please make sure that you have the exact invoice amount ready as the delivery services do not carry change.

Should you want to return any items you have received please let us know your bank details on the return form to enable us to pay the refund into your bank account.

Please note: please understand that the “Cash on delivery” payment method is not available if you opt for delivery to a Hermes parcel shop as the parcel shop owner is not able to make advance payments.

How does sofortüberweisung.de work?

sofortüberweisung.de is a direct bank transfer method at the high security level of online banking and TÜV certified data protection. Hence, it can be used by an holder of an online bank account.

That is how it works:
Within our order processes select sofortüberweisung.de as your preferred payment method and send your order. You are then directed to the TÜV certified, secure area of sofortüberweisung.de. The form displayed also contains all details from your order necessary to carry out the bank transfer. You enter the sort code of your bank and click on “next”. Similar to online banking you are then asked to enter your account number and the relevant PIN. Click on “next” again. Finally enter the TAN required for the transfer and confirm the transaction. Afterwards you are redirected to FILA for confirmation of your order.

Comprehensive information on the safety of sofortüberweisung.de is available here.

Can I pay by direct debit?

Unfortunately, the FILA online shop is not able to offer direct debiting. However, you have the option to use PayPal to pay by direct debit.

Can I redeem FILA vouchers?

Vouchers can be redeemed in form of at coupon code, during the checkout process at www.fila.de.

Will FILA carry out a credit check?

FILA does not carry out a credit check. However, FILA reserves the right to exclude customers from purchasing online if they were involved in fraudulent actions in the past. Orders exceeding a total volume of € 500 are not permitted in principle. Apart from that, we check whether the amount of unpaid invoices has reached the prescribed € 500 limit. In this case we are unable to accept any further orders.

Is paying in the FILA online shop secure?

The security of your data is FILA’s utmost priority. Your payment details are only used to process the payment of your order. FILA uses so-called SSL encryption (Secure Socket Layer) to transfer your personal data. You will find further information on this subject in the chapter “Technology” and in our data protection provisions.

In addition, we provide the new security methods "Verified by Visa" and "MasterCard SecureCode" for credit card payments.
For you own safety, we would recommend asking your credit card provider about using the new 3D-Secure process and to register your card as soon as possible.

What is PayPal?

PayPal is a Online payment service, which offers safe, fast and easy online-payments. PayPal is a subsidiary of eBay. But additional to eBay, you can, by now, also pay with PayPal in 20.000 Online-Shops in Germany and about 160.000 Shops in Europe. This also includes the  FILA Online-Shop.

This is how it works: You register for a PayPal-account and submit your data into your account once. Within the checkout process of the FILA online-shop you simply choose PayPal as your method of payment. After placing your order you just have to enter the equivalent PayPal eMail adress as well as your personal password and confirm the payment.

With PayPal you pay your orders without having to type in your bank account information or your credit card number (cause your data is deposited in your PayPal-account).

As soon as you click the "BUY"-button, your payment is only authorized. Your PayPal account will be charged as soon as the package is on the way to you and your account will be discharged, when your order is back in our warehouse.

In case you do not have a PayPal-account you can find further information here.


How does advance payment work?

If you choose "Advance Payment" within the checkout-process as your method of payment and submit your order, you will find the necessary bank information on the following order-confirmation site. Additionally you will find these information in the order-confirmation email. The invoiced amount should be transferred within 7 days to the specified account. As soon as the amount is transferred, we will send out your order. If the amount is not transferred within the time limit, we will cancel your order.

Delivery & Returns

Who delivers my items?

We want you to be satisfied with the delivery of your order. That is why FILA provides the delivery service Hermes.

Delivery through HERMES:

•    Up to 4 delivery attempts (notification card left in your letterbox).
•    Delivery Mon to Fri from 8 a.m. to 7 p.m.
•    Option to have parcels delivered to neighbours.
•    Choice of 14,000 parcel shops as alternative delivery address.
•    Free returns by collection at home or at a parcel shop.
•    Online tracking service (Track & Trace).

Do I have to pay delivery charges?

We at FILA do not believe in high delivery charges. That is why we keep costs - as usual - as reasonable as possible. Orders at the FILA online shop are in general free of charge.

Can I have my order delivered to any address?

FILA delivers all orders to any address you might choose. For example, you may have your order delivered to your office. Unfortunately, we cannot deliver to packing stations. Deliveries to Hermes parcel shops have to be carried out by our shipping partner Hermes.

When do I get my parcel?

We aim at delivering your required item as soon as possible. In general, we dispatch orders within 48 hours from the next working day (excluding weekends and holidays).

Please note: Hermes also delivers on Saturday.

Is an express delivery service available?

Currently express delivery is not yet possible. However, we are constantly aiming at improving our service for your convenience.

What happens if I am not at home?

Should you be a lot away from home we provide you with the option of having your order delivered to an alternative delivery address (e.g. to your workplace) or to a parcel shop.

Our delivery services will always make several attempts to deliver to the address you have provided.

Delivery through HERMES:

•    Up to 4 delivery attempts (notification card left in your letterbox).
•    Delivery Mon to Fri from 8 a.m. to 7 p.m.
•    Option to have parcels delivered to neighbours.
•    Choice of 14,000 parcel shops as alternative delivery address.
•    Free returns by collection at home or at a parcel shop.
•    Online tracking service (Track & Trace).

Can I have my items delivered at a specific time?

Deliveries at a specific time are currently not yet possible. However, we are constantly aiming at improving our service for your convenience.

What happens if the parcel could not yet be delivered?

In case that your parcel could not be delivered it will be returned to FILA. As soon as we have received your items, we will notify you by email.

Can I have my order delivered to a packing station?

Deliveries to a packing station are currently not yet possible. However, we are constantly aiming at improving our service for your convenience.

How can I return an article?

You have a simple option to return your items free of charge within 14 days.

•    Simply log in to your customer account and open the order details. You have the option of notifying us of your return and to print the label for your parcel. Our customer service will also be happy to assist you. Using our label you can return your items free of charge.
•    All items must be returned undamaged and in their original box. Please ensure that you enclose the completed return slip.
•    You can also return the parcel to one of the over 14,000 Hermes parcel shops. Address and opening hours of your parcel shops are available under www.myhermes.de.
•    If you would like your parcel to be collected from home, please contact our free FILA customer service.
•    Items, which were delivered by Hermes in accordance with your order, can only be returned to FILA by Hermes, as the return slips have been deposited in your customer account.

What should I take note of when returning items?

Please take note of the following:

•    All items must be in their original box and the completed return slip must be enclosed.
•    FILA cannot accept deliveries for which postage has not been or not fully paid and will return them to you at your expense.
•    Please retain proof of postage until the purchase price has been refunded.
•    In case of returned items, we do not refund delivery and payment fees.
•    In the event of complaints or discrepancies please contact our free customer service immediately.
•    Items, which were delivered by UPS or Hermes in accordance with your order, can only be returned to FILA by Hermes, as the return slips have been deposited in your customer account.  

How do I know that you have received my return delivery?

We will send you an email as soon as we have received the returned items.

Do I have to pay for returning items?

We provide your with a free return service. Please always notify your return via Hermes in your customer account or at the FILA customer service (kontakt@fila-eu.com), so that we can provide you with the label for your free return.

Can I exchange an item?

Exchanging items is not possible, but you always have to option of placing a new order in our online shop.

“How” and “when” do I get my money back?

If you return items via our shipping partner Hermes, we will refund you with the purchasing price on arrival of your items at our end. In case of payment by credit card the amount will be credited to your credit card. In case of payment by PayPal, the amount will be credited to your PayPal account. In case of payment by cash on delivery, please enter your bank details on the return form, so that we can transfer the money into your bank account.

Please note: delivery and payment charges will not be refunded.

My account

Why do I have to register?

Once you are registered, FILA is able to offer you a number of benefits:

•    Use of a different delivery address.
•    Shorter order process from the 2nd order thanks to deposited details.
•    Overview of your previous orders in your customer account and the respective delivery and payment statuses.
•    Option to cancel article up to the point it is ready for dispatch.
•    Option to order free or charge returns yourself.


How can I register?

You have the option at any time to register at the FILA online shop. You will find the register option with the order or under the menu point “My account” in the top right hand corner of the FILA online shop.

How can I log in?

Once you have put items into your shopping basket and proceed “to the cashout” you will automatically asked for your “Login”. Apart from that, you also have the option of logging in under “My account” in the top right hand corner of the FILA online shop.

I have forgotten my password. What do I do?

If you want to log into your customer account or during the order process and have forgotten your password than click on the “Forgot password” button. When the respective window opens please enter the email address you have used to register with FILA. We will then send an email to your inbox containing a personal link you can use to set up a new password.

What happens with my details?

We take the protection of your privacy very seriously. All data, we collect is treated by us in accordance with the legal provisions on data protection. That means we treat your data with strict confidentiality and do not make it available to third parties. If required, you will find more detailed information under the menu point “Technology” or under “Data protection”.

Can I change my details?

You have the option at any time to view and amend your details in your protected customer account (menu point “My account”). You also have the option of deleting your customer account completely.

Data protection + Technology

Is paying in the DEICHMANN online shop secure?

The security of your data is FILA’s utmost priority. Your payment details are only used to process the payment of items ordered from FILA. FILA uses so-called SSL encryption (Secure Socket Layer) to transfer your personal data, such as your payment details.

As an additional security measure we offer the 3D-Secure process “Verified by Visa” and “MasterCard SecureCode”. Once you have entered your Visa or MasterCard details into the order template, we will connect you to your credit card provider, where you can confirm your identity by means of a personal code. The credit card payment will only be carried out if your authentication has been successful. The purpose of this additional security level is to prevent the misuse of credits cards by stolen or duplicated cards.

For you own safety, we would recommend asking your credit card provider about using the new 3D-Secure process and to register your card as soon as possible.

What is SSL encryption?

SSL is a modern internet security standard with two main objectives:
The authentication (establishing the identity) of stations communicating with each other and the guarantee of the confidentiality of data (encryption). FILA uses SSL ("Secure Socket Layer") to transfer personal data. SSL is a system developed by Netscape, which is supported by all modern browsers.

The WWW server (e.g. http://www.fila.de) is equipped with an electronic ID card (digital certificate), which is issued by an official certification authority (e.g. www.trustcenter.de. Based on this certificate, the browser is able to check at any time the affiliation of the WWW server to a company. Afterwards all data, which are transmitted between you and us, are encrypted in such a way that no third party is able to read or change this data.

For this purpose, our WWW server and your browser use a secret code, which only applies to this one meeting and which can no longer be used in future. That way, the confidentiality of your personal data is guaranteed. You can recognise this secure transmission by a key symbol in your browser. Internet pages, which contain encrypted contents state "https" instead of "http" in their address.

Why is the page so slow on my computer?

Based on the technical framework conditions of transmitting data on the internet, the data transmission speeds, which are responsible for uploading pages, vary to a large extent. Data transmission depends on the access medium used by you (e.g. modem, ISDN card, cable modem, leased line), your internet service provider, the capacity of the data network in general and not least on the capacity of the FILA system itself.

Should the website download very slowly or not at all, please contact us by email: kontakt@fila-eu.com

What do I do when I receive an error message?

For your order to be successful we need some information, such as your name and address. All mandatory fields marked with an asterix (*) ask for details without which we are not able to fulfil your order. Apart from that, there are a number of voluntary details (e.g. your date of birth or telephone number), which either help us to communicate with you or support us in providing you with relevant offers. Should any error messages occur, please follow the respective instructions.

Should you receive error messages in another context or experience other technical problems, please contact us either by email addressed to customer kontakt@fila-eu.com . It would be ideal if you copied the exact wording of the error message so that we can provide targeted support.

How can I print the current page?

In general, you can print every page within FILA via the print function of your browser or by using the key combination Ctrl + P. We have prepared print optimised pages at many important points. Simply click on the print option provided. This will take you to the print optimised page, which you can print via the print function of your browser or by using the key combination Ctrl + P. Should your browser support JavaScript, this function is partly automated.