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FAQ's

Returns & Refunds

How do I return my order?

You want to return an article?
No problem. You can return the item to us within 30 days of the delivery date.

Registered customers can download and print out the return sticker from their customer account. If you have not received a return sticker, please contact our customer service.

If you do not come from Germany, the direct return costs must be borne by you. Please send the goods to:

  D/O Marken + Lizenzen GmbH
  FILA
  Jahnstr. 59
  06766 Bitterfeld-Wolfen
  Germany


Instruction - returns by post:

  1. Fill in the return form by hand and place it into the parcel.
  2. Attach a valid shipping label to your parcel.
  3. Drop off the parcel at your nearest post office.
  4. You should receive a return receipt. Please keep hold of this as it’s your proof of refund.
  5. As soon as the return has been received and checked by us, you will receive a refund for the payment method within 14 days.

What do I have to consider when sending the return?

  • Items must be intact, unworn and undamaged in the original packaging to be returned.
  • You have 30 days to return your unworn items.
  • Please note, however, that we do not accept unfree packages.

30 days right of return

You can return an item to us within 30 days.
Please make sure that the items are unworn and returned with the labels attached.

When will I receive my refund?

Refunds are usually made within 14 days of receipt and booking of the return and are made using the deposited payment method.

I have not received confirmation that my return has arrived?

A confirmation of the return receipt will only take place after the return has been processed by us. This may take a few days depending on the number of returns. Therefore, we need a little time, even if it is already stated in the shipment tracking that the return has arrived with us.

How does the refund take place?
The refund will be made according to the payment option you have used for the respective order:

  • PayPal: The refund will be credited to the PayPal account you used. With PayPal you then have the possibility to transfer the money to your bank account.
  • Credit Card: The refund will be charged back to your credit card account. The refund can be seen on your credit card statement.
  • Klarna Sofort: The credit is made to the reference account that you have deposited with sofortueberweisung.de. 
  • Cash-in-Advance: The credit will be transferred to the IBAN bank account you used to pay the order.
  • C.O.D.: The money will be transferred to the IBAN account you specified. If you do not have left an IBAN account on the return slip, please contact our customer service.

How do I get a return sticker?

Returns within Germany:
Customers from Germany use the enclosed free return sticker. Registered customers can download and print the returns sticker from their customer account. Otherwise please contact our customer service who will provide you with a return label.

Returns outside Germany:
Please send the package back to our warehouse at your own expense:

  D/O Marken + Lizenzen GmbH
  FILA
  Jahnstr. 59
  06766 Bitterfeld-Wolfen
  Germany

Do I have to pay for the return shipment?

Returns within Germany that are sent with our return sticker are free of charge. If, however, you are not using or return sticker, you have to pay for the return.

For returns outside Germany, you will unfortunately have to pay the direct return costs.

Please note that we do not accept unfree parcels and they will be returned to you at your cost.

Where can I hand in my return package?

Returns within Germany:
With the enclosed return sticker you can send your goods back to us within 30 days free of charge. You can return your items via: DHL shops and packing stations.

Returns outside Germany:
You can return the goods to a shipping company of your choice. Please note, however, that you will unfortunately have to pay the immediate return costs.

How do I find out if the return has arrived?
As soon as the return has been processed in our warehouse, we will inform you by e-mail. Please note that it takes a few days after receipt of the goods until we have checked the return. Therefore, it is possible that the return confirmation is still missing, although there is already an entry in our Returns Center in the shipment tracking.

How can I exchange an item?

In our online shop a direct exchange is unfortunately not possible for billing reasons. We have to ask you to place a new order and return the first order to us. As soon as the return has been received and processed by us, you will receive a refund within 14 days.

The desired product is now sold out:
Many of our items are seasonal products and are unfortunately only available for a limited period. However, some products receive a residual stock after some time. You are welcome to subscribe to our newsletter or visit our online shop regularly.

Information about the newsletter can be found here:

To which address do I have to send the return?

For returns within Germany you should use our returns sticker. This will return the goods to the correct address free of charge.

For sendings within the European Union: Please send the package back to our warehouse at your own expense:

  D/O Marken+Lizenzen GmbH
  FILA
  Jahnstr. 59
  06766 Bitterfeld-Wolfen
  Germany

Order

Can I change or cancel my order afterwards?

After submitting your order, you have the option to cancel items in your customer account yourself. Log in to your customer account and open the corresponding order. Behind each item you will find a cancellation button, which you can use to delete the item from your order. This option is only valid, as long as the articles have not yet been packed. As soon as the order is picked, this button is omitted.

The order can no longer be cancelled:
As soon as the package is ready for dispatch, the possibility of a cancellation is omitted.

My order was cancelled unintentionally:
We are sorry for that. In rare cases it happens that articles are already sold out, although these are still displayed in the shop. Our system will then automatically cancel the order.

Can I change my delivery address afterwards?
As soon as the order has been completed, the delivery and billing address for the order can no longer be changed.

I am not at home at the time of delivery, can I subsequently enter a desired location?
As soon as your parcel is shipped, we can’t change the entered order details. Please use the tracking number to set your desired delivery location or delivery time. When shipping within Germany you can, however, specify a desired location with DHL. You can find more information in DHL's shipment tracking or here.

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

In our online-shop no minimum order value must be reached. However, we have a maximum order value. Orders on www.fila.de are possible up to a total volume of 1.500 € (cash on delivery orders: 500 €).

I would like to place a order for more than 1.500 €:
In case of a bulk order (e.g. for a sports club) you can contact our customer service. They will forward the request internally.

Can there be price changes after the order?

The prices displayed at the time of your order are the relevant prices for you. Subsequent price changes do not affect your order.

I’ve received a wrong item?

We sent you the wrong item? We are so sorry!

Please inform our customer service about the mistake. We will then investigate how the error occurred.

Please return the item to us. As soon as we have received and processed the return, you will receive a refund within 14 days.

Can you resend the originally ordered item to me?
Unfortunately it is not possible to reship the item immediately. In this case we have to ask you to re-order the item you would like to receive.

How can I cancel a purchase at FILA?

You will find all details about the cancellation and return conditions in our general terms and conditions under the point "cancellation policy".

What do I do if my desired product is already sold out?

Many of our articles are seasonal products, which unfortunately are only available for a certain period of time. However, some products receive a restock after a certain period of time. You are welcome to subscribe to our newsletter to receive the latest news about our product range.

Information about the newsletter can be found here.

Do I have the possibility to save products on a wish list?

Registered customers can add items to their shopping cart. The articles are stored there for you, even if you log out. The desired items will be saved for you until you have completed your purchase.

How do I know that my order was successful?

After each order you will receive a confirmation of receipt from FILA.de by e-mail. In addition, as a registered customer you have the possibility to view the current status of your order in your customer account.

For orders with a guest account, you will only receive confirmation of receipt by e-mail. However, the e-mail can only reach you if your e-mail address has been entered correctly.

If you have further questions regarding your order, please send contact our customer service.

Shipping & Delivery

To which countries does FILA deliver?

Currently our online shop only offers shipping within Germany.

If you live outside the EU, other official FILA online shops can be used. You can find them under the following link.

How does the shipment take place at FILA?

Shipping within Germany:
In order to guarantee a fast and trouble-free delivery, FILA delivers with DHL:

  • Delivery Mo. to Sa. from 8 to 20 o'clock
  • 2.500 packing stations and several thousand post offices as alternative delivery addresses
  • Deposit of your shipment at the desired location or at the desired neighbor (can be booked free of charge via paket.de)

Delivery to a DHL post office or DHL packing stations?

For orders within Germany, you can also have the parcel delivered to a DHL post office or a DHL packing station. You can choose the delivery options within the order process.

Where is my package located?

As a rule our dispatch takes 1-3 working days. We hand over the order at the latest within 48 hours starting from the next working day to our dispatch service provider.

As soon as your parcel has been shipped, you will receive a shipping confirmation by e-mail. There you will find the shipment number with which you can track the shipment process at DHL at any time.

Why is my parcel not yet on its way to me?
Basically we try to ship orders as soon as possible. In case you have chosen the payment option "cash in advance", the order will only be shipped after receipt of payment. This can take a few days, depending on your bank details.

Can I change the delivery (time, place) of the parcel after it has been shipped?
After delivery to DHL we have unfortunately no more possibility to change the delivery. In most cases, however, it is possible to make a change via DHL. You can find more information in the DHL shipment tracking section.

What happens if the parcel could not be delivered?
In case of a failed delivery within Germany, your parcel will be deposited in a DHL branch or in a DHL parcel shop. There you can pick up the parcel yourself within seven working days. After the deadline has passed, the parcel will be returned to us and we will inform you by e-mail about the receipt of the return as well as about the refund procedure.

My package is still not there, although it was shipped a long time ago.
We would kindly ask you to check the tracking information and your letterbox. The parcel may have been deposited with your neighbour or in a DHL parcel shop because you were not there during delivery. If this is not the case and the shipping status at DHL has not changed for some time, please contact our customer service.

Do I have to pay delivery costs?

Shipping & Returns within Germany is free of charge.

Does FILA offer express shipping?

Express shipping is currently not possible. However, we will continue to expand our service in your interest.

I received a damaged package, what now?

You received a damaged parcel?
We're sorry about that - but we hope that your ordered items arrived intact and complete despite the package damage. If only the package was damaged and you still want to return something from your order, please consider the following information.

What happens if the parcel could not be delivered?

In case of a failed delivery within Germany, your parcel will be deposited in a DHL branch or in a DHL parcel shop. There you can pick up the parcel yourself within seven working days. After the deadline has expired, the package will be returned to us and we will inform you by e-mail about the receipt of the return as well as about the procedure of the refund.

My package is still not there, although it was shipped a long time ago.

We would like to ask you to check the tracking and your mailbox. Possibly the package was deposited with your neighbor or with the respective shipping service provider, because you were not there during the delivery. If this is not the case and the shipping status has not changed for some time, please contact our customer service.

Payment

What payment options do we offer?

The FILA.de online shop offers you various ways to pay for your order securely:

  • Paypal
  • Credit card (Visa, Mastercard)
  • Klarna Sofortüberweisung
  • Cash in Advance
  • Cash on Delivery (COD)

How do I receive my billing documents?

The invoice documents will be sent to you by e-mail after your order has been shipped. As a registered customer, you can also view or change information about the billing or delivery address in your customer account.

If you no longer have access to the invoice documents, please contact our customer service.

Payment via PayPal

If you want to pay via PayPal, you will be redirected to PayPal after selecting the payment method. If you already have a PayPal account, you can log in there with your user data and enter your email address and personal password in the appropriate PayPal mask and confirm the payment. The receipt of payment is usually booked within a few minutes and your order will be processed immediately.

If you do not yet have a PayPal account, you can inform yourself here.

After a return:
When you return items to us, they will be credited to your PayPal account. There you have the possibility to transfer the amount back to your bank account.

Payment by credit card

We accept the following credit cards in the FILA.de online shop:
  • Visa Card
  • Master Card
As soon as you click the "Buy" button on the order overview page, your payment will initially only be authorised. The credit card will only be charged when the parcel is shipped.

After a return:
In the case of a return, the corresponding amount will be credited to you at the time the goods arrive at our premises.

Security:
As an additional security measure we offer the 3-D-Secure procedures "Verified by Visa" and "MasterCardSecureCode". After you have entered the credit card number of your VISA or MasterCard in the order form, we will establish a connection to your card issuer so that you can confirm your identity by means of a code. Only after successful authentication will the credit card payment be executed. This additional security level is designed to prevent credit card misuse by stolen or duplicated cards.

For your own security, please check with your card issuing bank oabout the use of the new 3-D Secure procedure and at best register your card right away.

Cash in advance

If you pay by cash in advance, you will receive an e-mail after successful completion of the order, which shows you the necessary account and reference data.

As soon as we have received your payment, your desired items will be shipped and will remain reserved for you until payment is received. Please note that, depending on the bank, it may take about 3-5 working days for the payment to be credited to our account. The invoice amount should therefore be transferred to the specified account within 7 days. If the amount is not credited to our account after the deadline, we will cancel your order.

Hints:
  • Please check carefully whether you have deposited our bank details correctly.
  • Your order number must be indicated as the reason for payment.
  • If you have any problems with your payment, please contact our customer service department

Our bank details:
PayeeD/O Marken + Lizenzen GmbH
BankDeutsche Bank AG Essen
Reference no.
Deine Bestellnummer
IBANDE25 3607 0050 0346 0441 00
BICDEUTDEDEXXX

After a return:
In the case of a return, the corresponding amount will be credited to you at the time the goods arrive at our premises. The refund will be made to the bank account from which you transferred the money.

Payment by Klarna sofortueberweisung

Choose sofortüberweisung.de as payment method within our order process and send the order. You will then be transferred to the TÜV certified, secure area of sofortüberweisung.de. The form displayed there already contains all the information from your order necessary for the transfer. You enter the bank code number of your bank and then click on "Next". You will also be asked to enter your account number and the corresponding PIN - similar to online banking. Click "Next" again. Finally, enter the TAN required for the transfer and confirm the transaction. The debit will be made immediately. FILA.de will then receive you again for the order confirmation.

You can find extensive information about the security of sofortüberweisung.de here.

After a return:
In the case of a return, the corresponding amount will be credited to you at the time the goods arrive at our premises. The refund will be made to the bank account you used for the transfer.

Payment by cash on delivery

Payment by cash on delivery is only possible within Germany. It takes place only with delivery of the order and must be handed over directly in cash to the parcel deliverer. With this method of payment, we must charge an additional COD fee of 6.50 €, which is already included in the invoice amount, due to increased expenses. Please make sure that you have the invoice amount ready, as the deliverers generally do not have change.

Please understand that the payment option "cash on delivery" is not available if you wish the delivery to a DHL packing station or a DHL branch.

Notes on return:
If you want to return received items, please inform us of your bank details on the return receipt so that we can transfer the corresponding amount to the desired account.

I have received a payment reminder, what do I have to do?

The payment reminder will be sent automatically one week after your order if no payment has been received from you yet.

If you have not yet paid, we ask you to pay the unpaid invoice as soon as possible and to transfer the outstanding invoice amount stating the following information:

Our bank details:

PayeeD/O Marken + Lizenzen GmbH
BankDeutsche Bank AG Essen
Reference no.
Deine Bestellnummer
IBANDE25 3607 0050 0346 0441 00
BICDEUTDEDEXXX

If the amount is not credited to our account after the deadline, we will cancel your order.

Why do I receive a payment reminder even though I have already transferred money?
Since the payment reminder is an automated process, it can happen that the e-mail reaches you, although you have already transferred a long time ago. This is because, depending on the bank, it takes about 3-5 working days for the payment to be booked with us. However, your desired goods will be reserved for you and shipped after the payment has been booked.



How do I know if my payment was successful?

As soon as your payment has been booked with us, the order is picked by us and handed over to the shipping department. Shortly thereafter you will receive a shipping confirmation by e-mail including information on tracking and tracing.

I ordered a long time ago and have not received a shipping confirmation:
Basically we try to ship the orders as soon as possible. Please note that for prepayment orders it takes about 3-5 working days, depending on the bank, until the payment is booked with us. Therefore it can come to delays of the dispatch.

In addition, it can happen that our e-mail with the shipping confirmation unfortunately does not reach you. This can have the following reasons:

  1. The e-mail address was incorrectly stored
  2. Your e-mail address will be blocked by our SPAM filter.
  3. The e-mail is in your SPAM folder.

If you have not received a shipping confirmation, as a registered customer you can view the status of your order within your customer account.

If you have ordered as a guest and have not received any information about the status of your order after a longer period of time, please contact our customer service.

Is a credit assessment carried out?

FILA.de does not carry out a credit check. However, FILA.de reserves the right to exclude customers from online purchases, provided that these have been
of an attempted fraud.

In principle, orders up to a total volume of 1500 € (cash on delivery: 500 €) are permitted. In addition, it is checked whether the sum of the outstanding invoice amounts reaches a prescribed upper limit. In this case we unfortunately cannot accept any further orders.



My Account

How can I create a customer account with FILA?

You can register in the FILA.de online shop at any time.
You will find the registration either within the order or under the Menu item "My account" at the top right of the online shop (to the right of the search bar).

Why should I register?
The registration at FILA.de offers you some advantages:

  • Use of a different delivery address.
  • Shortened ordering process from the 2nd order onwards thanks to stored data.
  • Overview of your order history.
  • Possibility to print out the return sticker for returns within Germany yourself

What happens to my data?

We take the protection of your privacy very seriously. All data that we collect from you will be treated in accordance with the statutory provisions on data protection.

This means that your data will be treated as strictly confidential and will not be passed on to third parties. If you would like more detailed information, you can find it here.


How can I delete my account?

To have your account deleted, please contact our customer service. They will delete your account if there are no more outstanding payments or deliveries.

How do I change my user data?

You can correct or change various data in your customer account. Please call up your customer account by clicking on the symbol next to the search bar in the upper right corner (desktop version). If you access our site via a mobile device (mobile phone, Ipad, etc.), please click on the menu field in the upper right corner.

  • Delivery address: Under "Delivery address" you can change or add all information to the delivery address. You can also create DHL packing stations or post offices to which your orders are to be delivered.
  • Billing address: You can also change your billing address in your customer account.
  • User data: To change your phone number, password or e-mail address, please click on "User data" in your customer account.

Forgot your password?

If you would like to log in to your customer account or within your order and have forgotten your password, please click on the button "Forgot password". In the following window please enter the e-mail address with which you are registered at FILA.de. We will then send you an e-mail with a link to your mailbox. There you can set a new password for your account.

Newsletter

How can I subscribe to the FILA Newsletter?

Use the FILA Newsletter and regularly receive information about current offers and benefit from great advantages.

Simply click on "Request newsletter" at the bottom of the homepage and enter your e-mail address. Otherwise you can also subscribe to the newsletter via the following link.

To ensure that no one else has entered your e-mail address, you will then receive an e-mail with a confirmation link. Only with a click on this link we can consider you for our newsletter. Register now for the FILA-Newsletter!

Why do I not receive a newsletter, although I have registered for it?
Basically the newsletters are sent in irregular intervals, so that it can happen that no newsletter was sent over a longer period of time.
In addition, it can happen that our newsletters end up in your SPAM folder if they have been marked as SPAM by you or the system.

How can I unsubscribe from the FILA Newsletter?

You don't want to use the FILA Newsletter anymore or you want to suspend it for a while? Then you have the following options:

  1. In a FILA newsletter e-mail, click on the link at the bottom to the newsletter page and unsubscribe there.
  2. Open our newsletter page. Here you can also unsubscribe from the newsletter.

Contact Us

How can I reach you?

You can reach us by e-mail at service@fila.de. Our customer service tries to help you as fast as possible and usually answers within 1-2 working days. Please note that there may be small delays in special cases.

At the moment we are not able to offer customer service by phone.

Complaint

How can I complain about a FILA product?

Your FILA article is defective or damaged? We are sorry.

Please note the following general conditions:

I have purchased a FILA product in the FILA Online Shop and I have got a complain about it. What do I have to consider?
Please send us an e-mail via our contact form, which contains the following information:
  1. Order number or contact details (which were used for the order)
  2. Reason for complaint
  3. Photo of the damaged item

This allows our customer service to examine the complaint in the best possible way and will then provide you with the necessary complaint documents.

However, we reserve the right to reject unjustified and unfounded complaints.

I have purchased a FILA product from a retailer. What do I have to consider?
In this case we have to ask you to contact the dealer where you bought the product.

We are licensees for parts of the European market and not the brand owner, so we are only allowed to process complaints concerning orders in our online shop.
If the product was purchased from a retailer that is part of our network, they will process your complaint. Please contact the online presence of the respective customer service.

For products that come from another FILA licensee (e.g. FILA Great Britain, FILA USA etc.), you would also have to contact the dealer customer service.

I have glasses, a watch or inline skates of the brand FILA and would like to complain about them. What do I have to consider?

We are only a licensee for FILA apparel, shoes and accessories.
For all requests regarding glasses, watches or inline skates, please contact
the following contact persons:

Vouchers and discounts

Promotion vouchers and discount codes

From time to time FILA offers its customers discounts, e.g. through the newsletter or in cooperation with partner companies. In addition, you will receive a discount code with which you can secure exclusive offers. Simply enter the code into the field "Enter discount code" within the order process in the shopping cart and enjoy the benefits.
Attention: Only one discount code can be redeemed per order.

Terms of use for discount codes

  • Period of validity: Discount codes have a limited validity period, which is usually indicated in connection with the offer. If you received the discount code by email, you will usually be notified of the validity period.
  • Minimum order value: Discount codes may have a minimum order value. This is always stated in connection with the discount. If you have received the discount code by e-mail, you will usually be informed about the minimum order value.
  • Limited product selection: Promotional vouchers or discounts may be linked to specific products, campaigns or categories.
  • Can be used once only: Some discount codes can only be used once, after which the voucher code can no longer be redeemed. You will receive information about the applicability in connection with the discount campaign. 
  • Credit it retrospectively: A subsequent crediting of the discount code to a completed order is not possible. 
  • Combine vouchers: Only one discount code can be redeemed per order.

Can I buy gift vouchers at FILA?

We are currently unable to offer you any gift vouchers.