FILA FAQ

Delivery Services

Please note that we do not ship to customers outside of the EU. We have, therefore, programmed our website to prevent customers placing orders to these destination.

Please accept our apologies for any inconvenience this may cause.

We aim to deliver all orders within 3 - 5 working days. The service is only available in our courier areas and is subject to stock availability.

  • Delivery times cannot be guaranteed in the event of unforeseen circumstances such as adverse weather conditions.
  • Please note we can not cancel an order or change a delivery address once the the parcel has been dispatched.

    All items must be signed for. Please ensure that you, or someone known by you is available to sign for the parcel. Should there be no one available to sign for your parcel, DPD will attempt delivery with a neighbour or leave it in a safe place. Should neither of these options be available to the courier you parcel will be taken back to their local depot and they will leave you a calling card for you to contact them to arrange for re-delivery or to collect from their depot. After two unsuccessful deliveries, your item will be returned to Fila and an additional delivery charge will be charged to have the item re-delivered.

    Free Delivery

    We offer free delivery on all UK orders over £50.

    How long will it take to arrive?

    When you place an order, we'll estimate dispatch and delivery dates for you based on the availability of your items and delivery options you choose. After placing your order, you'll be able to find dispatch and delivery date estimates in the order confirmation e-mail and in the order summary.

    Remember to check availabilities carefully if you order more than one item, as you won't receive anything until all the items are available. In the case of pre-order or long availability items, it's recommended that you request separate deliveries as items become available (at extra postage cost).

    Payment

    All payments taken on Fila.co.uk are processed by a secure payment gateway. What this means is that none of your credit card details are held on our server and are therefore safe.

    Should you need to contact us to amend an order or reorder, then we will need to take your payment details again.

    Updating your account

    If you already have an account on Fila.co.uk then you can check and update your delivery address and other account information from your account area.

    If you did not create an account when placing your order and need to amend delivery details, contact us with your order number. You can use our online form or call during office hours.

    Got a Problem with a Delivery?

    If your order hasn't arrived or you have got other problems with your delivery, please check the following:

    If you recently placed an order and you're wondering why you haven't received it yet, you should first check whether we've dispatched it to you.

    When ordering from Fila.co.uk you are given the option of creating an account. If you created an account then you can access your previous orders online by clicking here.

    If you can't find the order in Your Account, it may be that you didn't place it. Click “View Basket” at the top of any page and see if the items you wanted to order are still there. If they are, click the “Proceed to Checkout” button and place your order. If you can't find the order in Your Account or in your shopping basket, please check whether you have ordered using a different e-mail address, or the same e-mail address with a different password.

    What does my order status mean?

    Not Yet Dispatched

    This means your order hasn't yet entered the dispatch process. If there are items with different availabilities (for example – in stock and 4 weeks), everything will be sent to you when the entire order is ready, unless you opted to have items sent to you as they become available (at extra postage cost) when you placed the order.

    Dispatching Soon

    This means your order has entered the dispatch process. It will leave our fulfilment centre as soon as it is ready, usually within the next 24 hours. You cannot change or cancel an order once it has entered the dispatch process.

    Recently dispatched

    This means your order left our fulfilment centre on the date specified. Despite our efforts, there can sometimes be unforeseen delivery delays. Please wait three days after the estimated delivery date before contacting us about a missing order.

    If you do not have an account and would like to find out about a previous order, please contact us with your order number. You can contact us online or you can call during office hours.

    Our Refunds Policy

    Our refunds policy does not affect your statutory rights. Some notes about refunds:

    Our Returns Support Centre will guide you through our Returns policy and provide you with a printable, personalized return label.

    How Refunds Are Calculated

    If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us.

    Fila.co.uk will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the items and to recover our fees and expenses from you.

    When you are returning an item within 14 days from your purchase, we will refund only the cost of the item. We will not refund the cost of delivery charge.

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