Frequently Asked Questions

Payment Methods

We accept the following payment methods:

How to calculate the duties and taxes?

FILA has no control over these charges and we cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. For details, you may refer to the Shipping & Delivery .

 


How to track the order status?

Log in as a FILA member, and you will go to “My Order” page to review your order status and detail.

Modifying Orders

If you want to amend any information about your order “placed but not paid”, you can cancel such order and place a new order with correct information. Once your order is in “In Transit” status,it cannot be canceled but you may contact our customer service to process the return and refund.Additionally, you can place a new order with correct information for your favorite products.

Cancelling Orders

Order not yet been paid : you can cancel such order within 6 hours of submitting it, otherwise, such order will be automatically canceled after 6 hours.


Can I amend the color, size, shipping address, contact number or other information of my order?

Once the order is delivered, you are not allow to make changes. You may cancel the wrong order and place a new order with correct information.

If the order is paid, please contact the customer service staff of FILA HK Official site. FILA.com.hk to check whether you can amend the order.


How much will the delivery cost?

We offer free shipping on all orders delivered to Hong Kong.

 

Shipping Rates

Free shipping for order over $HKD

Shipping charge per order for order below minimum threshold in $HKD

Hong Kong SAR, China

Free

Free

Macau SAR, China

$499

$90

Mainland China

$1,300

$220



When will the products be shipped?

The scope of delivery is currently limited to Hong Kong SAR, Macau SAR, Singapore and Mainland China only.

 

Country/Region

Delivery Time

Hong Kong SAR, China
(Commercial and residential area)

Excepted to arrive 2-4 working days

Hong Kong SAR, China
(The outlying island areas)

Excepted to arrive 3-5 working days

Macau SAR, China

Excepted to arrive 4-6 working days

Mainland China

Excepted to arrive 6-10 working days

 

If we are unable to contact you for two consecutive delivery, we will keep the products in our warehouse for 2 months.

If we still cannot reach you after 2 months, your payment will be refunded to your account after deducting the shipping and delivery cost.

 

Special Reminder

Pre-sale and some special editions products may not apply to the above delivery lead time, FILA customer service team will inform you accordingly.

During peak periods, due to the high volume of orders, it may affect the delivery time. Please understand that if you have not received the products long time after receiving the shipping confirmation, please wait patiently or contact the courier company.

We will try our best to deliver the products within the above estimated delivery lead time.

In case of special circumstances (such as warehouse stock take, holidays), weather, manpower and other factors leading to delayed delivery or extended delivery time, we will notify the customer in advance.

If the shipping address or information you leave is incorrect or not completed, it will directly lead to the failure to deliver or delay the delivery time.

If one or more of the items you ordered are out of stock or there are other conditions that cannot be delivered, Customer Service team will contact you in time and proceed with the subsequent cancellation of the order and refund process.

Can I change the shipping methods?

Sorry, we could not make any changes on your order, including the shipping methods. If you need to change the shipping method, you can:

1.  Cancel the order “placed but not yet paid” and place a new order to select a proper shipping method.

2.  If the order has been paid, please contact our customer service staff to check whether the amendment is feasible.

 


Not sure which size would fit you best?

Product size varies by different products design, please refer to the product page for specific product size information.


Can the payment un-refunded be used to offset against a new order?

Sorry, your refund cannot be used to offset against a new order. Please wait for the refund with patience!

 

How long will it take for the refund process?

If you made an on-line payment, the amount will be refunded normally to your payment account within 10-15 business days after we receive the product returned from you. (the actual date when the money is credited to your account shall be subject to the business processing cycle of the bank)


What to do if I find that the product received is not the product I ordered after I take delivery?

If the product received is found to be inconsistent with the placed order, you can reject the product on site or accept the product and contact our customer service staff to deal with the problem with 7 days refund & return period.

Which account the money will be refunded to?

If you made an online payment, the refund will be made to the account used for your payment.

 


Under what circumstances the products are “sold out”?

A product is “sold out” on FILA website under the following circumstances:

    When you add a product to your shopping cart, the size you select is sold out.

 

    You did not complete placing the order within the short retention period for the product.

In rare occasions, the product is sold out after you place the order. In such case, we will send you an email to notify you the situation. Other products on your purchase order will be delivered accordingly. We will not charge any fees for the products that have been sold out. Please contact us if you have any further questions regarding products.

 

 

Is my member information and personal data safe?

Yes, your privacy and personal data are protected and will not be used or sold for purposes unrelated to FILA.

Member Benefits

We may provide member exclusive benefits for FILA.com.hk member. The sign up for membership is free. If there is any member exclusive offer available, it will automatically show in the shopping cart, you can click to select the offer before checkout.

 

 

FILA promo codes cannot be used for the following:

    Special edition products

 

    Promo codes cannot be used in conjunction with other promotional offers or discounts, unless specified in the promotion.

If you have any questions about promo codes or orders placed on FILA HK Official site. FILA.com.hk, please contact us!

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