Return & Refund
Criteria for Accepting Returns/Exchange
FILA Hong Kong Official Online Store promises to provide you with a “7-day Unconditional Returns*/Exchange Service” within 7 days of your receiving your purchase (as determined by the date of signing for the purchase). You can return/replace the products you purchased at FILA HK Official site. Unless there is product quality problem, all products are allowed exchange only once, and the exchange must be a product of the same style and the same color. Please return your item together with the shipping slip or order form, otherwise we will not be able to process your returns/exchange.
*Due to Octopus operation restriction, orders checkout with Octopus do not accept refund and accept exchange only.
Please make sure that the product for return/exchange is unworn and unwashed and meet the conditions for secondary sales. The following are three aspects for reference (depends on actual situation):
• The item for returning/exchange is in a condition that can be sold again; the surface of the product has no scratches, damage and unused. The product should be keep in its original condition;
• The outer packaging is intact, the shoe box has no tears, graffiti, the shoe box is not wrapped around the tape or the courier face is posted;
• All related accessories (including warranty card, dust bag etc.) and all gift set provided must be included with your return.
For example:
Shoes:
The outer packaging is intact, the shoe box has no tears, graffiti, the shoe box is not wrapped around the tape or the courier face is posted. The shoes are kept dry, clean and unwashed.
Clothes:
All the authenticity tags and labels such as washing label are still attached as original (no tearing, disassembly); the product itself has no graffiti, stains, and unwashed.
Other products:
The packaging and tags of the product should be kept intact (no tearing, no disassembly, no graffiti, etc.), and the product itself is intact.
If there is any damage to the product or its outer packing at the time of receipt, please contact the Customer Service representative for assistance!
Returns/Exchange for any reason or without any condition are limited to the following circumstance(depends on actual situation):
• The product has any manufacturing defects;
• The color, design model and materials of product are not consistent with the description on the website;
• The product is purchased in wrong size or doesn’t fit;
• There is any problems in the shipping process;
• You dislike the product;
• You purchase a wrong product;
• You receive a product flawed or with any quality defects. Such product may be returned only in accordance with the return/ exchange procedure for defective products and will be subject to additional limitations;
Return / Exchange with quality issues
For Products with quality problems purchased at the Platform, you can request a return / exchange within seven (7) calendar days from the date of purchase. It is our policy to satisfy the “Return / Exchange Conditions” described below and the quality problems are verified by our after-sales service centre.
Please note:
• Small threads, raw edges (commonly seen on apparel), colour differences due to different monitors (different displays, colour differences are not avoidable), hickness of the Products, running threads, hand-feel and other similar details, etc, are not recognised as quality issues.
• Return / exchange due to reasons such as style, colour and subjective preferences are not a return / exchange for Products with quality issues.
• Damage caused by improper use, wash or damage caused by your own alteration or other human factors will not be considered as a quality issue.
• When selecting the size, please refer to the size chart and choose the size that suits you. The customer service team can only provide suggestions, not as the basis for your final purchase decision. If the Products you return / exchange due to size issue, it is not a return / exchange of Products with quality issue.
• The size specifications of the Product shall be subject to the actual Product.
Return / Exchange Exclusions
• Products not sold through the Platform, i.e. FILA Hong Kong Official Site;
• customized products without quality problems;
• underwear, socks, swimwear and selected limited edition products without quality problems;
• where the Product is used, washed, processed (e.g. altered size), soiled or damaged, the logo is cut, and other merchandise not in re-sale condition;
• where the electronic invoice or order number issued at the time of purchase is lost;
• orders that exceed the return / exchange period;
• other circumstances in which the consumer has no right to return / exchange according to this policy and the applicable law.
Please also note that you may process returns / exchanges online only for purchases made on the Platform.
You cannot return / exchange Products purchased on our Platform at our FILA physical stores, and vice versa.
Return / Exchange Process
When returning the Product please indicate the reason for the return in the delivery note for timely processing.If the delivery note is lost, please prepare a blank sheet of paper and fill in your name, order number, item number, quantity and reason. You also need to indicate the item number, colour, size and other information related to the returned / exchanged Product(s).
The newly exchanged item will be sent to the delivery address on the original order; if there is any change in the delivery address, please let our customer service know in advance. If you request to exchange the products, your return request cannot be accepted before the exchange is completed. If you have requested an exchange for any of the products in the order, you cannot request for further exchange in the same order until the existing exchange process is completed.
Return / Exchange delivery and postage instructions
1. Please note that we only accept returns / exchanges by delivery with traceable mailing, non-traceable delivery will not be accepted.
2. For return / exchange without quality issues, the cost of postage is borne by you.
3. The tax collected by the customs is non-refundable.
If you want to return your order, please make sure that your order meets the
Criteria for Accepting Returns/Exchange. Process your return through WhatsApp +852 5699 3951 by the following steps:
1. Our Customer Service personnel will set up a return code for you.
2. Choose the following ways of returning the products
a. The products will be picked up by Courier service at your place, customer may call (852) 2730 0273 (Hong Kong)/ (853) 2873 7373 (Macau)
b. Send the products back to FILA warehouse directly through other couriers.
* We do not accept cash on delivery, we will not accept parcel which haven’t been paid.
Once we receive the returned products and determine that they satisfy return conditions, we will arrange the refund as per your request as soon as possible.
Please pack and seal your return securely in an undamaged bag and outer carton box together with the shipping slip or order form. Affix the return code on the shipping slip, and ship the parcel to FILA’s warehouse. (Please do not pack your return in the original see-through packing bag to prevent losing the products during shipping.)
Product Exchange Process
For product exchange, please follow these steps , please follow these steps within 7 days after delivery (as determined by the date of signing for the purchase)
1. Login to your membership account on the FILA HK Official site.
2. Contact customer service through WhatsApp +852 5699 3951 for product exchange
* When sending back the products to be replaced, it is necessary to write the replace order number on a piece of paper along with the package, or else you would have the sole responsibility of bearing the risk of product exchange.
* The new exchanged item will be sent to the delivery address on the original order;
if there is any change, please select the new delivery method and address when submitting the product exchange application.
* If you request to exchange the products, your return request cannot be accepted before the exchange is completed.If you have requested an exchange for any of the products in the order, you cannot request for further exchange in the same order until the existing exchange process is completed.
Refund Process
If you paid for the products online, the refund will be paid to your account within 10-15 business days upon our receipt of the returned products.
(Actual receipt date is subject to the process period of the relevant bank）
Postage instructions
You may choose to return your product via Courier Service by having it picked up at your door or choose to use other couriers to directly ship back your returns, the shipping fees will be borne by you.
