FAQS

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.

Kunden with account werden gebeten, zur Ausübung des gesetzlichen Widerrufsrechts oder des freiwilligen Widerrufsrechts sich in ihr Kundenkonto einzuloggen, unter "Mein Konto" die Bestelldaten zu öffnen, die Retoure anzumelden und einen kostenlosen Aufkleber für die Rücksendung auszudrucken. Guest order können den beigelegten Rücksendeaufkleber nutzen.

Please fill out the return slip enclosed with your shipment for the item you wish to return, place it in the package together with the undamaged goods in their original packaging, if possible, and tape it carefully. We will consider completed return slips as an exercise of your right of cancellation.

Sofern Du keinen Retourenaufkleber erhalten hast, kontaktiere bitte unseren customer service.

If you are not sending from Switzerland, the direct return costs must unfortunately be borne by you. Please send the goods to:

Framework AG
c/o DSV Logistics SA
Via Passeggiata 24
CH-6818 Balerna

Instructions

1. Place the products in the box with the completed return slip.
2. Klebe den gültigen Retourenaufkleber gut sichtbar auf das Paket. Entferne gegebenenfalls alte Versandaufkleber.
3. Give up the return for dispatch and send the goods back to us.
4. Keep the receipt until the purchase price is refunded.
5. As soon as we have received and checked the return, you will receive a refund to the payment method on file within 3 days.

What do I have to consider when sending the return?

- The item must be returned undamaged with a completed return slip, if possible in the original box.
- We cannot accept packages sent freight collect and will return them to you at your expense.

30 days return policy

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

When will I receive my refund?

The refund will usually take place within 5 days after receipt and booking of the return and will be carried out via the deposited payment method.

I have not received any confirmation that you have received my return?

A confirmation of the receipt of the return will only take place after the return has been checked by us. Depending on the volume of returns, this may take a few days. Therefore, we need a little time, even if it is already recorded 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 used for the respective order:

Credit card: Die Rückerstattung wird auf das von uns belastete Kreditkartenkonto zurückgebucht. Die Rückzahlung ist auf Deiner Kreditkartenabrechnung ersichtlich.
Prepayment: Die Gutschrift wird auf das IBAN-Bankkonto überwiesen, dass Du zur Zahlung der Bestellung genutzt hast.

How do I get a return label?

Returns within Switzerland:

Customers with a customer account are asked to register the return in the customer account and print out a free return label.
Gast-Besteller können den beigelegten SwissPost-Rücksendeaufkleber nutzen. Andernfalls kontaktiere unseren customer service,who will provide you with a return label.

Please send the goods to the following address:

Framework AG
c/o DSV Logistics SA
Via Passeggiata 24
CH-6828 Balerna

Please note, however, that we do not accept unfree parcels.

Do I have to pay for the return shipment?

Returns within Switzerland that are sent with our returns label are generally free of charge for you. However, this only applies to returns of orders that were delivered within Switzerland. However, if you return the goods to us without a return label, costs will be incurred by the respective service provider.

Please note that we do not accept carriage forward parcels and these will be returned to you at your expense.

Where can I drop off my returns package?

Returns within Switzerland:

Die Rückgabe findet über SwissPost statt. Du kannst das Paket in einer SwissPost Filiale abgeben. Mit dem beigelegten Retourenaufkleber kannst Du Deine Ware innerhalb von 30 Tagen kostenlos an uns zurücksenden.

How do I know if the return has arrived?

As soon as the return has been booked in our returns centre, 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, even though an entry has already been made in our returns centre in the shipment tracking.

How can I exchange an item?

Unfortunately, a direct exchange in our online shop is not possible for billing reasons. We must ask you to place a new order and return the first order to us. As soon as we have received and booked the return, you will receive a refund within 5 days.

The desired product is now sold out:

Many of our items are seasonal products that are unfortunately only available for a certain period of time. However, some products are restocked after a certain period of time. You are welcome to subscribe to our newsletter or visit our online shop regularly to receive the latest news about our range.

Information about the newsletter can be found here.

To which address do I have to send the return?

For returns within Switzerland, you should use our returns label. This will ensure that the return is sent back to the correct address free of charge.

Please send the goods to the following address:

Framework AG
c/o DSV Logistics SA
Via Passeggiata 24
CH-6828 Balerna

Please note, however, that we do not accept unfree parcels.

Order

Can I change or cancel my order later?

As a registered customer, you have the option of cancelling items yourself in your customer account after submitting your order. To do this, 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 the order. However, this option only applies as long as the items have not yet been packed. As soon as the order is picked, this button is removed.

If you have placed a guest order, please contact our customer service. They will check the late cancellation for you.

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

My order was cancelled unintentionally:
We are sorry for this. In rare cases it happens that items are already sold out although they are still displayed in the shop. Our system then automatically carries out a cancellation.

Can I change my delivery address later?
Once 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 deposit a desired location?
Once the goods have been handed over to the shipping service provider, we unfortunately no longer have the option to change the delivery. However, for shipments within Switzerland, you can specify a desired location with SwissPost. You can find information about this in the SwissPost shipment tracking.

Is there a minimum or maximum order value in the FILA Online Shop?

There is no minimum order value in our online shop. However, we do have a maximum order value. Orders on www.fila.ch are possible up to a total volume of CHF 3,000.

I would like to place a bulk order for over CHF 3,000
Im Falle einer Großbestellung (z. B. für einen Verein) kannst Du Dich an unseren Kundenservice wenden. Dieser wird die Anfrage intern weiterleiten, um die Möglichkeit einer Großbestellung zu prüfen.

Can there be price changes after the order has been placed?

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

What can I do if I have received the wrong item?

We sent you the wrong article? We sincerely apologise.

Please contact our customer service and explain the alleged error, stating your order number. We will then investigate how the error occurred in order to rectify it as quickly as possible.

You can, of course, return the item to us. As soon as we have received and booked the return, you will receive a refund of the purchase amount within 5 days.

Can you resend me the item I originally ordered?

Unfortunately, it is not possible to resend the requested item immediately. In this case we have to ask you to place a new order.

How can I cancel a purchase from FILA?

Alle Details zu den Widerrufs- und Rücksendebestimmungen findest Du in unsere Allgemeinen Geschäftsbedingungen unter dem Punkt "Withdrawal policy".

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

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

Information about the newsletter can be found here.

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

Registered customers can add desired items to the shopping cart. The items are stored there for you, even if you log out or leave the website. In this way, your desired items are stored for you until the completion of the purchase.

How do I know that my order was successful?

After each order, you will receive a confirmation of receipt from FILA.ch by e-mail. As a registered customer, you also have the option of viewing 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 any further questions about the order, please send us an e-mail via our contact form.

Shipping & Delivery

Which countries does FILA deliver to?

Which countries does FILA deliver to?

Currently, shipping is only possible to Switzerland in our online shop.

Falls Du inneralb der EU wohnst, können andere offizielle FILA Onlineshops genutzt werden. Diese kannst Du unter folgendem Link einsehen.

How does shipping take place at FILA?

Shipping within Switzerland:

To ensure the fastest and smoothest delivery possible, FILA delivers with SwissPost:

Delivery Mon. to Sat.

Deposit of your item at the desired location or with the desired neighbour (can be booked free of charge via Post.ch)

Where is my parcel?

As a rule, our shipping takes 1-3 working days within Switzerland. We hand over the order to our shipping service provider within 24 hours from the next working day at the latest.

As soon as your parcel has been dispatched, you will receive a dispatch confirmation by e-mail. There you will find the consignment number, which you can use at any time to track the progress of your consignment with SwissPost.

Why is my parcel not yet on its way to me?

In principle, we try to dispatch orders as quickly as possible. However, if you have chosen the payment option "Prepayment", the order will only be shipped after receipt of payment. Depending on your bank details, this may take a few days.

Can I change the delivery (time, place) of the parcel after it has been sent?

After handover to SwissPost, we unfortunately no longer have the possibility to change the delivery. However, it is usually possible to make a change via SwissPost. You can find information on this in the SwissPost shipment tracking.

What happens if the parcel could not be delivered?

In the event of a failed delivery within Switzerland, your parcel will be deposited at a SwissPost branch. You can collect the parcel yourself within seven working days. After this period, the parcel will be returned to us and we will inform you by e-mail about the receipt of the return and the refund procedure.

My parcel has still not arrived, even though it was sent a long time ago.

We would ask you to check the tracking system and your letterbox. The parcel may have been left with your neighbour or at a SwissPost branch because you were not there during delivery. If this is not the case and the shipping status at SwissPost has not changed for some time, please contact our customer service.

Are there any delivery costs for me?

Shipping within Switzerland is free of charge from an order value of CHF 50.00.

Return shipping is free of charge within Switzerland (regardless of the order value).

Does FILA offer express shipping?

Express delivery is not yet possible at the moment. However, we will continue to expand our service in your interest.

I have received a damaged parcel, what now?

You received a damaged package?

We are sorry to hear this - but we hope that your ordered items arrived undamaged and complete despite the damage to the package. If only the package was damaged and you would still like to return something from your order, please consider the following information.

What happens if the parcel could not be delivered?

In the event of a failed delivery within Switzerland, your parcel will be deposited at a SwissPost branch. You can collect the parcel yourself within seven working days. After this period, the parcel will be returned to us and we will inform you by e-mail about the receipt of the return and the refund procedure.

My parcel has still not arrived, even though it was sent a long time ago.

We would ask you to check the tracking system and your letterbox. It is possible that the parcel was deposited with your neighbour or the respective shipping service provider because you were not there during 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.ch online shop offers you various ways to pay for your order securely. For orders within Switzerland, we offer the following payment options:

- Credit card (Visa, Mastercard)
- Postcard
- TWINT
- Invoice

How do I receive my invoice documents?

The invoice documents will be sent to you by e-mail after your order has been dispatched. 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 by credit card

We accept the following credit cards in the FILA.ch Online Shop:

Visa Card
Master Card

As soon as you click the "Buy" button on the order overview page, your payment is initially only authorised. Your credit card will only be charged at the time the package is shipped.

After a return:

In the event 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 establish a connection to your card issuer so that they can confirm your identity by means of a code. The credit card payment will only be executed if authentication is successful. This additional level of security is intended to prevent credit card misuse by stolen or duplicated cards.

For your own security, please ask your card-issuing bank about the use of the new 3-D Secure procedure and, if possible, have your card registered straight away.

Payment by Postcard

We accept Postcard in the FILA.ch Online Shop

As soon as you click the "Buy" button on the order overview page, your payment is initially only authorised. The Postcard will only be debited at the time the parcel is dispatched.

After a return:

In the event 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 procedure. After you have entered the Postcard number within the order mask, we establish a connection to your card issuer so that they can confirm your identity by means of a code. The Postcard payment will only be executed if authentication is successful. This additional security level is intended to prevent credit card misuse through stolen or duplicated cards.

For your own security, please ask your card-issuing bank about the use of the new 3-D Secure procedure and, if possible, have your card registered straight away.

How do I know if my payment was successful?

As soon as we have received your payment, we will pick your order and send it to the shipping department. Shortly afterwards, you will receive a shipping confirmation by e-mail, including information on tracking the shipment.

I have already ordered a long time ago and have not received a shipping confirmation

In principle, we try to send the orders as quickly as possible. Please note that it takes about 3-5 working days for prepayment orders, depending on the credit institution, until the payment is booked with us. Therefore, there may be delays in shipping.

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

1. the e-mail address was stored incorrectly
2. Deine E-Mail-Adresse wird von unserem SPAM-Filter blockiert
3. Die E-Mail befindet sich in Deinem SPAM-Order

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 check carried out?

FILA.ch does not carry out a credit check. However, FILA.ch reserves the right to exclude customers from online purchases if they have become conspicuous as part of a fraud attempt.

In principle, orders up to a total volume of CHF 3,000 are permitted. Beyond this, we will check whether the sum of the open invoice amounts reaches a prescribed upper limit. In this case, we unfortunately cannot accept any further orders.

My customer account

How can I create a FILA customer account?

You can register at any time in the FILA.ch Online Shop.
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?

Registering with FILA.ch offers you a number of advantages:

Nutzung einer abweichenden Lieferadresse.
Verkürzter Bestellprozess ab der 2. Bestellung dank hinterlegter Eingaben.
Überblick über Deine Bestellhistorie.
Möglichkeit, den Retourenaufkleber für Retouren innerhalb Schweiz selbst auszudrucken.

What happens to my data?

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

Das heißt, Deine Daten werden von uns vertraulich behandelt und nicht an Dritte weitergegeben. Wünschst Du hierzu detaillierte Informationen, findest Du diese in unserem "Data Protection".

How can I have my customer account deleted?

Um Dein Kundenkonto löschen zu lassen, kontaktiere bitte unseren customer service. the customer's account will then be deleted, provided that no payments or deliveries are outstanding.

How do I change my user data?

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

Delivery address: Unter dem Punkt "Lieferadresse" kannst Du sämtliche Informationen zur Lieferadresse ändern oder hinzufügen.

Billing address: Im Kundenkonto hast Du ebenfalls die Möglichkeit Deine Rechnungsadresse zu ändern.

User data: Um Deine Telefonnummer, Dein Passwort oder die E-Mail Adresse zu ändern, klicke bitte in Deinem Kundenkonto auf "Benutzerdaten"

Password forgotten?

If you want to log in to the customer account or within the order and have forgotten your password, please click on the button "Forgotten password".

In dem sich anschließend öffnenden Fenster gibst Du bitte die E-Mail-Adresse an, mit der Du bei FILA.ch registriert bist. Anschließend senden wir Dir an Dein Postfach eine E-Mail mit einem Link. Dort kannst Du anschließend ein neues Passwort für Dein Konto einstellen.

Contact

How can I reach you?

Du erreichst uns über unser contact form oder per E-Mail über fila.shop@framework.ch. Our customer service tries to provide assistance as quickly as possible and usually responds within 1-2 working days. Please note that small delays may occur in special cases and on public holidays.

Unfortunately, we are currently unable to offer customer service by telephone.

Complaints

How can I complain about a FILA product?

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

There may be different contact persons for carrying out the complaint. Therefore, please note the following general conditions:

I have purchased a FILA product from the FILA Online Shop and would like to make a complaint. What do I have to consider?

Please send us an email via our contact form, including the following information:

1. order number or contact details (used for the order)
2. reason for the complaint
3. photo of the damaged item

This will enable our customer service to check 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 dealer and would like to make a complaint. What do I have to consider?

In this case, we must ask you to contact the retailer from whom you purchased the product.

We are a distributor for parts of the Swiss 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, this retailer will process your complaint. It is best to 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 need to contact the dealer customer service.

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

We are only a distributor for FILA brand shoes and clothing. For all concerns regarding eyewear, watches or inline skates, please contact the following:

FILA eyewear
FILA watches
FILA skates

Vouchers & Discounts

Promotional vouchers and discount codes

From time to time, FILA offers its customers discounts, e.g. through promotional activities, the newsletter or in cooperation with other partners.
You will receive a special discount code with which you can secure exclusive offers. Simply enter the code in the "Discount code" field in the shopping basket during the order process and enjoy the benefits. Please note: Only one discount code can be redeemed per order.

Terms of use for discount codes

Period of validity: Rabattcodes haben eine begrenzte Gültigkeitsdauer, die meist im Zusammenhang mit dem Angebot angegeben ist. Falls Du den Rabattcode per E-Mail erhalten hast, wirst Du in der Regel über die Gültigkeitsdauer informiert.
Minimum order value: Rabattcodes können einen Mindestbestellwert haben. Dieser wird grundsätzlich im Zusammenhang mit der Vergünstigung angegeben. Falls Du den Rabattcode per E-Mail erhalten hast, wirst Du in der Regel über den Mindestbestellwert informiert.
Limited product selection: Aktionsgutscheine oder Rabatte können an bestimmte Produkte, Kampagnen oder Kategorien gebunden sein.
Einmalig verwendbar: Die Rabattcodes sind teilweise nur einmalig verwendbar, danach ist der Gutscheincode nicht mehr einlösbar. Information über die Anwendbarkeit erhältst Du im Zusammenhang mit der Rabattaktion.
Credit retrospectively: Eine nachträgliche Gutschrift des Rabattcodes auf eine abgeschlossene Bestellung ist nicht möglich.
Combine vouchers:only one discount code is redeemable per order.

Can I buy gift vouchers from FILA?

Unfortunately, we cannot currently offer you any gift vouchers in the FILA.ch Online Shop.

Free Priority Shipping from 50 CHF

Available for Switzerland

Free returns