At CAFilaShop, we stand behind the quality of our premium FILA footwear. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Eligibility Requirements

  • Items must be unworn, in original condition with all tags attached
  • Original packaging must be included
  • Proof of purchase required (order number or receipt)
Non-Returnable Items: For hygiene reasons, socks and slippers from our Sandals/Slippers collection cannot be returned unless defective.

How to Initiate a Return or Exchange

  1. Contact Us: Email our customer service team at [email protected] within 15 days of delivery with your return/exchange request. Use the template below for faster processing.
  2. Wait for Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Your Items: Securely pack the items in their original packaging with the RMA number clearly visible.
  4. Ship Your Return: Send the package to our Toronto facility using a trackable shipping method. Return shipping costs are the customer’s responsibility.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear CAFilaShop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Details:
Product Name: [Product Name]
Size: [Size]
Color: [Color]
Quantity: [Quantity]

Reason for Return/Exchange: [Please specify]

For exchanges, my preferred replacement item is: [Product Name, Size, Color if applicable]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Process

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timeline: Credit card refunds appear within 5-10 business days depending on your bank. PayPal refunds are typically faster.

Note: Shipping fees are non-refundable unless the return is due to our error or defective merchandise.

Exchange Process

For size exchanges on our popular Running/Walking shoes, Casual footwear, or Boots collections:

  1. Follow the standard return process
  2. Include a note specifying your desired replacement size/color
  3. We’ll ship the replacement item once we receive your return

Expedited exchange shipping is available for an additional fee.

International Returns

For our global customers (excluding certain Asian and remote regions):

  • Return shipping costs are the customer’s responsibility
  • Customs fees are non-refundable
  • We recommend using DHL or FedEx for trackable returns

Damaged or Defective Items

If you receive damaged or defective merchandise from our MEN’S FOOTWEAR, WOMEN’S FOOTWEAR, or KIDS’ FOOTWEAR collections:

  • Contact us immediately with photos of the damage
  • We’ll provide a prepaid return label if applicable
  • Expedited replacement shipping at no cost to you
Need Help? Our Toronto-based customer service team is happy to assist with any questions about returns or exchanges. Email us at [email protected] or call [insert phone number if available].