At CAFilaShop, we’re committed to providing premium FILA footwear with exceptional customer service. Below you’ll find all the details about our shipping and returns processes to ensure a seamless shopping experience.

Shipping Information

Order Processing & Delivery Timelines

  • Order Processing: 1-2 business days
  • Standard Shipping: Delivered within 10-15 business days via DHL or FedEx
  • Free Shipping: Delivered within 15-25 business days via EMS (for orders over $50)

Shipping Options

We offer two convenient shipping methods to serve our global customers (excluding certain Asian and remote regions):

  1. Standard Shipping: $12.95 via DHL or FedEx (10-15 business days)
  2. Free Shipping: Available for orders over $50 via EMS (15-25 business days)

Returns & Exchanges

We want you to be completely satisfied with your FILA footwear. If you need to return or exchange an item, please follow these guidelines:

Eligibility Requirements

  • Returns/exchanges must be initiated within 15 days of receiving your order
  • Items must be unworn and in original condition with all tags attached
  • Original packaging must be included
  • Proof of purchase (order number or receipt) required

Non-Returnable Items

For hygiene reasons, the following items cannot be returned unless defective:

  • Socks
  • Slippers from our Sandals/Slippers collection

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.
  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:

  • Follow the standard return process
  • Include a note specifying your desired replacement size/color
  • 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].

CAFilaShop
4985 Islington Ave, Toronto, CA M8V 3B6