Below you will find answers to the questions we get asked the most about shipping at Filson Europe:
Can I cancel/change my order after placing it?
After an order is placed and payment has been made on our e-commerce, we are unable to cancel or change it. This is due to our fast-processing times at our warehouse. We advise you to carefully read our shipping and returns policy as well as our shipping costs and delivery time. For more information, please contact our Customer Care for assistance: email@example.com
I need to change my shipping and billing addresses; how can I do this?
Shipping Address: For security reasons, we are unable to make changes to your shipping address. Once your order is dispatched from our warehouse, you will receive an email with your tracking information. You can then contact the relevant carrier to provide them with additional information for the delivery of your parcel.
Billing Address: We are unable to make changes to your billing address. Due to our fast processing times, we are unable to modify any information in your order once it has been sent to our warehouse for packaging.
Will I be charged for out-of-stock items in my order?
You will be charged at the completion of check-out. If one or more items are out of stock, you will then be contacted by our Customer Care and you will be refunded for the missing item(s).
The refunded amount should clear in your account within 5-20 business days depending on your payment provider/bank.
WHEN CAN I TRACK MY ORDER?
We communicate order status via regular email updates.
Please add firstname.lastname@example.org to your contacts to ensure each message lands in your inbox.
If you haven’t received a confirmation message from us within an hour of placing your order,
please Contact Us. We’ll be happy to help.
The tracking numbers and links are always provided within each shipping confirmation email and are already active.
WHEN WILL MY ORDER SHIP?
Orders are shipped from Italy on business days only. Business days are Monday-Friday, excluding bank holidays, in Italy. For more details on shipping timelines, please see our Shipping Page.
WHERE IS MY TRACKING NUMBER?
After your order ships, we will send you a shipping confirmation email with your tracking number. Please note that in some cases your order could be shipped into multiple shipments to provide you with the fastest service possible.
WHAT IS FILSON'S RETURN POLICY?
We accept returns on all purchased items for 14 days within day of delivery.
Items must be in original condition (unworn, unwashed, and with tags attached) or they may be refused.
Items that are altered in any possible way by the final customer cannot be returned.
HOW DO I REQUEST A RETURN?
If you have decided to return an item, you will need to register your return in our Return Portal and follow the necessary steps.
To start the process please visit our Returns page.
DO I NEED TO PAY FOR RETURN SHIPPING?
You can make returns directly via our Return Portal.
A return fee of €15/£15 will be applied.
In case of faulty items no fees will be applied.
I BOUGHT AN ITEM FROM A FILSON DEALER. CAN I RETURN IT TO FILSON.EU?
Please contact our Customer Care for any return requests related to purchases made on Filson.com/eu or Filson.com/uk.
Unfortunately, we are not able to process return requests related to purchases made on Filson.com. Please contact Filson US Customer Service for more information.
HOW DO I REQUEST A REPAIR?
Fill the following form out: FILSON REPAIR FORM.
You will then be reached by one of our Customer Care Team members.