1. What is your returns policy?
If you are not happy with your purchase and wish to return an item, please do so within 30 days of receiving your order. You can open the package and check the contents for any discrepancies, which we strongly advise you to do upon arrival.
Returns and exchanges will only be accepted when items are unworn, in the original packaging with all original Filling Pieces labels attached.
Footwear items must be returned in the original shoebox.
Apparel should also be returned unworn, unwashed and with all labels still attached.
We won’t accept your return or exchange if detected otherwise.
For hygienic reasons, we don’t accept returned socks if the packaging has been opened.
Include the original packing list in the package when returning or exchanging items, and please hold on to your proof of shipment until the refund has been made.
A refund will be issued within 5 business days after the return has been processed. During sale periods this can take up to 10 business days. Please note that depending on the payment method used, it may take longer for the refund to be visible.
Please note: for orders placed during the sale period the return window is 14 days. Please be aware that we do not cover return costs for products purchased in our sale. But we do offer free exchanges for some countries (check our return portal for more information). Please register your exchange by following the steps below.
2. What is the status of my order?
Once you have placed your order you will receive an order confirmation through email. We will process the order for you as soon as possible to ensure fast delivery. When your order is ready to be shipped, you will receive an email from us with a personal track & trace link. You can use this link to track your package until it is delivered to you.
If you haven't received an order confirmation, please first check if your payment went through and contact us immediately.
3. Can I return sale items?
Sale returns have to be shipped within 14 days starting from the day you received your order. As the customer it is within your rights to withdraw your order placed on our website within 14 days. All items must be returned unused, unwashed and in the original packaging (double boxed for shoes) with all original labels attached.
Please be advised that we do not offer free returns during our sales period.
Scan the QR code on the packing list or go to fillingpieces.returnista.com. If you didn’t receive a packing list, please contact Client Support and we’ll send you a new one.After filling in the order number and e-mail address you used to place the order, you can select the items you want to return and complete the steps.If your return is a shipment from outside of the EU, please write: "Returned Goods, No Commercial Value" on the outermost shipping box and consignment note if your order didn't include a sticker. Always keep your proof of shipment and receipt until your return has been processed.
Once the package has arrived, we will process the return as soon as possible. Please be aware that due to the high volume of orders, this might take longer than usual. You will receive a confirmation through e-mail once your returned items are processed.
4. What shoe size should I choose for the best fit?
Our shoes generally run a size bigger, so we recommend taking one size down from your regular EU size. In order to find your Filling Pieces size, we always recommend you navigate to the product page there you will find the tab that is labeled "Size & Fit". Clicking that tab will reveal a sizing chart with instructions on how to measure your feet. Using the length of your feet you will be able to select the right Filling Pieces size. If you need further advice, please feel free to contact us.
5. My payment has failed, what should I do?
Our order system is based on a 'first come, first serve basis'. Unfortunately this means that it can happen that an item goes out of stock after you’ve added it to your shopping cart. Therefore to avoid disappointment, we would advise you to finish your order as soon as you can.
Did you get the notification ‘Authorization failed’ during checkout while paying with a credit card? Please delete your cookies, use an alternative browser or try a different payment method.
If you haven’t received your order confirmation, yet the money has been deducted from your account? Contact our customer service as soon as possible.
6. Which clothing size should I get?
Our Ready To Wear collection fits true (to slightly bigger) size, so we recommend you take your regular European clothing size. For a more precise advice, please have a look at the sizing chart for the specific product.
7. Do you stock sizes larger than FP 46 or US 13?
Yes, we have a selection of our Shoes in larger sizes up to FP size 52. Discover our current styles here.
8. How can I replace my laces?
Please contact our customer service team and we will send you a new pair if we have the style needed in stock. Send your product name, colour, size and your home address to firstname.lastname@example.org.
9. How can I identify the official Filling Pieces website?
Our official website is "www.fillingpieces.com." We recommend shopping directly from our website or authorized retailers to ensure you receive genuine products and a secure shopping experience. For a list of authorized Filling Pieces retailers, visit our store locator webpage. If you come across a suspicious website claiming to sell Filling Pieces which is not an authorized retailer, please reach out to our customer support team.
You can easily exchange your items by scanning the QR code on the packing list or going to fillingpieces.returnista.com.
After you've filled out your order number and e-mail address used to place the order you can select the item(s) you want to exchange. Select a reason why you want to exchange and what size you would like to receive.
Ship your item(s) back to us according to our return policy. Orders must be returned unused and in the original packaging. Our Ready to Wear collection has to be returned unused, unwashed and with all labels still attached.
We will ship out your exchange when your desired item(s) are in stock by the time we receive your return. You will receive a shipping confirmation email with your shipping details and a link to track your parcel online.