How can we help you?

  • My purchased item is damaged

    We’re sorry that the item that you purchased is damaged. You can contact our Customer Service and we will provide a solution as soon as possible. Please do not send damaged items back to us without contacting us first. 

  • What is your returns policy?

    Our returns policy allows you to return products unused within 30 days of receiving them. You can open the package and check the contents. Returns will only be accepted when the shoes are unused and in the original packaging. Apparel should be returned unused, unwashed and with all labels still attached

     

    For hygienic reasons, we don’t accept returned socks if the packaging has been opened.

  • How can I return an order?

    You have 30 days to return your order after receiving it. Orders must be returned unused and in the original packaging still attached. Our Apparel collection has to be returned unused, unwashed and with all labels still attached. Return costs are not covered by Filling Pieces. Please note: for orders placed during our online sale the return period is 14 days.

    • Fill in the merchandise return form and add it to the box. If you don’t have a return form, please get in touch with our customer service to receive a new one.
    • Attach the return sticker to the box.
    • The order is ready to be returned. Please go to a postal service of your liking and ship the box to:

    Promese logistics

    Att. Filling Pieces Returns

    Flight Forum 2500

    5657 DZ Eindhoven

    The Netherlands

    • Please be aware that the sticker is not a pre-paid return label. You will have to pay for the return costs.
    • After shipping your return you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment

    Once we have received your return, we will do our best to process it quickly.

  • Can I return socks?

    You can return socks within 30 days if they remain unopened. We unfortunately cannot accept socks that were opened.

  • Can I exchange my shoes?

    Unfortunately, it is not possible to exchange shoes, but you can always place a new order to get your desired Filling Pieces. Please return the shoes that you do not wish to keep and we will activate store credits on your account, so you can place a new order.

  • My return arrived at your warehouse more than 14 days ago, but I did not receive my refund yet. What should I do?

    We are very sorry that you have not yet received your refund. Could you please get in touch with our customer service? Please keep your order number and tracking code ready, so we can solve this quickly. 

  • When do I receive my refund?

    We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to the bank account, credit card or PayPal account that was used for the order.

  • What are the costs to return an item?

    The costs of the return depend on the shipping company and country that you ship it from. Please check with your local post office for the price.

    Please note that return shipments are at the customer's own expense.  

  • I payed my order with store credits, but I want to return it. How does that work?

    You can return your order following the standard procedure. We can’t refund the entire purchase amount to your bank account if you have paid in part with store credits. The store credits will be re-activated on your Filling Pieces account.

  • Did you receive my return?

    Once we have received your shipment, we will process the return as soon as possible. It takes a maximum of two working days to start processing your return. Once it is processed in our warehouse, we will start the refund or store credit process. We will send you an email once this is finished.

  • Is it possible to exchange sale items for another pair?

    Unfortunately, it is not possible to exchange sale items for another pair. However, you have up to 14 days after receiving your order to return it. All items must be unused and in the original shoebox.

    (1) Complete the enclosed return form and place it within the shoebox. If you didn’t receive a return form, please contact our customer services and we’ll send you a new one.
    (2) Place the enclosed return sticker on the shipping box.
    (3) If your return was an international shipment, please write on the shipping box and consignment note: "Returned goods, no commercial value".

    You’re now ready to return the item. Send your package from a local post office and send it to:

    Promese: Filling Pieces
    Attn. RETOUREN
    Flight forum 2500
    5657 DZ Eindhoven
    The Netherlands

    At the delivery point, you’ll receive a shipment receipt with track & trace code that you can use to track your returned product(s). 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.

    Always keep the shipment receipt with track & trace code so you have proof of shipment.

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