Returns & Refund Policy

At Firmara Brand, we want you to feel confident when shopping with us. Please read the following policy carefully before requesting a return.

Nothing in this policy limits or excludes any consumer rights available to you under applicable law.

1. Return Window

We offer a 30-day return policy. This means that you have 30 days from the date your order is delivered to request a return.

If your order is delivered in more than one shipment, the return period begins when the final item in your order is delivered.

For returns made under our voluntary 30-day return policy, all returns must be requested and approved before being sent back. Items returned without prior authorisation may not be accepted.

This prior-authorisation process does not limit or prevent you from exercising any statutory cancellation or consumer rights available to you under applicable law.

2. European Union and United Kingdom Cancellation Rights

Customers located in the European Union or the United Kingdom may have a legal right to cancel an online purchase without providing a reason.

You must inform us of your decision to cancel within 14 days of receiving your order. If an order is delivered in separate shipments, this period begins when the final item is delivered.

After notifying us, you must return the eligible items within a further 14 days.

Customers in the European Union may exercise this right through the electronic return or cancellation option available in their customer account, or by contacting support@firmarabrand.com.

For the cancellation of an entire eligible order, we will refund the cost of the least expensive standard delivery option offered at checkout. Additional costs paid for express, priority or upgraded delivery will not be refunded.

We may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, subject to the requirements and deadlines imposed by applicable law.

Unless Firmara Brand has agreed to cover the return cost, or applicable law requires us to do so, customers are responsible for the direct cost of returning eligible goods.

These statutory cancellation rights are subject to the hygiene and other legal exceptions described below.

3. Return Eligibility

To qualify for a return, the item must:

• Be in the same condition in which it was received;

• Be unworn, unused and unwashed, except for a reasonable fit inspection where permitted;

• Have all original tags attached;

• Be returned in its original packaging;

• Be free from marks, make-up, deodorant, perfume, body odour, pet hair or other signs of use;

• Include the order number or another valid proof of purchase.

For hygiene-sensitive products, the additional requirements described in Section 4 apply, including requirements relating to the product's original individual sealed packaging and/or hygiene seal.

We reserve the right to reject a return or reduce the refund where an item has been worn, used, damaged or handled beyond what is reasonably necessary to inspect its fit and condition, where permitted by applicable law.

4. Hygiene-Sensitive Products

Due to the intimate nature of our products, strict hygiene standards apply.

For hygiene-sensitive products, the product's original individual sealed packaging and/or hygiene seal is considered part of the product's hygiene protection.

To be eligible for a return due to a change of mind, products supplied in individual sealed packaging and/or with a hygiene seal must remain unopened, with the individual sealed packaging and/or hygiene seal fully intact.

Opening the outer shipping parcel does not, by itself, affect your eligibility for a return. The hygiene restriction applies to the individual sealed packaging and/or hygiene seal protecting the intimate product itself.

Where permitted by applicable law, products that cannot be returned for health protection or hygiene reasons will no longer be eligible for return due to a change of mind once their original individual sealed packaging and/or hygiene seal has been opened, removed, broken, damaged or otherwise compromised after delivery.

Before providing return instructions for a hygiene-sensitive product, we may request clear photographs or other reasonable evidence showing that the item remains unused and that its original individual sealed packaging and/or hygiene seal remains unopened and fully intact. This information may be used to verify whether the product meets the hygiene requirements for return.

The request for photographs or other reasonable evidence does not limit or affect any statutory rights available to you under applicable consumer law.

This hygiene restriction does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.

Sleepwear and other garments that are not hygiene-sealed must remain unworn, unwashed and in their original condition, with all tags attached.

5. Non-Returnable Items

The following items cannot normally be returned:

• Hygiene-sensitive products whose original individual sealed packaging and/or hygiene seal has been opened, removed, broken, damaged or otherwise compromised after delivery;

• Gift cards;

• Personalised, customised or made-to-order products;

• Items clearly marked as Final Sale at the time of purchase.

Products purchased during a promotion or at a discounted price are not automatically considered Final Sale unless this is clearly stated before purchase.

Final Sale restrictions do not affect any legal rights relating to faulty, damaged, misdescribed or incorrect goods. They also do not override any statutory cancellation rights where those rights legally apply.

6. How to Request a Return

To request a return, please contact us at support@firmarabrand.com and include:

• Your full name;

• Your order number;

• The item or items you wish to return;

• The reason for the return.

For hygiene-sensitive products, we may also ask you to provide clear photographs showing that the original individual sealed packaging and/or hygiene seal remains unopened and fully intact before return instructions are provided.

If your return is eligible, our support team will provide the authorised return address and any applicable return instructions.

Returns must only be sent to the return address specifically provided by Firmara Brand for that return request.

Our authorised return address may be different from the address shown on the original parcel, the fulfilment location from which your order was dispatched, or any other address associated with the shipment. Depending on the circumstances, the authorised return address may also be located in a different country from the country from which your order was originally dispatched or delivered.

Please do not return an item to the sender address shown on the original parcel unless our support team has specifically confirmed that address in writing for your return.

Additional reasonable shipping instructions, including the required return reference, shipping method, tracking requirements and documentation, may be provided by our support team after your return request has been reviewed.

7. Return Shipping Costs

Unless Firmara Brand agrees otherwise or applicable law requires us to cover the cost, customers are responsible for the direct cost of returning products due to a change of mind, sizing, fit, preference or other non-fault reason.

Return shipping costs may vary depending on your location and the authorised return destination and may be higher than domestic postage where an international return is required.

Firmara Brand will cover reasonable return shipping costs where the product is confirmed to be faulty, damaged, incorrect or not as described, or where applicable law otherwise requires us to cover those costs.

Where permitted by applicable law, return instructions may require the parcel to be sent using a tracked or otherwise verifiable shipping service.

Customers must retain all relevant return documentation until the return and any applicable refund have been completed, including:

• Proof of postage;

• The tracking number;

• Online tracking information;

• The shipping receipt;

• Details of the return destination;

• Parcel weight or other shipment information, where provided by the carrier.

Where a tracked service is required in the return instructions, the tracking number must allow the shipment to be followed online from dispatch to delivery.

Failure to follow reasonable return instructions may affect our ability to identify, verify or process a return, subject always to any rights available to you under applicable law.

Firmara Brand is not responsible for parcels sent to an unauthorised address or returned outside the instructions provided by our support team, except where applicable law provides otherwise.

Original delivery charges are not normally refundable under our voluntary 30-day return policy unless the return is caused by our error, the product is faulty or applicable law requires otherwise.

For cancellations protected by applicable United Kingdom or European Union consumer law, any statutory entitlement to reimbursement of the original standard delivery charge will continue to apply.

8. Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If an item is damaged, defective, incorrectly supplied or not as described, contact us promptly at support@firmarabrand.com with your order number and clear photographs of the issue.

We will assess the problem and provide an appropriate solution, which may include a replacement, repair or refund depending on the circumstances and your applicable consumer rights.

Return shipping costs for confirmed damaged, defective or incorrect products will be covered by Firmara Brand.

9. Exchanges

We do not process direct exchanges.

The quickest way to receive a different product, size or colour is to return the original eligible item. Once the return has been accepted, you can place a separate order for the replacement item.

10. Refunds

We will notify you once your return has been received and, where applicable, inspected.

Returns may be checked to verify that the correct product has been returned and to assess its condition, including its tags, packaging and any signs of wear, use, washing, damage, contamination or handling beyond what is reasonably necessary.

Where permitted by applicable law, we reserve the right to reject a return or make an appropriate deduction from the refund if the item returned is not the product originally supplied or if its value has been reduced as a result of handling beyond what is reasonably permitted.

If approved, the refund will be issued to your original payment method. We aim to process approved refunds within 10 business days, subject to any shorter period required by applicable law.

For cancellations protected by European Union or United Kingdom consumer law, refunds will be processed within the applicable statutory deadline. Where permitted by applicable law, we may withhold reimbursement until the returned goods have been received or you provide adequate evidence that the goods have been sent back.

Any inspection or verification process carried out by Firmara Brand will not extend any mandatory statutory refund deadline applicable to your return.

Once a refund has been issued, your bank, card provider or payment service may require additional time to display the funds in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact support@firmarabrand.com.

11. Contact Us

For return, cancellation or refund enquiries, please contact:

support@firmarabrand.com