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.

All returns must be requested and approved before being sent back. Items returned without prior authorisation may not be accepted.

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.

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.

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.

4. Hygiene-Sensitive Products

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

Products supplied with a hygiene seal or sealed protective packaging must be returned with the seal and packaging intact.

Where permitted by applicable law, products that cannot be returned for health protection or hygiene reasons will no longer be eligible for return once their hygiene seal or sealed packaging has been opened, removed, broken or damaged.

This 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 hygiene seal or sealed packaging has been opened;
• 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.

Where applicable, we will send you a prepaid return shipping label together with instructions explaining how and where to send your parcel.

Please do not send products to an address shown on the original parcel unless our support team instructs you to do so.

7. Return Shipping Costs

Firmara Brand provides prepaid return shipping labels for eligible returns originating from:

• The United States;
• The United Kingdom;
• Germany.

For returns originating from other countries, customers are responsible for the return shipping costs unless the item is faulty, damaged, incorrect or applicable law requires us to cover the cost.

We recommend using a tracked shipping service. Firmara Brand is not responsible for parcels sent using an unauthorised label or returned outside the instructions provided by our support team.

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.

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 inspected.

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. We may withhold the refund until the returned goods have been received or you provide evidence that they have been sent back.

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