Returns

RETURNS & REFUNDS POLICY

At Firthwest, we take pride in the quality of our products. If you are not completely satisfied with your purchase, please review the policy below.

RETURN ELIGIBILITY

You may request a return or exchange within 14 days of the delivery date.

To be eligible for a return:

  • Items must be unworn, unwashed, and unused

  • Original tags must remain attached

  • Items must be returned in original packaging

Returns that show signs of wear, makeup stains, deodorant marks, odors (including perfume or smoke), or damage will not be accepted and will be returned to the customer at their expense.

HOW TO INITIATE A RETURN

To request a return or exchange, please contact:

Email: info@firthwest.com

Include:

  • Your order number

  • Reason for return

  • Photos (required for faulty or incorrect items)

Returns sent without prior authorization will not be accepted.

EXCHANGES

Exchanges are subject to stock availability.

If the requested exchange item is unavailable, a refund will be issued instead.

REFUNDS

Once your return is received and inspected:

  • Approved refunds will be processed within 5–7 business days

  • Refunds are issued to the original payment method

  • Processing times may vary depending on your bank or payment provider

Original shipping fees are non-refundable.

RETURN SHIPPING

  • Customers are responsible for return shipping costs

  • We recommend using a tracked shipping service

  • Firthwest is not responsible for lost or delayed return parcels

FAULTY OR INCORRECT ITEMS

If you receive a faulty, damaged, or incorrect item, please contact info@firthwest.com within 48 hours of delivery, including clear photos.

If approved, we will provide a replacement or refund at no additional cost.

NON-RETURNABLE ITEMS

The following are not eligible for return or refund:

  • Items returned outside the 14-day return window

  • Items showing signs of wear or use

  • Items damaged due to improper handling

  • Orders with incorrect address details provided by the customer

  • Parcels refused, uncollected, or returned to sender

ORDER CANCELLATIONS

Orders may be canceled within 12 hours of purchase, provided the order has not entered processing or shipment.

Once an order has been processed or shipped, cancellation is no longer possible.

FINAL SALE ITEMS

All sale or discounted items are final sale and are not eligible for return or refund unless faulty.

IMPORTANT INFORMATION

By placing an order with Firthwest, you acknowledge and agree to this Returns & Refunds Policy.

This policy forms part of our Terms & Conditions.