Refund policy
Looking to return or exchange?
All orders: Please contact us at orders info@firme.us with the order number and styles to be returned.
What is your return policy?
We accept returns on orders within 30 days of order fulfillment.
Please ensure that items are unworn, unwashed, and undamaged. We cannot accept returns or exchanges on swim, bras, panties, briefs, scrunchies, headbands, hosieries, beanies, and most bodysuits. The customer will be responsible for return shipping costs.
Firmé Atelier is not responsible for lost, misrouted, or damaged returns.
If your item is returned to us with dirt, debris (i.e. deodorant, excessive pet hair, etc.), or strong odor (i.e. fragrance, smoke) that we can not easily clean off, your item will be returned to you at your cost and considered final sale and non-returnable.
Is it easy to return items?
Once your return is authorized, you'll receive step-by-step instructions and a prepaid shipping label via email.
HOW SOON WILL I RECEIVE MY REFUND FOR MY RETURN?
Please allow 7 business days from the date your return is received for your original form of payment to be credited.
Can you refund to a different credit/debit card?
Unfortunately, we are not able to refund to a different credit/debit card. If you are requesting to return your order, the refund will be processed back to the original form of payment used to make the purchase.
WHAT IF MY ITEM IS DAMAGED, DEFECTIVE, OR INCORRECT?
If you have received a damaged, defective, or incorrect item, contact info@firme.us. Please include your order number in the subject line, and attach a photo of the damage/wrong item you received. Photos of packaging and the packing slips may also be requested depending on the claim.
Who covers return shipping costs?
While we provide the label, the customer will be responsible for the cost of return shipping. The cost of the label will be deducted from the refund.
What items are non-refundable?
Items marked as final sale (see our return policy section) and free gifts or promotional items with retail value.
How soon will I get my refund?
Refunds will be issued to the original means of payment within 7 business days of the garment being marked as "Delivered" to us.
Returns are accepted for 30 days
Customer provides return shipping
No restocking fee
No final sale items