Return Window
Submit your return request within 30 days of delivery.
Firelady Fur
Customer Support
Returns & Refunds
A clear guide to return eligibility, return shipping costs, refund timing, exchanges, and after-sales support.
Contact First
Please contact us before sending any item back.
Item Condition
Items must be unworn, unused, unwashed, and unaltered.
Return Shipping
Return shipping depends on the reason for return.
Refund Timing
Approved refunds are usually issued within 2–5 business days.
Exchanges
Choose a direct exchange, or return and place a new order.
1.
How to Start a Return
To begin a return, please contact our customer service team at [email protected] with your order number and reason for return. Please do not send any item back before your return request has been reviewed and approved.
1
Contact us with your order number and return reason.
2
Submit your return request within 30 days of delivery.
3
Keep the item unworn, unused, unwashed, and unaltered.
4
Return the item with tags, accessories, and original packaging.
5
After approval, ship it within 7 days and provide tracking.
2.
Items Not Eligible for Return
Unless there is a confirmed quality issue, the following items are generally not eligible for return.
Personalized or custom-made items.
Items altered at the customer’s request.
Worn, used, washed, cleaned, repaired, or damaged items.
Items with removed tags, security labels, or authenticity labels.
Items damaged due to misuse, improper care, or improper storage.
Final sale or clearly marked non-returnable items.
Returns sent after the return window has passed.
Freight-collect or COD return packages.
3.
Who Pays Return Shipping?
Return shipping responsibility depends on the reason for return.
Personal-Reason Returns — Customer Pays
Examples include, but are not limited to:
- Size does not fit
- Color or style preference
- Personal taste or wearing preference
- Changed mind
- Ordered the wrong item or size
- No longer needed
- Did not review product details or size information carefully
- Other subjective reasons
Quality Issues or Our Error — We Review & Cover
We will review and cover return shipping when the issue is confirmed to be caused by us.
- Wrong item received
- Wrong color or size sent
- Confirmed product quality issue
Before the review is completed, please do not wear, wash, alter, repair, discard, remove tags, or send the item back on your own. Keep the product, packaging, shipping label, and photo/video evidence for review.
4.
Refund Conditions & Timing
Returned items are inspected after arrival. Refunds are issued only after the return is reviewed and approved.
Transit Time
Carrier transit time is not part of refund processing time.
Inspection
Returned items are inspected after arrival.
Approval
A delivered package still requires warehouse check-in and inspection.
Refund Issued
Approved refunds are usually issued within 2–5 business days.
Original Payment
Refunds are sent to the original payment method only.
Final posting time depends on your bank, credit card provider, or payment institution. If your original payment account is closed or unavailable, please contact the original payment provider for assistance.
5.
Return Address & Contact
Please do not send items back without approval. Once your return request has been reviewed and approved, our customer service team will provide the correct return address and return instructions.
For return requests, refund questions, product issues, cancellations, or after-sales support, please contact us before taking action.
[email protected]6.
Exchange Options
Exchange requests must be reviewed first. Please contact customer service before sending anything back or placing an exchange-related order.
We review each request carefully to make the return process as clear, fair, and smooth as possible.