FAQS

Choose your style, colour and size, add the item to your bag and proceed to checkout. Enter your contact details and address, then select an available delivery and payment method. Before paying, check your items, sizes, address and order total. Once your order has been placed successfully, we will email you a confirmation.

You can check out without creating an account. Enter a valid email address so we can send your order confirmation and delivery updates. Keep the email with your order number — you may need it to check your order status or contact us.

Check your spam and promotions folders, as well as the email address you entered at checkout. If you still cannot find the email, get in touch through Contact Us and include the email address used for the order and your purchase date. If you have already been charged, do not pay again until we have checked your order.

Open Track Your Order and follow the instructions on the page. We will also send you a tracking link once your parcel has been handed to the carrier. If the status has not changed, check the estimated delivery timeframe in your order confirmation. If that timeframe has passed, contact us with your order number.

If you notice a mistake, contact us straight away with your order number and the change you would like to make. We will check whether it can be made before dispatch. Once your order has been handed to the carrier, we cannot change its contents. You can request a return after it arrives, in line with our return policy.

To cancel your order, get in touch through Contact Us and include your order number. We will check its processing status and either confirm the cancellation or explain the next steps if it has already been dispatched. You can find cancellation and refund details in Returns & Exchanges.

We will contact you to arrange a solution. You can cancel the unavailable item and receive a refund for it, or agree to an available alternative. We will not substitute a style, colour or size without your consent. If the missing item affects delivery of the rest of your order, we will explain your options before dispatch.

We deliver within Israel to locations available at checkout. Enter your address to see the delivery options for your order. If your address is not accepted, contact us before paying so we can check whether delivery is possible.

Delivery is free on orders of ₪349 or more. For orders below this amount, the delivery charge will be shown at checkout before you pay.

Standard delivery takes 2–5 business days from order confirmation. If a different timeframe applies to your address, it will be shown at checkout before payment. Business days are Sunday to Thursday, excluding public holidays. We will send you a tracking link once your parcel has been handed to the carrier.

Available delivery methods, prices and estimated timeframes will appear after you enter your address at checkout. Choose your preferred option before paying. If collection is not listed, it is not available for that order.

Send us your order number and the correct details straight away through Contact Us. We will check whether the information can be updated before dispatch. If the parcel is already with the carrier, we will check whether it can be redirected and let you know in advance if there is an additional charge.

Check the latest status using the link in your dispatch email. If the estimated delivery timeframe has passed, contact us with your order number. We will check your parcel's progress with the carrier and let you know what is happening and what options are available.

Check the carrier's message for the next steps and, if your parcel is awaiting collection, the collection deadline. If you cannot reach the carrier or the deadline has passed, contact us with your order number. We will check where your parcel is and arrange the next steps for delivery or return, explaining any costs in advance.

Check the address in your order confirmation and whether someone at that address accepted the parcel with your permission. If you still cannot find it, contact us with your order number and tracking status. We will request proof of delivery from the carrier and help resolve the issue.

Yes. You can notify us of a return within 14 calendar days of receiving your order. The item must show no signs of wear, washing or damage, with its tags still attached. Pack it securely to prevent damage in transit. This voluntary return policy does not limit your rights if an item is faulty or any other rights provided by law.

Open Returns & Exchanges and submit your request through the contact method listed there. Include your order number and the items you would like to return. We will send you instructions, the return address and an available shipping method. Pack your items carefully and keep your proof of postage or carrier handover. Do not use the sender's address on the parcel without checking the return address in our instructions.

The first size exchange in each order is free for the same model and colour, subject to stock. Contact us within 14 calendar days of receipt with your order number, the size received and the size you need, and include photographs of the item and tags. For this voluntary exchange service, the item must be in new condition with its original tags attached.

We will check stock and agree the exchange process with you. The original item must return to FIREFEEL. If the size is unavailable, you may arrange a standard return under the stated charges or voluntarily choose an alternative.

A different colour or model, or a further size exchange, is handled as a return and a new purchase, paid for separately with delivery under the new order terms. See Returns & Exchanges for the process and conditions. Your statutory cancellation rights remain unaffected.

For a standard return of an item that was not right for you, return shipping is paid by the customer. Available options and their costs will be provided before you send the return. If we sent the wrong item or a manufacturing fault is confirmed, we will arrange the return at our expense. Where the law provides different requirements, those requirements apply.

We will let you know when your return arrives and share the outcome of the inspection. We will process your refund to the original payment method and send a confirmation. The time it takes for the funds to appear after processing depends on your bank or payment provider. Returns & Exchanges lists the timeframes for order cancellations and returns of delivered items. If the relevant timeframe has passed, contact us with your order number.

Get in touch through Contact Us with your order number and a description of what happened. For an incorrect or damaged item, please include photos of the item, label and packaging if possible. If something is missing, list the items you received. We will check your order and propose a solution. Keep the packaging and wait for our response before sending anything back.

You can return an individual item from your order under our standard return policy. If a top and bottom were added to your bag as two separate products, they can be returned separately. For a standard return, a set sold as a single product must be returned in full. If there is a problem with part of a set, contact us so we can look into it separately.

Discounted items can be returned under the same conditions as other items. A reduced price alone does not make a purchase non-returnable. Any specific characteristics disclosed before purchase are listed on the product page. If you experience a different issue, contact us.

Your refund is calculated using the amount actually paid for the returned items, including any discount applied. Before completing the refund, we will confirm the total and explain the calculation. Details on refunding the original delivery charge and promotion conditions are available in Returns & Exchanges.

Start by opening the Size Guide from your chosen product page. Take your measurements as shown and compare them with the chart for that type of garment. Check the fit recommendations on the product page too: the same size letter does not always represent the same measurements across brands.

The size chart helps you choose a size using your body measurements. Garment measurements describe the item itself, measured using the method stated on the product page. These are different types of measurements: do not compare your body circumference directly with the width of a garment laid flat. Follow the labels and units in each chart.

Use the key measurement in the chart for your chosen style. If it falls on a size boundary, or you prefer a less close-fitting feel, choose the larger size. If your measurements fall into different sizes and you are unsure, send us the style name and your measurements. We will help you compare them with the chart.

For a jumpsuit, check all the measurements in the chart: bust, waist and hips. If they correspond to different sizes, choose the largest of the sizes indicated by those measurements. Check the product page for additional details on length and fit. If you are still unsure, contact us before purchasing.

Use a soft measuring tape and follow the illustrations in the Size Guide. Keep the tape level without pulling it tight. For advice, send a link to the product or its name, the measurements needed for that style, and whether you prefer a closer or looser fit. You do not need to send a photo of your body.

Each product page lists the fabric composition, construction details and fit information for that item. Check the details for your chosen style, as fabrics and features can vary. If the information you need is missing, contact us before purchasing and we will clarify it.

Follow the instructions on the garment's care label. For detailed washing, drying and care advice, see our Clothing Care Guide.

Check availability on the product page. If a restock notification option is available, leave your email address and you will be notified when your chosen option is back in stock. If there is no notification option, you can ask about future availability through Contact Us. We will only confirm a date once it is known.

Available payment methods are shown at checkout before you confirm your order. Choose your preferred option and follow the payment provider's instructions. If a method is not listed, it is not available for that order.

Orders placed on the Israeli version of our website are charged in Israeli shekels — ₪. Check the currency and final total on the payment page before confirming. If your card uses a different currency, your bank determines the exchange terms and any fees.

Check the details you entered and complete any verification requested by your bank. If you have not been charged, try another available payment method or ask your bank why the payment was declined. If you have been charged but have no order confirmation, contact us before trying again. Do not send your full card number or security code in a message.

Enter the promo code in the designated field at checkout and select Apply. Before paying, check that the discount appears in your order total. The code's conditions — its validity period, eligible products and any minimum spend — are listed in the offer where you received it.

Check the code's spelling, validity period and whether your order meets the offer's conditions. Remove any extra spaces. Whether discounts can be combined depends on the promotion's rules; the final discount is shown before payment. If you meet the conditions but the code still does not apply, send us the code name and describe the error.

Your order confirmation is sent to the email address entered at checkout. If you need a payment document or a copy, get in touch through Contact Us and include your order number. We will check the payment and send the available document to the buyer's email address.

Get in touch through Contact Us. For purchase enquiries, include your order number and a brief description of the issue. We respond within 2 business days, Sunday to Thursday, excluding public holidays. If your enquiry concerns an order change or cancellation, mention this at the start of your message.

FIREFEEL currently takes orders through our website. Use the Size Guide and product details to help choose your size. If an item is not right for you, you can return it under our return policy. We will share details of any in-person fittings or pop-up locations separately if they become available.

We welcome enquiries from stores and studios interested in resale, as well as sports teams looking to buy clothing for their members. Open Business Enquiries, select the purpose of your enquiry and tell us about your request. Product selection, quantities, pricing and timelines are discussed individually after we review your enquiry.

Open Gift Card, choose an available value and place your order. The digital gift card and its code will be sent to the buyer's email address after successful payment. You can forward it to the recipient with a personal message.

Enter your gift card code in the field at checkout and check the final total before paying. If the card does not cover the full amount, you can pay the difference using another available payment method. Any unused balance will remain on the card.

Open Gift Card Balance and follow the instructions on the page. Keep the original gift card email so you can find the card details. If you cannot check the balance, contact us. Do not share the full card code in public messages.

The validity period is stated in the gift card terms on the purchase page and in the gift card email. Check it before paying and keep the email. If you have a question about a card you have already purchased, contact us before placing your next order.

Check your spam folder and the email address used to purchase the card. When redeeming it, copy the code without extra spaces and check the available balance. If the problem continues, send us the gift card order number or the email address used for the purchase. Only provide the full code if requested through a private support channel.

If your order was paid for with a gift card, the corresponding part of the refund will go back to that card. If you also used another payment method, we will split the refund between the payment methods according to how the returned items were paid for. We will explain the calculation before processing the refund. To cancel the purchase of the gift card itself, contact us separately. Its terms of sale and your rights under the law apply.