RETURNS & EXCHANGES

Email hello@firefeelbrand.com with your order number and the items you want to return. Include photographs of each item and its tags before packing. If you cannot take photographs, let us know: we will still review your request.

We will acknowledge your message and email the return instructions, agreeing the handover method and any collection charge before booking it. Pack the items securely and keep proof of handover. If you arrange your own return shipping by agreement with us, we will provide the address in our reply.

You must return the item itself. Photographs or a cancellation notice do not entitle you to keep a non-defective item and receive a refund.

Return items in their original condition: unworn, unwashed and without stains, makeup or deodorant marks, unusual odours or damage, with all original tags and labels retained. You may carefully try an item on to check its size and fit; wearing it or exercising in it is not trying it on.

Pack items securely. Every returned item is inspected. These conditions do not limit your mandatory consumer rights; use or a removed tag does not automatically remove a statutory cancellation right.

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 handover. Where the carrier supports it, the replacement can be delivered and the original item collected during the same visit. 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, with delivery under the new order terms.

Refunds are made to the original payment method. Gift card or mixed payments are refunded with the actual payment methods taken into account.

For a full return, the calculation includes the price actually paid for the items after discounts and any paid original standard delivery, less the applicable 5% cancellation fee (capped at ₪⁠100) and the agreed return collection charge. Collection costs ₪⁠35 per parcel; a charge already paid separately is not deducted twice. If you arrange and pay for return shipping yourself by agreement with us, we do not charge for a collection we did not provide.

For a partial return, we refund the amount paid for the returned items, less applicable deductions. We do not retrospectively charge delivery because the items you keep fall below ₪⁠349.

For a statutory distance-purchase cancellation, we process the refund within 14 calendar days of receiving your notice, taking account of the reciprocal obligations to return the items and refund the payment. This is not a new 14-day period after parcel receipt. Bank or payment-provider processing may take additional time.

Email us with your order number as soon as possible. If your order has not been dispatched, we will cancel the shipment and refund the full amount paid, including prepaid standard delivery, without a cancellation fee. If payment has not been captured, no refund is needed.

If the order is already in transit, we will check whether it can be stopped or returned and agree the next steps. An order in transit is not treated as a cancellation before dispatch.

Email hello@firefeelbrand.com with your order number and a description as soon as you discover the issue. Include photographs of the item, its tags and a close-up of the problem. If photographs are not possible or do not show the issue, let us know: your request will still be reviewed.

For defects, incorrect items and other qualifying breaches by FIREFEEL, we arrange return collection at our expense, without cancellation or standard return collection charges. Make the item available at the place it was delivered. A delay in our collection must not automatically prevent a refund required by law, and a replacement is not imposed instead of a refund to which you are entitled.