Refund policy

Last updated: October 28, 2026

1. Return and cancellation period

If an item is not right for you or you change your mind, notify us that you wish to cancel your purchase within 14 calendar days after receiving the item.

If you receive the written confirmation of your order terms, containing the required information about the seller, your purchase and how to cancel, after receiving the item, the period starts on the date you receive that confirmation.

The date of your request is the date we receive your notice, not the date we reply or arrange return shipping.

2. Condition of returned items

Items must be returned in their original condition: unworn, unwashed and without signs of use, stains, traces of makeup or deodorant, 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 considered trying it on. Items must be securely packed for return shipping. Keep the original packaging where possible.

Every returned item is inspected. Significant deterioration and loss of value caused by use may give rise to a claim for compensation as provided by law.

These requirements do not limit your mandatory rights under applicable law, including your rights if an item is defective or does not match your order. Use of an item or removal of a tag does not automatically remove your statutory right to cancel a distance purchase. We do not automatically withhold the full refund on that basis.

3. How to start a return

Email hello@firefeelbrand.com with your order number and the items you wish to return. Include photographs showing the overall condition of each item and its tags before packing it. Other cancellation methods available under applicable law remain available. We will acknowledge your request and provide return instructions.

Photographs help us review your request, but do not replace returning and inspecting the item itself. If you cannot provide photographs, let us know in your message: your request will still be reviewed.

4. Returning items and return collection costs

For a change-of-mind return, you must return the item to FIREFEEL. Sending a cancellation notice does not entitle you to keep a non-defective item and receive a refund for it.

Before arranging collection, we will agree the return method and date, the items in the parcel and the collection charge. Collection arranged by FIREFEEL costs ₪⁠35 per parcel, even if the parcel contains several returned items. The agreed charge may be deducted from your refund; if paid separately, it will not be deducted again.

If, by agreement with us, you arrange and pay for return shipping yourself, FIREFEEL will not charge you for a collection service that was not provided. Send the item to the agreed return address and keep proof of handover or tracking.

Return instructions, including the return address where needed, will be provided by email after you contact us.

5. Receipt, inspection and refunds

The standard process for a change-of-mind return is: contact us → agree how to return the item → hand over the item → FIREFEEL receives and inspects it → the refund is processed.

When the parcel arrives, we check its contents, including the model, colour and size, inspect the condition of the items and let you know if we find any discrepancies. Returning the items and refunding the payment are reciprocal obligations and are carried out in accordance with the law.

For a statutory cancellation of a distance purchase, the refund is processed within 14 calendar days of receiving your cancellation notice, taking account of the parties' reciprocal obligations. We do not start a new 14-day period when the return parcel arrives. The time it takes for the refund to appear on your statement also depends on your bank or payment provider.

For a full return of an order, the refund amount includes the price actually paid for the items after discounts and any amount paid for the original standard delivery. The applicable cancellation fee and agreed return collection charge described below are deducted from that amount.

For a partial return, we refund the price actually paid for the returned items after discounts and any applicable deductions. We do not retrospectively recalculate the original delivery charge because the value of the items you keep falls below the free-delivery threshold. Mandatory charges and refunds are calculated with your statutory rights preserved.

Refunds are made to the original payment method in accordance with applicable rules. A refund of a bank or card payment will not be replaced with store credit without your agreement. For gift card or mixed-method payments, the refund reflects the payment methods actually used.

For a change-of-mind cancellation after dispatch, we deduct a cancellation fee of 5% of the price actually paid for the returned items, capped at ₪⁠100. Return collection arranged by FIREFEEL is charged separately at ₪⁠35 per parcel. If you have already paid this charge separately, it will not be deducted from your refund again. We do not deduct additional discretionary packaging, handling or payment-processing fees.

No cancellation fee applies if you cancel before dispatch. No cancellation fee applies where an item is defective, does not match your order, FIREFEEL fails to deliver within the agreed time, or another breach by FIREFEEL gives rise to cancellation rights under applicable law.

6. Cancellation before dispatch and orders in transit

To cancel before dispatch, contact us with your order number as soon as possible. If the order has not yet been dispatched to you, we will cancel the shipment.

If you have paid, we refund the full amount paid, including any prepaid standard delivery charge. No cancellation fee applies before dispatch. If no payment has been captured, no refund is required; any payment authorisation is handled by your payment provider.

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

7. Size exchanges

If you need a different size of the same model and colour, contact us within 14 calendar days after receiving the item with your order number, the size received and the size you would like. We will check availability and arrange the exchange.

The first size exchange for each order is free.

If the exchange takes place in one visit, hand the original item to the courier or FIREFEEL representative when you receive the replacement. If the carrier does not support this service, we will agree the process with you before arranging it. The original item must be returned to FIREFEEL; receiving a replacement does not entitle you to keep both items. Confirmation that a parcel has been collected does not replace our subsequent inspection of its condition.

For this voluntary exchange service, the item must be in new condition with its original tags still attached. Your statutory cancellation rights remain unaffected.

Exchanges depend on the requested size being available. If it is unavailable, you may choose an alternative voluntarily or arrange a change-of-mind return. We do not require you to choose another model, wait for an unconfirmed restock or accept store credit instead of a refund to which you are entitled.

8. Different colours, models and further size exchanges

The free first size exchange does not automatically cover a change of colour or model.

A change of colour or model, or a further size exchange, is handled as a change-of-mind return and a new purchase. The original item must be returned to FIREFEEL using the process described above. The new purchase is paid for separately, and its delivery charge is calculated under the terms of the new order.

If we sent the wrong size or colour, or the item materially differs from its description, the following section applies rather than the paid change-of-mind return process.

9. Defects, damage and FIREFEEL errors

Contact us as soon as you discover a problem, providing your order number and a description. Include photographs of the overall item, its tags and a close-up of the problem. If the problem cannot be shown in a photograph or you cannot take photographs, let us know: your request will still be reviewed.

In cases covered by applicable law, including a defect, an item that does not match your order or its description, or failure by FIREFEEL to deliver within the agreed time, FIREFEEL arranges return collection at its own expense. You will not be charged a cancellation fee or the standard return collection charge.

Make the item available for collection at the place where it was delivered to you. A delay in collection arranged by us must not automatically prevent a refund required by law. Where you are entitled to cancel, we refund the amounts due under applicable law; we do not require you to accept a replacement instead of a refund.