FAQ

Payment

Q: What payment methods do you accept?
A: We accept major credit/debit cards (Visa, Mastercard), PayPal, Apple Pay, and other options that may appear at checkout (e.g., local methods depending on your region).

Q: Is my payment secure?
A: Yes. All payments are processed through secure, encrypted checkout systems. We do not store your full card details on our servers.

Q: Can I pay with my PayPal account?
A: Yes. Choose PayPal at checkout and you’ll be redirected to PayPal to complete payment. After payment is confirmed, you’ll return to our site and your order will be placed successfully.

Orders & Tracking

Q: How can I track my order?
A: You can track your order on our Track Order page. If you need help, email us at support@e.firmabs.com with your order number.

Q: When will I receive my tracking number?
A: Once your order ships, you’ll receive a tracking email. Tracking updates may take 24–72 hours to appear.

Q: How long does shipping take?
A: Most orders arrive within 7–15 business days after shipment.
If your order hasn’t arrived after 15 business days, please contact support@e.firmabs.com and we’ll help check the latest status.

Q: Do I need to pay duties or customs fees?
A: No. Duties and import taxes are included in your order total — you should not be asked to pay extra fees on delivery.
If a carrier requests a customs payment, please contact support@e.firmabs.com before paying.

Q: Can I cancel my order?
A: You can cancel your order before it ships for a full refund. Once the order has shipped, it can’t be cancelled.

Returns & Exchanges

Q: What is your return policy?
A: We accept returns within 30 days from the date you receive your items, as long as items are unworn, unwashed, and in original condition with tags attached (if applicable).
For full details, please see our Returns & Refunds Policy.

Q: What if my item is damaged or defective?
A: If your item arrives damaged or defective, email support@e.firmabs.com within 7 days of delivery with your order number and clear photos/videos. If a return is required, we cover return shipping.

Q: I chose the wrong size — can I exchange it?
A: Yes. Your first size exchange is FREE (one-time per order, subject to stock availability). Email support@e.firmabs.com with your order number and the size you need.

Q: Can I return an item if there is no quality problem?
A: Yes. You can return items within 30 days of delivery for any reason (if eligible). In this case, return shipping is the customer’s responsibility.

Q: How do I start a return or exchange?
A: Email support@e.firmabs.com with your order number and tell us whether you want a refund or exchange. If the item is defective, please include photos/videos. Our team will reply with next steps and the return address.

Q: Do I need to pay for return shipping?
A:

• Defective / wrong item received: we cover return shipping (if return is required)

• Non-defective returns: customer covers return shipping

Q: How long does it take to get a refund?
A: After we receive your return, inspection typically takes 3–15 business days. Once approved, refunds are issued to the original payment method. Posting time depends on your provider:

• Credit card: 3–15 business days (bank dependent)

• PayPal: 1–3 business days

• Klarna/Afterpay: processed through the provider (timelines may vary)

More Questions?

Email us anytime at support@e.firmabs.com.