Refund policy
At Fireswan, we want you to love how you look and feel in every piece you receive from us. This Refunds & Exchanges Policy explains when and how you can return, exchange, or receive a refund for items purchased from our official online store.
If something isn’t quite right, we’ll do our best to make it easy. If you have any questions about this policy or your order, please email us at collab@fireswan.shop or contact us via our website’s live chat — our customer support team is available 24/7.
Want to start a return right away? You can submit your return request through your account at: https://account.fireswan.com
Before submitting a request, please review the refunds & exchanges policy below to make sure your item meets our return eligibility. If you’d like to see the step-by-step return process, please refer to section 6: How to submit a return request.
1. Return window
We offer a 30-day return policy. You have 30 days from the date you receive your order to request a return or exchange.
After 30 days, we’re unable to accept returns or issue refunds.
2. Return eligibility
To keep our products fresh and hygienic for all customers, returned items must:
• Be in new, unworn condition
• Have all original tags attached
• Be free of stains, odors, pet hair, and signs of wear
• Be returned in the original packaging (or equivalent protective packaging)
• Include your order number or proof of purchase
We reserve the right to refuse returns that do not meet these conditions.
3. What items can be returned?
1) Full-price items
Full-price items are eligible for a refund to your original payment method or store credit, as long as they meet the conditions above.
2) Sale / discounted items
Unless otherwise stated on the product page, sale and discounted items (including promo code purchases) are also eligible for return for a refund or store credit under the same conditions as full-price items.
3) Final sale items
Only items clearly marked as “Final Sale” (for example, certain clearance or deeply discounted styles) are non-returnable and non-refundable. We will always call this out on the product page before you check out.
4. Exchanges (size, color, or style)
If your item doesn’t fit quite right, we’re happy to help with an exchange where stock is available:
• You can request an exchange for a different size or color of the same style.
• If the requested item is out of stock, we’ll process a refund or store credit instead.
• In some cases, the fastest way is to place a new order for the size you want and return the original item for a refund or store credit.
5. Return shipping fees
For returns due to personal reasons, including but not limited to wrong size, change of mind, dislike, or no longer wanting the item, customers are responsible for the return shipping cost.
If the item you received is damaged, defective, or incorrect, we will provide a return solution at no additional cost to you, which may include a prepaid return label, replacement, exchange, partial refund, or full refund, depending on the situation.
Original shipping fees are non-refundable, unless your order arrived damaged, defective, or incorrect.
6. How to submit a return request
You can submit a return request directly through your account on our online store. Please follow these steps:
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Open the returns page
– Click the profile/account icon in the store menu, or go to our Refund Policy / Returns page and follow the link to start a return. -
Log in to your account
– In the “Email” field, enter the email address you used at checkout and click “Continue”.
– Go to your email inbox and open the message sent from our store.
– Copy the six-digit verification code included in that email.
– Return to our online store and enter the six-digit code to log in. -
Select the order
– In your account, find the order you want to return.
– Click “Request return” next to that order. -
Select items to return
– If your order contains multiple items, select the specific item(s) you wish to return. -
Provide details
– Choose a reason for the return from the options provided.
– Add any notes or comments for our team (optional, but helpful). -
Submit your request
– Click “Request return” to submit your return request. -
Approval and shipping
– If your return request is approved and items need to be shipped back, you will receive an email with:
• Return shipping instructions
• A return shipping label (where applicable)
– Once we receive and inspect the returned product(s), your refund or exchange will be processed.
If you experience any issues with the online return process, you can always contact us directly at collab@fireswan.shop or via live chat, and our support team will assist you.
7. Damaged, defective, or incorrect items
We’re very sorry if something arrives not quite right.
• Please inspect your order as soon as you receive it.
• If you receive a defective, damaged, or incorrect item, contact us right away at collab@fireswan.shop with:
– Your order number
– A brief description of the issue
– Clear photos of the item and packaging
We will review the case and arrange a replacement, exchange, or refund as quickly as possible.
8. Non-returnable items
For hygiene and safety reasons, certain types of products are non-returnable, including but not limited to:
• Intimates, underwear, and certain close-to-body base layers (if applicable)
• Items marked as “Final Sale”
• Gift cards
If you’re unsure whether a specific item can be returned, please contact us before placing your order.
9. European Union – 14-day cooling-off period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
To exercise this right:
• You must notify us within 14 days of receiving your order.
• Items must be in the same condition you received them: unworn, unused, with tags, and in original packaging.
• You’ll also need the receipt or proof of purchase.
This EU right operates in addition to any other return rights described in this policy.
10. Refunds
Once we receive your return, we will:
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Inspect the item(s).
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Notify you by email whether your refund has been approved or rejected.
If approved:
• Refunds are issued to your original payment method.
• Please allow up to 10 business days for your bank or card issuer to post the refund to your account.
If it has been more than 15 business days since your return was approved and you still haven’t received your refund, please contact us at collab@fireswan.shop.
11. Need help?
If you have any questions about sizing, fit, returns, or exchanges, we’re here for you:
Email: collab@fireswan.shop
Live chat: available on our website 24/7