Refund policy

Last updated: October 23, 2026

We want you to feel confident ordering from firrl. Please contact us before sending a return so we can provide authorization and routing instructions.

45-day return window

Request a return within 45 days of delivery. For a change-of-mind return, the item must be unused, unwashed, in its original condition and packaging, with any tags included. Please provide your order number or proof of purchase.

How to request a return

Contact firrl with your order number, the item you wish to return and the reason.
Wait for our authorization and return instructions.
Pack the item securely and use the return label or shipping instructions we provide. Keep your tracking and proof of postage.

Our approved returns address is VENTUREHATCH LTD, Suite 7194a, 60 Tottenham Court Road, Fitzrovia, London W1T 2EW, United Kingdom. Do not send a parcel to the original dispatch address or any other address without authorization.

Return costs and original shipping

A $10 USD return shipping fee applies to change-of-mind returns refunded to the original payment method and is deducted from the refund. Original delivery charges are non-refundable for change-of-mind returns. No restocking fee applies.

If an item is faulty, damaged or incorrectly supplied, contact us promptly with details and photographs where possible. The $10 return fee does not apply to these cases; we will arrange an appropriate solution and any necessary return shipping at no cost to you.

Refund timing

We inspect returned items within 5 business days after receipt and notify you of the outcome. Approved refunds are issued to the original payment method within 2 business days after approval. Your payment provider may take up to 10 additional business days to post the credit. If that period has passed, contact us for help.

Exchanges

Contact us if you would like another size or item. We will confirm eligibility, availability and any applicable cost before you proceed.

Order changes and cancellations

Contact us as soon as possible after ordering. We will check whether a change or cancellation can be accommodated before dispatch. Once an order has been processed or dispatched, a change may no longer be possible; our return process then applies.

Your statutory rights

This policy does not limit rights that cannot be excluded under applicable consumer law.

Contact firrl

firrl is operated by VENTUREHATCH LTD, registered in England and Wales, company number 17003594.
Registered office: Suite 7194a, 60 Tottenham Court Road, Fitzrovia, London W1T 2EW, United Kingdom.
Email: info@firrl.com
Phone: +1 (541) 767-6873

You can also use our contact form. We aim to respond within 2 business days, Monday–Friday, excluding public holidays. Please include your order number where relevant and never send full payment-card details.