Return, Refund & Exchange

Customer Sastifaction

At FirvitaCouture, your satisfaction is our first priority. We stand behind the quality of our products and will make things right if you are not satisfied with your purchase. We believe that we can work together with our customers to make every purchase a positive experience. Our shipments are carefully inspected before leaving our warehouse. But in the event you received faulty item, simply follow the instructions below.

Important thing to note; reasons such as “I changed my mind”, “I don’t want it anymore”, “The colour is different from the website”, will not be considered as valid grounds for refund or exchange. 

Important:

  • All Sales are Final
  • All SALE and promotional-priced items are non-returnable, non-refundable and non-exchangeable.
  • Customers can return damaged/wrong/faulty items (apart from sale items) within 5 days of receipt date for a refund of that item. Any lateness will not be entertained and item(s) will be returned to the customers.
  • Refunds will be in store credit form ONLY.
  • The refunded amount will be for the price of the item(s) only. Original delivery and handling fees are non-refundable.
  • Orders cannot be cancelled once it is being processed. No refunds and cancellation will be entertained.
  • Customers MUST complete the request returns form below.
  • In all cases, the items returned must be in their original condition, UNWORN, UNALTERED, UNWASHED, UN-IRONED with all the tags and the original packaging. The goods will be inspected once received.
  • The goods are customer’s responsibility until they have reached our warehouse. Please ensure to package your returned items properly in order to avoid damages. This include the boxes, packaging and tags. FirvitaCouture is not responsible for any items that are returned with damage.
  • Shipping charges are to be borne by the sender.

FirvitaCouture recommends you use a postal service that insures you for the value of the goods you are returning and obtain a proof of posting.

What if I received a damaged Item?

We apologise if the products received was damaged. 

1. Please email us using the contact us form or email us at [email protected] as soon as possible.
2. Replacement or refund must be informed as soon as possible.
3. Refunds will be in the form of store credit ONLY. Incase customer want a monetary refund, only 90%  from total price of the product will be refunded.
4. We Prefer Maybank in case you want the value to be in bank transfer.
5. If you choose to have refund instead of replacement, a full refund will be made for item(s) value only, not inclusive of postage charges. 
6. Customer can request for an exchange with any of the items available.
7. Customer needs to send a picture of the faulty items. Upon receiving the item, inspection will be made.

 

RETURN/EXCHANGE/REFUND FORM