FAQs
July 21, 2021 2024-10-29 22:08FAQs
ORDERS & SHIPPING
How long will my package take to arrive?
Orders are typically processed within 1-3 business days. Shipping times vary depending on your location. US Domestic orders usually arrive within 5-7 business days, while international orders can take 10-15 business days.
How do I know my package has shipped?
Once your order is shipped, we’ll send you a tracking link so you can monitor its progress until it arrives at your doorstep.
Do you offer international shipping?
No! We only offer US shipping for now.
Can I cancel my order?
If you need to cancel your order, please contact us within 24 hours of placing it. After this time, we may not be able to cancel, but we’ll assist with a return if eligible.
What if I entered the wrong address for my order?
If you realize you entered the wrong shipping address, please contact us as soon as possible. If your order hasn’t been shipped yet, we can correct it. Unfortunately, once an order is shipped, we cannot change the address.
What should I do if my order is delayed or hasn’t arrived?
If your order is taking longer than expected, first check the tracking link for updates. Sometimes, delays can occur due to customs or postal issues. If you still have concerns, feel free to reach out to our customer service team for assistance.
What if my package is lost or stolen?
We’re here to help! Contact us if you believe your package is lost or stolen, and we’ll assist you with locating your order. In some cases, you may need to file a claim with the shipping carrier.
Do you offer free shipping?
We offer free US standard shipping on orders over $50.
What happens if my order is returned to sender?
If a package is returned to us due to an incorrect address or delivery attempt, we’ll contact you to arrange reshipment. Additional shipping fees may apply in these cases.
Do you combine shipping for multiple orders?
If you place multiple orders within a short time frame, contact us as soon as possible, and we’ll try to combine them. Combined shipping is only available if your orders haven’t already shipped.
What should I do if I didn’t receive a confirmation email?
If you didn’t receive a confirmation email, first check your spam or promotions folder. If it’s not there, contact us, and we’ll verify your order and send another confirmation if needed.
RETURNS & EXCHANGES
Can I make changes to my order?
We process orders quickly to ensure fast shipping, but if you need to make changes, contact us as soon as possible after placing your order. We’ll do our best to accommodate your request.
What is your return/exchange policy?
We want you to love your purchase! If you’re not completely satisfied, we accept returns within 15 days of delivery. Items must be unused, unworn, and in their original packaging.
Do I have to pay for return shipping?
We currently do not cover return shipping costs, so customers are responsible for shipping their return back to us. However, if the return is due to an error on our part, such as receiving a wrong or damaged item, we’ll cover the return shipping cost.
What if I receive a damaged or incorrect item?
We’re very sorry for the inconvenience! Please contact us immediately with a photo of the item, and we’ll send you a replacement at no additional cost. Damaged or incorrect items are fully eligible for exchange or refund.
How long does it take to process a return or exchange?
Once we receive your return, it typically takes 5-7 business days to process. After processing, refunds are issued to your original payment method, and exchanges are shipped within a few days.
Can I return sale or discounted items?
Sale or discounted items are final sale and cannot be returned or exchanged unless they arrive damaged or defective
Will I be refunded the original shipping cost?
Shipping costs are non-refundable unless the return is due to an error on our part. In cases where the return is our responsibility, we will refund the original shipping cost.
What if my return/exchange request is outside the 15-day window?
Unfortunately, returns or exchanges requested after the 15-day window are not eligible. We recommend reaching out to us as soon as possible if you’re considering a return.
How will I know if my return has been received and processed?
Once we receive and process your return, we’ll send you a confirmation email. If you have any concerns about the status of your return, feel free to contact our support team.
FIT & SIZING
What sizes are available?
Our products are designed in a one-size-fits-all option, crafted to comfortably fit a wide range of body types. If you have any questions about sizing, feel free to reach out!
What sizes does "one-size-fits-all" typically cover?
Our one-size-fits-all legwear is designed to accommodate a range of sizes, typically fitting most body types within a standard S to L range.
Will the one-size option stretch out over time?
Our products are made with high-quality, stretchable materials designed to retain their shape after wear and washing. Following our care instructions will help maintain their elasticity and fit.
What if the one-size doesn’t fit me?
If the fit isn’t quite right, we offer a flexible return policy. As long as the item is unworn and in its original packaging, you can return it within 15 days of purchase.
Can I expect the same fit across all products?
While all our legwear is designed for a one-size fit, some styles—such as thicker fabrics or highly elastic materials—may offer a slightly different feel.
Additional
Do you offer any discounts or promotions?
Yes! We occasionally offer discounts and promotions. Join our mailing list or check our website for the latest offers and seasonal sales.
Do you restock sold-out items?
We restock popular items as often as possible, but quantities can be limited. You can follow us on social media to stay updated.
How do I care for my products?
To keep your legwear looking fresh, we recommend hand washing or put it in laundry bag with mild detergent and laying flat to dry. This helps prevent stretching and maintains the design quality.
Are the colors and designs true to what I see on the screen?
We work hard to ensure our photos are accurate, but slight color variations can occur due to screen settings and lighting. If you have any questions about a specific design, let us know!
Are your products ethically made?
We are committed to working with suppliers who uphold ethical labor practices. We aim to create legwear that is both stylish and responsibly made.
Can I find your products in any physical stores?
Currently, we’re an online-only store, which allows us to keep our collections unique and widely available. Enjoy browsing our styles from the comfort of your own space!
How do I contact customer service?
You can contact our customer service team via email at firstfloorus@gmail.com. We’re here to help!
