FAQ

You can request a return by entering your order information on our returns portal.

Please note: We do not issue refunds to the original form of payment. Instead, all orders are eligible for store credit or one free exchange. To obtain your complimentary return label, please initiate a return in our returns portal. Kindly note that free returns are not available for international addresses.

We accept returns on items purchased within 14 days from when you receive your package. To be eligible, all products must be returned in their original condition, with all original tags attached. We do not accept items that have been worn, washed, or are deemed unsanitary. Please be aware that it is at our discretion to assess the condition of returned items. If an item is found to be in poor condition, we reserve the right to refuse the return or store credit and will return the item to the sender at their expense.

We cannot cancel or refund any bespoke, personalized, or custom orders. All sales of vintage items are final.

Please allow up to 2 weeks for your return or exchange to be processed.

Note: We do not make exceptions to our policy.

At this time Firstport does not offer free exchanges on international orders, and any return shipping costs are the responsibility of the purchaser.

To initiate an international return, please start your process at https://firstport.returnscenter.com by entering the email address and order number you used on the original purchase. Follow the steps, and once complete, and we have processed your return on our end, please ship your items with the label that is sent to the email address we have on file for you.

Yes! Our returns portal allows one exchange per order, which you can initiate through our returns center:

https://firstport.returnscenter.com

You have 14 days from the purchase date to request an exchange. Items must be unworn, in their original condition, with all tags and liners still attached. Please note that items marked as final sale are not eligible for exchange.

When processing your return, you'll have the option to exchange for a different size or select a new item from our store.

Once your return is delivered back to us, please allow 7-10 business days for processing before receiving your store credit or refund. If you choose to receive a store credit, you will need to create an account with us using the email address you used for your purchase. Once we have processed your return, we will add the store credit to your account. You can then use the store credit as a payment method at checkout.

Orders are typically processed and shipped within 3-5 business days (business days do not include holidays or weekends). Orders placed in the USA are delivered within 2-3 business days upon receipt of the package being dropped off at the shipping facility. International and custom orders can take up to 2-3 weeks. From time to time, USPS or UPS may experience shipping delays that are out of our control. Once a package is in USPS or UPS possession via tracking, we will be happy to assist you but also suggest contacting USPS for more detailed information.

International Shipments: We are still fulfilling international shipments but may experience longer delays depending on customer location due to widespread airline cancellations and restrictions. Please note that international orders may require duties and taxes upon arrival, which are the responsibility of the customer. We are only responsible for relaying the item to the courier, not shipment arrival dates or any additional fees.

Delivery times are subject to possible delays and extensions during holidays (Black Friday, Cyber Monday, holiday season), launches or restocks, and limited edition releases and promotions.

All orders are sent directly from our facilities in Connecticut and New York City, USA. Tracking numbers will be provided with all orders. We will be happy to assist you with any order questions you might have. Feel free to shoot us an email at hello@firstportcompany.com.

Please note: All pre-order items may take up to 5 weeks for shipment.

International shipments may experience longer delays depending on customer location due to widespread airline cancellations and restrictions.

Please note: International orders may require duties and taxes upon arrival, which are the responsibility of the customer. We are only responsible for relaying the item to the courier, not shipment arrival dates or any additional fees.

What is Order Protection?

Order Protection protects your order against loss, damage, theft, and more. In a few clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Order Protection is toggled on at checkout.

How do I buy Order Protection?

Order Protection will be available to add once you reach your cart. Once added, it will appear at checkout before you place your order.

How do I make a claim with Order Protection?

If you’ve purchased Order Protection and need to make a claim, head here.

What am I covered for?

Order Protection covers lost, damaged, stolen, wrong/missing items, and orders that are returned to sender.

How long will my claim take?

Order Protection aims to respond within 2 hours. Most customers get a resolution even quicker than that!

How long before my delivery is considered lost?

If your package hasn't had an updated tracking scan in 7+ days, it’s considered lost in transit, and you can make a claim. For international shipments, you can submit your claim after 14+ days.

What happens if my parcel is stolen / if it says delivered but I haven’t received it?

Make a claim as normal here. If your order is high value, you may be asked to provide proof of a filed police report.

What happens if I’ve received a wrong item?

You’ll be asked to provide a photo of the wrong item to confirm the claim.

How long do I have to make a claim?

You have 30 – 45 days to submit a claim, depending on the claim type. This is from the date you placed your order.