FREQUENTLY ASKED QUESTIONS

We have done our best to answer most of the FAQs. Most questions you will have will be answered in the menus below, so before you email us, make sure to check them out for an answer. If you cannot find the answer you are looking for, scroll down to the bottom to contact us.

RETAIL & SUPPORT

HOW CAN I CONTACT THE CUSTOMER SUPPORT?

You may reach out to our Customer Service team at info@firstformula.store

We are open during work days from 10 AM - 10 PM GMT.

I WANT TO CUSTOMIZE A PRODUCT, HOW?

Want to make your merch unique? Just drop us a message with your ideas and style preferences through our email or contact form, and our awesome team will take it from there, guiding you through everything, from choosing colors, designs, and adding special details that resonate with your style, so your gear becomes one-of-a-kind!

DO YOU OFFER ANY DISCOUNTS OR GIVEAWAYS?

To stay up to date with the latest products, discounts and offers. Sign up for our email list in the footer. As a reward, you get 15% off on all orders after you sign up.

ORDERS & SHIPPING

WHERE IS MY ORDER?

You will receive a confirmation email if your order was successfully placed. If you have not received a confirmation email within an hour of placing your order, it was not successfully processed. We recommend checking your spam folder as well. If you haven't received the email within 1 hour of ordering, please contact us at info@firstformula.store.

WHEN WILL MY ORDER SHIP?

Please note that orders will be processed and shipped from our warehouses within 3 business days after you place the order. You will receive an email once your order is shipped.

Please note that our warehouses do not ship orders during the weekends. Carriers may experience delays due to global supply chain issues, so some orders may experience shipping delays. You will receive a shipment confirmation email with tracking information once your order has shipped. It may take up to 72 hours for tracking information to update via the carrier.

If your have not received your package after 15 (Domestic) or 30 (International) business days, please email info@firstformula.store.

DOMESTIC/ INTERNATIONAL ORDERS

Domestic orders include shipments to the United States, United Kingdom, Europe, Australia, and Canada. Any orders delivered to countries beyond these regions are classified as international orders. Please note that shipping fees, delivery times, and customs regulations may vary for international orders.

We strive to provide efficient and reliable service for both domestic and international customers, ensuring a smooth shopping experience regardless of the destination.

WHICH CARRIERS DO YOU USE?

We utilize a range of carrier services, selecting the best service based on your delivery address.

WHERE DO YOU SHIP?

We are currently able to ship to all countries. However, shipping is not offered to Guadeloupe, North Korea, Russia, and Ukraine.

WHERE ARE THE ORDERS SHIPPED FROM?

Our warehouses are located in multiple countries. We ship from various locations around the world. When you place an order with us, we process your order from our nearest warehouse to your location.

CAN I CHANGE/ CANCEL MY ORDER?

Orders begin to process within one hour after placing the order, if you want to change or cancel it, you will need to reach out to us by email no later than one hour after placing the order. There is no guarantee that orders will be canceled or changed.


Please make sure all of your information is correct before placing your order. If you have any questions, reach out to us by email or on our contact form.

WHERE CAN I TRACK MY ORDER?

We will email you the tracking number for your package once it leaves our warehouse.

If 5 business days have gone by since you placed your order and you have not received the email yet, please reach out to us.

WHAT IF MY PACKAGE GOT RETURNED TO SENDER?

If your package has been returned to sender, we are unable to reship any returned packages at this time. We may be able to issue a replacement pending inventory availability or provide a refund if inventory is not available. If you think your package has been returned to sender, let us know by submitting a ticket using our contact form.

WHAT IF MY PACKAGE IS LOST OR DAMAGED?

Please note that First Formula Store is not responsible for lost or stolen packages. We recommend shipping packages to secure locations that have someone available to receive the package.


If your package is marked as "Delivered" or shows a final scan, we are unable to file lost in transit claims or offer refunds.


If you have not seen an update to your tracking after 15 (Domestic) or 30 (International) consecutive days, please contact us and submit a ticket using our contact form as your package may be lost. If the carrier determines the package is lost, we will either provide a replacement order (depending on available inventory) or provide a refund in full. Please note that claims cannot be submitted after 90 days from the original order ship date.

RETURNS & EXCHANGES

WHAT IS YOUR RETURNS OR REFUND POLICY?

We want you to love your purchase, but if you are not completely satisfied, we gladly accept qualified returns by mail within 14 days of receipt for all orders. Please contact us at info@firstformula.store prior to returning your item.


Please note, that returned items must be in original, unworn, and sealed condition with all their original tags. All returns are subject to inspection before a refund is processed. Returned items that do not meet the above criteria or that are damaged in transit back to us may not be refunded. Shipping and delivery fees are non-refundable.


Refunds will be processed to the original payment method only. Once your returned item is received and inspected, you will be notified via email. Approved refund requests may take up to 10 business days to be credited back to you. Please check out our returns policy for further information.

I RECEIVED A DAMAGED PRODUCT, WHAT DO I DO?

If you receive a defective or damaged order, please contact us at info@firstformula.store with photos of the damaged or incorrect item, as well as your order number. You must notify us within 14 days of receipt of the order. We will handle it from there. 

Defective or damaged merchandise must be reported to our customer service team before returning so we can handle the situation on a case by case basis. Items that are received damaged/defective qualify for a refund. We may be able to exchange your order for a replacement.

DO YOU PROVIDE RETURN LABELS FOR RETURNED ITEMS?

Shipping costs, both for original purchases and returns, are non-refundable and the customer is responsible for any fees associated with returning the package.

DO YOU OFFER RETURNS FOR INTERNATIONAL ORDERS?

Yes, we are able to offer returns for international orders.

CAN I EXCHANGE AN ITEM?

Due to our rapidly changing inventory, we may not hold specific stock for exchanges. Please double-check our sizing and garment details prior to ordering. If you wish to exchange an item you may return your original purchase in accordance with our refund policy and then purchase a new item.

TAXES

WILL I HAVE TO PAY FOR CUSTOM FEES AND IMPORT DUTIES ON INTERNATIONAL SHIPMENTS?

Please be aware that all international orders outside the US, UK, Europe, Australia and Canada can be shipped delivery duties paid (DDP) OR delivery duties unpaid (DDU) and that you, the customer, are responsible for any local customs fees, taxes, and/or duties.


This applies to all orders that ship outside of the US, UK, Europe, Australia and Canada. However, the exact amount will depend on your country. If you have questions related to customs charges you are advised to contact your local customs office.

PAYMENT METHODS

WHAT PAYMENT METHODS DO YOU OFFER?

You can use any of the payment methods below to pay for your order.

Credit/Debit Card: 

including Mastercard, Maestro, Visa and American Express: Your credit card information is encrypted via the encrypted SSL.

Google Pay/Apple Pay: 

when you use Google Pay or Apple Pay as a payment method, you will be redirected to the Google/Apple environment to complete the transaction.

We take security and fraud very seriously, so all payments are validated and accepted in conjunction with the payment provider and card issuer.

Still not found the answer? Get in touch

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