How do I buy something?
Just click on the item you want, specify the size if you’re buying clothing, select the quantity and then click ‘Add to Basket’. This will take you to your Shopping Basket, where all the items you’re buying are listed. You can carry on browsing by clicking ‘Continue Shopping’ or, if you’re ready to make your purchase, click ‘Checkout’.

If you’re a first-timer, you’ll need to set up an account with us so click ‘Checkout/Register’. If you’re a return customer, just enter your email address and password.

How can I pay?
We accept major credit cards (American Express, VISA and Mastercard), PayPal, cheque and bank deposit. Registration with PayPal is not required.

What does the order status mean?
Pending: We have received your order and your item(s) will be sent within two working days of receiving your payment.

Processing: Your order has been confirmed along with your payment. If your order is processing, we are waiting for your order to arrive from our warehouse or the item is temporarily out of stock.

Dispatched: Your order has left the building. If you haven’t received it within the timeframe specified by your chosen shipping method, please contact us.

I’m not happy with my purchase – can I return it?
You can return any item for exchange within 30 days of receiving the goods. The item(s) must be unused and in reasonable condition, as determined by First Floor. (This means it must not have been washed, damaged/stained in any way or smell of smoke, deodorant, dog or any other odour.)

If your order arrives in less than satisfactory condition, please contact the First Floor office ASAP on 04 381 0377 or email us for instructions. Please save the original packaging and damaged goods.

You’ll be responsible for shipping costs on any non-damaged or non-flawed returns, but First Floor will pay for shipping on defective goods (provided that you didn’t cause the damage).

Do you ship internationally?
Yes – see our Shipping page for more information.

Do you have a mailing list?
We sure do. Sign up and you'll receive special offers, news and announcements from First Floor. You can unsubscribe if you want, but we will be gutted.

Do you sell items wholesale?
Yes – email to find out more.

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