Our focus at Firsthand is one thing: people. We’re building a company that values people on both sides of the transaction- through honest sourcing, sustainable process, and a heavy dose of give-a-damn. We want to help people look good, feel good, and be a part of something good. Because people are awesome, so we make awesome stuff!
The ingredients across our entire product line have been heavily vetted to ensure that not only are our products top notch but also extremely safe to use. You can read more about and . We also choose to package our products recycled plastics and promote the closed loop nature of this process. You can read more on .
We believe people matter, so we make products that matter. But that's not the end of the story. We are guided by a set of values that pushes toward becoming the most human centric company in the cosmetic and personal care good industry.
We conceptualize, design, formulate, and manufacture all of our products here in the US in our very own lab. With our team of chemists we obsess over every detail to make sure the ingredients are not only safe but also function to their highest level.
We currently sell our products through our online store and through exclusive retail stockists. Once the re-launch is underway and we have a list of which stockists will be carrying our new line we'll be sure to let you know.
We used to use synthetic fragrances but after our vendors wouldn't reveal the ingredients used to make the fragrances we decided to drop them. There's nothing inherently wrong with synthetic fragrances but companies are not mandated to reveal which ingredients they use in said fragrances outside of the water and alcohol contents. As a result, many fragrance companies use questionable ingredients in their formulas because they are not bound to disclose them. We decided, rather than potentially put people at risk we'll just use essential oils. Natural isn't always better as people can have allergic reactions to certain oils. We make sure to use levels of essential oils in our products that won't cause allergic reactions. If for any reason you are experiencing any allergic reaction symptoms after using our products please reach out to us at .
Our domestic delivery method is either through USPS and takes 5-7 business days to arrive once shipped. Shipping is free on orders over $20. Orders under $20 are charged a flat rate of $4.50. Internationally we ship through DHL Express and this can take anywhere from 5-7 business days to arrive once shipped. International rates vary based on location and DHL pricing available.
US
Items ordered and paid for before 12PM EST will ship that day. Items ordered and paid for after 12pm EST will ship next day. We provide two options for shipping on our site with which we utilize USPS for. You will receive an email notification from us that contains tracking information once your order has been shipped.
International
We ship internationally through DHL so ship times (and pricing) is very quick and much cheaper than we've ever been able to ship internationally. If Customs charges occur please note that you, the buyer, are 100% responsible for the fees. We, the seller, are not responsible for customs charges.
We currently ship internationally with free shipping extended to those who live in the US.
So sorry! Occasionally the shipping carrier doesn't enter or register a shipment until it reaches a distribution center. Don't worry, the product is likely on the way. If you have questions, or if your tracking isn't working altogether please reach out to us at .
It's okay—this happens all the time. Just email us at and we'll get it sorted.
If you entered your address wrong, we have an automated system that will detect it as invalid and email you for the proper address. If you tell us the address is indeed correct we will continue with shipment as is.
It depends—email us at as soon as you can if you'd like to update your order. We fulfill orders pretty quickly, but if you catch us in time we'll get it sorted for you.
We apologize for any issues with your order. If you've had any issues (not received, not what you were expecting, etc.) please email us at so we can make it right. We truly want to please our customers and will always try our hardest to resolve any situations that come up.
You should receive regular order updates via email. Or, you can log into your account page for more order details.
It depends—some of our promos will work in tandem, but others are single discounts that can't be combined. Discounts typically can't be used on subscription products, as you're already receiving a discount. You'll be able to see which discounts have applied at checkout.
We offer secure online ordering and accept Visa, MasterCard, American Express, Discover, and PayPal. We also offer flexible payment options through Klarna and Shop Pay. We are not able to accept checks or money orders.
Don't worry! Usually it's just a matter of correcting your billing details or card information/expiration.
If that doesn't work, contact your bank as they may have declined it for other reasons unknown to us. If you're still having issues, email at —we're happy to help!
Want to save on products you use regularly and have them conveniently delivered? Perfect! You can subscribe to many of our products by navigating the product page and selecting "Subscribe" instead of "Add to Cart". Just choose which cadence you'd like for us to ship the product, checkout as usual, and voila! We'll send you a reminder about future shipments about 3 days before the order ships.
We're confident you'll love your Firsthand products but we understand that things happen and we're not right for everyone. For a full refund, please use our within 30 days of the ship date. Include your order number and the reason for your return request. We'll provide a prepaid return label for you to ship the product back. We'll process the refund when the product is received.
Once your return package is received by our team, it may take up to 5-10 business days for your credit card refund to appear on your statement.
Email us at with your name, order number, and the product(s) you'd like to exchange.
Please note, Gift Cards, Merch, and Bath Accessory (sponges, etc) sales are final.
