FAQs

PAYMENTS AND DISCOUNTS/PROMOTIONS

What types of payments do you accept?
We accept card payments using Visa, Mastercard and American Express cards.
We accept payments using PayPal as well as alternative payment methods that are popular in a given country.
How can I place my order?
The only way to place an order is via our website. We do not take orders over e-mail or phone.
I have a discount code, how can I use it?
Put your discount code in the designated field during checkout. Make sure the discount you provided is valid and relevant to the item you are purchasing.
Do you offer student or military/service discounts?
Unfortunately, we do not offer any discounts.
Do I have to pay any customs and/or duty charges?
You will need to pay customs and/or duty charges if your order is over $800.
For more information, please visit the Department of Homeland Security website.

SHOPPING

Is your website secure?
You can shop safely on our website as we use SSL certificate to establish a secure encrypted connection. Also, feel free to visit our TRUSTPILOT page to check us out!
Will I receive a confirmation e-mail after I place my order?
Yes, you will. It will contain the address that you selected for your order to be shipped to and other useful information.
You should always receive a confirmation e-mail after the order is successfully placed. If you have not received one, check your spam folder and/or contact us.
I am having issues with the website, what should I do?
If you are experiencing problems with our website, please, try all of the below solutions first before contacting us:
  • Clear your browser’s cache
  • Use your browser in incognito mode
  • Use a different browser
  • Use a different device
  • Restart your device
  • When will my order be processed?
    We strive to process all orders in the quickest possible fashion. Orders are processed and dispatched within 24h timeframe from being placed.
    Can I change the shipping address/color/size/shipping method after the order is placed?
    Due to the speed at which the orders are processed and dispatched, it is unlikely we will be able to amend the address or change the color/size/shipping method before the order is dispatched.
    Nevertheless, you can try contacting us and we will do our best to assist you.
    Still it is very important to make sure that everything is correct before you hit that confirmation button.
    Can I cancel the order after I placed it?
    Due to the speed at which the orders are processed and dispatched, it is unlikely we will be able to cancel the order before it is dispatched.
    Nevertheless, you can try contacting us and we will do our best to assist you.
    Do you have any shops I could visit and try some things on?
    We are afraid we are an online retailer only. Other than our main office, that is not open to the public, we do not have a physical store that you can come and visit.

    SHIPPING

    Will I receive any notification of dispatch for my order?
    Yes, we will notify you via e-mail that your parcel has been dispatched.
    What shipping services do you use?
    Depending on a number of factors, your order can be dispatched using one of the two following shipping services (US only):
  • USPS Standard
  • USPS Tracked
  • If your parcel is being shipped abroad, please get in touch so we can let you know which carrier is handling your shipment.
    How long will it take before my order is delivered?
    Please, adhere to the Shipping & Returns section of our website.
    How can I track my parcel?
    Depending on the service used, you might be able to track your shipment. To check on the status of your parcel, please visit the USPS website and enter the tracking number provided to you (US only).
    If your parcel is being shipped abroad, please get in touch so we can let you know which carrier is handling your shipment.
    I have not received my parcel and it should already be here. What should I do?
    Before contacting us, we highly advise asking around your neighbourhood and at the local sorting office to see whether the parcel has not been left either with one of your neighbours or taken back to the sorting office.
    If you check all the above mentioned places and the parcel is still nowhere to be found, please contact us about it using our online chat or e-mail. Please, have your full address and order number ready.

    RETURNS & EXCHANGES

    Is every article subject to a return?
    You can return every article as long as it is still in a resalable, pristine condition, with all tags attached and the packaging intact.
    The only exception to the rule, unless faulty, is underwear which has been worn. This does not affect your statutory rights.
    How long do I have to return the ordered item?
    60 days from delivery.
    Do I have to pay for the return shipping?
    Yes, the customer is responsible for the cost of returning the item to us. You may use a service of your choice, however, we would highly recommend sending the parcel via a trackable service.
    Are there any special instructions I must adhere to when returning my items?
    Simply follow the instructions found on the dispatch note. It is advisable to put your order number outside the parcel in a visible place to help with identification.
    I received a wrong/faulty product. What should I do now?
    If you received a wrong product, please, contact us via e-mail by sending a picture of the whole product and a picture of its manufacturer’s label with a clearly visible product reference number.
    In case of faulty products, please, send us a picture of the fault, a picture of the whole product and a picture of its manufacturer’s label with a clearly visible product reference number.
    After receiving the relevant pictures, we will do our best to assist you with the issue.
    I have sent back my product for a refund. How long will I have to wait to receive my money back?
    The refund will be issued once we receive a confirmation from our facility that your parcel arrived safely. A refund will be issued within 10 working days from us receiving the parcel.
    I have sent back my product for an exchange. How long will I have to wait to receive my new item?
    The replacement will be processed once we receive your parcel. The replacement item should arrive within 14 working days.
    Do I need to place a new order if I require an exchange?
    No. We can exchange the article for a different size/color upon your parcel’s arrival (subject to availability). Please note that if there is a difference in price we will be unable to process an exchange.
    What condition does the article have to be to be accepted back?
    We can only accept products that are in a resalable condition, with all labels attached and with their packaging intact.
    Products that do not meet the above requirements may not be accepted.

    PRODUCT INFORMATION

    Are there size guides for your articles?
    Yes, the majority of our products do have a size guide that should help you with choosing the best fitting size.
    Where can I get information about stock? Is there a stock reminder option?
    If you wish to know about stock levels of a specific product, please, contact us via chat or e-mail.
    If the article you are interested in is currently out of stock, you can set up a stock reminder and you will be notified when the article returns to stock.
    I would like to place a larger order with you, is that possible?
    For specific, larger orders or for articles that are currently out of stock, please, contact us via e-mail providing the article’s product reference number or a link to the product.
    Can you tell me about California's Proposition 65?
    WARNING: Some products sold by Military1st may contain chemicals that are known to the State of California to cause cancer and birth defects or other reproductive harm and this notice is a response to Proposition 65, the Safe Drinking Water and Toxic Enforcement Act of 1986 which entitles citizens of California to a clear warning of any risks.
    If you require any further information, please do not hesitate to get in touch with our Customer Service Team. For more information of Proposition 65 and for the full list of the chemicals, please see the following link.

    MY ACCOUNT

    How do I register?
    Please, use Registration Form on our website to create your own Military 1st account.
    Can I create and save wish lists using my account?
    Yes, you will be able to create and save a wish list to be seen after logging into your account.
    How do I sign up to the newsletter?
    You can sign up to our newsletter putting your e-mail into the Newsletter bracket.
    I cannot log in, what should I do?
    First of all, check whether you are logging in on the same region specific website you have registered your account on.
    If you are having trouble logging in despite being on the correct website, we would advise resetting your password using the ‘reset password’ button. You should receive a reset password e-mail. It can end up in your spam folder, so we advise checking there before contacting us.