FAQ

For any questions, comments or concerns you have, we are here to help. Below are some FAQs that might help, otherwise please email support@WeAreFRENDS.com or call us at 1 (877) 733-7556.

Customer support hours of operation: Mon-Fri 8am-6pm PST / Sat-Sun 8am-4pm PST. We will return all emails the same day if received before 4pm PST, Mon-Fri or 2pm PST Sat-Sun.


Online Ordering

IMPORTANT
All orders arrive without a signature requirement. Please make sure to have somebody ready to receive your package, or that the order gets delivered to a safe place. FRENDS & its affiliates cannot be held responsible for lost or stolen packages during the shipment. If such an event occurs anyway, please contact FedEx directly to file a complaint.

To get your order by Christmas (applies to shipping within US only):
- if buying before December 16, select Free Ground shipping
- if buying before December 20, select 2nd Day Air shipping
- if buying on December 20, select Overnight shipping
- orders placed December 21 or later may not arrive in time for Christmas.

Note that we cannot be responsible for the arrival times of international shipments, since they depend on weather, holiday delays etc.

What payment methods do you accept?
We accept Visa, Mastercard, American Express, and Discover.

When will my order ship? How long will it take to reach me?
All orders ship within 2 business days after you have placed the order. If you have placed the order over the weekend, the package may not ship until the following Tuesday of the coming week.
Note that all shipment travel time is in addition to the aforementioned order processing time of 2 business days. So an order placed via FedEx Overnight on Monday will be shipped by Wednesday, and arrive by Thursday. An order placed via FedEx 2-day Air on Wednesday will ship by Friday, and arrive by Tuesday (since FedEx's 2nd Day Air means delivery 2 business days after shipment). FedEx Ground usually takes around 7 days to reach you if on the East Coast, and a bit less if you are on the West Coast. We are not responsible for delays due to FedEx issues, e.g delays due to weather, events, etc.
We do make a best effort to ship Overnight & 2nd Day Air orders within 1 business day of placing an order, but we cannot guarantee this, especially during busy times such as sales or holidays. We do not ship orders on weekends and holidays.


How do I cancel my online order?
Please call us at 1 (877) 733-7556, so we can assist you with canceling your order.

I accidentally put in the wrong shipping address! How can I change that?
Please call us at 1 (877) 733-7556 and have your order confirmation number ready. If the order hasn't shipped already, we will happily change the address for you.


Payment Security

All transactions submitted to use are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties. FRENDS is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe.


Returns / Exchanges

How do I return or exchange my order?
Please send the headphones back to us to the address provided on the packing slip or return form, and circle the item that you are returning/exchanging. Let us know if you would prefer a refund or exchange. Upon inspection of the item, we will follow your instructions for either a return or exchange. Please allow 3-10 business days to process the order. Please note that you will be responsible for all shipping costs.

Can I return my headphones to you if I bought them from a retail store?
If you purchased your product though a certified dealer, please follow their listed return policy for any exchanges or returns. 


Warranty

We offer a 1-year Limited Warranty for Manufacturer’s Defects. See details here.

If you believe you have received a defective product upon arrival, please contact us immediately at 1 (877) 733-7556 or email support@WeAreFRENDS.com for further instructions.

What if I broke my headphones?
We will offer you a 25% off promo code that will be good toward a pair of new FRENDS on our website once the defective product is sent back. Please email support@WeAreFRENDS.com to obtain the code.


Product

How do I use the 3-button microphone?


Middle button: answer/end calls and start/stop songs
Right arrow button: fast forward songs
Left arrow button: go back to the beginning of the song

Will my headphones work with Apple devices?
Yes, all of our headphones are compatible with Apple devices.

Will my headphones work with Android devices?
Yes, however the features of the 3-button microphone are limited to the middle button to answer/end calls and start/stop songs

How do I change the caps on my headphones?
Place your palm over the cap and twist counter-clockwise. The cap will unlock. Do this for both caps. Match the new cap with the words “Top” and “Right “ or “Left” (shown underneath the cap) with the same side headphone, place on top of the headphone and twist clockwise to lock it in. Do the same for the other side.

 

*Please note that some of our classic styles may not be compatible with this feature. Gold and white Taylor/Layla & silver and black Taylor/Layla do not have this feature. Still having trouble? Contact us at: 1 (877) 733-7556.

How do I clean my headphones?
Officially, we advise you don’t use ANY cleaning products on our headphones to avoid risk of damaging the leather or metals. However, we have found success in using a warm water/mild laundry soap solution on the leather headband and white cables. Dampening a white or natural cloth (like a washcloth) with this solution and gently rubbing the headband/cable will remove/lessen most dirt or makeup.

What do I do if my headphones feel tight around my head and are uncomfortable after wearing them?
Our headphones are made for comfort and also for all head shapes. We've made them fully adjustable. Place your hands on the bottom of the headband, just above the metal piece attached to the ear cup. Carefully lift the bottom of your hands upwards. The interior of the headband will respond to reshaping. Do not yank, twist, snap or make other forceful motions. Gentle pressure should be enough to open up the arch of the headband. If you continue to have problems, please feel free to call our customer service line at 1 (877) 733-7556. We're happy to help walk you through this issue.

How do I fold my headphones?
For Taylor styles: Lay them flat and put one ear cushion on top of the other, and fold in towards the bend of the headband.
For Layla styles: fold in the ear cushions towards the bend of the headband.

My headphones are only playing out of one ear. What can I do?
First, try the headphones/ear buds on multiple devices. Next, please take a clean cloth and thoroughly wipe the jack to ensure no oils or manufacturing residue is blocking your connection. Still having issues? Then, it is a manufacturer’s defect on our end. Please email support@WeAreFRENDS.com to process a warranty.