Frequently Asked Questions
The Universe is full of questions; some big, some small. We may not have all the answers, but here's some to a few frequently asked questions. Alternatively, there's a whole host of ways to ask us directly (we've even got a fax!)
A.
Free Delivery - with UK orders over £50
Our Free delivery service will generally be with you within 5 working days - so if you order on Monday, you should get your order by the following Monday, though occasionally this can take a little longer so please allow up to 10 working days before contacting our Customer Service team. We will use the most appropriate method of dispatch depending on the weight and value of your order - this may include a courier service which would require a signature on delivery. We endeavour to dispatch all orders from our warehouse within 2 working days.
Standard Delivery - Royal Mail 1st Class Post - £3.95
Orders sent via our Standard Delivery Service will usually be dispatched that very same day via Royal Mail 1st Class Post. Deliveries should arrive within a few days, but we do ask you to wait 7 working days before contacting our Customer Service Team for assistance.
Next Day Delivery - Royal Mail Special Delivery (Next Day by 1pm) - £6.95
Royal Mail Special Delivery will be delivered by 1PM the next day. (This service is only available to orders weighing under 2kg, and is unavailable in certain outlying areas.)
Express Delivery Service via City Link - £5.95
Orders sent via our Express Delivery Service should arrive on the next working day via courier. Please ensure someone will be available to sign for your order, or specify a 'leave safe' option.
- Next Day (8am-6pm) - £5.95
- Saturday Delivery - £5.95 (delivery between 8am and 12pm)
Same Day Evening Deliveries (Londoners and M25 only) - £12.50
For Londoners who just can't wait till the next day to receive your order, we offer a Same Day Evening Delivery service. Order before 4PM (Monday-Friday) and receive your order LATER THE SAME DAY between 6PM-11PM.
You can track your order with the same day team on 020 7640 3843 - simply quote your name and postcode and they will be able to give you an update.
Orders after 16:00 will be dispatched the following working day for delivery that evening, and orders placed over the weekend will be delivered Monday evening.
Channel Islands, Northern Ireland, Highlands and Islands
Where possible we will dispatch orders to offshore locations and the Highlands using Royal Mail 1st Class Post and Royal Mail Special Delivery Services. Please be aware that some larger/heavier products and orders incur additional charges.
Your delivery options will be displayed on the checkout page and will be worked out depending on your shopping basket. If you have any questions please email us at info@firebox.com or call us on 0800 044 5010.
A.
International shipping is calculated on the weight, size and value of your order, so it can vary depending on what products you have purchased. We constantly review pricing and shipping options with our international couriers, to ensure your delivery is both safe and affordable.
The simplest way to see your delivery options is to head through to the checkout and enter your delivery address; we’ll automatically show you the best available options.
A.
Direct despatch (or drop-shipping) is the term used when the manufacturer/supplier sends an item directly from their Warehouse to you and not from our own Firebox Warehouse.
As a result arrival times will vary, and it will be sent separately to any other product(s) in your order. You may not receive the usual Firebox despatch email.
Postage Options:
Courier options will vary from product to product, so please allow 3-5 days (UK) or 7-10 days (Overseas) for delivery.
A.
Delivery times will vary depending on your selected shipping method. If you’re not sure, just check your order confirmation email, as it has everything you need to know.
Some products, such as
Personalised or Direct Despatch items may take a little longer due to the required production time (see the respective product page for more info.). If in doubt, just give our friendly CS Team a call, or drop them an
email.
You can track your order by entering your Order Number
and Delivery Postcode below:
Further information...
Royal Mail 1st Class Post:
Most deliveries usually arrive within 3 working days, however we cannot investigate a potentially missing delivery with Royal Mail until 7 working days have passed. If you haven’t received your order or a failed delivery card from Royal Mail in that time, we suggest you contact your local sorting office to see if they are holding your parcel for you, before contacting us.
To find out your local sorting office number call Royal Mail on 08457 740 740 or consult your local phone directory.
Royal Mail Special Delivery:
Royal Mail Next Day deliveries should be with you before 1pm on the next working day after dispatch. However for some outlying areas, this is changed to 5pm (JE, GY, ZE, BT, IM, KW, IV and HS). You can track your order online at www.royalmail.com using the tracking number in your dispatch confirmation email.
If you don’t have your tracking number, disagree with the information provided or believe Royal Mail have let you down then please contact ous and we can investigate this for you.
City Link:
City Link should attempt delivery of your parcel the next working day after dispatch - depending on the delivery window you choose:
Next Day - between 8am-6pm
Saturday - Between 8am and 12pm
If no-one is at home at the time of delivery, City Link will often try your direct neighbours to the left and right of your property (unless specifically instructed not to) to save you the trouble of arranging re-delivery.
You can track your order online on
the City Link website using the tracking number included in your dispatch confirmation email.
If you don’t have your tracking number, or disagree with the information provided or believe City Link have let you down then please contact us and we can investigate this for you.
International Airmail:
European Airmail parcels usually arrive within 2-7 working days, however please wait until 10 working days have passed before contacting us. Non-European Airmail parcels usually arrive within 10 working days but please allow 15 working days before contacting us.
International Courier TNT or DPD:
Delivery times vary depending on which country we are delivering to. You can track your order online at www.tnt.co.uk or www.dpd.com using the tracking number included in your dispatch confirmation email.
If you don’t have your tracking number, or disagree with the information provided or believe TNT or DPD have let you down, please contact us and we can investigate this for you.
International USPS:
Usually arrive within 3 working days of dispatch for East Coast addresses and 5 working days for Central and West Coast addresses however please wait 10 working days before contacting us for assistance. You can track your order online at www.usps.com using the tracking number included in your dispatch confirmation email.
If you don’t have your tracking number, or disagree with the information provided by the results or believe the USPS have let you down, please contact us and we can investigate this for you.
A.
We all make mistakes, not to worry. Just get in touch with our CS Team as soon as you can. We strive to dispatch orders as quickly as possible, so the clock’s ticking! (Mind you, if it does get dispatched, just send it back for a refund).
A.
Just give our CS Team a call and we’ll have a return sorted ASAP, whether it’s for a refund or a replacement. Simple as that.
We won’t make you jump through hoops… unless you want to.
For our full returns policy, click
here.
A.
Do you have an overzealous Spam folder? It might also be that you’ve just miss-typed your email address or entered an old one that you no longer use. As always, our CS Team should be able to help you locate the missing order. They're like private detectives, for your order.
A.
The quickest way to get an update is to check the product page, where we will show the expected ETA (e.g. “Expected in the next few days…”). Delays can be caused by weather, production problems, dragons and if the product is very popular. If there is no estimate shown, we are currently chasing our supplier for information. Of course, if you’re not sure, just give our helpful CS Team a call, or drop them an
email.
A.
Unfortunately we don’t have the space to hold partial orders, so we focus on sending your items as quickly as possible (even if that means multiple deliveries). If you’d prefer, you can sign up for a back-in-stock email and place the whole order then.
A.
We appreciate that paying Pre-Order postage can be a real pain; unfortunately, we have to do this for a couple of reasons. Because we can’t hold partial orders, we focus on sending whatever we can, as soon as we can. Each delivery costs us the same, but we’ve decided to discount all Pre-Order deliveries, because it’s the fair thing to do.
A.
Both Royal Mail and our Couriers will leave a ‘failed delivery’ card (sounds harsh, but honestly, it’s no reflection on you). Royal Mail will try and deliver to your immediate neighbours; otherwise they'll return your parcel to the Local Sorting Office, to await your contact. Our couriers (local and international) will generally attempt another delivery the following day, before holding your parcel at their sorting depot.
If you’re unsure what to do, just get in touch with our CS Team.
A.
No invoice and no pricelist, we wouldn’t want to ruin the surprise! We do however attach a despatch note, but this just lists the items and quantity of items - no prices. If you do need an invoice, just let our CS Team know and they’ll send one over to you.
A.
Once you’ve loaded up your basket, head through to the checkout. In the section just before you enter your card details there’s a spot for your voucher code, which will be automatically deducted from your total, as if by magic.
A.
We love everyone equally, but sadly, we just can’t do it. It’s nothing personal.
Due to the high number of orders that fail to clear customs and the costs involved for us, and our customers in retrieving the goods, we’ve been advised to hold off. Sorry.
We accept orders to all BFPO addresses which are charged at the UK Standard Delivery rate of £3.95 per order. There are some product restrictions, but we will contact you if your order is affected by this. For delivery times please refer to
BFPO website.
Your safety is guaranteed because Firebox.com uses the latest security measures to protect your details when you shop with us. We use 256-bit SSL Software to encrypt your credit/debit card information when you place an order on our secure server, which means that only we are able to decrypt the information in order to process your transaction.
After you click on the "Proceed to Checkout" button, secure pages are indicated by:
•the web address changing from "http://" to "https://"; and
•a "padlock" symbol (or key) in the bottom right-hand status bar of your web browser.
In the unlikely event of unauthorised use of your credit or debit card for a purchase at Firebox.com, most banks and card issuers either cover all the charges or may limit your liability to just £50.00. If you feel that you have been the victim of fraud, please contact your banking institution immediately, and then let us know.
We sure can. In fact, here’s two.
EST. 1998
