Help

Placing an order with us is safe, straightforward and simple. Here's how it works:

• How to Order
• Order Processing & Dispatch
• Pre-Orders
• Choosing your Delivery Address
• Delivery Options & Charges
• Order Tracking
• International Delivery Options
• International Order Tracking
• Delivering to BFPO addresses
• Wishlist Guide
• Buying and using Gift Vouchers
• Payment Security & Credit Card Safety
• Returns Policy
• Christmas Returns Policy
• Recycling Household Electrical Equipment
• Complaints

Ordering is easy and you can do it in four different ways:

• Online via our secure website;
• By telephone
• By fax; and
• By post

We accept Visa, Mastercard & American Express credit cards and Visa Debit & Visa Electron debit cards. We also accept Paypal, cheques and you can even pay cash using PayPoint. If paying by cheque, funds must clear before orders can be shipped and your cheque should be denominated in Pounds Sterling, drawn on a UK bank and made payable to 'Firebox.com ltd'. For all the offline numbers and addresses you may need, check our contact details.

Most orders placed before 5:00pm (Monday-Friday) are dispatched from our warehouse the same day, subject to stock availability and any security checks, via Royal Mail or our express courier, City Link.

Orders placed after 5:00pm during the week or at weekends are processed and dispatched the following working day.

Pre-orders for products not currently in stock will ship as soon as stock is available (see Pre-Orders) for details.

During times of peak seasonal demand (for example Valentine's Day, Father's Day, but especially Christmas) there may be a slight delay in the dispatch of your order, so please check our homepage for details and allow extra time for delivery.

There is a 'delivery time' link on every product that tells you if it's in stock or not, and also the expected delivery time. If for any reason there's a major delay with the expected delivery time, we'll contact you and explain the situation.

Please allow a couple of extra days delivery time for orders to Scottish Highlands & Islands or Northern Ireland.

Please note we cannot deliver orders to PO Box addresses.

If you would like to order a product before it has launched, or if it is currently out of stock, you can place a Pre-Order with us or choose to have us send you an Email Alert when the product is in stock.

Pre-Orders ship via our free delivery service for UK orders as soon as products come into stock, other rates apply for international destinations and vary according to the products you order (see our Checkout page for current pricing).

If multiple Pre-Orders are ready to ship at the same time, we will do our best to group them into a single dispatch when they are ready.

To place a Pre-Order, click the "pre-order" button to add the product to your basket: a yellow cross will appear next to it indicating that it is an out of stock item. When you get to the Checkout we will take your payment and delivery details but we will only charge your payment card once the goods are ready for dispatch from our warehouse. In the event that you order items that are in stock as well as pre-ordered items, we will only charge your card for those items in stock at that time and these will be are shipped separately. In this event you will also receive separate order numbers for those items that are in stock and for each pre-ordered item.

Once you’ve decided which of our amazing products to buy, the next important decision is deciding where to have it delivered.

Please remember that most of our products, once boxed up and ready to ship, will not fit through your letter box. Therefore it’s advisable to send to an address where someone can be during the day (e.g a work address).

During the checkout process we will show you options for how we can dispatch your order – via Royal Mail or courier etc - so you can choose the most appropriate address. We also offer premium delivery options so that you can choose a more specific time-frame for attempted delivery. These options will require a signature upon delivery.

By helping us succeed in delivering to you 1st time everyone is happy, AND we will reduce our carbon footprint too, which is nice.

Things to consider when choosing your delivery address:

Royal Mail: If you are not in when the postie calls and they can’t leave the package in a very safe place they will leave a calling card and take your order to your local delivery depot (the address for this will be on the calling card). From there you can collect it or call them to ask for it to be re-delivered to the same address. For a small fee they will deliver it to your local Post Office for you to collect from there if that is more convenient for you.

Courier delivery: On our checkout we will offer you some ‘leave safe’ options. If you are not in when the courier arrives they will leave the parcel as you choose: In porch, shed, garage, with a neighbour or you can choose DO NOT LEAVE SAFE if you prefer. If for some reason the delivery driver cannot deliver your order they will automatically try again the next working day but never fear, if you provide us with your email address when ordering we will keep you up-to-date with live tracking of your order.

We offer a choice of the following services for UK addresses:

Economy Delivery - FREE with orders over £19 otherwise £1.49

Our Economy 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 - Same day dispatch by 1st class post - £1.99

Orders sent via our Standard Delivery Service (for products marked "in stock") will be dispatched same day (subject to mandatory security checks) via Royal Mail 1st Class Post, however for larger or heavier orders will may need to use a courier delivery service. 1st Class post should arrive next day but we do ask you to wait up to 5 working days before contacting our Customer Service Team for assistance if your parcel has not yet arrived.

Royal Mail Special Delivery (Next Day by 1pm*) - £6.95

Royal Mail Special delivery will deliver to 99%* of UK addresses by 1PM the next day. This service is only available to orders weighing under 2kg.

*In the following outlying postcodes delivery will be made by 5pm: AB30+, HS1, IV21-28, KA27+28, KW1, KW11-16, PA28-38, PA41-49, PA60+77, PH15, PH17-26, PH30-41, ZE1 and IV52.

Express Delivery Service via City Link £5.95

Orders sent via our Express Delivery Service (placed before 5:00pm on weekdays for products marked "in stock") will be dispatched the same day (subject to mandatory security checks) and should arrive on the next working later day by courier. Please ensure you provide a delivery address where someone will be available to sign for your order.

• Next Day AM (8am-12pm) - £5.95
• Next Day PM (12pm-5.30pm) - £5.95
• Saturday Delivery - £5.95 (delivery between 8am and 12pm)

Please note that these services are only available to orders delivered to mainland UK addresses and are unfortunately not available to some customers with the following postcode prefixes: JE, GY, BT, HS, IM, KA27, KW15-17, PA, PH, TR and ZE.

Same Day Evening Deliveries (Londoners and M25 only) -£12.50

For Londoners (and those close to our Warehouse in Surrey) who just can’t wait till the next day to receive your goodies, we have teamed up with OCS Worldwide to offer a Same Day Evening Delivery service. Order before 16:00 Monday to Friday and receive your order LATER THE SAME DAY between 18:00-23:00. OCS use their own fleet of drivers for the entire process in order to ensure a superior delivery experience. Your order will need to be signed for, so please use an address where someone will be in during 18:00-23:00.

You can track your order with the same day team on 020 7640 3843 – simply quote your name and postcode and OCS 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 off shore locations and the Highlands using Royal Mail 1st Class Post and Royal Mail Special Delivery Services. Unfortunately, some larger/heavier products and orders incur an additional charges:

• Royal Mail 1st Class Delivery - £1.99
• Royal Mail Special Delivery (Next Day by 1pm) - £6.95
• 2-4* Day Service - £10.50
• Next Day Service (where available) - £11.95

Your delivery options will be displayed on the checkout page and will be worked out depending on your shopping basket. Unfortunately there are some products on the Firebox website for which we cannot offer delivery to the these remote locations. If you experience any problems please email us at info@firebox.com or call us on 0800 044 5010

* Most off shore services are 2 day, but some can be up to 4 days.

Click here to track your order through our warehouse - all you need is your order number and the post code of the delivery address.

If your order has been dispatched but you haven't received it yet - please refer to the below for advice:

• Royal Mail 1st Class Post:

  Most deliveries usually arrive within 3 working days after dispatch however we cannot investigate a potentially missing delivery with Royal Mail until 5 working days have passed. If you haven’t received your order, or have received a card advising Royal Mail have tried to deliver then we would suggest you contact your local sorting office to see if they are holding your parcel for you. This can occur if the 'missed delivery' cards are mislaid or if you live in communal entrance flats, as sometimes the cards are not left at all (for safety reasons).

  To find out your local sorting office number call Royal Mail on 08457 740 740 or consult your local phone directory. If you have waited longer than 5 working days, and checked with your local sorting office, then please contact our Customer Service Team and we’ll investigate ASAP.

• Royal Mail Special Delivery:

  Should be with you before 1pm on the next working day after dispatch*. 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 by the results or believe Royal Mail have let you down then please contact our Customer Service Team and we can investigate this for you.

  *unless you live in the following postcode area’s in which case please allow up to 5pm; JE, GY, ZE, BT, IM, KW, IV and HS

• City Link:

  City Link should attempt delivery of your parcel the next working day after dispatch – depending on the delivery window you choose:

  AM – between 8am-12pm

  PM – between 12pm and 5.30pm

  Saturday – Between 8am and 12pm

  If no-one is at home when we attempt delivery, City Link will try neighbours to the left and right of your property (unless you have asked us not to) to save you the trouble of arranging re-delivery.

  You can track your order online at www.city-link.co.uk 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 City Link have let you down then please contact our Customer Service Team and we can investigate this for you.

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We offer three different delivery options for our international customers; Air Mail, TNT International couriers and USPS for USA orders. Where possible we will give you a choice of options and unless specified we will choose the most appropriate option depending on the weight or value of your order.

• Air Mail (for orders under £50 in value / 1kg in weight)
  
  • Europe - delivery in 2-7 working days
  • ROW - delivery in 7-10 working days
  
  
• TNT International Courier
  
  • Europe - delivery in 1-6 working days
  • ROW - delivery in 2-8 working days
  
  
• USPS signature required
  
  • East Coast - delivery in 2-4 working days
  • West Coast - delivery in 2-6 working days

Delivery times depend on the destination country and we will display an accurate delivery expectation on our checkout when you select your country.

Postage Costs are calculated automatically on our checkout when you select the destination country and depend on the size and weight of the products that you are ordering.

Please note that while we display the approximate US$ and Euro amounts for products featured on the Firebox website, when you pay with a credit card you will be charged in Pounds Sterling and your credit card will be debited in your own currency. The actual exchange rate used for the transaction (and thus the final amount in your local currency) will be determined by your credit card company. (Please also note that if you place a pre-order with us the exchange rate may vary significantly from the time you place the order to the time when we charge the transaction to your credit card.)

Import Tax: Delivery outside the EU may be subject to local import taxes, which are your responsibility where they apply. If so, the shipping company should advise you the charges due or else you should consult your local customs office. Unfortunately we cannot advise you what these charges will be and Firebox is not responsible for them.

If these local import/custom charges are refused or not paid by the customer, then the item could be returned to Firebox or possibly destroyed if too expensive to return. Please note: If this happens, we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned product/s minus any costs incurred in returning them to Firebox.

We continue releasing International orders, in time for Christmas, until mid December. Please refer to the checkout page for more information.

Please note: TNT cannot deliver to PO Box addresses.

We accept orders to all BFPO addresses which are charged at the UK Standard Delivery rate of £2.95 per order (£0.95 for small, light items). There are some restrictions regarding which products can be sent but we will contact you if your order is affected by this. For delivery times please refer to BFPO website.

Firebox Gift Vouchers make a great gift and they can be purchased here. If you have been given a Firebox Gift Voucher (or if you have received a Promotional Firebox Voucher), you will be able to put the voucher amount towards your order at Firebox. Simply shop as usual, and enter your voucher code on the checkout page where indicated. If you would like to check the value of your Firebox Gift Voucher, click here.

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.

Firebox.com complies with the following schemes:

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 your bank or card issuer holds you liable, Firebox.com will cover your liability up to £50.00 provided that the unauthorised use of your credit or debit card resulted through no fault of your own.

...are both easy as part of our award winning customer service. We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.

Unwanted Goods

You can return a product within 30 days of the date on which you received it and we will refund you any money which you have paid us for that product. The product needs to be in an ‘as new’ condition and complete with all packaging and components. All you pay for is the return postage of the goods. Please contact us by telephone (on 0800 044 5010) or email (at info@firebox.com) to inform us of your wish to return the goods and we will allocate you a Returns Number.

Please click on the following link to print out your returns form.

If you cannot print the returns form, please include a separate letter with your return detailing all the relevant information – including the return reason code.

We recommend you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First Class Recorded Delivery) and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us.

If you return a product to us that is not in an ‘as new’ condition we reserve the right to return the product to you, or refund you in firebox.com gift vouchers rather than credit your payment card.

Certain products and services are excluded from this returns policy, including food/perishable items, personalised products or those made to order. These items cannot be returned for a refund unless faulty.

Faulty Goods

If you receive an item from us which is faulty, which you did not order or for any other reason which is our fault, please contact us by telephone (on 0800 044 5010) or email (at info@firebox.com) to inform us within 30 days of receipt and we will arrange a refund or replacement.

We will provide you with a returns form and advise you how to send the item back to us; usually this will be by Royal Mail FREEPOST though for larger items we may require a courier to collect them from you.

If we ask you to use our Royal Mail FREEPOST address it is important to obtain a proof of posting certificate from your Post Office and retain it until we confirm receipt of your returned order.

For help with items later than 30 days after purchase please contact us by telephone (on 0800 044 5010) or email(at info@firebox.com) for more information.

Please note that we are unable to accept returns in person at either our head office or warehouse.

Returns Address for unwanted goods

Firebox.com Returns
Units A & B
Coomber Way
Croydon
CR0 4TQ
United Kingdom

You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery).

Please read the Firebox.com Terms and Conditions.

Christmas Returns Policy

Unwanted Christmas presents? Worried that you're not going to able to send stuff back after Christmas? Worry not.

If you purchase something from our site for Christmas and the recipient doesn't have the taste to realise a) how great both you and your present are or b) the possible benefits of owning more than one of it/them, then you can send the product back to us for a refund as long as the product is unopened and in perfect condition*. You must advise our customer service team before the 15th Jan and we must receive it back in our warehouse before the end of the month. Recipients can send their gifts back directly and we can offer them a Firebox.com gift voucher matching the value of the initial purchase.

This applies to any order purchased between the 15th of October and the 25th of December, which falls outside the normal 30 day guarantee.

*perfect condition means just that.

From July 2007 the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations require that all producers of electrical equipment are now obliged to pay for recycling of household electrical goods - previously this bill was met by councils or items were not recycled at all. These regulations also require that all retailers actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment.

To help you get your waste electrical goods recycled, we are contributing towards a national fund which will assist local councils to further develop their existing waste electronics collection facilities, which will in turn allow producers of this equipment to meet their obligations.

Not all council sites are suitable to collect all types of waste electrical goods but to find out your nearest participating site (including other collection facilities that may not be operated by the council) and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk. Don't forget to have your postcode ready to use in the 'recycling facilities' locator.

Electronic waste is one of the fastest growing types of waste and much of it can be recycled and resources recovered to make new stuff. To remind consumers of the collection methods available (which in turn allow recycling to take place), all electrical items sold now carry the 'crossed out wheeled bin' symbol. To ensure your waste electronics don't contribute to damaging the environment, please use www.recycle-more.co.uk and recycle today.

Mobile Phone TEXT Service
You can even get details of your nearest recycling facility via mobile phone! Text WASTE or ELEC along with your UK postcode to 60060 (eg. ELEC SW2 4RT), and you will receive a text back with details of where you can recycle anything from plastic milk bottles to old toasters. (Texts cost 50p plus your standard network charge).

We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly.

If you feel you have a complaint you wish to make please e-mail us at info@firebox.com or call our Customer Service team on 0800 044 5010.

We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.