EST. 1998
Placing an order with us is safe, straightforward and simple. Here's how it works:
See something you like? Simply pop it in your basket.
You can do this right here on our secure website, or give us a call and we’ll do it for you!
We accept Visa, Mastercard & American Express credit cards and Visa Debit cards. We also accept Paypal.
For all contact info and addresses you may need, check our contact details.
Most orders placed before 5PM (Monday-Friday) are dispatched from our warehouse that very same day (subject to stock availability and any security checks) via Royal Mail or our couriers, City Link.
Personalised orders, and products that are 'drop-shipped' (sent directly from the supplier) generally require a few extra days, due to the immediate production time and delivery considerations.
Orders placed after 5PM are processed and dispatched quick-snap the next working day.
Please allow a couple of extra days delivery time for orders to Scottish Highlands & Islands or Northern Ireland.
During times of peak seasonal demand (for example Valentine's Day, Father's Day, and 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.
Please note that couriers cannot deliver orders to PO Box addresses - it's nothing personal, it's just really hard to squeeze the box through that tiny slot.
If you would like to be first in line to order a new product, or something is currently out of stock (and you desperately need it in your life), you can place a Pre-Order to ensure you’re in the queue. Or just leave your email and we'll send you an Email Alert when the product is back in stock.
Pre-Orders ship via our £1.95 delivery service (UK only) as soon as they're available, although if your order is eligible for free shipping, this will apply to your Pre-Orders too.
For International Pre-Orders, variable rates apply depending on location and order volume.
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 the in-stock items and the Pre-Orders will be charged and shipped separately. In this event you will receive separate order numbers for each pre-order.
So your basket's full of Fireboxy goodness, and now you just want your stuff.
It's always a good idea - wherever possible - to choose an address where someone will be available during the day (e.g a work address), as this ensures a nice and simple delivery.
Here's a few things to consider when choosing your delivery address:
Royal Mail: If you are not available when the postie calls, they will leave a calling card (with all the relevant information) and take your order to the local delivery depot. You can either collect it from there or call to arrange for re-delivery. For a small fee they will even deliver it to your local Post Office for you to collect, if that is more convenient for you.
Courier delivery: During checkout you can provide ‘leave safe’ options. That way, if you’re not available when the courier arrives they will leave the parcel safely in the area you indicate, or you can specify that they DO NOT leave safe. If for some reason the delivery fails, they will automatically try again the next working day, and then hold your order at the local depot. Make sure to provide us with your email address when ordering and we'll keep you up-to-date with live tracking of your order.
International courier options and procedures may vary.
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.
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.
Click here to track your order through our warehouse - all you need is your order number and the delivery post code. For more detailed information, see below:
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 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 our Customer Service Team and we can investigate this for you.
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 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 or believe City Link have let you down then please contact our Customer Service Team and we can investigate this for you.
We offer three different delivery options for our international customers; Air Mail, TNT International couriers and USPS for friends in the US of A. We will always endeavour to provide you with the best available options, based on weight/size, value and location.
Delivery times depend on the destination country and we will display an up-to-date delivery expectation on our checkout when you select your country.
Import Tax: Delivery outside the EU may be subject to local import taxes, which are your responsibility where they apply. The shipping company should advise you of any charges prior to delivery or you can consult your local customs office in advance. Unfortunately we cannot advise you what these charges will be and Firebox is not responsible for them.
Please note: If you refuse import charges, 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.
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 our customer service team.
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 our Customer Service Team and we can investigate this for you.
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 our customer service team 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 our Customer Service Team and we can investigate this for you.
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.
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 head on through to the checkout and enter your code in the space provided (just above the Final Total). If you would like to check the value of your Firebox Gift Voucher before shopping, 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:
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.
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 hassle-free, 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. Please contact us by telephone on 0800 044 5010 (UK) / 0044 20 33683410 (International) 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 including your order number, returned items, reason and requested outcome.
You remain responsible for the cost of returning the items and we recommend you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First Class Recorded Delivery). This 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 (UK) / 0044 20 33683410 (International) 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. For International Returns, we will usually arrange for a courier collection at no cost to 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 returning items more than 30 days after purchase please contact us by telephone 0800 044 5010 (UK) / 0044 20 33683410 (International) 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
For more information (and any legal eagles out there), please feel free to peruse the Firebox.com Terms and Conditions.
Father Christmas let you down? Unwanted Christmas presents? Keen to send something back, but too busy celebrating and stuffing your face with festive cheer? 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.
We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers quickly, fairly and with a smile (when appropriate).
If you have something you want to get off your chest, please e-mail us at info@firebox.com or call our Customer Service team on 0800 044 5010 (UK) / 0044 20 33683410 (International).
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.
