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Frequently Asked Questions

Your Order

Where is my order?

Looking at your letterbox? Dwelling on the door mat? We understand. Waiting for your items can leave you on sweaty, breathless, and wanting more.

If you’re not sure what delivery method you selected, you can 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 as they are not made or despatched from our own warehouse but from a trusty partner in crime. There’s an ETA on the product page if you can’t quite remember.

You can track your order click here

How late in the day can I place my order?

Are you the last-minute type? No problem. If you’re in the UK you have until these times for your order to leave our warehouse on the same day:

  • Free and Standard Delivery (orders over £100) – 3:00pm GMT
  • Next Day Delivery (Monday - Saturday delivery) – 3:00pm GMT
  • Larger orders to the UK (via DPD) - 1:00pm GMT
  • Shipped outside of the UK (for all services) - 12:00pm GMT.

Orders placed after these times on a Friday will not be despatched until the following Monday.

If you miss any of these times (time to get a watch), your order shall be sent out the following working day.

We've also placed a handy little timer on our checkout to help you to know when to expect your order.

Something from my order is missing, what do I do?

Don’t fret, it’s most likely on its way separately. Could it have been on Pre-Order? Or perhaps on Direct Despatch? Or too big to fit in one of our normal boxes? No? Just get in touch and we’ll eagerly track down where it’s sneaked off to.

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Shipping

What are your UK delivery options?

Direct dispatch and personalised products

For all direct dispatch and personalised products please view the important information towards the top of the individual product pages.

Free Delivery - with mainland UK orders over £100

Hey big spender. Our free delivery service will be with you within 3-5 working days. Your package will be sent using a courier and will require a signature. All the info you need will be sent in your despatch email as soon as your package has left our warehouse.

Standard Delivery - Tracked - £4.49

Orders sent using our standard service are delivered by Yodel or Hermes (depending where you are). It shall generally be in your hands within 3-5 working days and will need a signature.

P.S. We try our hardest to despatch all orders within 24 hours (depending on what time you placed yours).

Next Day Delivery - £5.49

Orders sent using our Express service are delivered by Yodel 24. It will be with you in 1-2 working days after you place the order (if placed before 3:00pm) for delivery between 9:00am and 5:00pm, Monday to Saturday. It will need a signature too. All the info you'll need shall be sent in your despatch email once it's left our warehouse.

Channel Islands, Northern Ireland, Highlands and Islands

You can select standard or express delivery for orders to offshore locations and the Highlands. Standard delivery will go with Hermes. Please be aware that some larger/heavier products and orders can incur additional charges.

Your delivery options will be displayed on the checkout page and will be worked out depending on your shopping basket.

What are your International delivery options?

Bonjour, Hola, Howdy, G’Day Mate; we have a variety delivery options to get your goods from our small island to yours.

International shipping is carefully calculated on the weight, size and value of your order, so the options can vary depending on what you have purchased. The simplest way to see is to head through to the checkout and enter your delivery address/country; we’ll automatically show you the wide variety of available options you have, don’t worry, you won’t be charged.

However, to give you a rough idea:


Airmail – Untracked: Prices start from £2.25, takes around 7-10 working days and can carry most items up to 2kgs in weight.

Courier – Tracked (DHL): Prices start from £12.95, tends to arrive a bit faster, and can carry heavier loads/bigger sizes.

What does direct despatch/drop-ship mean?

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 and delivery charges 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.

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Payments

What payment methods do you accept?

You can use any of the cards listed below to pay for your order:

MasterCard,Visa,American Express and PayPal.

What currencies can I use?

We take payments in the following currencies depending on your shipping destination:

£GBP

$USD

€EURO

Please note: some banks may charge you an International Transaction Fee.

I’ve got a Firebox Voucher, where do I enter the code?

When you’re ready to checkout, just enter your code at the basket page.

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Returns

It’s just not what I wanted (or it’s faulty), what about returns and refunds?

If you’re unlucky enough to receive a faulty product or you’ve changed your mind (how could you?!), no problems. We’ll try to make it as easy as we can. In fact, we’ll make it free.

Simply print and fill out our Freepost address label by clicking here and be sure to return it to us within 30 days (keeping your Post Office receipt of course). Should your item be on the heavy side (tents and the like), please contact us first to arrange a courier collection instead. We are unable to accept unwanted orders that are returned outside of 30 days, that’s plenty of time to for you decide whether it’s for you.

Please note for International Orders: If you live outside the UK and your item is faulty or unwanted, then the process is slightly different. Because international post offices can’t recognise our freepost address, you cover the initial cost of return but don’t worry, you’ll be refunded this once it’s back in our hands (up to a maximum of £7 per kg). Please make sure to keep the receipt for any monies paid, so we know how much to refund you. To print off your International returns label, click here.

NB - A small number of items are excluded from our free 30 days returns, click here for our full returns policy.

Do you have an extended Christmas returns period?

The early bird still catches the free-returns-worm. Our extended Christmas returns run between the 1st November and the 15th January.

Click here to find out more

Can I exchange my item for something else?

Change of heart huh? We can’t exchange items but we can easily give you a refund or a voucher to buy something else.

Click here to find out more

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Sorry, we cannot find your question.

Send us an email at info@firebox.com

Contact Us

Email:

9am - 6pm Mon - Fri
info@firebox.com

Message us:

Write to us:

Firebox.com Ltd
Dragoon House
37 Artillery Lane
London
E1 7LP
United Kingdom

(Please don’t send returns here - contact us to arrange a return for unwanted or faulty goods)

Serious stuff:

Firebox.com Ltd
Registered in England and Wales no: 3874477
Registered office: 21-27 Lamb's Conduit Street, London, WC1N 3NL

VAT no: GB 798 6593 41

Data Protection no: Z4645092

(Please don’t send returns here - contact us to arrange a return for unwanted or faulty goods)