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Availability:

We’re not in the office right now, so we won’t be able to answer live chat, calls or emails until Wednesday

Live chat & email:
9am - 5:30pm Mon - Fri

Email:
info@firebox.com

Phone:
10am - 3pm Mon - Fri

0800 802 1420
(FREE from a UK landline & mobile)

0044 18 22600050
(International call rates)



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
(Please don’t send returns here - contact us to arrange a return for unwanted or faulty goods)
VAT no: 798 6593 41
Data Protection no: Z4645092


Frequently Asked Questions


  • What are your UK delivery options?

    Free Delivery - with mainland UK orders over £100

    Hey big spender. Our free delivery service will be with you within 3 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 - Non-Tracked - £2.99

    Orders sent using our Standard Non-Tracked Service are delivered by Whistl. This service is only available on very light/small orders. Orders sent using our Standard Non-Tracked Service are delivered by Whistl/your usual Royal Mail postie. It shall generally be in your hands within 4-5 working days and will not need a signature.

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

    Standard Delivery - Tracked - £4.49

    Orders sent using our Standard Tracked Service are delivered by Yodel. It shall generally be in your hands within 2-4 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).

    Courier – Next Day Delivery - £5.99

    Orders sent using our Courier (Next Day) Service are delivered by Yodel. It shall be in your hands the next working day (if placed before 5pm) between 7am and 9pm. 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

    Where possible we will despatch orders to offshore locations and the Highlands using Whistl and various Courier options. 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 (Spring Global): Prices start from £3.25, takes around 7-10 working days and can carry most items up to 2kgs in weight.

    Courier – Tracked (DPD & Parcelforce): Prices start from £8.95, 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 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.

  • 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 Delivery (orders over £100) – 12pm
    • Standard – 1pm
    • Next Day (Monday - Saturday delivery) – 5pm

    Orders placed after 5pm on a Friday will not be despatched until the following Monday.

    If you’re placing an order to be shipped outside of the UK, you have until the following times for your order to leave our warehouse on the same day:

    • Standard – 12pm GMT
    • Courier – 2pm GMT

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

  • When can I expect my order to arrive?

    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.

    Order Number
    Delivery Postcode
  • 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.

  • How do I cancel my Order?

    We all make mistakes, not to worry. Drop us an email, live chat or call quick smart and we’ll do everything we can to stop it. Sometimes we can’t, please don’t hate us. Worst case scenario; you can return it to us (for free) for a full refund.

  • 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 15th October and the 15th January.

    Click here for more info on how

  • 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 for more info on how

  • How do I anonymously return a gift given to me?

    Don’t want to hurt their feelings hey? That’s ok, we won’t tell. Just contact us before you send it back to let us know and we’ll be sure to keep schtum.

  • How long until my Pre-Order is in stock?

    The quickest way to get an update is to check the product page, where we will show the expected arrival, e.g. Expected in the next few days. Sometimes products can be held up by weather, production problems, or the occasional dragon. If there is no estimate shown, we are currently chasing our supplier for a due date.

  • I have multiple Pre-Order products; can you send them all together?

    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.

  • Is there a charge for postage on Pre-Orders?

    Unfortunately yes. But to reduce the sting a little we'll only ever charge you for the cheapest postage option for that item to your delivery address.

  • What happens if I’m not in to receive my delivery?

    All of our delivery carriers will leave you a ‘failed delivery’ card (sounds harsh, but honestly, it’s no reflection on you). TNT Post will try and delivery to your immediate neighbours if you’re not home; otherwise they’ll return your parcel to your Local Sorting Office (confusingly run by Royal Mail) for collection within 18 days.

    If your order is going by courier, they’ll too try your neighbours but also attempt a second delivery the next working day. If you’re still having trouble receiving your order; you can always use the tracking information in the email they’ll send you to re-arrange delivery for a different time or place. If you’ve found yourself locked in a dungeon (we don’t judge) and haven’t managed any of the above, they shall take your well-travelled parcel back to your nearest depot for collection within 5 days from the first delivery attempt. Don’t forget your ID, dungeon dweller.

  • Do you include invoices or prices in the order?

    No invoice or pricelist, your secret’s safe with us. We do however attach a despatch note but this just lists the items inside the box as well as the billing and delivery address. If you do need an invoice, simply get in touch and we’ll send one over post-haste.

  • Can I add a gift message to my order?

    Yes you can! Simply add your gift message while in the checkout.

  • 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.

  • Do you deliver to BFPO addresses?

    We accept orders to all BFPO addresses which are charged at our standard shipping rates. There are some product restrictions, but we will contact you if your order is affected by this. For delivery times please refer to the BFPO website.

  • Why can’t I get this to my country?

    We want to be able to deliver all of our products to every country in the world, but unfortunately at this moment it’s not possible. Sorry.

    This is usually due to shipping restrictions such as; electronic components, alcohol, food and even size and weight (in some rare cases).

    Please don’t take this as thinly concealed xenophobia. We are doing everything in our power to improve this so in the meantime please take advantage of those products we DO ship to your fine, upstanding nation. Thanks for being nice about it.

  • Is Firebox secure?

    Your safety is guaranteed because Firebox.com uses the latest security measures to protect your details when you shop with us. We use TLS1.2 & 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.

  • Now I’ve got a shiny new thing, how do I recycle my old one?

    Good question Captain Planet. Head on down to your local recycling centre to drop it in for free and feel good about yourself. Your nearest one can be found here.

    A huge amount of electrical waste can be recycled or repaired instead of ending up in landfill, which can leak naughty substances into the soil that can harm us and other wildlife. If your electrical item is recyclable, it shall be marked with a crossed-out wheeled bin symbol. This is a little heads up that it shouldn’t just be dropped into your regular household bin.

    As we’re a caring bunch we fully back The Waste Electrical or Electronic Equipment (WEEE) Directive by financially supporting the national network of WEEE recycling centres setup by your local authority. This is achieved by being members of the national Distributor Take-Back scheme (DTS) to encourage you to make use of this free service and to maximise the amount of environmentally friendly recycled items.

  • How do I set an account up?

    Want to bask in the glory of all your historical Firebox purchases? Of course you do. Click here and all your account-related dreams shall come true.

  • I’ve forgotten my password; can you reset it please?

    Since you asked so nicely, all you need to do is Click here and enter your email address.

  • How do I add or remove myself from your mailing list?

    Love us or hate us, you can decide our fate here.

  • I’m bored, can you show me a picture of a cat?

    A kitty! Another kitty!We sure can. In fact, here’s two.

  • Our Referral Program Terms & Conditions

    The Firebox.com Referral Program allows registered Firebox.com users (a “Firebox.com User”) to earn Referral Voucher Codes toward future purchases by referring friends to Firebox.com.

    To participate, Firebox.com Users must agree to these terms, which become part of the Firebox.com Terms of Service.

    How to Earn Referral Voucher Codes

    Firebox.com Users can earn Referral Voucher Codes towards future Firebox.com purchases if: (i) a referred friend clicks on their referral link to create a valid new Firebox.com account that complies with our Terms of Service; and (ii) the referred friend completes a Qualifying Order as a new customer.

    The Firebox.com User may not refer themselves or create new accounts to qualify for the referral voucher code.

    The referring Firebox.com User will be sent the Referral Voucher Code amount described in the accompanying promotional materials.

    Qualifying Order

    A Qualifying Order must be placed on items that are in-stock (excluding gift vouchers and discounted products). It must be placed and paid for via the Firebox.com website, and the qualifying order must be shipped to the referred friend before the Firebox.com User can receive their Referral Voucher Code.

    Redeeming Referral Voucher Codes

    Referral Voucher Codes will automatically appear as a voucher code on the Firebox.com User’s dashboard page and it will also be sent by email, and must be used on a Qualifying Order within one year from the date they are issued. After one year, the Referral Voucher Codes will expire. Referral Voucher Codes may not be used in conjunction with additional codes or discounted products. Referral Voucher Codes may not transferred or exchanged for any cash or money.

    Referral Voucher Codes may not be earned by creating multiple Firebox.com Accounts. Referral Voucher Codes accrued in multiple Firebox.com accounts may not be combined into one Firebox.com account. Referral Voucher Codes may be used only one at a time, Firebox Users may not accrue Referral Voucher Code amounts and use them in one order.

    Sharing Referral Links

    Referrals should only be used for personal and non-commercial purposes, and only shared with personal connections that will appreciate receiving these invitations. Referral links should not be published or distributed where there is no reasonable basis for believing that all or most of the recipients are personal friends (such as coupon websites, Reddit, or Wikipedia).

    Referred Friends

    Referred friends that have signed up using a valid referral link will also receive a Referral Voucher Codes toward their next Qualifying Order on Firebox.com. The standard Referral Voucher Code is £5 (or its local currency equivalent* if we support it).

    Multiple Referrals

    A referred friend may only use one referral link. If a referred friend receives referral links from multiple Firebox.com Users, only the corresponding Firebox.com User of the referral link used by the referred friend will receive Referral Voucher Codes.

    Severability

    If any provision in these terms are held to be invalid, void, or unenforceable, such provision (or the part of it that is making it invalid, void or unenforceable) will be struck and not affect the validity of and enforceability of the remaining provisions.

    Termination and Change

    Firebox.com may suspend or terminate the Referral Program or a user’s ability to participate in the Referral Program at any time for any reason.

    We reserve the right to suspend accounts or remove Referral Voucher Codes if we notice any activity that we believe is abusive or fraudulent. We reserve the right to review and investigate all referral activities and to suspend accounts or modify referrals as deemed fair and appropriate.

    Updates to the Terms

    We can update these terms at any time without prior notice. If we modify these terms, we will post the modification on the Firebox.com.com website, applications, or services, which are effective upon posting. Continued participation in the Referral Program after any modification shall constitute consent to such modification.

    * The referral’s local currency equivalent voucher amount will be calculated using a system-wide rate, known as the base exchange rate, for currency conversion using data from one or more third parties. We regularly update the base exchange rate, but it may not be identical to the real-time market rate.