FAQs: Your burning questions answered
If you have questions about the ordering process or the site in general, you will find answers to the most common queries in this section.
To make it easier to find the info you need, our FAQs are grouped by category. If you can't find the answer here, feel free to contact our customer service gurus who will be happy to help.
To ensure your query is answered as quickly as possible, we have provided the relevant contact details at the end of each FAQ article.
When you've added everything your heart desires to your virtual shopping basket, simply click the Checkout button, fill in the required details and choose your preferred method of payment. Once you have completed the shipping section, hit the Order button and we'll take care of the rest.
You don't need to have a customer account to place an order, but it does help make the ordering process much quicker should you choose to order again.
After your order has been completed, you will receive a confirmation email from us with all the order details. We will also notify you as soon as your order has left our sacred halls.
All that's left for you to do now is sit back in joyous anticipation.
A customer account isn't required in order to shop with us, however it does make ordering less of a pain in the posterior. With a customer account you'll save time in the long run as you won't have to re-enter all your details every time you place an order. No more turning the house upside down to find your wallet or trying to recall obscure postcodes. It's the stuff that dreams are made of.
You can also choose to receive the legendary Firebox newsletter with all the latest products, bargains and bants; that alone is worth having an account for.
We all make mistakes, not to worry. Drop us an email 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.
Our personalised items are printed to your exact request, so it's important to get it right to avoid disappointment. At the very least, you’re going to want to spell the recipient's name correctly. Here’s some common mistakes to look out for…
- A word or letter in your template appearing cut off
- Your text only covering a small area of the full template
- The chosen colour for each line of text
- A part of your uploaded image appearing cut off
- Special characters or text symbols that may not display correctly
To make extra sure you've got it right, you can check out the product preview on the product page and again later in your shopping basket. This is how your creation will look when printed, so give it a good eyeballing before you pull the trigger.
‘Computer says no’. Technical problems
If you run into any technical difficulties while trying to create a personalised product, please let us know before completing the order. We will do our best to fix the issue so you can order your personalised product without a hitch.
Changes are not possible so leave no stone unturned.
To get your items out to you asap, our personalised products are sent straight through to production. This does mean that we aren’t able to make any changes after you’ve ordered. Sorry. If you’ve made a mistake just let us know and we will try to cancel your order.
MasterCard,Visa,American Express and PayPal.
Generally, your package will be shipped in a Firebox branded box, this means that you can spot it from the window and accost the delivery person before they reach your front door.
We use just enough packing material to make sure the product arrives safely, but not so much that it creates uneccessary waste. Where possible, we will pack all products together in one package.
EU wide shipping is depending on the shipping destination and your order value. The simplest way to see is to head through to the checkout and enter your delivery address/country; we’ll automatically show you the shipping costs. Don’t worry, you won’t be charged.
However, to give you a rough idea:
Standard shipping costs between €9.99 and €12.99
For orders over €100: €4.99 - €6.99
Free shipping for orders over €200
Looking at your letterbox? Dwelling on the door mat? We understand. Waiting for your items can leave you 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 sometimes not made or dispatched 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
If your order seems to be lost or has missed its delivery date, please get in touch with our friendly customer service team - firstname.lastname@example.org
If you would like to have your item sent to a different country, you will need to place your order on the corresponding website for that locality.
Here are the links to our international stores:
In a word: Yes. We have a 100-day return policy. Panic over.
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 follow the instructions on this CollectPlus page and be sure to return it to us within 100 days (keeping your Post Office receipt of course). Should your item be on the heavy side (more than 10kgs), please contact us first to arrange a courier collection instead. We are unable to accept unwanted orders that are returned outside of 100 days, that’s plenty of time for you decide whether it’s for you. If you don't have any CollectPlus drop-off points near you please email us at email@example.com for support.
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 100 days returns, click here for our full returns policy.
It usually takes a few days for your item to make its way back to us, however, you should receive your money back within 10 days. If this is not the case, please contact us.
Change of heart huh? If an item is faulty or damaged or you would prefer something else from our shop, please let us know using the contact us at firstname.lastname@example.org and we will look into getting it exchanged. For damaged goods, it would be great if you could include a photo too.
Everyone makes mistakes and we’re no exception. We try really hard to produce your products perfectly every time but sometimes we mess up. If your personalised product is damaged, different to the preview or has not been made correctly, we will exchange the product free of charge, no questions asked.
Please contact us at email@example.com and include a photo so we can see what happened.
All the important details relating to our products can be found on the individual product pages. Here you will find things like dimensions, materials, key features, and any other useful information.
If you're looking for information that isn't included in the prdouct pages, feel free to contact our customer service team who will be happy to help.
The item I want is out of stock, what should I do?
You’ve found the perfect gift but it's out of stock? Here’s what to look out for
More is on the way! Just enter your email address and we’ll notify you as soon as it’s back on the shelves.
Currently out of stock and could be unavailable for a while e.g a Christmas product that won’t be back until next year.
We’re not going to sugar coat it. It’s gone.
If you want to know more about when a specific product will be back in our shop just email us and let us know what product you're after including details (colour, size etc.) Our customer service team will be happy to look into it for you.
When you’re ready to checkout, just enter your code at the basket page.
Don't worry, we won't send you emails you don't want to receive!
We’ll send you confirmation of your order and let you know if a product is back in stock (only if you asked us for it!)
If you signed up to our mailing list you’ll also receive our newsletter. If you change your mind and don’t want to receive it anymore you can always find the “Unsubscribe” option at the bottom of our Newsletters. Choose wisely.
Yes! Most items can be gift wrapped for a small fee, just check the product page for the gift wrapping options.
After you have added your product(s) to the shopping cart, simply select the gift option and enter the name of the recipient. You can choose to wrap all items, or just a selection of your choosing.
Please note that we can only pack items individually, so if you want to wrap a set of items they will be wrapped seperately.
We write the name of the recipient on the label for each wrapped item so you can easily see who each gift is for.
Since you asked so nicely, all you need to do is Click here and enter your email address.
We sure can. In fact, here’s two.
Give your gifts that personal touch
Recklessly ripped paper. Pathetic attempts at folding. Absurd quantities of ugly brown tape. The odd stray hair.We've been wrapping customer's orders in a comically bad fashion for 10 years - and we'll go to town on yours too for just £3.99.Choose CrapWrap™ at the basket page.
Pssst, we do offer "normal" gift wrap at the basket if you insist on being sensible.