FAQs: Your burning questions answered

Can I return an unwanted item?

In a word: Yes.  We have a 100-day return policy. Panic over. 

Need more information, email us at info@firebox.com

How do I return something?

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 problem. We’ll try to make your return as painless as possible. In fact, we’ll make it free. Simply contact customer service at info@firebox.com for all the juicy details.

You have a whopping 100 days to return it to us (but please keep your proof of postage). 

To read our full returns policy, click here

Need more information, email us at info@firebox.com

When will I receive my refund?

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.

Need more information, email us at info@firebox.com

Can I exchange my item for something else?

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 info@firebox.com and we will look into getting it exchanged. For damaged goods, it would be great if you could include a photo too.

Need more information, email us at info@firebox.com

My personalised item arrived damaged or incorrect, what should I do?

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 info@firebox.com and include a photo so we can see what happened.

Need more information, email us at info@firebox.com

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