FAQs: Your burning questions answered

Simply add your goodies to your virtual shopping basket, click on Checkout, fill in the required details and choose your preferred method of payment, we'll take care of the rest.

After your order has been completed, you'll 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 at [email protected] and we’ll do everything we can to stop it. Sometimes we can’t, please don’t hate us. Worst case scenario: get in touch once it has arrived and we’ll refund your money or exchange the item.

Our personalised items are printed on demand and exactly as you've created them, 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.

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 and we'll do our best to fix it.

 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 means 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.

We accept most major debit and credit cards including, Visa, MasterCard, 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.

Are you the last-minute type? Here's what to expect.

Free and Standard Delivery - Mainland Great Britain

Delivered within 3-4 working days, tracked with GLS.

Scottish Highlands & Islands, Isle of Wight, Isles of Scilly

Delivered within 4-6 working days, tracked with GLS.

Orders with Personalised products

These take about 2 working days longer since they are made to order.

We don't offer next day delivery at the moment, sorry.

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 - [email protected]

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 problem. Just contact our customer service at [email protected] before sending anything back. We’ll sort it out with you and refund your money or exchange the item.

To read our full returns policy, click here. 

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 [email protected] 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 protected] 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'll be able to find the dimensions, materials, key features, and any other useful information about the item.

If you're looking for information that isn't included on the product page, feel free to contact our customer service team with any product related questions.

You’ve found the perfect gift but it's out of stock? Here’s what to look out for:

Back soon:

More is on the way! Just enter your email address and we’ll notify you as soon as it’s back on the shelves.

Temporarily Unavailable: 

Currently out of stock and could be unavailable for a while e.g a Christmas product that won’t be back until next year. 

Sold Out: 

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.

So you want to sign up for the newsletter and get a discount code? Good choice. It’s free and the newsletter’s not half bad either. Here’s how to do it:

- By going to your customer account

- The newsletter popup on site

- The sign-up form at the bottom of the start page

- At the checkout page

Please note: Our newsletter discount codes cannot be redeemed for gift boxes or gift vouchers.

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.

You can recycle our old products. However, rather than send them directly to us, we’ve buddied up with the Distributor Take-Back Scheme (DTS) who provide local collection points for online-only stores who don’t have a physical shop. Like you, we care about the environmental impact of unwanted electronics so we encourage you to visit Recycle More to find your nearest centre. There, you can drop off your well-loved Firebox products to be reincarnated into something equally spectacular.