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.

How do I place an order?

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.

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Do I need a customer account to place an order?

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.

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How do I cancel my Order?

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.

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How do I order personalised items?

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.

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What payment methods do you accept?

MasterCard,Visa,American Express and PayPal.

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How will my goods be shipped?

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.

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When will I receive my order?

Are you the last-minute type? No problem we’ve got you covered

 

Free and Standard Delivery - Mainland UK 

Delivered within 2-4 working days. Your package will be sent using a courier and will require a signature. 

 

Next Day Delivery 

Delivered the next day as long as the order is placed before 3pm GMT (Monday - Saturday delivery)

Orders placed after 3pm on a Friday will not be dispatched until the following Monday.

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What are your UK delivery options?

Free Delivery - with mainland UK orders over £50

Hey big spender. Our free delivery service will be with you within 2-3 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 - Tracked - £3.99

Orders sent using our standard service are delivered by Yodel or Royal Mail (depending where you are). It shall generally be in your hands within 2-3 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 the next working day (if placed before 3:00pm on a weekday) for delivery between 9:00am and 3:00pm, Monday to Saturday. It will need a signature too. All the info you'll need shall be emailed to you once it's left our warehouse.

Orders to the Channel Islands and to the Isle of Man - £5.99
For orders over £100 - £3.99
Free shipping for orders over £200

 

Peronalised products

As these are made to order, orders containing a personalised product will need an additional 2 days shipping time.

 

What are your International delivery options?

Bonjour, Hola, Howdy, G’Day Mate; 

We have a variety of delivery options to get your goods from our small island to yours. 

International shipping costs are carefully calculated depending on the destination and purchase amount - orders over 200$ ship for free! 

Please go to firebox.com/intl for international shopping.

If you want to ship to an EU country get on over to firebox.com/eu

Delivery outside the UK may be subject to local import duties, custom duties or taxes which are your responsibility where they apply. We know it sucks. Unfortunately we cannot advise you what these charges will be and Firebox is not responsible for them.

 

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.

Postage Options: Courier options will vary from product to product, so please allow 2-3 days (UK) or 7-10 days (Overseas) for delivery.

 

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).

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 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.

 

Can I have my item delivered to a different country?

We want to be able to deliver all of our products to every country in the world, but sometimes 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).

 

If you want to ship to an EU country please get on over to firebox.com/eu

 

For shipping to other international destinations go to firebox.com/intl

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Where is my order?

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 - info@firebox.com

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Can I have my item delivered to a different country?

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:

 

Deutschland / Österreich / Schweiz / Suisse / Nederlands / België / Belgique / Danmark / France / Italia / España

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Can I return an unwanted item?

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

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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 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 info@firebox.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.

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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.

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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.

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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.

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Where can I find out more about a product?

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.

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The item I want is out of stock, what should I do?

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

'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.

 

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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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Are you guys going to spam me?

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.

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How do I register for the Newsletter?

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.

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Can I have my item gift wrapped?

Yes! Most items can be gift wrapped for a small fee, just check the product page for the gift wrapping options.

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How does the gift wrapping service work?

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.

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How will I know who the gift is for once it's wrapped?

We write the name of the recipient on the label for each wrapped item so you can easily see who each gift is for.

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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.

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

We sure can. In fact, here’s two.

A kitty! Another kitty!

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What is CrapWrap(TM)?

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.

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Topics
Your Order
Product Details
Payments
Shipping
Returns
Vouchers and Discount Codes
Other Questions
Gift Wrapping