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.
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 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 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? 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 Express 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.
All orders over £50: Free!
Hey big spender. Our free delivery service will be with you within 2-3 working days (non Mainland UK delivery may take longer). 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 (2-3 days) - Tracked: £3.99
Orders sent using our standard service are delivered by Yodel or Royal Mail (depending where you are). It will generally be in your hands within 2-3 working days (non Mainland UK delivery may take longer) 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 Express Delivery - Tracked: £5.99
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 will be emailed to you once it's left our warehouse.
Delivery to Northern Ireland, The Channel Islands, the Scottish Highlands & Islands & The Isle of Man - Tracked: £3.99
Express delivery isn't possible, sorry.
Personalised Item Delivery (4-5 days) : Our personalised products are made to order so need a little longer to reach you.
What are your International delivery options?
Please note: 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 4-8 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).
Couriers will attempt a second delivery the next working day but If you don't receive your parcel you can always use the tracking information in the email to re-arrange delivery to 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 will 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.
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
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'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:
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.