Frequently Asked Questions



Your Order

Where is my order?
How late in the day can I place my order?

Are you the last-minute type? No problem. If you’re in the UK you have until these times for your order to leave our warehouse on the same day:

  • Free and Standard Delivery (orders over £100) – 3:00pm GMT
  • Next Day Delivery (Monday - Saturday delivery) – 3:00pm GMT
  • Larger orders to the UK (via DPD) - 1:00pm GMT
  • Shipped outside of the UK (for all services) - 12:00pm GMT.

Orders placed after these times on a Friday will not be despatched until the following Monday.

If you miss any of these times (time to get a watch), your order shall be sent out the following working day.

We've also placed a handy little timer on our checkout to help you to know when to expect your order.

Something from my order is missing, what do I do?

Don’t fret, it’s most likely on its way separately. Could it have been on Pre-Order? Or perhaps on Direct Despatch? Or too big to fit in one of our normal boxes? No? Just get in touch and we’ll eagerly track down where it’s sneaked off to.



What are your UK delivery options?

Direct dispatch and personalised products

For all direct dispatch and personalised products please view the important information towards the top of the individual product pages.

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 sent in your despatch email once it's left our warehouse.

What are your International delivery options?

Bonjour, Hola, Howdy, G’Day Mate; we have a variety delivery options to get your goods from our small island to yours.

International shipping is carefully calculated on the weight, size and value of your order, so the options can vary depending on what you have purchased. The simplest way to see is to head through to the checkout and enter your delivery address/country; we’ll automatically show you the wide variety of available options you have, don’t worry, you won’t be charged.

Unfortunately we don't ship to Brazil, Turkey, Israel and Russia.

However, to give you a rough idea:

Airmail – Untracked: Prices start from £2.25, takes around 10-14 working days and can carry most items up to 2kgs in weight.

Courier – Tracked (DHL): Prices start from £12.95, tends to arrive a bit faster, and can carry heavier loads/bigger sizes.

Delivery outside the UK may be subject to local import duties, custom duties or taxes which are your responsibility where they apply. 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 payment methods do you accept?

You can use any of the cards listed below to pay for your order:

MasterCard,Visa,American Express and PayPal.

What currencies can I use?

We take payments in the following currencies depending on your shipping destination:




Please note: some banks may charge you an International Transaction Fee.

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.



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 60 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 60 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 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 60 days returns, click here for our full returns policy.

Can I exchange my item for something else?

Change of heart huh? We can’t exchange items but we can easily give you a refund or a voucher to buy something else.

Click here to find out more

How do I anonymously return a gift given to me?

Don’t want to hurt their feelings hey? That’s ok, we won’t tell. Just contact us before you send it back to let us know and we’ll be sure to keep schtum.



Write to us Ltd
Unit 1.01
35 Luke Street
United Kingdom
(Please don’t send returns here - contact us to arrange a return for unwanted or faulty goods)

Serious Stuff Ltd
Registered in England and Wales no: 3874477
Registered office: 21-27 Lamb's Conduit Street, London, WC1N 3NL
VAT no: GB 798 6593 41
Data Protection no: Z4645092
(Please don’t send returns here - contact us to arrange a return for unwanted or faulty goods)

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