IF YOU NEED TO CONTACT US FOR ANY REASON REGARDING YOUR ORDER, PLEASE DO SO @ firstname.lastname@example.org or by phone on +44 (0)1270 759078
We guarantee to refund any item you are not completely happy with when you return it to us in saleable condition within 14 days of receipt. Refunds will be credited to your original method of payment.
PLEASE USE THE PERFORATED RETURNS NOTE AT THE BOTTOM OF YOUR DELIVERY NOTE, FILLING OUT ITEM, QUANTITY AND WHY ITíS BEING RETURNED
Please send your returns to
Firebrand Live Customer Services
Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference. The Post Office will stamp this and supply a tracking reference number to prove the item(s) have been returned. Without this we cannot refund any money if we do not receive the returned items.
The refund will be processed once your goods are received into our warehouse. Please note that it may take up to 7 working days for the refunds to show in your account. Each item returned is refunded separately, and will show on your statement as a refund / credit from Firebrand Live. You will be refunded on to the card that the goods were purchased with. If your card expires before we process your refund please contact our customer services team with your order number, postcode and new card details.
You can call Customer Services between 9am and 5pm (GMT/BST) on weekdays; customer services are not open at the weekend unless stated.
7 Day Cooling-Off Period (EU Only)
In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase (unless it is a purchase of financial services, food, drink or other perishable products; DVDs, CDs or software which have been unsealed; magazines; or tailor-made / customised products). In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.
If we have made a mistake with an item sent to you or it is faulty, damaged, of unsatisfactory quality or unfit for purpose, we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning.†