- See below for full details of our standard return policy.
General Returns Procedure
We try to be good people here at Firetoys so we fully comply with the consumer contracts regulations (CCR) and, in fact, go well beyond their minimum standards.
You MUST contact us first before returning an item. This helps us process your return much more quickly. Sometimes it is not necessary to send the item back and we'll just ask for a photo before replacing or refunding your order.
The Information We'll Need
Should we need you to return the item please enclose a covering letter containing your name and address, order ID, sales channel (i.e. Firetoys website, ebay or Amazon), reason for return, your email address and telephone number then pack up the item and take it to the post office. It is IMPORTANT that you get and keep hold of proof of postage because if the returned item gets lost in the post you will be responsible for it and we won't be able to replace or refund the item.
Packaging Your Return
Please make sure the return packaging is suitable. The packaging we use to send your order to you is intended to protect the goods during that journey only. You may need to add extra protection or repackage the items before returning them to us. It's not a bad idea to photograph the packaging before you send it to us. This will help to resolve any disputes in the unlikely event your parcel is damaged on its way back to us. We also recommend you insure the parcel for an appropriate amount.
What Happens Next
Once the item(s) comes back to us we will check everything to make sure it is in order and process the refund/exchange as agreed. If we need to get in touch we will do so via details in your order or any preferred contact that you include with the return. We aim to process returns at least once per week. Please feel free to get in touch with us if you need to know what the status of your return is. We ask that you understand that at busy times we may prioritise other tasks but will endeavour to process your return as quickly as is possible. We thank you in advance for your patience and understanding.
60 Day Returns
We have a “no questions asked” 60 day returns policy, meaning you can return any item within 60 days of you receiving it for any reason. The only thing we ask is that the item(s) are in an “as new” condition and complete with all packaging and components. We may accept returns after 60 days but a restocking fee of 25% of the order value will be applied to these late returns. In other words, we will only refund 75% of the order value if items are returned after 60 days.
As long as the items are "as new" and the return is initiated within 60 days of receiving the items we will replace or refund the full price of the items. We will also refund the the shipping charges you paid on the order but only up to the standard rate of £3.95 (for example, if you paid £6.95 for express shipping we will only refund £3.95 of this original charge).
Who Pays Return Shipping Costs?
Firetoys will cover the return postage costs of small items that can be sent with Royal Mail. Small items are defined as weighing under 20kg and with dimensions smaller than 61cm x 46cm x 46cm and worth less than £200. To create a return shipping label via Royal Mail's portal please click here and follow the instructions. Alternatively, please contact us and we can send you a pre-paid shipping label. You will also receive an email which will contain a QR code. You can then download the QR code to your mobile, print your parcel label at your local Royal Mail Customer Service Point, then drop your parcel and go.
For larger or very expensive items you will be responsible for the return postage charges (unless the item is faulty or incorrect). We recommend Parcel2Go for arranging such returns, they are inexpensive, reliable and will collect the parcel from an address of your choice.
Please contact us before you return your item so we can advise on delivery. If you return a product to us that is not in an “as new” condition we reserve the right to return the product to you, or refund you with Firetoys credit vouchers instead of crediting your payment card.
Faulty and Incorrect Products
12 Month Warranty
Almost all of the products we stock are guaranteed to be free from manufacturing defects for one year.
In the unlikely event of a product being defective or us sending you the wrong item please contact us to discuss the problem.
Returning, Refunding or Replacing
In the unlikely event that you receive incorrect or defective goods, please contact us and we will ensure that the situation is resolved swiftly and to your full satisfaction, with no cost to yourself.
Aerial Equipment Returns
Please be aware that aerial equipment has its own returns policy due to the increased safety considerations. To read the full details click here.
Our Return Address
Firetoys Returns Unit 9, Westergate Business Centre Westergate Road, Brighton, BN2 4QN United Kingdom
You are responsible for the item(s) until they reach us. Please retain proof of postage.
Firetoys have the most helpful staff to speak to. I called Firetoys and the chap talked me through the right weight, stick material, bearings or not and price range that we would need to look at. The diabolos are perfectly right for our children and I really appreciate the help choosing. I would definitely use Firetoys again and highly recommend.
I'm totally satisfied about the item I received and about how the delivery has been handled. The parcel has been properly delivered in a few days. Thanks a lot.
Both items received are excellent and the helpful phone call and following service were second to none. Many thanks!
It came exactly as described, promptly and without excess packaging. Really accurately described! I'm really excited to play with my new toy and exceptionally pleased with the buying and delivery process. Thank you Firetoys for a great purchase experience!!
Your customer service is outstanding, as always. This is why I shop through you and always have done, despite (occasionally) being informed of cheaper outlets, I could never expect the same quality of service from them.
Everything I had hoped for and more! I will definitely buy from you guys again as soon as I get better at juggling. Thanks!
Having experienced this level of customer care for which I am very grateful, I can confidently recommend Firetoys to my colleagues and friends. Many thanks
Amazing and friendly customer service and beautiful great quality equipment. Bought a couple of hoops from here and both are great - when I had a very unlikely issue it was solved straight away
I would definitely recommend Firetoys to anyone and they'll have in me a future customer because of their good will and customer support! Thank you!
Loving your range, and thank you for such a speedy call about my flowlight dilemma!! Got 'em ordered, in the end...good vibrations from your customer service, completely satisfied!
Sick one, boys. Cheers. Super quick delivery and just in time to give to my fella on his birthday. Heartily impressed, will be in touch again without a doubt.
I'm really pleased with my order! It was a fast delivery and my new items are of great quality, very nicely made. I will remain a loyal customer of Firetoys!
We just received our second order from you and are delighted! You got [it] here so fast! Thank you, thank you, thank you! The quality of your juggling materials has been superb! We are thrilled.