Shipping & Returns

Has your order been delivered late?

If your order has been delivered late you can be entitled to a refund on these costs. Royal Mail Tracked 48 and Parcelforce 48 are not guaranteed services and will only be refunded if the time delay is unreasonable.

Guaranteed next day services (Special Delivery, Parcelforce 24, and any other special timed services) are always entitled to a full refund on the postage no questions asked. Please note all orders for a next day service need to be placed before 3pm to ensure delivery. If late delivery means the goods are no longer required, then a refund will be issued for the full order provided the order is not accepted on delivery.

Shipping

Please help us to deliver your parcel to you by providing an email address and a contact telephone number preferably a mobile number. This is not for us to spam you but so the courier can send email updates, SMS updates, and otherwise make sure you know when your delivery is due so you can receive it. For larger deliveries, there may be a surcharge to redeliver in the event that you were not in.

We aim to ship your items the same day where possible, but we can promise that it will be posted within 4 days at the most. Should you have any issues/ problems, please do not hesitate to get in touch and we will do our best to resolve any issues that you may have. All contact details are on our contacts page.

Most parcels arrive on time. Occasionally, though, the tracking may show as "delivered" when you don't have your parcel.

If the tracking for your parcel shows it as delivered but you haven't received it, you should:


Note: Some carriers may deliver until 10 pm.

Returns

If you are not completely satisfied with your order, contact our returns department by Email on shop.admin@fireflybbq.co.uk within 24 hours of delivery and we will either exchange, replace or refund the item price. Consumable items such as Sauces, Ketchups and Rubs must remain sealed and unopened. All we ask is that the item(s) are in their original packaging, unopened and any individual products remain sealed with labels and lids intact. If any goods are returned damaged we reserve the right to levy a charge commensurate with our costs of processing the sale.

Any postage incurred by returning the item(s) to us will not be refunded nor will the original cost of delivery, unless in the case of damaged or faulty goods, or goods mistakenly shipped.

PLEASE DO NOT RETURN PRODUCTS TO US WITHOUT CONTACTING US FIRST.

In the unlikely event that your order does not arrive, and is declared missing by the courier we will either send replacements or issue a refund. For Royal Mail this time is 15 days with standard delivery before an item is declared missing. In order to help us process your refund we may need to ask for information to assist in claim.

None of the above items affect your statutory rights when goods are faulty or incorrectly supplied nor does it affect your rights under the Consumer Protection (Distance Selling) Regulations.