Returns and Refund Information

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.  

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.

Unless the item you receive is incorrect or faulty then you are responsible for the cost of returning the items to us. We recommend insuring the package for the appropriate amount. Please retain proof of postage - you are responsible for the returning item until it reaches us so if it gets lost in the post and you have no proof of postage we won't be able to refund or replace your order.

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.

Depending on the nature of the problem we may or may not require the item to be returned to us. If we do need the item returned we will cover all return postage costs. Whether we refund or replace the item will also depend on the situation but rest assured that we will make things right.