Shipping & Returns

Shipping

Coronavirus Update 1st May 2021 - we are accepting and despatching Online orders as normal including Local Pickup orders, collecting from our unit in Hyde.

Not all items are available for Local Pickup because we have warehouses across the UK - each item will show the Local Pickup icon on its product page. If you have a basket of products, one of which is not available for Local Pickup, then the Local Pickup delivery option won't show at the Checkout.

Service Definitions:

Standard - We Aim but do not guarantee to deliver in 1-2 Days

We do not offer a Guaranteed Next Day or Saturday Delivery Service

FREE Delivery is the England, Scotland, and Wales (excluding Highlands, & Islands) where we will subsidise the delivery costs.

PLEASE NOTE THAT DUE TO THE NEW CUSTOMS CHARGES WE ARE UNABLE TO OFFER FREE DELIVERY TO NORTHERN IRELAND.

What is classed as Highlands and Islands?
The Highlands and Islands is an area of Scotland broadly covering the Scottish Highlands, plus Orkney, Shetland and Outer Hebrides (Western Isles). This also includes the Isle of Man, Jersey, and Guernsey.

 

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 when possible, but we can promise that it will be posted within 4 working 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.

Local Pickup: Before selecting this please contact us first to arrange the collection, and please be aware that we are in Hyde.

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

  • Check if someone else at your address has accepted it.
  • Look around the delivery location. Your parcel may have been left with a neighbour or in a safe place like a porch or garage.
  • Look for a notification of attempted delivery. You may find an attempted delivery notice in your letterbox or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel.
  • Contact the courier. Ask if they have additional information about the parcel's location. Make sure you have your tracking number or delivery confirmation number handy. 

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.