FAQ

If you haven’t received any email updates about your order, it is likely the emails were marked as spam. Some email providers may mark our emails as spam or completely block them. If this is the case, please Contact us immediately and we will assist you.

If you would like to make a change to your order, you must inform us as soon as you can by sending a quick message or contacting us directly. We strive to ship out orders as quickly as possible after they are placed, and that typically leaves a small period for adjustments to be made. If possible, we will update your order and will get in touch with the new payment. 

Please view our Refund Policy page for more information. Note that we are unable to refund any bespoke/custom-made order because of the tailored requirements you had asked for.

A reason for the tracking number not working could be that your shipping has not been picked up by the courier or has not been scanned. Please allow up to 24 hours for the tracking number to be logged by the courier. If after this the tracking number is still not working, you can contact us at 0800 0016328 and we will provide support.  

You may be eligible for a refund and/or replacement. Please read the ‘Refund Policy’ page. 

At this time, we are only shipping to UK mainland addresses with a valid UK postcode. 

Under the Consumer Contracts Regulations, as a consumer, you have the right to cancel your order from the moment your place it and doesn’t end until 14 days have passed. To cancel your goods, please write us an email at support@firedoorrange.com. The goods must be back with us within 14 days of the date of order. 

However, any ‘made to measure’ productions cannot be cancelled as they are manufactured to your individual requirements. 

If the ordered products have not been dispatched by us at the time of cancellation, we will refund you all the monies within 14 days of the received funds.