Frequently asked questions
Everything you need to know about making a purchase from us.
How do I place an order?
If you wish to place an order, please contact us.
How do I pay?
We accept payment by bank transfer or PayPal (plus 4% charge).
How secure is shopping at FireFly House?
We will never share any of your personal information, details of your purchase or your email address with any third party.
How will postage and packaging costs be calculated?
Postage and packing charges, together with insurance against loss or damage in transit, will be added to your order at a rate agreed before payment.
Can I reserve an item I want to buy?
Orders will be reserved for 7 days, pending receipt of payment, following the customer's agreement to purchase. After this, we reserve the right to remove the item from the reserved list.
Can I collect my purchase/s from you?
Yes. You can arrange to collect your order from our London showroom.
Can you ship my purchase/s to me?
Yes. We offer a Nationwide and Worldwide courier service.
Will my shipment be insured?
Absolutely. Insurance against loss or damage in transit, will be added to your order at a rate agreed before payment.
What if I am unhappy with my purchase?
In the (we hope) unlikely event you are dissatisfied with your purchase, we offer a full money back guarantee within 7 days of receipt, provided all items are returned in their original condition and include the original packing materials. If you wish to return something between 7-14 days of receipt we offer a Firefly House credit note. Please contact us before mailing to explain your concerns as we cannot otherwise accept returns. We regret that all shipping charges are non-refundable and that the customer will normally be liable for the cost of return shipping and insurance, which must be included to cover the full value of the item(s).
What if my purchase suffers damage or breakage during shipping?
In the event an item has suffered damage or breakage in transit, please contact us within 3 days and ensure that you retain all the original packaging materials for claim purposes. We will likely ask you to return the item for validation and will endeavour to refund you the full purchase price and associated shipping costs.
Do you have a question we’ve not covered here? Please contact us.