Where can I find the location & contact details of my nearest Firetrap store?
You can find details of your nearest store by clicking on the store finder link on our website.
How do I receive newsletters?
With Firetrap constantly bringing in the latest trends, new product launches and sale dates, we want to keep you up to date with everything we are doing.
You can sign up here & make sure you’re the first to know!
Do I have to be a member to purchase something off the Firetrap website?
To make any purchases through Firetrap.com we need to collect some information on who you are & where you are, so we know where to send your goods.
By giving us this information we will register you, however we will ensure your data is kept securely.
If you would like to receive news and the latest products and promotions Firetrap have to offer, you can simply provide us your email address and be the first to know.
I forgot my password?
That’s ok!
Simply, go to login as usual. Click on forgotten password under the existing customer login section. We will then send you a link to your email address and follow the easy prompts.
How do I edit my account details?
This can easily be update by logging into my account anytime you want. You are able to change your personal details, password, email address and delivery info.
I’ve seen something advertised, but can’t find it on the site?
Where did you see it?
In a magazine? What magazine?
Do you know what colour it is?
Is it jeans? Loose fit???
Whatever useful information about the product you’re searching for, type any key word in the search section at the top right hand corner of the website and a list of products related to this will appear.
If you are unable to find what you’re looking for, feel free to contact our Customer Services team who will be more than happy to help you find it.
What will happen when I place my order online?
When you have placed your order, you'll receive an email at each of the following stages:
1. Order acknowledgement - this lets you know we've received your order and its being processed;
2. Order confirmation - this confirms your order and is being prepared for despatch in our warehouse;
3. Despatch confirmation - this confirms that your order is on its way to you.
Please note that we use UPS couriers for all our deliveries and approximate delivery times can be found in our customer services area.
Can I track my order?
After placing your order, you can track its progress by logging into your account, browsing to the Orders link and clicking on the order you want to view. After the order has been despatched from our warehouse there will be a link to the courier’s website that will show you where your order is in their system.
If you have any difficulty in tracking your order, please get in touch with our customer services team.
Can I change or cancel my order?
You can make changes to your order at any time up to the point when you submit your order after entering your payment details.
If you wish to change or cancel your order after you have submitted payment, please contact our helpful customer services team as soon as possible, who will be happy to help.
What if I’m having trouble placing my order online or I’m not sure if it’s gone through?
If you receive acknowledgement & confirmation emails, then your order has gone through. If you have not received any emails, go to the My Account section of the website & click on Previous Order. If your order does not appear on the list, you will need to place it again. If you are not sure or need help, contact customer services.
What currencies can I use?
At present, payments for orders placed through the Firetrap.com website can only be made in GB Pounds (£). If you placing an order via the Firetrap.eu , Firetrap.de , Firetrap.fr or Firetrap.it websites, for delivery outside the UK, than the payment will be taken in Euros €.
When will you take payment for my order?
We will take payment from you only when we have despatched your order and not before.
What type of payment can I use online? 
Please note we do not accept cheques, cash or gift vouchers via our site.
How much does delivery cost?
The latest delivery time & charges can be found through delivery information.
How long does delivery take?
The latest delivery time & charges can be found through delivery information.
What countries do you deliver to?
We currently only make deliveries within UK through the Firetrap.com website. For deliveries outside the UK please visit the appropriate Firetrap website:
www.firetrap.eu
Delivers to: Republic of Ireland, Austria, Belgium, Cyprus, Finland, Greece, Iceland, Luxemburg, Malta, Netherlands, Norway, Portugal, Spain and Switzerland.
www.firetrap.de
Delivers to Germany.
www.firetrap.fr
Delivers to France.
www.firetrap.it
Delivers to Italy
Please read our Terms & Conditions for more delivery information from this site.
Can my products be delivered to a address other then my home address, such as a friends address, my work address? PO BOX? Hotel?
For security reasons we are unable to deliver to PO BOX addresses.
We can however deliver to residential addresses, other than your personal home address (ie, if you are wanting to send the item as a gift to someone), but can not deliver to Hotels, unless this is your permanent place of residence or your place of employment.
I have been refunded the wrong amount...
Naturally, we hope you’ll be delighted with the products you purchase from us. If for any reason you want to return anything, you can, within 14 days from the day that you receive the products.
Products returned to us must arrive in the same condition in which you received them and in re-saleable condition, along with your completed returns form on the back of the despatch note.
Please see our returns policy in our Terms & Conditions.
I have received the wrong item, when will I receive replacement?
If you have received an incorrect item, please get in touch with Customer Services.
Can I return or get a refund at my closest firetrap store?
We are unable to accept returns to our stores with purchases made online. Please see our returns policy for how to return goods to us.
I have received a faulty product.
If you receive a faulty product, please get in touch with our Customer Services, who will give you instructions for this return.
Please note that faulty products need to be notified and returned to us within a reasonable timescale after delivery. Please see our returns policy.
Do I pay for returns?
Please see our returns policy for the latest information on how to return goods to us.
