HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our team can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can try to make a correction before your order departs.
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are typically 1-2 business days. Most orders are dispatched within 48 hours, though during busy periods this may extend slightly. You will receive a dispatch confirmation with tracking details once your order is on its way.
GENERAL SHIPPING INFORMATION
We offer free shipping on all orders to mainland UK addresses via FedEx. After placing your order, your fire should be shipped within 10-14 working days. You will receive an email with your tracking number once dispatched.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may arrive 1-2 business days apart.
OUT OF STOCK / BACKORDERED ITEMS
In the event that any of your items are out of stock, we will contact you to let you know the expected dispatch date. If items are not expected to be restocked within 4 weeks, we will automatically refund you for those items.
DO YOU SHIP INTERNATIONALLY?
We currently offer free shipping within mainland UK. For international shipping enquiries, please contact us at info@ignisliving.co.uk and we will do our best to assist.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologise that your order didn't arrive in perfect condition. Please contact us with your name and order number within 48 hours of receipt and provide photos of any damage. We will resolve the issue promptly.
HOW CAN I TRACK MY ORDER?
You will receive a tracking number by email once your order has been dispatched. Use this to track your delivery directly with FedEx. If you need further assistance, please contact us at info@ignisliving.co.uk.
WHAT DO I DO IF SOMETHING IS MISSING OR DAMAGED IN MY ORDER?
Please contact us immediately at info@ignisliving.co.uk with your name, order number, and photos of the issue. We have a 30-day guarantee from the date of delivery and will resolve any problems as quickly as possible.