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Revival Fires :: Help zone

Help zone

    Frequently asked questions

Shopping

How do I shop online?

Just follow the instructions in our How to Shop section. Buying online is very straightforward and very secure these days.

I want to send your items as a present. Can you do that for me?

We are happy to send gifts to friends or family on your behalf. When you have chosen what you would like to send, fill in your friend's address in the Shipping Address section at Step 1 of the Checkout, then their name at Step 2. We will e-mail you when we despatch the parcel. Please remember to put your own address in the Billing Address section at the Checkout, so that we can process your credit card payment.

If you want to send gifts to more than one address you will have an opportunity during Step 2 of the checkout to provide us with further addresses and other instructions. If you are unsure about the procedure do not hesitate to contact us for further help.

Do I have to enter my details every time I shop?

No. If you prefer, you can register with us. You choose a username and password and then each time you visit you will only have to log on and your contact details will be filled in automatically.

What if I change my mind after I have bought something from you?

We offer a no-quibble returns policy. If you change your mind, for whatever the reason, you can return the kit to us within 14 days of receipt. See our Returns Policy for further details.

What if there's something wrong with an order?

If you find something wrong or missing, contact us. We will send you by return the missing or replacement item. If you would prefer to return the full order for a refund, that is fine too. See our Returns Policy.

Paying

What forms of payment are accepted?

We accept most credit cards including Visa, Mastercard and Switch. See the logos in our shop for the full list.

Is paying across the Internet safe?

All our transactions are handled by WorldPay, a wholly owned subsidiary of The Royal Bank of Scotland. When you reach the step at the Checkout where you input your credit card details, you are transferred to Worldpay's site, where security is paramount. No financial details are held on our website. If you would still rather not pay online you can phone or mail your order.

Do prices include VAT?

Revival Fires is VAT registered, and VAT is included on our prices where applicable.

I am buying outside the UK. What currency can I pay in?

All prices are shown in Pounds Sterling. You can choose to pay in Sterling or Euros. If you pay in a currency that is not your own, your credit card company will convert the currency at the prevailing rate when it bills you, or if you buy online you can choose the currency when at WorldPay's site.

Do I have to pay Customs duty?

Every country has their own system. If you are buying in the EU, there will be no import duty to pay. Outside the EU, some countries may charge duty on imports. Usually the carrier will pay whatever the duty is and then charge you when they deliver the parcel. If you are unsure whether duty will be due in your country you should contact your own import authorities or main carrier.

Shipping

What are the postage costs?

Postage rates vary, according to order value and to which part of the world we are shipping. See our Shipping Costs for exact details.

Do you deliver outside the UK?

We offer a worldwide service, subject to restrictions imposed by individual countries.

How will I know my parcel is on the way?

We will e-mail you when we have despatched your parcel.

How long will my parcel take to arrive?

We aim to dispatch your order within 72 hours. If there is a delay we will e-mail you. We use Royal Mail 1st class mail to UK destinations, which aims to deliver the next working day, although we cannot guarantee that level of service; and Airmail Small Packet service to non-UK destinations, which aims to deliver in 5-7 days. But we would recommend that UK customers wait 5 days and non-UK customers wait 14 days after dispatch before querying an order, to allow for delays in the postal service.

 
 
 
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