Delivery & Returns

Last Updated: November 2025

At FireStar Toys, we work hard to ensure your order arrives quickly, safely, and exactly as expected. We understand that many of our products are purchased as gifts, so we offer a range of delivery options to suit your location, order value, and parcel weight.

If you have any questions about delivery, returns, or cancellations, please contact our Customer Support Team.

Contents

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Delivery

1. Delivery Information

1.1 Processing & Dispatch Times

Delivery timeframes apply only to the transit time once the parcel has been collected by the carrier.

Delivery timeframes do not include picking and processing time.

  • We aim to process and dispatch orders 3-7 working days after the order is placed.
  • Extended dispatch times may occur during:
    • Seasonal busy periods (Christmas/New Year, Black Friday/Cyber Monday, May 4th)
    • Promotional events (sales, double StarPoints weekends, gift with purchase promotions, etc.)
    • New product releases and restocks
  • Personalised or customised items require an additional 5 working days to process.

2. Delivery Services by Region

2.1 UK Delivery

Orders are dispatched using:

  • Royal Mail Tracked 48: Typically 2-5 working days; fully tracked; delivery times not guaranteed.
  • Royal Mail Special Delivery by 1pm: Typically 1-2 working days; fully tracked; signature required upon delivery; delivery times not guaranteed.

Free UK Shipping:

UK orders over £75 qualify for free Royal Mail Tracked 48 shipping, provided that:

  • The £75 threshold is met after discounts, promo codes, and vouchers
  • Shipping costs are not included in the threshold
  • The customer selects the free shipping option at checkout

If the free shipping method is not selected at the time of purchase, we cannot refund shipping charges afterward.

Note: The £75 threshold is subject to change at any time without notice.

2.2 US Delivery

Orders are dispatched using:

  • Royal Mail International Tracked DDP: Typically 7-12 working days excluding time spent at customs; fully tracked; delivery times not guaranteed. Tariffs and duties prepaid by FireStar Toys.
  • DHL Global Express DDP: Typically 3-5 working days; tariffs and duties prepaid. Delivery times may be affected by customs or air-traffic delays; delivery times not guaranteed.

2.3 European Union (EU) Delivery

Orders are dispatched using:

  • Deutsche Post DHL Packet Tracked: Typically 10-15 working days excluding time spent at customs; fully tracked; delivery times not guaranteed.
  • DHL Global Express DDP: Typically 3-5 working days; tariffs and duties prepaid. Delivery times may be affected by customs or air-traffic delays; delivery times not guaranteed.

2.4 Rest of the World Delivery

Orders are dispatched using:

  • Deutsche Post DHL Packet Tracked: Typically 10-15 working days excluding time spent at customs; fully tracked; delivery times not guaranteed.
  • DHL Global Express: Typically 3–5 working days; delivery times may be affected by customs or air-traffic delays; delivery times not guaranteed.

3. Lost or Delayed Orders

3.1 Suspected Lost Parcels

A lack of regular tracking updates does not necessarily indicate that a parcel is lost. Order tracking only shows when and where a parcel was last scanned; not where it is now.

In the event of a prolonged delay;

  • Our carriers allow us to open an investigation after 28 days of no tracking movement.
  • Investigations can take up to 14 days to complete.
  • If confirmed lost, our Customer Support Team will help find the best resolution.

3.2 Parcels Marked as Delivered but Not Received

  • Check with neighbours or your designated safe place.
  • Some parcels can be mistakenly marked as "delivered", especially during busier delivery times. Allow an additonal 24 hours for your parcel to arrive.
  • If the parcel still hasn’t arrived, notify Customer Support within 7 days of the marked delivery date.

Returns

4. Returns

If you receive an item that is damaged, faulty, or not as described, you have statutory rights under the Consumer Rights Act 2015.

4.1 Damaged Items

In the event that you received a damaged item;

  • Report damaged items within 14 days of receipt.
  • Email clear photos of the item to our Customer Support Team, along with a photo of your received order paperwork.
  • Depending on the circustances and your location, our Customer Support Team may offer you one (or more) of the following resolution options;
    • A replacement item shipped with your next order.
    • Store credit ("StarPoints") for a value greater than the impacted item.
    • A full or partial refund for the value of the damaged item.
    • A shipped replacement item.
  • This does not affect your statutory rights as a consumer.

4.2 Faulty Items

In the event that you received a faulty item;

  • Report faulty items within 14 days of receipt.
  • Email clear photos of the item to our Customer Support Team, along with a photo of your received order paperwork.
  • Depending on the circustances and your location, our Customer Support Team may offer you one (or more) of the following resolution options;
    • A replacement item shipped with your next order.
    • Store credit ("StarPoints") for a value greater than the impacted item.
    • A full or partial refund for the value of the faulty item.
    • A shipped replacement item.
  • This does not affect your statutory rights as a consumer.

4.3 Cancellation Rights (Distance Selling)

Under the Consumer Contracts (Information Cancellation and Additional Charges) Regulations 2013, unless an exception applies, you have a cooling off period during which you are entitled to cancel your purchase if, for any reason, you decide you no longer want the goods or services.

This is an additional right and does not affect your statutory right to reject faulty goods or unsatisfactory services and any other rights you may have as a consumer under the Consumer Rights Act 2015.

  • You may cancel your full order within 14 days of receiving your goods.
  • After notifying us of your intention to cancel, you have 14 days to return the items.
  • You are responsible for return postage costs.
  • Refunds will include the item cost and standard outbound delivery charges. Premium shipping costs are not refunded.
  • Refunds will be issued within 14 days of receiving the returned items, provided they are received in their original condition.
  • We may deduct an amount if the value of the goods has been reduced due to unnecessary handling.

Exclusions

The right to cancel does not apply to:

  • Custom-made or personalised items
  • Gift cards or vouchers
  • Digital content once downloaded

This does not affect your statutory rights as a consumer.

5. Refund Processing

In the event that a refund is issued;

  • Refunds are issued via the original payment method.
  • If related to returned items, refunds are issued after inspection of said items. This process may take up to 14 days after we receive the goods.
  • We aim to action refunds within 7 working days of confirming to you that a refund will be issued.
  • Please allow up to 21 days for the refund to appear with your payment provider.
  • Refunds are processed in UK pounds (£). FireStar Toys Ltd is not responsible for any exchange rate fluctuations.

6. Need Assistance?

Our Customer Support Team is available to help with any delivery, returns, or cancellation queries