FAQ
Frequently Asked Questions (FAQ)
Find answers to common questions about our products, orders, and policies at Ever Flame UK.
1. Ordering & Payment
Q: How can I place an order?
A: You can place an order directly through our website by adding items to your cart and proceeding to checkout.
Q: What payment methods do you accept?
A: We accept major credit/debit cards (Visa, Mastercard), PayPal, and secure online payment methods.
2. Delivery & Shipping
Q: How long does delivery take?
A: For UK orders, delivery takes 5–8 working days after dispatch. International orders can take up to 14 working days, depending on customs clearance.
Q: Do you offer international delivery?
A: Yes, we ship to selected international destinations. Shipping costs and delivery times vary by location.
3. Returns & Refunds
Q: What is your returns policy?
A: We offer a 14-day return period in compliance with the Consumer Contracts Regulations 2013. Items must be unused and in their original packaging.
Q: How long does it take to receive my refund?
A: Refunds are processed within 14 days after we receive and inspect the returned item.
4. Product Information
Q: Are your products covered by warranty?
A: No, as soon as you unbox the product, the warranty will expire.
Q: Can I request product customisation?
A: Yes, you can request product customisation, but this will incur an additional charge.
5. Account & Security
Q: Do I need to create an account to order?
A: Yes, you need to create an account to place an order.
Q: How is my personal data protected?
A: We comply with UK GDPR and take all necessary steps to ensure your data is secure. See our Privacy Notice.