Welcome to the Firefly Shop

Loading...
(0) Shopping Bag - £0.00

Your bag is empty.

Dispatch & Delivery

Dispatch & Delivery

 

Delivery methods and costs.


From the Basket page, you will see your item description, item price, VAT and a delivery cost.

 

Depending on the weight and value of your order, Firstkind will select Postal or Carrier Delivery for the most suitable delivery method.

 

For carrier deliveries a signature may be required and you can track the status of your order online.

 

For postal deliveries no signature is required. You will receive confirmation of dispatch by email. On-line order status tracking is not available.

Our standard delivery time for UK destinations is 3 to 5 working days from dispatch, and European destinations is 7 to 10 working days from dispatch. Times may vary according to your delivery location. 

 

Once your order has been accepted you will receive an order confirmation email confirming that your order has been processed. This email will contain your order details.

Directly your order is dispatched you will receive a dispatch confirmation email.

Please make sure that the email address you provide is correct and that the email has not been directed to a spam folder.

 

Delivery date information

Dispatch estimates give an indication of when the item will be dispatched from our warehouse for delivery.

Delivery estimates give an indication of when the item will be delivered to your address after it is dispatched. You can find your delivery estimate on your Order Dispatch email.

 

All estimates are based on business days unless otherwise stated.

 

Changes to your order

Once your order has been prepared for dispatch or has been dispatched, we may be unable to change the delivery address. If you have any questions, please contact the firefly™ Customer Support Team.

 

Tracking your order

For carrier deliveries you can track the status of your order online 24 hours a day, 7 days a week.

For postal deliveries order status tracking is not available.

In your My Account you can view the current status of your orders, view the items ordered, items dispatched and product returned.

Depending on your payment method and the status of your order you can:

  • Change your email address
  • Change your delivery or billing address

 

Delivery Information

If your order is being delivered to a business address, please be advised that our carrier will request a signature from receptionist or mailroom supervisor, our carrier does not require a signature specific to the order details.

If you provide a home address which has a reception or concierge service our carrier will deliver to the concierge.  The concierge can sign for the delivery as long as they have a fixed location in the reception or within the building.

 

Problems with your order

Missed deliveries

Postal Delivery: If you are not at home for a postal delivery or your order cannot be delivered, a card with collection details will be left for you. In most cases, you can collect your order from the Postal Delivery Office where it is being held and you may be able to arrange a redelivery.

If your order is being delivered by the postal service and you have not received it 5 to 7 working days after dispatch, please contact the firefly™ customer Support Team.

 

Carrier Delivery: If you are not at home when the carrier attempts to deliver your order, the carrier will leave a card. You can contact the carrier directly for a new delivery appointment during working hours at a suitable date and even amend your delivery address.

If your order has passed the scheduled delivery date in your dispatch notification email, please contact the firefly™ customer support team. We will investigate with the appropriate carrier and strive to deliver your order as soon as possible.

 

Damaged or defective orders

If you have received your order and find that it is damaged, please call the firefly™ Customer Support Team.

 

In case of any damage to your delivery, Firstkind will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement.

If you're having trouble with your firefly™ devices or believe they are defective, please call the firefly™ Customer Support Team immediately. 

 

Missing order confirmation email

Receipt of your firefly™ order confirmation by e-mail should be immediate following order placement. If you do not receive the order confirmation or if you require an additional copy for your records please contact the firefly™ Customer Support Team by email on firefly.support@firstkindmedical.com  and by telephone on 0845 2222 621.