Frequently Asked Questions
Payment
We currently only support South African Rand (ZAR).
We use third-party payment processing services to process all credit/debit card payment transactions. These payment intermediaries are PCI-compliant, which is the most stringent level of certification standard that ensures all cardholders’ data is stored, processed, and transmitted securely by using industry-standard encryption technology.
You can make payment on our website using a valid debit card, credit card, EFT, Zapper or via PayJustNow.
Shipping
Due to high demand, all orders currently take a minimum of 6-8 working days to fulfil for main centres, 9-11 working days for regional areas and 12-15 working days for remote areas.
Shipments are reflected as RTO (returned to origin) under the following circumstances:
– Delivery was attempted more than once but it could not be delivered due to either the wrong address be provided or no one being present at the given address to accept the package – The address could not be found because it was incomplete – You or someone at your delivery address refused to accept the order. Under these circumstances, our customer support team would try to contact you on your registered phone number. If there is no response on that number or it is not reachable, then the package is returned to the origin.
We currently ship within South Africa only. For shipping outside of South Africa, please reach out to our customer support through the “contact us” form.
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email along with the link to track your order.
Or, you can track the status of your order from your “order history” section on your account page on the website
Returns & Exchanges
We only provide exchanges of items as per our Returns Policy. Before placing the order we suggest that you read our shipping and returns/exchange policy.
We do accept exchanges and they follow the same conditions as returns.
– The item must have been sold on our online store
– The item shouldn’t have been used in any way
– The item should have in its original packaging with all the tags etc.
– The return or exchange request is made within 30 days of delivery
Yes, we do accept returns subject to fulfilment of the following conditions:
– The item must have been sold on our online store
– The item shouldn’t have been used in any way
– The item should have its original packaging with all the tags etc.
– The return or exchange request is made within 7 days of delivery.
To request for a return, please reach out to support by submitting your request via the “contact us” form. A member of our support staff shall respond as soon as possible.
Order
If your order has not been shipped yet, then we can deliver to a different address as per your request. To know further, you can contact us through the ‘contact us’ form.
Once your order has been shipped, you will receive an email notification with details of the order. You can track the shipment by clicking on the link provided in the email.
Once you have placed your order you will not be able to make modifications on the website.
Please contact our customer support team through the ‘contact us’ form for any modification of the order.
If you wish to cancel your order, you can send an email or call customer support.
We can only change orders that have not been processed for shipping yet.
To make changes to your order, please reach out to support by submitting your request via the “contact us” form.
General
Yes. We offer a 2-year limited warranty. Please review our limited warranty policy for more information.
Firesmiths products is available to view and purchase at our authorised dealers
Don’t find what you looking for? Drop us a message and we will get back to you shortly.
