Frequently Asked Questions

Welcome to the OnFire Stores FAQ page!
We’re here to answer your most common questions and ensure you have the best shopping experience possible.
If you don’t find the answer you’re looking for, please don’t hesitate to contact us.

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Question #1: How long will it take to receive my order?

Answer:
Here are our estimated delivery times:

• Handling time: 1–3 business days
• Transit time: 6–9 business days
• Estimated delivery time: 7–12 business days

For more details, please refer to our Shipping Policy.

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Question #2: Do you offer free shipping?

Answer:
Yes, we offer free standard shipping on all orders within the United Kingdom.
For more information, please visit our Shipping Policy.

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Question #3: Where is OnFire Stores located?

OnFire Stores is an online store serving customers across the United Kingdom. The business is legally registered in Brazil and operates internationally.

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Question #4: What if I receive a defective or wrong item?

Answer:
If you receive a defective or incorrect product, we’ll replace it at no cost to you.
Please contact us and return the item within 30 days.
For more information, see our Return & Refund Policy.

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Question #5: Can I cancel my order after it’s placed?

Answer:
Yes, you can cancel your order within 12 hours of purchase.
To cancel your order, please contact our customer service team as soon as possible.

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Question #6: What is your return policy?

Answer:
We offer a simple and hassle-free 30-day return process.
Items must be unused, in original condition, and returned with their packaging.
For full details, please visit our Return & Refund Policy.

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Question #7: When will I get my refund after returning a product?

Answer:
Once we receive and inspect your returned item, your refund will be processed.
Refunds typically appear in your original payment method within 7 business days, depending on your bank or payment provider.

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Question #8: Do you offer warranties or guarantees?

Answer:
Yes, we provide a 30-day guarantee on all products.
If there’s any issue with your item, please reach out to us and we’ll make it right.

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Question #9: How can I contact customer support?

Answer:
You can reach our customer support team through the Contact Us page or by emailing us at support@onfirestores.com.
We’ll be happy to assist you with any questions or concerns.

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Question #10: Do you ship internationally?

Answer:
At the moment, we ship exclusively within the United Kingdom.

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Question #11: Do you have a physical store location I can visit?

Answer:
We operate as an online-only store, which allows us to offer a wide range of styles at the best possible prices.

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Question #12: Can I place a bulk order for my business or organisation?

Answer:
Yes, we accept bulk orders.
Please contact our customer service team for more information on how to place a large or custom order.

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Question #13: What is the process for exchanging a product?

Answer:
Exchanges are quick and easy!
Simply contact our support team to request an exchange within 30 days of receiving your order.
More details can be found in our Return & Refund Policy.

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Question #14: How can I check the status of my order?

Answer:
After your order is shipped, you’ll receive an email confirming dispatch.
If you have any concerns about delivery, our customer service team will assist you directly.

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For any other questions, please contact us.