It's pretty simple:
Here at Firecracker, we stand behind our goods 100%. Full stop. So if an issue arises, we'll do everything we can -- as quickly as we can -- to make it right and hassle-free.
While we cannot accommodate every return -- for example, "Final Sale", "Custom Order" + "Personal Care" items -- we value your business and will always be reasonable. Most goods fall under our general return/exchange guidelines, but given the variety of independent artisans we work with, certain products do have different requirements.
Prior to submitting a request, please review the product page for the item(s) in question and click on the "Shipping/Returns" tab for specific information.
HOW TO INITIATE A RETURN/EXCHANGE IN 4 EASY STEPS:
- Contact our friendly Help Desk within 15 days of delivery to request a return/exchange.
- If eligible, all items must be postmarked no later than 7 days after your initial request in their original unopened/unused condition with original tags still attached and no stains, scratches, odors, markings, or any signs of wear, chipping or breakage.
- Items that are not in their original condition, are damaged, or are missing parts for reasons other than Firecracker’s error are not eligible for return.
- In the very unusual circumstance that your order arrives to you damaged, please photograph all items and packaging immediately.
- Contact our friendly Help Desk within 48 hours so that they may begin addressing your issue right away.
- Upon receiving your request, our Help Desk team will email you easy to follow instructions.
- On those rare occasions when a return request is deemed insufficient, we will promptly provide you with a detailed explanation.
- Using the original packaging, please re-pack your return carefully and ship it back to us.
- Make sure to include your original Packing Slip and indicate the reason for your return. Please be aware that except for damage claims or returns as a result of our error, shipping costs cannot be reimbursed.
- In addition, Firecracker is not responsible for lost/damaged returns, so please be certain to obtain a shipping receipt for your own records in case the shipment does not arrive at our warehouse or is damaged in transit.
EXCHANGES: Depending on available stock, your replacement order will be shipped to you as quickly as possible.
REFUNDS: You can normally expect to automatically receive your refund within 2-3 business days after your package arrives at our return facility and is examined in accordance with our policies. We will promptly notify you via email once your refund is processed. Credit will be applied to your original form of payment; please be aware that your payment provider may take several additional days to post the refund to your account.
REPACKING CERAMICS + POTTERY: Please retain all packaging materials that arrive with your order. If packaging has settled or if you are not returning your entire order, please compensate by adding additional padding (eco-friendly paper, bubble wrap, packing peanuts, etc.) between and around the pieces to be returned. There should be significant padding between each piece of pottery/ceramics and between items and the interior sides of the box. Pieces should not shift once the box is sealed.
Firecracker is not responsible for any damage that occurs during return transit, so we highly suggest adding carrier insurance to your shipment.
PLEASE NOTE: Sorry, but the following items are ineligible for return or refund:
- Items marked "Final Sale"
- Custom "Special Orders" and/or "Personalized" items
- Shipping Charges
- Paypal Processing Fees