Welcome to our frequently asked questions section where you will hopefully find all the answers you need about our shop products and services.

If you can't find what you are looking for, please contact us for further support.

1. Can I place an order over the phone?
Yes you can. Call us on 01256 366566 and a member of either our Trading or Customer Care teams will be able to assist you. Our phone lines are open Monday to Friday 0800 – 1730.

2. How long will my order take to be delivered?
Please read the information on the Delivery page. If you have any questions regarding your order please call the Trading Team on: 01256 366566.

3. How do I get a BA Tally engraved?
The price of your Tally includes the engraving. Please e-mail the following information below you would like engraved to shop@firefighterscharity.org.uk

The Brigade
Station Number and Station Name
Service OR Payroll Number
Rank & Name AND/OR Nickname
Time In
Time Out
We do not accept this information over the telephone.

4. How do I get a Statuette engraved?
Engraving on a statuette is included in the price. There is enough space to allow up to 3 lines of text – with a maximum of 35 characters per line. Engraving information must be emailed to shop@firefighterscharity.org.uk, we are unable to accept this over the telephone.

5. How do I return an item?
Please see our Refunds and Returns page for full information.

6. How do I know my order has gone through online?
Once you have gone through all the ordering steps online you will receive a confirmation e-mail to say your order has been successful. You will also receive a further confirmation email once we have accepted and processed the order.

7. Office Hours?
The office hours for the Trading Team are Monday to Friday 0900 - 1700, however our Customer Care are able to answer calls between 0800 - 1730. 

8. Do you have a Product Catalogue?
We produce a merchandise catalogue every autumn. This showcases a selection of our products with the full range being available on our web shop. If you would like one of these catalogues mailed to you either e-mail your mailing details to us at shop@firefighterscharity.org.uk or call us on 01256 366566.

9. Do you sell Christmas Cards?
Christmas cards are available from our shop from 1st October onwards.