Frequently Asked Questions

Here 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.

Orders & Purchases

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 0900 - 1700.

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.

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.

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 - please check in your junk inbox if you haven't recevied it.

You will also receive a further confirmation email once we have accepted and processed your order.

Office Hours?

The office hours for the Trading Team are Monday to Friday 0900 - 1700.

Can I purchase a Helping Hoodie if I am not in the Fire and Rescue Service?

Unfortunately these products are only available to be purchased by currently serving FRS personal or retired FRS personal and a password will be required to place the order. (This password can be obtained form the your FRS internal communications team) We do however still sell our Firefighters Charity hoodies which are available for all general public to purchase also.

I can't see my Fire and Rescue Service in the Helping Hoodies section?

This will mean that we have not yet had permission from your Brigade to use your FRS badge on the hoodies. The best way to help us speed this up is drop your internal communications team an email asking for them to grant the Charity permission to do so as we would be happy to provide badged hoodies to all of our UK based FRS.

Delivery

How long will my order take to be delivered?

Please read the information under the ‘Delivery’ section of the product listing you’re looking at. If you have any questions regarding your order, please call the Trading Team on 01256 366566.

Returns & Exchange

How do I return an item?

Please see our Refunds and Returns page for full information.