We hope that you are delighted with your order, however should you wish to make a return, please follow instructions below.

Please follow the returns process outlined in the return policy, for orders completed on one of our partnered platforms such as Amazon or Etsy.

The instructions listed below will apply for purchases completed through www.forestflames.com

​Please note we do not accept returns of any gift cards or items that have been customised.

You will need your order number and email address you made the order with to proceed with your return request.

You can find your order number and other details by logging into your account here.

Step 1: Submitting a returns request

• Visit our returns centre
• Enter your order number and email address to open your order
• Follow the on screen instructions and select the items you wish to return
• Select a reason for return
• If your order is damaged at the time of delivery we will request a photo of the damaged goods in order to investigate the case with our delivery partners
• Once you submit your request, you will get a confirmation email with shipping guidelines

You have 14 days from the date of delivery to request a return.

You have 48 hours from the date of delivery to notify us of any damage items.

You can contact returns@forestflames.com if you would like further information on your returns request. 

Step 2: Preparing your return

Goods returned must be in its original state and original packaging. Any sign of use or considerable handling will not be accepted due to the delicate nature of our products. All original packaging must be included with the return including any leaflets of instruction or thank you cards. Please ensure your parcel is completely sealed and bears the relevant labels as instructed by us. We cannot accept liability for goods damaged in transit and will be something you will need to follow up with your selected courier service.

You have up to 90 days from the date of purchase to return products.

Step 3: Returning your parcel

You will be required to arrange and pay for the cost of returning the products to us. Please retain your proof of postage as evidence of your return, in the unlikely event we do not receive your parcel. We cannot accept liability for returned goods lost in transit and this is something you will need to follow up with the courier service. 

Refund process

Refunds can only be made to the original payment method used or can be issued in the form of store credit.

Please allow a minimum of 14 working days from the date your order is returned to us for your refund to be processed to your original payment method, or use it immediately once we receive your order as store credit.

You can contact us on returns@forestflames.com if you have any queries. 

Cancellation process

Please send us an email as soon as possible to request an order cancellation.

In the event where an order has already been dispatched and is on its way to you, we are unable to cancel the order or prevent delivery. In this case please follow the return steps above to request a return. 

Any other issues

For any other issues with your order please drop us an email on orders@forestflames.com where we will be more than happy to assist you. We ask for your cooperation while settle any issues related to your order. While we endeavour to set things right for you in a timely manner, sometimes we may require your patience if we are required to launch an investigation or report a crime. We may be required to triangulate between our fulfilment centre and courier partners to investigate certain issues, therefore these cases can take much longer than we can anticipate.

Not sure what you want to do?

If you are unhappy with your purchase please get in touch with us via email on orders@forestflames.com and we will be more than happy to assist you. If you would like to make a complaint, please drop us an email on complaints@forestflames.com