HELP & SUPPORT
Customer service opening hours:
Monday - Friday 08:00-16:00
Weekends & Holidays (Closed)
Phone: +46 40 660 16 60
Mail: info@lightmyfire.com
We will answer your email within 2 working days
ORDER & DELIVERY
Is there a minimum order limit?
Is there a minimum order limit?
No, there is no minimum order value.
Can I track my order?
Can I track my order?
Your tracking number is included in the order confirmation email. If you have created an account before placing your order, you can also see your order there. Or track it here
Do I pay for shipping?
Do I pay for shipping?
EU: Free shipping on orders over €100
Outside EU: Free shipping on orders over €200
How long is the delivery time?
How long is the delivery time?
Normal delivery time is 2–3 working days.
What delivery options are available?
What delivery options are available?
Home delivery via UPS.
Which countries do you ship to?
Which countries do you ship to?
All countries found in the menu for changing country can we ship to.
I did not receive an order confirmation
I did not receive an order confirmation
Please contact customer service through the contact form.
Can I change my order?
Can I change my order?
Contact customer service as soon as possible and we will help you if your order has not already been processed.
When is the payment deducted?
When is the payment deducted?
The payment is reserved when you place the order and deducted when the order is shipped.
What payment methods are accepted?
What payment methods are accepted?
Visa
Mastercard
PayPal
Can I pay by invoice?
Can I pay by invoice?
No.
How do I use a discount code?
How do I use a discount code?
- Add items to your cart.
- Go to checkout.
- Enter your discount code in the discount code field.
- Click Apply.
My discount code does not work
My discount code does not work
Make sure you have entered the code exactly as it is written. Check that there are no spaces or extra characters.
Why did I receive a customs fee?
Why did I receive a customs fee?
If you shop from outside the EU, you are considered the importer and may have to pay customs duties and VAT.
What happens with customs fees when returning items?
What happens with customs fees when returning items?
Customs fees may be refunded or cancelled when returning the product. Contact your local UPS office.
Warranty
Limited Product Warranty
Limited Product Warranty
Light My Fire warrants that its products are free from defects in materials and workmanship under normal intended use.
Warranty Period
- Consumer products: 2 years from the date of purchase unless otherwise required by applicable local law.
- The warranty applies only to manufacturing defects.
The warranty does not cover:
- Normal wear and tear.
- Cosmetic damage that does not affect functionality.
- Damage caused by misuse, abuse, accidents, negligence or improper storage.
- Damage resulting from unauthorized modifications or repairs.
- Damage caused by improper cleaning or use outside the intended purpose.
If a product is determined to be defective due to manufacturing or material faults, Light My Fire will, at its discretion:
- repair the product,
- replace the product with the same or an equivalent product, or
- issue an appropriate credit.
The warranty is limited to the value of the original product and does not cover indirect or consequential damages.
COMPLAINTS
How do I submit a complaint?
How do I submit a complaint?
- Describe how the issue occurred.
- Attach 2–3 photos showing the defect.
- Include order number or receipt.
Shipping for complaints
Shipping for complaints
If the complaint is approved, we will provide a prepaid return label. If not approved, the customer pays the shipping cost.
RETURNS
How do I return an item?
How do I return an item?
Lightmyfire.com offers a 30-day return policy. When returning the products, make sure they are properly packaged. Download your return slip here.
Write order number, article, and reason for return.
The next step is to pack the products and return slip. All returned items must be sent back in the original packaging and original condition. Damaged or missing original packaging can lead to a decrease in the value of the product.
Send the package from your agent. You must pay the shipping costs for return if you regret the purchase.
NOTE! We do not accept packages sent by COD or similar. You are responsible for the package/ products until we receive it/them. Save the receipt from the carrier and any tracking numbers.
It usually takes 12 working days (Mon-Fri) to receive and process your returned items in our warehouse*. You will receive a return receipt via email when your return is processed. This contains information about the repayment period depending on your choice of payment method.
*depend on the sending location and when we receive the returned items in our warehouse.
Do I pay for the return?
Do I pay for the return?
You are responsible for the shipping costs if you regret the purchase.
NOTE! We do not accept packages sent by COD or similar. You are responsible for the package/ products until we receive it/them. Save the receipt from the carrier and any tracking numbers.
