Section:  Placing An Order

Will I get confirmation of my order?

As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.

I placed my order but did not receive a confirmation email. Why?

If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into: 

1. Our emails might be going to your junk or spam folder
2. There might have been a misspelling when you entered your email address during checkout
3. Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.

To be on the safe side, we encourage our customers to provide an alternate email to support@twilightfires.co.uk

What happens after I receive my order confirmation?

We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible.

In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.

Why do you need my phone number?

Some of our deliveries our couriers require a contact number to ensure a smooth delivery of your order. We won't give to anyone else, it’s kept private and confidential. Plus if there's any issues with your order we can contact you quickly and easily.

Is it safe to buy online through your website?

Absolutely. Twilight Fires strives to provide our customers a safe and smooth customer experience. This site uses SSL encryption technology that so that you never have to worry about credit card safety.

Section: Deliveries

Where do you deliver?

We deliver anywhere in the UK mainland (United Kingdom)

Please be advised that, due to the associated expenses, we are only able to provide shipping services to mainland United Kingdom. However, If you prefer to arrange your own shipping through a carrier that can deliver to your desired end location, we welcome the opportunity to discuss this with you. For customers based in the Isle of Wight, we have had positive experiences with Hampshire Freight. However, please note that our responsibility for the shipment concludes once it reaches the carrier at our end location.

If your address is outside of the UK mainland please contact for a delivery quote, either by email support@twilightfires.co.uk or by phone 0330 043 0631

Do you deliver outside of United Kingdom?

No sorry, currently we only deliver within mainland United Kingdom.

How long does it typically take for your products to be despatched?

Usually within 48 hours of processing your order but it can vary for different suppliers.

How long does it typically take for my purchase to arrive once it’s despatched?

Usually 4-7 business days, however some larger items can take longer. 

Can my order be delivered to a PO box?

Unfortunately not, we cannot deliver to PO Boxes.