All orders are shipped within 1-2 business days. We are not open on the weekends or UK holidays so orders are not shipped during this time.

Please see below for standard postal service shipping times to the below destinations. These are just estimates and delays may occur.

United Kingdom - 2 - 3 Days
North America - 7 - 10 Days
France - 5 -7 Days
Germany - 5 - 7 Days
Ireland - 4 - 6 Days
Europe - 7 - 10 Days
Australia, New Zealand & Oceania - 10 - 14 Days

We offer upgraded shipping for Next Day in the UK or internationally 2-5 days via Fedex depending on country.

For UK orders these are shipped via Royal Mail Second Class but we offer upgrades to first class or Guaranteed Next Day via DHL at checkout.
International orders are shipped via the postal service on a Priority Mail. These are un-tracked, see our delivery times above for estimated deliveries.
We also offer the option to upgrade to Tracked post or ship via FedEx at checkout.

For UK orders all parcels are sent with either a tracking number or with proof of delivery.
International customers can upgrade to a tracked postal service at checkout or via FedEx.

Generally speaking we ship with all customs duties and taxes paid, however this depends on the country you are shipping into and what their rules are.
We would always advise checking out your countries rules and regulations before placing an order.

If for any reason you're not happy, reach out to us via the message system and let us fix that problem for you!

You can return your order. We want you to be completely satisfied with your purchase, so if you're not, just let us know within 14 days and we'll take care of the rest.

Once you've let us know, you'll have 30 days to send the item back to us. Please ensure all items are in their original unused condition and the packaging is undamaged - we really appreciate your help with this.

Here's our return address:

PRIMEHIDE Leather Firelog Ltd
Willowtree Marina
West Quay Drive
Yeading, Hayes
Middlesex UB4 9TA
UK

Please note that the postage fees for returns are your responsibility.

Our policy is such that once an item is personalised, it is non-refundable. This is largely due to the bespoke nature of these items which are specially requested for the unique specifications provided by our customers.

However, we are fully committed to ensuring your satisfaction and we understand that mistakes can happen. If you believe there has been a fault on our part, please don't hesitate to let us know. We promise to look into the case thoroughly and rectify any mistakes that may have been made on our end.