Returns & Refunds

The short of it

You have 30 days from delivery to request a return.
Email us first. We’ll send a return label and instructions.
Items need to be unused, in original packaging, with proof of purchase.
Refunds go back to your original payment method within 10 business days of approval.
Custom orders, sale items and gift cards can’t be returned, but if something arrives wrong, we’ll still make it right.

This summary is here for convenience. The full terms below are what governs.

The 30-day window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Starting a return

To start a return, email us at contact@firecrackervoice.com with your order number and what’s wrong. If your return is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package. Returns go to:

Room 502C, 5th Floor, Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong

Damages and issues

Please check your order when it arrives and contact us straight away if anything is defective, damaged, or simply not what you ordered, so we can evaluate it and put it right. A photo helps enormously and saves you posting anything back.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new one. That way the thing you actually want ships immediately rather than waiting on a parcel travelling in the opposite direction.

Refunds

We’ll let you know once we’ve received and inspected your return, and whether the refund was approved. If it is, you’ll be refunded automatically to your original payment method within 10 business days. Bear in mind it can take a further few days for your bank or card issuer to post the refund to your statement.

If more than 15 business days have passed since we approved your return and you still can’t see the money, email contact@firecrackervoice.com and we’ll chase it.