Store policies

Orders are picked and packed within 1–2 business days (Monday to Friday, excluding public holidays). Orders placed after 2pm EST are processed the next business day.

You receive an order confirmation email immediately, and a second email with your tracking number as soon as the parcel leaves our facility.

United States: 3–8 business days.

Canada, United Kingdom, Australia: 4–12 business days.

Rest of world: 10–30 business days.

These windows start once the parcel ships, not when the order is placed. Carrier delays, customs inspections and extreme weather can extend them.

Shipping is free on all orders, with no minimum spend. Applicable taxes are included in the displayed price — there are no surprise fees at checkout.

For a small number of destinations, local import duties may be charged by your customs authority. These are set by your government and are outside our control.

Every order ships with tracking. Enter your number on our Track Order page for live carrier status.

If tracking has not updated for more than 7 business days, email us and we will open a carrier investigation or reship the order.

Please double-check your shipping address at checkout. If you spot a mistake, email us within 12 hours and we will correct it before dispatch.

Parcels that arrive damaged or are confirmed lost in transit are replaced free of charge. Send a photo of the packaging to james@faynehome.com within 14 days of delivery.

Questions about a shipment? Email james@faynehome.com — we reply within one business day.

If you are not satisfied for any reason, contact us within 30 days of receiving your order and we will refund you in full.

Items should be in resalable condition with their original packaging. Unopened multi-packs can be returned in part or in full.

If you deploy a Fayne fire blanket on a real fire, we replace it free of charge — one replacement per household, per order. Just email us and tell us what happened.

Email james@faynehome.com with your order number and the reason for the return. We reply within one business day with return instructions and an address.

Do not send items back before contacting us — returns received without prior authorisation cannot be processed.

Return shipping is paid by the customer unless the item arrived damaged, defective or incorrect — in those cases we cover the cost or simply send a replacement without asking for the original back.

Once your return is received and inspected (or once we approve a no-return refund), the refund is issued to your original payment method within 3–5 business days.

Depending on your bank or card issuer, it can take a further 5–10 business days for the funds to appear on your statement.

Orders can be cancelled free of charge any time before they ship. Email us as soon as possible — most orders leave within 1–2 business days.

Returns requested more than 30 days after delivery, and items damaged through misuse rather than emergency deployment, cannot be refunded.

Order information: name, billing and shipping address, email address, phone number and order contents. Payment card details are handled directly by our PCI-compliant payment processor — we never see or store them.

Contact information: anything you send us through our contact form or by email.

Device and usage information: IP address, browser type, pages viewed, referring site and similar analytics data collected via cookies.

To process, fulfil and deliver your order, and to provide customer support.

To send transactional messages such as order confirmations and shipping updates.

To send marketing emails, only where you have opted in. You can unsubscribe at any time using the link in any email.

To detect and prevent fraud, and to comply with legal obligations.

To measure and improve our website and advertising performance.

We use cookies and similar technologies for essential site functions (such as remembering your cart) and for analytics and advertising measurement.

We use Google Analytics and Google Ads conversion tracking, deployed via Google Tag Manager, to understand how visitors find and use our site. These services may set cookies and process data in accordance with their own privacy policies.

You can block or delete cookies in your browser settings. Essential cookies are required for checkout to work.

We share data only with service providers who help us run the store: our ecommerce and payment platform, shipping carriers, email service providers and analytics providers. They may only use the data to perform services for us.

We do not sell your personal information.

We may disclose information where required by law or to protect our legal rights.

Order records are retained for as long as required for accounting and legal purposes. Marketing contacts are retained until you unsubscribe or request deletion.

Depending on where you live (including under the GDPR in the EU/UK and the CCPA in California), you may request access to, correction of, or deletion of your personal data, and object to certain processing.

To exercise any of these rights, email james@faynehome.com. We respond within 30 days.

Our site is not directed at children under 16 and we do not knowingly collect their data.

We may update this policy from time to time; the latest version is always published on this page.

Questions about privacy? Email james@faynehome.com.

Placing an order is an offer to purchase. We accept it when we send your order confirmation. We may refuse or cancel an order — for example if an item is out of stock, a price was listed in error, or the order appears fraudulent. In that case you are refunded in full.

All prices are shown in US dollars and include shipping and applicable taxes unless stated otherwise. Prices and promotions can change at any time before an order is placed.

Payment is processed by our third-party payment provider over a secure, PCI-compliant connection.

We work hard to describe our products accurately, but colours, packaging and minor specifications may vary. Product photography is illustrative.

Certification claims refer to the tested product specification; testing documentation is available on request.

Fire safety products are aids, not guarantees. Always read the instructions supplied with the product before use, and only tackle a fire if it is safe to do so.

In any emergency your first action should be to alert everyone in the building and call your local emergency services. Never re-enter a burning building.

We are not liable for damage or injury resulting from improper use, or from use in circumstances beyond the product's rated capability.

All content on this site — text, images, video, logos and design — is owned by Fayne Home and may not be copied or reused without written permission.

To the maximum extent permitted by law, our total liability arising from any order is limited to the amount you paid for that order. Nothing in these terms excludes liability that cannot lawfully be excluded.

These terms are governed by the laws applicable at our place of business, without regard to conflict-of-law rules.

Questions? Email james@faynehome.com.