Contact us
For all enquiries please email our customer service team at LFBsales@internova.co.uk or telephone on 0800 9520089, any time between 9am and 5.30pm, Monday to Friday.
Frequently asked questions
Where is my order?
It is our aim to despatch orders within five working days of receiving them. However, you should allow 28 days for delivery. If you have not had your order within 28 days please let us know by emailing LFBsales@internova.co.uk.
What is your returns policy?
We will issue a full refund of the price paid for any items you are unhappy with provided they are returned to us in their original condition within 30 days of the date you received them, unopened, with any seals and shrink-wrap intact. We cannot accept the return of opened items unless they are faulty, excluding items of clothing which must be returned unworn and in its original condition complete with any tags and original packaging. Customers can send their returns with a covering letter to:
London Fire Brigade Shop,
c/o Internova UK Ltd,
Provident Works,
Newdigate Street,
Nottingham
NG7 4FD
When will my products be delivered?
It is our aim to despatch orders within five working days of receiving your order. However, you should allow 28 days for delivery. If you have not had your order within 28 days please let us know by emailing LFBsales@internova.co.uk.
New Customers
Getting started
We hope you’ll find shopping with the London Fire Brigade Shop quick and easy. You can trust the shopping experience with London Fire Brigade Shop because security and privacy is very important to us.
To make your shopping experience easier you can use the following features:
- The home page. Here you can see all the categories and links you will need. You can easily get back to the home page from any page by clicking on the link in the bottom right of the screen, or on the LFB logo in the top left.
- The menu down the left side of each page lists all the categories of London Fire Brigade Shop merchandise and other useful links.
- The search facility is always located in the right of the top banner on your screen. Enter key words in the space provided to look up related products.
Using search
Our search engine works by checking your search term against all the product titles and descriptions currently on the website. It then shows products on the page that may match your query.
Payment options
Options of payment include VISA, Master Card, Switch or Delta. Unfortunately we are unable to accept AMEX, Electron cards, cheques, cash, or postal orders through the website. For an order to be processed you will need to provide the cardholder's name as it is shown on the card, as well as the postcode that appears on the card statement.
Placing your order
Once you've chosen the items you wish to buy and have added them to your basket, you can begin the checkout process by clicking on the 'Go to Checkout' link in the bottom right of your screen.
- You can go straight to checkout to pay for your goods. You can also opt to register with us so that you can retrieve your details and chosen delivery address. (Please note that this does not include your payment card details.) You’ll be asked to set up a password to access your account.
- If you have already registered online with London Fire Brigade Shop, enter your email address and password.
- When you're ready to complete your order, click the ‘Continue’ button and you will be taken through to a secure page to enter your payment details. Netbanx will carry out an online authorisation of your card and will debit your account if it is cleared. Your transaction will be approved in a few seconds. You'll also be sent a confirmation email shortly after placing your order.
If you need help placing an order or have any other questions, please email our Customer Service team at LFBsales@internova.co.uk or telephone on 0800 9520089, anytime between 9am and 5.30pm, Monday to Friday.
Delivery
Charges and options
Delivery to customers in the UK is charged at £3 per delivery plus an extra £1 per item.
Delivery to customers in Europe is charged at £3 per delivery plus an extra £1.50 per item.
Delivery to all other customers, including those in North America, is charged at £4 per delivery plus an extra £2 per item.
We will need to use a courier for Products over £30 in value and the delivery charges will be confirmed to you on placing an order. We recommend that you use a courier for multiple Product orders valued at £30 or over.
Orders from the following countries are not accepted: Armenia, Azerbaijan, Belarus,, Bulgaria, Croatia, Georgia, Romania, Ukraine, Morocco, Turkey, Macedonia, Bosnia Herzegovina, Albania, Serbia, Indonesia, Uganda and Nigeria.
Delivery FAQs
Do you deliver products outside of the United Kingdom?
Yes however orders from the following countries are not accepted: Armenia, Azerbaijan, Belarus, Bulgaria, Croatia, Georgia, Romania, Ukraine, Morocco, Turkey, Macedonia, Bosnia Herzegovina, Albania, Serbia, Indonesia, Uganda and Nigeria.
Orders of goods from lfbshop.co.uk for delivery overseas may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Duties and taxes as a result of customs clearance are borne by the customer. We have no control over these charges and cannot predict what they may be. You should contact your local customs office for further information as customs policies vary from country to country.
What if I’m not in when you deliver?
For items sent with Royal Mail: If the item is too large to post through the letter box, Royal Mail will put a delivery note through the door explaining that the package could not be delivered. You will be advised to collect the package from your nearest Royal Mail collection point.
For items sent with a courier: Our courier will attempt delivery of all packages twice, leaving a card each time letting you know that they have tried to make a delivery. This card will include contact details for the courier so that you can contact them and arrange a suitable time for the second delivery. If the courier is unsuccessful in making a delivery in the second attempt, the goods will be returned to the warehouse. The courier will not leave a delivery unattended, and will not make a delivery without gaining a signature first.
Order and Returns Information
Cancel an order
Every customer has the right to cancel their order within seven days of receiving items purchased on our website.
Customers wishing to cancel an order should call us on 0800 9520089 or email LFBsales@internova.co.uk as soon as possible. If goods have already been received you must return them following the instructions detailed in our refund policy below.
Items must be unused, unopened and in their original packaging and must be accompanied by the original delivery note. We recommend that you send goods by recorded delivery. Refunds (excluding delivery charge) will be made to the card which you originally used for the purchase.
Refund policy
We will issue a full refund of the price paid for any items you are unhappy with provided they are returned to us in their original condition within 30 days of the date you received them, unopened, with any seals and shrink-wrap intact. We cannot accept the return of opened items unless they are faulty, excluding items of clothing which must be returned unworn in original condition with any packaging and labels. Customers can send their returns with a covering letter to:
London Fire Brigade Shop,
c/o Internova UK Ltd,
Provident Works,
Newdigate Street,
Nottingham
NG7 4FD
Security and privacy
Customer privacy
Your privacy is important to us, and we will never to release your personal details to any outside company for mailing or marketing purposes.
When you shop on our website, we collect certain personal information from you (for example: your name, email address, payment address and details). This information is held on secure servers. The London Fire Brigade shop complies fully with Data Protection and consumer legislation, and will treat all your personal information as fully confidential.
In order to serve you efficiently, a third-party banking and distribution institutions handle our credit card transactions and order fulfilment. They receive the information needed to verify and authorise your payment card and to process your order. All such organisations are under strict obligation to keep your personal information private.
Click here to read our full privacy policy
Customer security
Lfbshop.co.uk maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.
You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.lfbshop.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.
Security
- Our credit/debit card transaction service uses Apache Web Servers using 128 bit ciphers, and standard SSL technology, acknowledged as an industry standard for applications requiring security.
- All payment card information sent to and from our credit/debit card transaction service is encrypted.
- Firewalls within our credit/debit card transaction service system allow the isolation of information from hackers.
- Our credit/debit card transaction service has been developed from processes established over five years as a security system specifically for the Internet environment.
- Our credit/debit card transaction service has been adopted by the major acquirers to provide security to their merchants.
More about us
About the London Fire Brigade
Contact us
For customer enquiries regarding the products featured on this site or your order please call us on 0800 9520089 or email LFBsales@internova.co.uk.