经常问的问题

You must contact our support team first if any products are faulty, incorrect, or damaged in transit.

Don't hesitate to get in touch with our support team.
Company Contact 

In most cases, the return of the damaged product is not necessary. We will not reimburse the cost of shipping items back to us unless we have instructed you to do this.

We reserve the right to replace at our cost or refund the cost of the damaged or faulty goods.

If you wish to return the goods for any other reason for a product refund with return postage paid by you, please return the goods to the shipping warehouse from where it was dispatched.

If you need any help with this, we are happy to help.

Shop Terms-and-conditions 

If you wish to return the goods for any other reason for a refund with return postage paid by you, please return them to us unused and in their original packaging to the warehouse we shipped from, including your order number or name and address.

Once goods arrive in our shipping warehouse, we will refund the product cost (the invoiced amount you paid for the product) and contact you via email to let you know.

If there are any concerns, please get in touch with our support team. Company Contact 

We understand it can be difficult always to order the correct length.

Our support team is happy to help you at any stage to make sure the product you order is the correct size for you.

If you find the set you received is the wrong size, please contact our support team to help you.

Quite often, we have a simple solution to help you get the item adjusted or replaced. Most practice poi sets with nylon cords can be adjusted.

Fire poi with chain cords is non-adjustable. However, you can purchase new cords. Fire poi with chain can be adjusted shorter, and you can not lengthen them or make them longer without special links and connectors. Chain is available separately, or you can purchase new cords. Please click here to contact our support team.

Goods arrived LateRefunds can only be considered if you had selected the Express Courier option using DHL or the EMS Economy Courier.For DHL it has to be over 1 week late when being delivered to a main city and longer if address was a hard to get to area.DHL and EMS states that delays can occur from time to time, so being a few days late will not mean a refund is automatically available. They are not a guaranteed time delivery service.However if they admit that they made a serious mistake in late delivery then they will consider refunding you.Please contact us with your full story.Goods never arrived?Please read instructions here

We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact our support team.Please note that some of our processes are manual and errors can arise. We carry out frequent checks to detect any errors. If they do occur, we will act immediately to minimise inconvenience and disappointment that may be caused.Please click here to contact our support team.

The Pro-Series chains are a fully welded design. They can not be made longer or shorter without cutting the chain.If the chains are still in as new condition then yes you may send them back for a refund. In the meantime you can order now the size you wish to replace them with.So you are not left without cords we are happy for you to wait until the new cords arrive before sending the others back to us for refund. Goods will only be refunded if in as new condition, and only once they have arrived back to our warehouse.Follow Return instructions here

We don’t offer exchanges, but you’re welcome to return any unused items in new condition within 30 days of receipt for a refund of the product price (excluding shipping costs). Please contact our support team to initiate the return. Once we receive the items, we’ll process the refund and notify you via email. You can then place a new order on our website for the correct items at your convenience.