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Frequently Asked Questions

Orders
Each of our products has its own unique packaging so another parcel may be on its way to you. Please check your emails for dispatch information and check the items you received against your delivery document. If an item is noted as included but it's missing, please contact our customer service team so we can quickly resolve the issue.
If you think that you've received the wrong item, please contact our customer service team so we can arrange a replacement.
Once you've placed an order through our website it can't be cancelled, however, you can return the items to us when you receive them. See our returns policy for more information.
Once you've placed your order, you won’t be able to amend it, however, you can place another order and return any unwanted items when you receive them. See our returns policy for more information.
As per all online retailers, our prices can change to account for special offers and promotions, therefore we don't refund the difference. However, you can return the item for a refund and reorder at the new price (subject to availability). See our returns policy for more information.
If you have a query about your invoice, please contact our customer service team
If you have a query or want to return an item, please use the product code on your delivery document. Delivery document codes can often differ from codes on our website.
Refunds and Returns
You can return your items at any time up to 14 days from the date of purchase. All original components, manuals, cables, labels, swing tags and documents must be returned with your item in order for us to process your refund. Care should be taken not to damage the goods and packaging. Refunds will not be offered if any tags have been removed.
You can return your items at any time up to 28 days from the date of purchase. All original components, manuals, cables, labels, swing tags and documents must be returned with your item in order for us to process your refund. Care should be taken not to damage the goods and packaging. Refunds will not be offered if any tags have been removed.

If you are returning your item for a refund or exchange, please complete the returns document within your parcel. Then visit the Royal Mail tracked returns service here to print your free return label. Your items remain your responsibility until they arrive with us. All exchanges will be sent to your original delivery address and will require a signature on delivery. Refunds will be processed and refunded to the original payment method, usually within four days. If you would like further help, please contact our customer service team

If you are an international customer and you are returning your item for a refund or exchange, please complete the returns document within your parcel. We strongly recommend that you send by recorded/tracked and signed for delivery. Your items remain your responsibility until they arrive with us. All exchanges will be sent to your original delivery address and will require a signature on delivery. Refunds will be processed and refunded to the original payment method, usually within four days. If you would like further help, please contact our customer service team
This will vary depending on the postal service chosen to return your item. Please check timescales with your chosen postal service.
This will vary for each country and will depend on the postal service chosen to return your item. Please check timescales with your chosen postal service.
We aim to process all returns within four working days of receiving them, however, they are often processed the same day. As soon as we have processed your returned item we will send confirmation by email.
Yes, all items can be exchanged. Please ensure that you detail on your returns document what you would like to exchange your item for.
You can return your items in the same parcel but please ensure that they are carefully packed. In order to receive a full refund, you must return items in their original condition and include all components, manuals, cables, swing tags and documents. If you have damaged any items, they cannot be returned and we cannot provide a refund.
Please bear in mind that we don't refund delivery charges. If you are still unsure, please contact our customer service team so we can quickly resolve the issue.
If the account linked to the card you used for payment is still open, your refund will reach that account, even if your card has been lost or stolen. We cannot process a refund to a different card. If you are still unsure please contact our customer service team
If you haven’t included your delivery document in your returns parcel, please contact our customer service team as this may delay processing your refund or exchange.

If you are a UK customer returning your item for a refund or exchange, please complete the returns document within your parcel. Then visit the Royal Mail Tracked returns service here to print your free return label.

Deliveries
Once you've successfully placed your order, you'll receive a confirmation email. This will include a tracking number, which you can use to track your order's journey.
All parcels from Blaze Wear require a signature on delivery. If you're not home, a card is normally left detailing how you can arrange an alternative delivery date.
All items ordered before 3 pm Monday to Friday are delivered next day. You can opt for either next day tracked delivery arriving any time during the day or for next day tracked delivery arriving at a specified time. For both options, your package must be signed for when it's delivered. Orders placed after 3 pm Monday to Friday or at the weekend will be processed the next working day.
All international orders are shipped via courier. All items ordered before 3 pm GMT Monday to Friday are shipped the same day. All items are tracked, however delivery will depend on customs and your country of delivery. Your package must be signed for when it's delivered. Orders placed after 3 pm GMT Monday to Friday or at the weekend will be processed the next working day.
Products & Stock
To make full use of your heated product, we recommend that you fully charge your battery or USB power bank prior to use. Once your battery is fully charged, your item is ready to use. To prolong the life of your battery or USB power bank, turn it off when you are not using your Blaze Wear item.
All Blaze Wear clothing and products are water resistant unless specifically stated.
Yes you can. Our USB stainless steel power banks, which are provided with all jackets and gilets, are designed so that you can charge your mobile device on the go. Our USB power banks have enough power capacity to charge your mobile phone up to four times. Find out more about our power banks
Yes. If an item is shown as out of stock, you can opt to be notified by email when it's available again. Simply enter your email address when prompted and we’ll keep you updated.
Size charts (where applicable) are provided within our Shop pages. If you would like further information about our sizing, please contact our customer service team
If you've misplaced your instruction manual, please contact our customer service team
Yes we do. We use suppliers who are members of Sedex, enabling us to access independent responsible sourcing audits as part of our ongoing policy of monitoring our suppliers' ethical standards.
We recycle all items in accordance with The Waste Electrical and Electronic Equipment Regulations 2013, registration number WEE/GA1473RT, and The Waste Batteries and Accumulators Regulations 2009, registration number BPRN00621. If you would like further information about this policy, please contact our customer service team
Only use the recommended battery pack with your heated Blaze Wear item. All batteries and power banks are available on our website. Please note: If you require replacement batteries for items bought before 1 October 2017, please contact our customer service team
Technical Issues
If you've forgotten your password or user name, go to the log in page and click on ‘Forgot Your Password?’. We'll then email you a link so you can create new ones. If you need further help, please contact our customer service team

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