Contact us

We're glad to help.

Email:
We reply within 6 hours, Monday to Friday, 9 am–5 pm Eastern.

Before you write

These answer most of the messages we get.

  • Where's my order?

    We email you the tracking number when your order ships, and you can check it any time on our Track your order page. Can't find that email? Write to us with your order number, and we'll look it up for you.

    Track your order

  • Want your money back?

    Write to us within 30 days. We refund you within 7 business days, and for the stove fan you don't need to send anything back.

    Returns & Refunds

  • Something arrived damaged?

    We're sorry. Email us your order number and a photo of the damage, and we'll refund you.

    Email us

  • Questions before you buy?

    Most answers are on one page. If yours isn't, write to us.

    See all questions

Write to us

You can also use this form. It comes to the same inbox as our email.

To help us find your order fast, please tell us:

  • your order number (it starts with #)
  • the email you used at checkout
  • a photo, if something arrived damaged

The form can't take photos, so please email the photo to .

A real person answers every message: Miguel Nunes da Costa, who runs this shop.

We don't have a phone line yet. Email is the quickest way to reach us.

Want to know where your order is? See Track your order.

First Frost Home · Miguel Nunes da Costa · Rua João Barata 1, 7320-102 Castelo de Vide, Portugal

Please don't mail returns to this address. For the stove fan, you don't need to send anything back.

Send us a message

It starts with #, like #1001. It's in your order email.

We use what you send only to answer you. See our Privacy Policy.

Good to know

A few quick answers

More questions? We answer them all on one page.

How fast do you reply?

We reply within 6 hours, Monday to Friday, 9 am–5 pm Eastern. Please include your order number if you have one.

How long does shipping take?

Most stove fan orders arrive in 7–15 business days. We email you the tracking number when it ships. The guide doesn't ship: it opens right after you pay.

Can I change or cancel my order?

Write to as soon as you can, with your order number. If your order hasn't shipped yet, we'll do our best to change the address or cancel it for a full refund. Orders are often packed within a few hours, so we can't always catch them in time. If it's too late, our 30-day money-back promise still covers you.

What if something arrives damaged?

We're sorry. Email us within 30 days with your order number and a photo of the damage. We'll refund you within 7 business days, and you don't need to send it back.

Do you have a phone number?

We don't have a phone line yet, so email is the quickest way to reach us.

See all questions