Terms & Q&A

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Frost's relationship with you in relation to this website.

The term 'Frost's' or 'us' or 'we' refers to the owner of the website whose office is Frosts, Duart House, Meavy Lane, Yelverton, West Devon, PL20 6AL. The term 'you' refers to the user or viewer of our website.

I'm new to your site, so how do I order?

Placing a order with us is easy:
If you have any questions regarding placing an order or need some advice please give us a call or drop us an email. When ready to order, to safeguard you and the fact that many of our items are personalised we like all orders to be emailed, faxed or posted in writing to save any confusion or mistakes; don't forget to include the following:
Name, address, phone number and event date along with your full order details. If ordering only Stock or pre-printed rosettes / sashes you are very welcome to phone orders through: mon-fri 8.45am - 5.00pm - 01822 854488.

I have a meeting, do you have a catalogue?

Yes, this can be found on the left hand side of any page under the information tab. But, also note that New Products are being added daily to the site; so you need to visit the WWW.FROSTS.UK.COM site regularly to keep up-to-date with all the latest products.

Question about a Product - I need more information about a product

We include as much information as possible about each product within the item details. If more detailed information is required please give us a call or email.

Colours matching

Although we have endeavoured to try to give you the closest possible match to colours on our site with different computers having different colour profiles, monitors and graphics cards it would be impossible to guarantee a like for like match, please only use on sceen colours as a guide.

Sizes of goods

Please use all sizes within our site as a guide only, although correct rosettes & sashes can vary sometimes from order to order by a few millimetres. If ordering T-shirts and are unsure of your size we always recommend ordering 1 size larger than you require rather than try to guess sizes.

Question about Delivery Charges and Destinations

We offer mail order throughout the whole of the UK, delivery services range from:
1st class Royal Mail recorded delivery - next day 24 delivery, we also offer the option of your own third party courier to collect from our office. We also deliver to most major countries world wide, please email our sales team to check your country's delivery status.

Do I have to pay import charges & VAT?

Vat will be charged at the UK current rate on all orders with no exceptions. Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

Can you leave the delivery at an agreed hiding place?

No, delivery can only be made to the address supplied when placing the order and in most cases requires a signature on receipt.

Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods.

I'm not going to be in when you deliver my parcel what will happen?

Very small orders - Will simply arrive 1st class mail and will be delivered to the requested address. Medium to large orders - The postman or carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.

'You haven't replied to my query'

It is our policy to endeavour to respond to all customer enquiries within 2-4 hours. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our sales team within 2 working days, please contact us: 01822 854488, & have all your original questions at hand for us to answer.

I'm having trouble with my basket!

Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared. If this is happening to you, it may be because you are using the ‘back button on your browser, rather than the links in the website itself. Please try and only click on links within the FROSTS website. Do not use your 'back' button, or any other button on your browser if you can help it. If these problems persist please contact customer care.

It's now on special offer - Can you refund me the difference?

Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order

I have a spelling mistake on my order

The main reason we ask for orders to be submitted through our site or in writing is to avoid this problem, please do not ask to order over the phone as we will have to refuse. Before submitting an email or order we ask you to carefully read through what has been ordered as we will only print what is submitted:
Some customers use a play on words & it is impossible for us to check every word in every order, in some cases we have corrected words only to be told it was meant to be spelt incorrect! Your order is not case sensitive and we hold the right to space & use upper - lower case as we think best to produce a better looking end result without prior notice.

Order Problems - Part of my order is missing

Regrettably mistakes can happen. If you have received your order and an item is missing, please contact us within 48hours of receipt of order, quoting your name, and show / event details along with the missing item /s and we will investigate the matter further. (after 48hours we hold no responsibility of any missing or faulty goods) sales@frosts.uk.com - Tel: 01822 854488 Mon – fri 8.45am – 5.00pm.

General Terms

Terms are strictly NO credit unless prior arranged with accounts. No order will be dispatched until payment is made in full, but may still be liable for payment if we have already started production on your instructions. Credit accounts 10 days - Any monies owed after this period will be claimed from both the named person ordering and/or the company who wished to be invoiced on their behalf. In the event of a colour or item being out of stock we hold the right to substitute or amend any order without any prior notification. We hold the right to cancel or refuse any order at any time. Placing a order with frosts or www.frosts.uk.com, you are agreeing to the above terms and conditions *** All Goods remain the property of frosts until payment is made in full ***

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• You may not create a link to this website from another website or document without Frost's prior consent.
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.