Delivery & Returns
Here at Frost's we want to achieve total product satisfaction.
We want you to be happy, but if you are not fully satisfied then we are prepared to work together to resolve a problem or issue.
Order Fulfilment & Shipping Times
****Last year alone we accepted and successfully fulfilled 98% of all rush orders****
We can often dispatch within 48 hours of order receipt (depending on order size and details)
RUSH ORDERS please email sales@frosts.uk.com, or phone 01822854488 to check our current workload.
Normal delivery times
Stock Items - Usually dispatched within 7 days
Personalised Small - Medium orders under 100 items - Please allow 7 - 14 days using standard delivery option.
Personalised Larger order of 100+ items - Please allow 14 - 21 days depending on order size and using standard delivery option.
EXPRESS DELIVERY OPTION is available on checkout and is recommended for orders that are required within or before 7 days, please contact us before placing order.
Delivery agents we use for all orders up to 2kg are Royal mail, over 2kg Courier delivery will be used - DHL or Interlink express.
Return Process
1. Contact Frost's ASAP within receipt of goods and see return policy as stated below.
2. Any goods to be returned must be in original condition, unused with accompanying letter, stating reason for return, original order information and full contact details.
3. Goods must be returned within 7 days of receipt or a photo sent providing proof of damaged/defect goods via email to Frost's as stated below.
4. You will be contacted once goods have arrived or upon receipt of your email within 24 hours.
5. Reprint/refund of goods in line with policies stated below.
All Frost’s products are made to order and thus refunds will only be provided in the case of defective or damaged goods, in accordance to the policy and conditions stated below.
Stock Items
The term ‘stock’ refers to all goods branded by Frost’s own artwork and not goods that have been personalised by the customer.
Stock items will only be exchanged, reprinted or refunded in the event that they are damaged or defective, please see below.
Frost’s stock humour or funny t-shirts may be exchanged for a different size, providing they are in their original condition and unworn; no refund will be given for these items. Provided we are fully satisfied with the condition of goods we will be happy to provide an exchange, but customers will be responsible for return delivery cost, see below for further information.
Personalised Items
All personalised items are subject to special return restrictions. These products, including personalised t-shirts, sashes, rosettes, trophies, stock design printed ribbons and personalised ribbons, are made to order specifically for you, so we cannot accept returns.
Returning Damaged/Defective Items
In the case of damaged or defective goods, please send items back with an accompanying letter stating reason for return, original order information and full contact details, within 7 days of receipt of goods.
Items do not have to be returned in original packaging, but Frost's expects items to be returned in appropriate packaging so as not to further damage goods beyond the condition in which they were received.
The return process can be helped by providing a digital image of the damage or defect, along with a clear description of the problem in an email to info@frosts.uk.com. In many cases, a reprint or refund can be actioned as soon as proof of the damage/defect is provided by the customer.
Unless otherwise directed by Frost's however, the products must be returned unused before action can be taken, so we can assess the quality of the product ourselves.
Who covers the return delivery cost?
Return delivery costs are the responsibility of the customer. In the case of damaged/defective goods please contact Frost's for instruction on returning the items - in the case of photo evidence being sent via email, it may be the case that a reprint is possible without return of goods. No return delivery costs will be reimbursed without prior arrangement with Frost's.
Refunded/Reprinted Items
Frost's reserves the right to offer a reprint or exchange rather than refund in all cases of damaged, defective or misprinted goods wherever possible and reasonable.
Where it is the case that an order has been misspelt or printed incorrectly by customer error, Frost's will not refund and a reprinting charge will incur.
When goods are to be reprinted Frost's will make every possible effort to meet any original event deadlines and order specifications, but in some cases it may be necessary to negotiate due to time restraints, delivery/post restrictions or stock limitations.
In the event that Frost's accepts the need for refund of goods, refunds will be made where possible in the manner payment was originally received e.g. via PayPal, cheque or back onto a credit/debit card. In the event of a refund or reprint original shipping costs will not be refunded.
Return Delivery Address and Contact Details
Frost's Head Office
Duart,
Meavy Lane,
Yelverton,
Devon.
PL20 6AL
Contact Details
TEL: 01822 854488
Email: info@frosts.uk.com
FAX: 01822855320
