These Billing Terms and Conditions set out how payment works when you shop with Frost & Alder. They cover when your payment is taken, how we protect it and what we do if a payment runs into a problem.
Ways to Pay
At checkout you can pay by credit or debit card with Visa, Mastercard, Maestro, American Express, Diners Club, Discover or UnionPay. You can also use Shop Pay, Apple Pay or Google Pay. For more information, see our Payments Policy.
When Payment Is Taken
We take the full cost of your order at the moment you place it. We only prepare and send your order once your payment has gone through and been confirmed. If your payment is declined or doesn't complete, your order isn't accepted and we will tell you by email.
Prices and Currency
We sell to customers in the United Kingdom, Australia, New Zealand and Germany. Prices are shown and charged in your local currency: pounds sterling (GBP) in the United Kingdom, Australian dollars (AUD) in Australia, New Zealand dollars (NZD) in New Zealand and euros (EUR) in Germany. All prices shown include taxes already.
Standard delivery is free on every order, and if any import duties or taxes apply on arrival, we pay them. This means the total you see at checkout is the full amount you pay.
We may change our prices from time to time, but a new price never applies to an order you have already placed. Discounts and promotional offers also can't be added to an order after you have placed it.
Keeping Your Payment Safe
Your payment goes through an encrypted connection and is handled by PCI DSS compliant payment providers. Frost & Alder never stores your full card details on its own systems.
Billing Queries, Refunds and Chargebacks
We give refunds under the terms of our Refund Policy, and we always pay them back to the payment method you used for the order. If a charge looks wrong to you, please email us at support@frostalder.com before you contact your bank, and we will look into it straight away. We investigate and dispute any chargeback that is fraudulent or has no valid basis.
Preventing Fraud
To protect our customers and our store, we may put an order on hold or cancel it if we suspect fraud or that a payment method is being used without permission. If we cancel an order for this reason, we refund any payment we took in full.
Contacting Us
You can email support@frostalder.com or call +44 7460 671208.
Our team is available from 9:00 to 18:00 on weekdays and from 10:00 to 15:00 at weekends, UK time, and we reply to every message within 24 hours.
You can also contact us through our Contact Us page.