This page answers the questions our customers ask most often. If yours isn't covered here, our team will gladly help you through our Contact Us page.
Orders and Delivery
Which countries do you deliver to?
We send orders to addresses in the United Kingdom, Australia, New Zealand and Germany.
What does delivery cost?
Standard delivery is free on every order, whatever its value. If any import duties or taxes apply when your parcel arrives, we cover them, so you never pay anything extra at the door.
How soon will my order arrive?
We get your order ready within 1 to 2 business days, and the courier then takes 5 to 9 business days to deliver it, so most parcels reach you within 6 to 11 business days.
Business days run Monday to Friday, not counting UK bank holidays.
Orders placed after 17:00 UK time, or on a weekend or bank holiday, start processing on the next business day. You can read more in our Shipping Policy.
Where do orders ship from?
Our fulfilment and warehouse partners pack and send our orders, so your parcel may not come from our address. Every order is sent with tracking, wherever it ships from.
How do I track my parcel?
As soon as your order leaves us, we email you a tracking number and a link. You can also check where it is at any time on our Track Order page by entering your order number and email address.
What should I do if my order is late?
If your parcel hasn't arrived by the end of its delivery estimate, send us your order number at support@frostalder.com or call +44 7460 671208, and we will chase it with the courier for you.
Can I amend or cancel an order?
Yes, as long as it hasn't left us yet. Email support@frostalder.com with your order number as quickly as you can. If it has already been dispatched, you can send it back through our usual returns process instead. Our Refund Policy and Shipping Policy explain the details.
Returns and Refunds
Can I return an item?
You have 30 days from delivery to ask for a return. The item must be unused and in its original condition and packaging, and you will need proof of purchase. We can't accept returns of personalised or made-to-order items, or of hygiene-sensitive items once their seal is broken or they have been used. The full terms are in our Refund Policy.
How do I arrange a return?
Email support@frostalder.com with your order number and the reason you'd like to return the item. We will reply within 24 hours and give you our decision within 1 to 2 business days.
If we approve the return, we will send you the address and instructions, and you then have 14 days to post the item. Please don't send anything back until we have approved it.
Who covers return postage?
If your item is faulty, damaged or not what you ordered, we pay for the return. If you have changed your mind or ordered the wrong thing, you pay the return postage, and we recommend a tracked service.
How long does a refund take?
We inspect each return when it reaches us. Within 7 business days of receiving it, we check the item, confirm whether it qualifies for a refund and, if it does, pay it to the payment method you used.
It may then take your bank a few more days to show it on your account.
We don’t charge a restocking fee.
What if my item arrives damaged or faulty?
We're sorry if that happens. Email support@frostalder.com with your order number and photos of the problem. Once we have confirmed the fault, we will send you a replacement or give you a full refund.
Payment and Pricing
How can I pay?
We take Visa, Mastercard, Maestro, American Express, Diners Club, Discover and UnionPay cards, along with Shop Pay, Apple Pay and Google Pay. Our Payments Policy has more information.
Is it safe to pay on your website?
Yes. Payments go through an encrypted connection and are handled by PCI DSS compliant payment providers. We never keep your full card details on our systems.
What currency do you charge in?
We show and charge prices in your local currency: pounds sterling (GBP) in the UK, Australian dollars (AUD) in Australia, New Zealand dollars (NZD) in New Zealand and euros (EUR) in Germany. All prices already include taxes.
About Frost & Alder
Who are Frost & Alder?
Frost & Alder, The Eye, Glass Wharf, Bristol BS2 0DW, United Kingdom is a Scandinavian-inspired lifestyle store. We bring together simple, practical and well-designed products for everyday living. You can learn more on our About Us page.
Can I visit you in person?
No, we sell online only. Our address doesn't take visitors or returns, but our team is happy to help you by email or phone during our opening hours.
How do I contact you?
Email support@frostalder.com or call +44 7460 671208. We are 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.
Still Need Help?
If your question isn't answered here, our team is ready to help. Get in touch through our Contact Us page.