Refund policy
At Frost & Alder, we want every purchase to feel right from the moment it arrives. This page explains how to tell us about a problem with an order, how to send something back and when you can expect your money.
Getting in Touch With Us
For anything to do with a return, write to support@frostalder.com or call +44 7460 671208.
You can reach us from 9:00 to 18:00 on weekdays and from 10:00 to 15:00 at weekends, UK time.
Every message gets a reply within 24 hours.
Where Orders come from, Where We Ship and Where Returns Are Sent
Frost & Alder delivers to customers in the United Kingdom, Australia, New Zealand and Germany.
Partner warehouses pack and dispatch our orders, so your parcel may set off from somewhere other than our address. Each order takes 1 to 2 business days to prepare, and delivery then takes another 5 to 9 business days, so most parcels arrive within 6 to 11 business days in total.
Business days run from Monday to Friday and exclude UK bank holidays. Orders placed after 17:00 UK time, at a weekend or on a UK bank holiday start processing on the next business day.
Standard delivery is free on every order with no minimum spend, and you can follow every parcel at frostalder.com/apps/track123. Should any taxes or import duties be charged when your order arrives, we pay them in full.
Returns may be handled at a different site, so we give you the right return address once we accept your request. Please don’t send items to our Bristol address.
30-Day Returns Window
You have 30 days from the date your order was delivered to tell us you’d like to return something. To be accepted, the item must be unused, in the same condition it arrived in and in its original packaging.
You’ll also need proof of purchase, such as your order number.
How to Initiate a Return
Email support@frostalder.com with your order number and a short reason for the return. We’ll confirm that we have your request within 24 hours and give you our decision within 1 to 2 business days.
If we accept the return, we’ll email you a return authorisation, the address to use and step-by-step instructions.
Please send the item back within 14 days of that approval. We may refuse parcels that arrive without authorisation.
Items That Arrive Broken, Defective or Incorrect
If your order arrives faulty, damaged or different from what you ordered, tell us as soon as you can, and send photos of the problem. Once we’ve reviewed them, we’ll either replace the item or refund you in full, and sending it back costs you nothing.
Changing Your Mind
If you no longer want an item or chose the wrong one, you can still return it within 30 days of delivery. You pay the return postage in this case. We recommend a tracked service, because we can’t refund items that go missing on the way back to us.
Where you will receive Refunds
When your parcel reaches us, we email you to confirm it has arrived. Within 7 business days of receiving it, we inspect the item, let you know whether your refund is approved and, if it is, pay it back to the payment method you used at checkout. Your bank or card issuer may take a few more days to show the money on your statement.
Restocking fee: We do not charge any restocking fee.
Exchanging
If you’d like a different item, please contact our customer care team first. Once we’ve accepted your return, place a new order for the item you want. Exchanges follow the same terms as any other return, and we replace or refund faulty items.
Cancelling
You can cancel an order for a full refund at any point before it leaves the warehouse. Email support@frostalder.com with your order number as soon as you can. After dispatch, an order can no longer be cancelled, so please wait for it to arrive and then follow the return steps above.
Items for which we don't accept Returns
For hygiene and practical reasons, we can’t accept returns of personalised or made-to-order items. We also can’t take back hygiene-sensitive products once their seal is broken or they have been worn or used. This doesn’t limit your rights if an item is faulty.
Your Statutory Rights
This policy doesn’t take away any rights you have by law. If you live in the UK, the Consumer Rights Act 2015 entitles you to goods that are of satisfactory quality, fit for purpose and as described. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 also let you cancel most online orders within 14 days of delivery. Customers in Australia, New Zealand and Germany keep the protections their own consumer laws give them. These include the Australian Consumer Law, New Zealand’s Consumer Guarantees Act 1993 and, in Germany, the legal 14-day right to withdraw from online purchases.
How to Get in Touch With Us
Frost & Alder, The Eye, Glass Wharf, Bristol BS2 0DW, United Kingdom. You can email us at support@frostalder.com or call +44 7460 671208. Our customer care team is available Monday to Friday from 9:00 to 18:00 and on Saturdays and Sundays from 10:00 to 15:00, UK time. We reply to every message within 24 hours.