Shipping policy
Every Frost & Alder order ships with free standard delivery to the United Kingdom, Australia, New Zealand and Germany, and you don't need to spend a minimum amount to qualify. For any delivery question, write to us at support@frostalder.com.
Where We Deliver
We ship to addresses in four countries: the United Kingdom, Australia, New Zealand and Germany. PO boxes and BFPO addresses can't be accepted.
Delivery Cost
Standard shipping costs nothing on any order, in any of the countries we serve. All prices shown include taxes already.
Should any extra charge, such as an import duty, come up when your parcel arrives, Frost & Alder pays it in full, so the amount shown at checkout is all you will ever pay.
How Orders Are Fulfilled
We work with reliable fulfilment and storage partners who pack and send out our orders, which means your parcel may ship from a location other than our address.
Placing an order confirms you accept that it may be sent from one of these partner sites.
Processing Time
After your payment goes through, we get your order ready within 1 to 2 business days. We count Monday to Friday as business days, leaving out UK bank holidays.
Anything ordered after 17:00 UK time, over a weekend or on a bank holiday begins processing on the following business day.
Delivery Time
Once dispatched, standard shipping takes 5 to 9 business days, so from the day you order most parcels reach you in 6 to 11 business days.
These figures are estimates; peak seasons or things beyond our control, like bad weather or courier problems, can sometimes add a little time.
Tracking Your Parcel
All orders are tracked. As soon as your parcel leaves, you'll receive an email with your tracking number and a link to watch its progress.
You can also look it up whenever you like on our Track Order page by entering your order number and email address.
If Your Order Is Running Late
If the estimated delivery window has passed and your parcel still hasn't turned up, get in touch at support@frostalder.com or +44 7460 671208, quoting your order number.
We'll follow it up with the courier and keep you informed until it's in your hands.
Missing or Damaged Parcels
If tracking says your parcel was delivered but it's nowhere to be found, first ask your neighbours and look in any safe place, then let us know within 7 business days of the delivery scan so we can raise an investigation with the courier.
If it reaches you damaged, send your order number along with photos of the packaging and the item to support@frostalder.com. As soon as we've verified the problem, we'll either replace the item or refund you in full.
Incorrect Delivery Details
Please double-check your delivery address before completing your order. If you spot an error, tell us right away. We can only change the address while your order is still waiting to be dispatched.
How to Reach Us
Frost & Alder, The Eye, Glass Wharf, Bristol BS2 0DW, United Kingdom. Email us at support@frostalder.com or phone +44 7460 671208.
Our customer care team is on hand Monday to Friday from 9:00 to 18:00, and Saturday and Sunday from 10:00 to 15:00 (UK time), and we reply to every message within 24 hours.