Terms of service
Frost & Alder, The Eye, Glass Wharf, Bristol BS2 0DW, United Kingdom ("Frost & Alder", "we", "us", "our"), operates the online store at frostalder.com. In these Terms, the "Services" means that store and everything it offers: its pages, content, features, tools, products and services. The store runs on Shopify, the platform that powers our site and checkout.
These Terms of Service set out the rules that apply between you and us whenever you use the Services. They affect your legal rights, so we encourage you to read them in full. Browsing the site, using any of its features or placing an order means you accept these Terms together with our Privacy Policy. If you would rather not accept them, please stop using the Services.
1. Using the Store and Your Account
You may only accept these Terms if you have reached the age of majority in your jurisdiction. Any account you open belongs to you alone and cannot be passed on to another person. Keep your password private, as you are answerable for everything done through your account.
2. Product Information
We aim to show every product faithfully in our photos and descriptions, but the way a screen displays colour and detail varies from one device to another. We reserve the right to revise descriptions, cap the number of units per customer or withdraw an item from sale whenever we choose. Your entitlement to receive goods that are as described is unaffected by any of this.
3. Placing an Order
Submitting an order is an offer from you to purchase the items in your basket, which we are free to accept or refuse. The contract between us comes into existence only once your payment has gone through and we have emailed you an order confirmation. Review your basket and details before you check out. Returns and exchanges are handled under our Refund Policy.
4. Prices and Payment
Prices on the site 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. Our prices may change, but the amount you pay is the one displayed when you ordered, as confirmed in your order email. Standard delivery is free on every order, with no minimum spend.
We accept Visa, Mastercard, Maestro, American Express, Diners Club, Discover and UnionPay cards, along with Shop Pay, Apple Pay and Google Pay. When paying, you agree that the details you give are complete and correct.
5. Delivery
We ship to the United Kingdom, Australia, New Zealand and Germany. Your order is prepared within 1 to 2 business days and then spends 5 to 9 business days in transit, so most parcels reach you within 6 to 11 business days. Orders placed after 17:00 UK time, at a weekend or on a bank holiday begin processing on the next business day.
Business days run from Monday to Friday, excluding UK bank holidays, and all timings are estimates rather than guarantees. If any import duties or taxes arise on any delivery, we cover them in full. Every order is tracked, and you can follow yours on our order tracking page. The complete details are in our Shipping Policy. Risk in your order passes to you once it is delivered to you or to a person you have nominated.
6. Our Content and Brand
The Frost & Alder name and logo, along with all text, images, graphics and their arrangement on the Services, are owned by us or by our licensors and are protected by intellectual property law. Reproducing, distributing, altering or republishing any of this material requires our prior written consent.
7. Third-Party Tools and Links
Some features of the Services may be provided by outside companies, and some pages may point to websites we do not run. We have no control over these tools or sites, accept no responsibility for what they contain or how they work, and do not endorse them by linking to them. Any use you make of them is your own choice.
8. Our Use of Shopify
Although Shopify hosts our store, any purchase you make is a contract with Frost & Alder alone. Shopify plays no part in that contract and bears no responsibility for it.
9. Your Personal Information
Our Privacy Policy explains how we handle any personal data gathered through the Services.
10. Reviews and Feedback
By sending us a review, suggestion or any other feedback, you give us permission to use, adapt and publish it without payment. You also confirm that it is your original work and does not breach the rights of any third party.
11. Errors on Our Website
From time to time the Services may show a typo, an incorrect price or incomplete information, and we may fix such mistakes when we find them. Where an order relies on an obvious error, we may cancel it or get in touch to agree what happens next. Any cancelled order is refunded in full.
12. Acceptable Use
The Services may be used for lawful purposes only. You must not use them to commit any offence, breach intellectual property rights, harass or cause harm to anyone, introduce malicious code, gather other people's personal data without consent, or disrupt the Services in any way. Anyone who breaches these Terms may have their access suspended or withdrawn.
13. Our Responsibility to You
We will provide our products with reasonable care and skill. Your statutory consumer rights remain fully in place and nothing in these Terms reduces them, including the requirement under the Consumer Rights Act 2015 for UK customers that goods are of satisfactory quality, fit for purpose and as described, as well as the equivalent protections in your own country. We are liable for loss or damage that could reasonably have been foreseen as a result of us breaching these Terms or failing to take reasonable care and skill. Because our products are intended for domestic and private use, we are not liable for business losses or for losses that could not have been foreseen. We do not exclude or limit liability for death or personal injury resulting from our negligence, for fraud, or for any other matter where the law does not allow us to do so.
14. If Part of These Terms Is Invalid
Should a court find any provision of these Terms unlawful or unenforceable, that provision will be struck out and the remainder will stay in effect.
15. Governing Law
The laws of England and Wales govern these Terms, and the courts of England and Wales may hear any dispute. Customers living in Scotland or Northern Ireland may also take action in their local courts. If you live outside the UK, you keep any mandatory consumer protections that the law of your country gives you.
16. Changes to These Terms
We may revise these Terms periodically and will publish any updated version on this page. Your order is governed by the version that was live when you placed it.
How to Reach Us
Frost & Alder, The Eye, Glass Wharf, Bristol BS2 0DW, United Kingdom. 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 Saturday and Sunday from 10:00 to 15:00 (UK time), and we reply to every message within 24 hours.