Can I cancel my order?
We understand that from time-to-time people will change their mind on large purchases. You are able to cancel your order anytime provided you give at least 3 working days’ notice by telephone prior to your planned delivery date.
Unfortunately, if you change your mind after this time then you will be charged an administration fee of £50*, this will be deducted from your refund. Your refund will be processed once your purchase has been collected and returned to our warehouse. Please allow up to 7 working days from this date to be credited to your account.
*Within a 30-mile radius; Nationwide the administration fee will increase to £100
**For both local and nationwide delivery the fee will be increased if the item is not in its original packaging and original saleable condition.
Can I exchange my product?
You are able to exchange your original product anytime provided you give at least 3 working days’ notice by telephone prior to your planned delivery, as long as the replacement item you would like is in stock, we will deliver to you on the same planned delivery date.
After this time or if your product has been delivered already you are able to exchange your product up to 28 days after you have purchased, however the product being returned to us must be in full resalable condition (and still in full original packaging). If your product is out of its original packaging, then 10% will be deducted from the original order value prior to you receiving a refund.
If you change your mind after delivery then you will be charged a collection fee of £50*, this will be deducted from your refund. Your refund will be processed once your purchase has been collected and returned to our warehouse. Please allow up to 7 working days from this date to be credited to your account.
*In all cases where we agree to the return of goods, we will need to collect the item and return it to our warehouse to assess its condition before we can confirm the costs which will be deducted from your exchange or refund. Please therefore be aware that if you wish to return goods which are no longer in their packaging and/or may have sustained some damage, there will be charges payable by you.
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What happens if there is a fault with my product?
In the unfortunate event that you identify a fault with your purchase please notify our Customer Experience Team at enquiries@frostsgroup.com with the below information:
• Your full name and order number
• Date & location of purchase
• A brief description of the fault and supporting images
One of our team will then call you within 24 hours to discuss the next steps.
Please be aware that some of our suppliers deal with their own furniture faults therefore, once we have received your email we will pass this over to them to deal with you direct to get rectified. Our team will notify you of this when they call you. These suppliers include; Kettler, Four Seasons, Norfolk Leisure & Hartman.