When will my product be delivered?

If your item is currently available in our warehouse...

• We will contact you within 3 working days from your order date to book in your delivery. If you are within a 30-mile radius* of one of our centres your purchase will be delivered by our own Frosts delivery team

• You will receive a text message 48 hours prior to your delivery with a 2-hour window delivery time

• Our team will text or call you when they are approximately 30 minutes away

*If you are outside of our local delivery radius, your order will be delivered by our national delivery partner. They will call you directly within 7 working days after your order to schedule your delivery and you will receive a 4-hour delivery window slot. On the day of delivery, the team will call you when they are 30 minutes away. Please note during peak times deliveries can take up to 14 days from purchase.

If the item you have ordered is due into our warehouse at a later date…

• We will send you an email to let you know an expected delivery date for your item

• Then, once we have received your item into our warehouse, our team will give you a call to book your delivery date in

 

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.

 

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.

 

On the day of delivery…

Our Frosts delivery drivers will deliver your items to a room of your choice / area within your garden as long as this is accessible*. Please allow at least a 1.2 metre gap for all doorways as most of our products require additional space. If you are limited for space or have a garden with a different entrance, then please let our team know so that we can allow extra time and resources to accommodate this.

The drivers will remove the packaging for you if you would like your purchase unwrapped.

However please note we are unable to assemble or erect your purchase.

Our driver will require a proof of delivery signature once the item has been received; therefore, we are unable to deliver your items unless there is someone able to sign for them.

*Please be aware that we may need to change the rules for delivery to kerbside only if we are facing enhanced restrictions around COVID 19. In these instances, we will endeavour to communicate this to you when we book your delivery in, but please note that Government announcements may not give us sufficient notice to advise you of a change to our service method. If you do require additional assistance, we will do everything we can to help.