Fraktpolicy

Last Updated: 4th December 2025

This Shipping Policy applies to all orders placed with Frostoni Ltd (“we”, “us”, “our”). By placing an order, you agree to the terms below.

1. BUSINESS STATUS

Frostoni operates as a UK-registered limited company and fulfils orders via third-party suppliers and manufacturers. Products ship directly from supplier warehouses located inside or outside the UK.

2. SHIPPING DESTINATIONS

We currently ship to:

  • UK, and the EU

International shipping may be offered at our discretion and will be clearly stated at checkout where available.

3. ORDER PROCESSING TIMES

Orders are processed within:

  • 1–3 business days (Monday–Friday)

Processing time is separate from delivery time. Delays caused by suppliers or couriers are outside our direct control but will be communicated where possible.

4. DELIVERY TIMES & COSTS

Delivery times vary depending on supplier location:

Service Estimated Delivery Time
Standard Delivery 5–12 Working Days
Express Delivery 3–7 Working Days

All shipping prices are clearly displayed at checkout.

Delivery timeframes are estimates only and not guaranteed.

5. TRACKING INFORMATION

Where available, tracking information will be provided via email once your order has been dispatched.

Tracking updates may take 24–72 hours to appear depending on the courier system used.

6. VAT, DUTIES & IMPORTS

  • For orders fulfilled from within the UK, VAT is calculated at checkout.

  • For orders fulfilled from outside the UK, import VAT, customs duties, and handling fees may apply and are the responsibility of the customer.

  • Frostoni is not responsible for delays caused by customs clearance.

Failure to pay required import charges may result in delivery refusal without refund.

7. LOST, DELAYED OR STOLEN PARCELS

If your parcel is delayed, lost, or misdelivered:

  • You must notify us within 7 days of the estimated delivery date.

  • Investigations will be conducted with the courier and supplier.

  • Replacement or refund decisions are made only after investigation is complete.

Once a courier confirms delivery to the address provided, liability for loss or theft transfers to the customer.

8. INCORRECT ADDRESS & FAILED DELIVERY

Customers are fully responsible for providing accurate delivery information.

If an order is returned due to:

  • Incorrect address

  • Multiple failed delivery attempts

  • Delivery refusal

The customer is responsible for re-shipping costs. Original shipping fees are non-refundable.

9. DAMAGED ITEMS DURING TRANSIT

Damage claims must be submitted within 48 hours of delivery with:

  • Clear photographic evidence

  • Description of the damage

Approved claims may result in a replacement or refund at our discretion.

10. SHIPPING RESTRICTIONS – HEALTH & BEAUTY PRODUCTS

Certain health & beauty items may face:

  • Temperature sensitivity issues

  • Liquid transport restrictions

  • Ingredient delivery limitations

We reserve the right to cancel and fully refund any order that cannot be legally or safely shipped.

11. UK CONSUMER RIGHTS

This policy does not affect your statutory rights under:

  • Consumer Rights Act 2015

  • Consumer Contracts Regulations 2013

Customers have the right to cancel eligible orders within 14 days after delivery, subject to hygiene and safety exemptions in our Returns Policy.

12. COMPANY CONTACT INFORMATION

Legal Name: Frostoni Ltd
Registered Address: 71-75 Selton Street, Covent Garden, London WC2H 9JQ
Email: info@frostoni.com