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Furniture and BBQ Orders, Deliveries & Returns

IMPORTANT UPDATE

In order to protect our customers and drivers, all deliveries will be contactless for the foreseeable future.

Please note, our Customer Service team are currently only available Monday-Friday, 8am-4pm.

What does this mean?

To protect our customers and our drivers we need to make sure there is no contact between them in the delivery process.

  1. Drivers will ask you to remain inside your home during the delivery process
  1. Drivers will not enter your homes to deliver. We will take furniture through a garage, or around the house to the garden but if access to gardens is unavailable, without setting foot inside a home (excl garage) we will deliver the items to the driveway.
     
  2. We will continue to take away the packaging, unless of course you would prefer us to leave it in tact

    A signature will NOT be required during this process. Thank you for your cooperation during this time.

 

ORDER PROCESSING AND TRACKING

Once payment has been processed you will receive a confirmation e-mail with a summary of the transaction which will include your order reference, items ordered, the delivery address and other contact details, plus the total amount paid. You will also be advised of your delivery timescale and information about the delivery process. 

DELIVERY COSTS

LOCAL POSTCODES - 

AL, CB, HP, LU, MK, NN, OX, PE, RG, SG, SL

 

NATIONAL DELIVERY - 

If your postcode does not appear in the 'Local' list, it will be considered a 'Nationwide' delivery.

Unfortunately we are unable to deliver to UK Highlands, Offshore Islands, Northern Ireland or Channel Islands at this time.
 

LOCAL DELIVERY - 

  •  WHEN SHOULD I EXPECT MY DELIVERY?
  • If your item is in stock we will aim to contact you within 3 - 5 working days to arrange a convenient delivery date
  • We aim to arrange delivery within 7 - 10 working days from the initial point of contact.
    (This may increase during peak trading times and new delivery estimates will be posted on the website)
  • WHAT HAPPENS ON THE DAY OF DELIVERY?
  • The evening before - we will text you details of your 2 hour delivery window for the following day
  • On the day – we will call you when we are approximately 30 minutes away
  • ANYTHING ELSE I NEED TO KNOW?
  • We use both our own fleet of delivery vehicles and occasionally our carefully selected and trusted delivery partner
  • Our trained delivery drivers will aim to position the furniture or BBQ in the room or location of your choice
  • We will even take away the packaging, but please be aware we will NOT assemble your goods
     

NATIONAL DELIVERY -

  • WHEN SHOULD I EXPECT MY DELIVERY?
  • If your item is in stock our delivery partner will aim to contact you within 7-10 working days to arrange a convenient delivery date.
  • We aim to arrange delivery within  7-21 working days from the initial point of contact.
    (This may increase during peak trading times and new delivery estimates will be posted on the website)
  • ANYTHING ELSE I NEED TO KNOW?
  • Please note our delivery partner only delivers between Monday and Friday, excluding bank holidays
  • Please be aware that we will NOT assemble your goods
  • All deliveries need to be signed for by someone over the age of eighteen, any damage to packaging needs to be noted on the delivery note

 

DELIVERY DIRECT FROM THE SUPPLIER -

Some items are delivered directly from a supplier using their preferred delivery method – usually a courier, or occasionally their own delivery team. The supplier will contact you directly and will give you a delivery estimate accordingly.

CANCELLING AN ORDER - 

Should you wish to cancel an order, please email furnitureorders@frostsgroup.com or call our customer services team on 01908 583511 to arrange. We do ask, if you have already been advised of a delivery date, that you contact us AT LEAST one working day prior. If the item has already been dispatched then you have 14 days to contact us to arrange its collection. We reserve the right to charge you for collection of unwanted items. Collection costs will be based on your postcode and advised by customer services.

RETURNS / EXCHANGES -

DAMAGED ITEMS – although we try to ensure our packaging protects your goods throughout their journey, there are rare occasions when items may become damaged in transit. We do ask that you check you have the correct items and look for signs of damage prior to signing for the goods. Please note any concerns on the delivery note before the driver leaves. All collection costs will be met by Frosts when an item is damaged or incorrectly delivered ONLY if this is noted on the delivery note at the time of delivery.

CHANGE OF HEART – if you simply change your mind about your items then please contact our customer services team on 01908 583511 or email us at furnitureorders@frostsgroup.com within 14 days of receipt to request collection. We will only accept returns that are unused, in the original packaging (unless we have taken it away for you) and in a re-saleable condition. We will unfortunately have to charge you for collection. The collection costs are based on your postcode and will be advised by customer services. We reserve the right to refund you the item’s original purchase price minus 20% should we find the item is not in the same condition as sold.

REFUNDS -

Once goods have been returned refunds will be given via the original method of payment and at the same price as the original sale (including any discounts/special offer reductions). Refunds will be processed within 2 working days.

SECURITY - 

Online security is very important to us and you can be confident you are shopping in a safe and secure environment please see our Privacy Policy for more information.