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Furniture and BBQ Orders, Deliveries & Returns

DELIVERY COSTS

Local Delivery*

Within 30 mile radius from any Frosts Garden Centre

  • £25 Delivery
  • Free Delivery over £500

Nationwide Delivery*

  • £100 Delivery

*Please note delivery prices on some larger sets may differ from the above, the price will be quoted at checkout based on your postcode

OUR LOCAL DELIVERY POSTCODES: 

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

NATIONWIDE DELIVERY POSTCODES: 

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.

 

DELIVERY TIMESCALES

Gift Cards

  • Orders will be posted out via recorded delivery. Please allow between 3-5 working days

Furniture Deliveries

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 and our delivery partner only delivers between Monday and Friday, excluding bank holidays? Is this correct still?

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

For smaller items 

  • Your item will be sent out via DHL, please allow 3-5 days for delivery
  • On despatch you will receive a text from DHL so that you can amend your delivery date if you wish

Click and Collect

  • We will email you when your order is ready for collection, please do not visit the centre until you have received this email, we aim for your order to be ready within 24 hours
  • Please bring your order confirmation with you for collection

 

ANYTHING ELSE I NEED TO KNOW?

  • We will even take away the packaging, but please be aware we will NOT assemble your goods 

 

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.

 

CONTACTLESS DELIVERIES

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

Please contact our Customer Experience team between Monday-Sunday if you have any queries.

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.

  • Drivers will ask you to remain inside your home during the delivery process.
  • 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 (excluding garage) we will deliver the items to the driveway.
  • We will continue to take away the packaging, unless of course you would prefer us to leave it intact
  • A signature will NOT be required during this process. Thank you for your cooperation during this time.

 

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.

 

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.