Returns

Standard Royal Mail UK 1st Class Post (untracked) is FREE. 
 

We aim to despatch orders the same day, though during busy periods, it may take an extra day or so to despatch your order.

Royal Mail 1st Class Post is not a guaranteed next day service, though most orders do arrive within a couple of days. However, please allow 10 working days for delivery (this is a time limit imposed by Royal Mail, not ourselves).

Please note that orders can be sent to all postcodes in the UK 
(which includes Northern Ireland). This is an untracked service, and we can not provide tracking numbers for orders sent by this service.

For large, heavy or high value orders we reserve the right to upgrade delivery from 1st Class Post to an insured next-working-day courier service at no extra cost.

We do not, currently, sell to overseas addresses.

We are happy to accept returns up to 28 days after receipt. We will arrange for a full refund of the cost of the goods, providing the items are unused and in a saleable condition.

When returning any items back to us, please pack your items in appropriate packaging and, if possible, include your original invoice or a note with your name, address including postcode and telephone number, stating whether you would like a refund or an exchange for the item you are returning.

If you would like an exchange, please let us know which item you would like to have in place of the item you are sending back.

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You will also be liable for the costs of returning the goods to us

Please post your parcel to the following address:

Frozen Fire
26 Bidwell Gardens
London N11 2AX

If you have asked for an exchange, we will despatch the replacement item that you have requested upon receipt of the original order (again, providing that the returned item is unused  and in a saleable condition). 

Faulty/Damaged Items

If you experience any problems with any of our products, faulty or damaged, we will need to be contacted by email to start the returns process, and we may ask for photos of the items in question as we may need to contact one of our suppliers regarding the issue.

Once we have deemed the item as faulty, we will either offer you a replacement or a refund and we may request you to return the item/s to us. We will provide you with a freepost returns address.