Returns policy

Purchasing and refunds from the Frostick Publishing website

Please be aware that the refund terms and conditions below apply to orders placed through the website only. For items bought in person please contact us directly for more information.

Order Cancellation

A customer may cancel an order between placing the order and up to 14 days after receipt of the goods. If the cancellation happens after the goods have been despatched then a refund will be made within 14 days of receipt of the goods back at Frostick Publishing or 14 days within receiving proof of postage from the customer, whichever is the earlier. The cost of returning the goods to Frostick Publishing will be the responsibility of the customer. Please advise us of your intention to cancel. Our email address is books@frostick.co.uk.

Returning items

Frostick Publishing unconditionally guarantees items purchased through this site. If you are not completely satisfied with your purchase, you may return it to us in its original condition within 30 days of receiving your delivery or collection notification email for a refund, without needing a specific cause, although the buyer is responsible for the cost of returning the goods. However if the return is due to an error that we or our service providers have made, or a damaged/faulty item, we will gladly refund both any original delivery charge and the cost of return postage.

Specific reasons for returning goods:

DAMAGE - If you find the item is damaged upon receipt or collection please advise Frostick Publishing within 7 days and return the item to us within 30 days.

LATE DELIVERY - In the event of dispatched items being delayed or lost in the post we will offer to replace or refund:
16 days after despatch if the item was sent UK 2nd Class
12 days after despatch if the item was sent UK 1st class
24 days after despatch if the item was sent Western Europe Airmail
24 days after despatch if the item was sent USA/Canada Airmail
36 days after despatch if the item was sent Rest of the World Airmail

Courier services will only be refunded or replaced if the tracking details show that the goods have not been signed for at the correct address. If the goods are delayed through customs or the foreign shipping agent(s) Frostick Publishing will not refund or replace. Should delays occur in the delivery that are caused by our courier a discretionary refund to reflect the level of service may be provided.

Returns Procedure

All returns should be securely wrapped and sent, with the original packing slip and reason for the return, to the following address:

Frostick Publishing, 17 Meadow Close, Great Bromley, Colchester, CO7 7UG.  Items can also be returned in person by arrangement.

Please contact Frostick Publishing by email at books@frostick.co.uk before returning your item so that we expect your returned item.

Order Progress

If your order has not arrived within the quoted delivery time you can enquire into the status of your order by e-mail to books@frostick.co.uk or by telephone to (+44) (0)7722 253962.

Responsibility for Local Taxes and Duties

Value Added Tax (VAT) is not payable on books.
When we ship books for delivery outside the United Kingdom, the recipient is liable for any local taxes or import duties that may be payable. Frostick Publishing can take no responsibility for this.

Security of Site

This site uses encryption and secure (SSL) servers to help ensure the privacy of any information that you provide. Be aware that the security of information and orders transmitted via the Internet cannot be guaranteed. Any losses incurred or sustained by users who transmit information by means of e-mail or other internet link shall be borne solely and exclusively by such user and in no event shall any such losses in whole or part by borne by Frostick Publishing.

Security of Credit Card Payment Options

All our credit card payments are processed by Stripe. Please refer to https://stripe.com/gb/privacy.

Data Protection

Frostick Publishing undertake not to divulge to any third party any information concerning customers that would be in breach of the Data Protection Acts. Please refer to our Privay Policy for more information.