Shipping policy

At Frostella, we prepare and ship our buttercream with the utmost care to ensure it reaches you in perfect condition. Because our products are perishable, we only ship using Royal Mail Tracked 24 (Next Day, 24 hours). This ensures that your order arrives as quickly and safely as possible.

Shipping details
• Orders are dispatched Monday–Thursday to avoid weekend delays.
• We cannot offer slower or alternative shipping methods, as our buttercream must arrive within 24 hours to remain safe and fresh.
• You will receive tracking details once your parcel has been dispatched.

Delivery and responsibility
• Once Royal Mail marks your parcel as “Delivered” in their tracking system, responsibility for the parcel passes to you.
• We are not responsible for parcels that are stolen, misplaced, or removed from your doorstep, porch, garden, bin store, shed, safe place, neighbour’s address, or any other delivery location recorded by Royal Mail.
• We are not responsible if a parcel is left at a safe place or with a neighbour at your instruction (or based on preferences you have set up directly with Royal Mail).
• It is your responsibility to ensure someone is available to accept the parcel at the delivery address.

Storage and product safety
• As soon as your buttercream arrives, you must bring it inside promptly and store it according to our instructions (for example, refrigerate immediately if required).
• We cannot be held responsible for products that spoil or become unsafe because they were left outside, not collected on time, or not stored correctly after delivery.
• We also cannot be responsible for products consumed after their stated use-by date.

Missed deliveries
• If Royal Mail attempts delivery and you are not available, it is your responsibility to arrange redelivery or collection as soon as possible. We cannot guarantee product quality if delivery is delayed due to missed delivery attempts.

Delays in transit
• While we always dispatch on time, occasional courier delays may occur outside of our control. If your parcel arrives late and the product has spoiled, please contact us with photos and order details within 24 hours, and we will do our best to resolve the issue.

International shipping
• At this time, we only ship within the UK. Due to the perishable nature of our buttercream, we cannot send orders internationally.

Contact
For any shipping questions, please email info@frostella.co.