We want every Frimley order to arrive as expected. If there is a problem with your order, please let us know and we will review it promptly.
Orders may be cancelled before preparation has started. Once an order has entered preparation, cancellation may no longer be possible.
If you need to cancel an order, please contact Frimley as soon as possible using the contact details provided on our website.
If your order contains an incorrect item or an item is missing, please contact us as soon as reasonably possible after receiving your order.
Where appropriate, we may arrange for the missing or incorrect item to be replaced, or provide a refund for the affected item.
If you are unhappy with the quality of an item, please contact us promptly after receiving your order and explain the issue.
We may ask for relevant details about the order so that we can review the matter and determine the appropriate resolution.
A refund may be considered where an order has been incorrectly prepared, contains a missing item, or there is another issue that materially affects the order received.
Refunds are considered on a case-by-case basis using the details available to us regarding the order.
Once a refund has been approved, Frimley will process the refund to the original payment method used for the order.
After processing, the time for the funds to appear in your account can depend on your bank or payment provider.
If your order has not arrived within the expected delivery period, please contact Frimley so that we can review the order and delivery details.
Where a delivery issue is confirmed, we will consider the appropriate resolution based on the circumstances of the order.
Customers are responsible for providing accurate delivery information and a suitable contact number when placing an order.
Where an order cannot be completed because the information supplied is incorrect or incomplete, any refund will be considered based on the circumstances.
If you have a question about an order or would like to request a refund review, please contact Frimley with your order details.
