Frequently Asked Questions

How do I make a purchase?
Go to frostlyofficial.com, choose the product, click "Add to cart" or "Buy now", and complete payment at our secure checkout.

Do you have a physical store?
No. We sell exclusively online through frostlyofficial.com.

Do you ship to my country?
Yes. We ship to most countries and worldwide. You'll see the available shipping options at checkout based on your address.

How long does delivery take?

  • Processing: 1–3 business days from payment confirmation.
  • Estimated delivery: 5–12 business days (depending on destination and logistics provider). You'll receive a tracking code by email once your order is dispatched.

What payment methods do you accept?
We accept credit/debit cards (Visa, Mastercard, Amex), PayPal, and Shop Pay. On some devices you'll also see Apple Pay or Google Pay.

Can I pay in cash or on delivery?
Not at this time. All payments are made online using the methods above.

Can I change my order or address?
We can edit or cancel an order only before it is processed. If you need to update an address or items, contact us as soon as possible at contact@frostlyofficial.com. Once dispatched, it cannot be modified.

Can I add more items to an order?
For operational efficiency, we don't add items to orders already created. Please place a new order with the additional products.

Where do the products come from?
We work with logistics centers in different countries (USA, Europe, and Asia). We ship from the most efficient warehouse based on your location and availability.

I only received part of my order — is that normal?
Yes, it can happen. If an order includes products from different warehouses, we may ship them in separate packages. You'll receive tracking codes for each shipment.

What is the returns and exchanges policy?
You have 7 days from delivery for returns by withdrawal and 30 days for manufacturing defects. Items must be unused and in their original packaging. After inspection, we issue the refund to the original payment method (shipping costs are non-refundable when the product is correct). To start the process, write to contact@frostlyofficial.com.

What do I do if my delivery is delayed?
Check the status with your tracking code. If more days pass than the estimated 5–12 business days, contact us and we'll follow up with the carrier.

Still need help?
Our team is ready to help you. Write to us at contact@frostlyofficial.com with your order number and the buyer's full name.