Our Policy
Return & Replacement Policy
Because every Frosted piece is handmade with care, here's what you should know.
Handmade & Custom Products
Handmade and customised products are created specifically for the customer. Because of this, they may not be eligible for return simply because the customer changes their mind.
Damaged or Defective Products
If your order arrives damaged or has a genuine product issue, please contact Frosted Cases as soon as possible. To help us review the situation, please provide:
• Your order number
• Photos of the product
• Photos of the packaging
• A short description of the issue
The issue will be reviewed before a replacement or other resolution is offered.
Wrong Product
If you receive a product different from what you ordered, please contact Frosted Cases promptly with your order details and photographs so we can look into it.
Custom Design Approval
For custom orders, please carefully review the agreed design details before production begins. Once production has started, changes may not be possible.
What Is Not Covered
- Damage caused by dropping or rough handling
- Normal wear and tear
- Damage caused by water, heat or harsh chemicals
- Damage caused by improper use
- Changes of mind after a custom product has been made
"Small variations in texture, colour, placement and decoration can occur because each piece is handmade. These variations are part of the character of a Frosted piece and are not automatically considered defects."
Need Help With an Order?
If something isn't right with your order, please contact us with your order details and photographs so we can review the situation.