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FAQs


Most frequently asked

  • Where is my order?

The average delivery time is about 7 to 10 working days.

 

After the products have been shipped by us we no longer have any influence on the shipping process. Unfortunately, it can happen that a shipment is delayed. We apologize for this.

 

In some cases, customs temporarily take a package to inspect it. This just happens sometimes, unfortunately, we can't change anything about this. But don't worry, if you have received confirmation your order is on its way! 


  • How can I contact your customer service?
  • Please send us an email here info@frozen-amsterdam.com. We will always try to respond within 24 hours. Don't forget to mention your order number if it concerns a question about your order!


  • I want to return my product(s). How does that work?

  • We always strive to ensure that our customers are satisfied with our products. We know we cannot please everyone but If you think that our product is not acceptable, please feel free to send us an email and we will help you address the issue and offer some resolution.


    If you prefer to return an order, we are happy to help you though we may implement restocking fees depending on the reason for return. 


    Approved Products for return can be returned within 14 working days after receipt. Just send us an email, and we'll take you through the process.


    Upon receipt of the return. It will be processed as soon as possible. When you return an order, you pay the return costs yourself. Then you will receive the total purchase amount back from us.


    You may visit our Return Policy to learn more.

    Shipping

  • How much are the shipping costs?
  • The shipping costs for the order are on our own account and are FREE unless otherwise stated upon check out.


  • Which carriers do you use?
  • We use all major carriers and local courier companies. During checkout, you will be asked to select a delivery method.


  • How long does it take to receive my order?
  • The average delivery time is 10-15 working days. Our products are shipped to you directly from the supplier. Thanks to this unique business model, we can save huge storage and transportation costs and offer the products at a lower price than the competition and take care of the shipping costs ourselves.


    Order and Pay

  • How can I order?
  • Placing an order with us is very easy. Click on the button "Add to cart" at the deal you want to buy. You will automatically be redirected to your shopping cart. Click on 'checkout,' fill in your address details, and pay safely with Sofort, Klarna, or Credit Card. It is currently not possible to order by phone or e-mail.

     

  • Can I cancel my order?
  • Cancellation is allowed 24 hours from the date of purchase. Once the time has passed, you are no longer able to cancel the order as it was already forwarded to the shipping team for sorting and processing. In the event that you need to cancel the order, please reach out to us as soon as possible. 

    Returns and Refunds Policy

    REFUNDS

    ALL SALES ARE  FINAL. We do not offer refunds / replacement except if:


    ITEMS RECEIVED ARE DEFECTIVE / DAMAGED / NOT WORKING - Our Company Strives to commit 100%  customer satisfaction. If you received a damaged product, please send us an email:  info@frozen-amsterdam.com, and we will arrange a replacement for the products received.


    ITEM NOT AS DESCRIBED - If a customer received a wrong item, or not working based on what was advertised, please send us an email and we will be happy to arrange a return or exchange of the item for you. (Please check return guidelines policy)


    ITEM NOT RECEIVED - If items were not received 35 days from the date of purchase, we consider this order as lost in transit. We are happy to issue a replacement /or partial refund depending on the status or scenario of this order issue. 

    Here are some items that apply no-refund and no return policies:

    • Clearance items
    • Digital products
    • Undergarments
    • Cosmetics/Toiletries
    • Bedding
    • Food products
    • Flowers and plants
    • Custom orders
    • Single use products
    • Merchandise marked "as is"
    • Subscription boxes

    RETURNS AND REPLACEMENT

    If you wish to return your item, please feel free to email us at info@frozen-amsterdam.com with the reason for your return and we will be happy to assist you in fixing the issue.

     

  • I have received a defective or wrong product. What do I do now?

  • The customer needs to contact the customer service first and provide at least 3-5 photos or at least 10-sec video for further investigation.


    Once our customer service completed the investigation, only then we can process a replacement if proven. If we don't see any proof of defects, we won't process any replacement. Refund requests are not allowed for this issue. 

     

  • I want to return an order; what should I do?

  • Our return address is based internationally. You need to request a return slip from our customer service and fill up the necessary information in the slip. Make sure to provide the track and trace number for us to track the item further back to our warehouse.


  • Do I need to return the entire order?

  • Yes, the entire order needs to be returned with tags, labels, and the item unused. If the item shows any usage, we will not process any refunds.


     

  • Can I replace my shoes if the size I ordered is small?

  • We can offer a replacement only if we send the wrong size by mistake. If you are not sure about your size, please make sure to check the measurement guide we posted on our page.


  • When can I get a refund after I return my item?

  • We will only process the refund once the item has already been handed over to our warehouse. Normally, it takes 7-14 days for the return depending on the logistic process. Once received at our warehouse, it would take at least 2-3 business days for the credit to be sent back to your bank.


  • My order is returned to the sender in the tracker, what is the next step?

  • Return to sender sometimes happen when:


    The customer did not claim the item - The customer should reach out to the local courier to reschedule another delivery. (Please note that you will be only given 5 working days to claim the item when you failed to claim or accept the item in their first attempt)


    Wrong Address - Customer failed to provide the correct address. This happens very often. We advise you to reach out to the local courier/post office using your local tracking number to pick up the item. 

    ORDERS OR ITEMS THAT ARE ELIGIBLE FOR RETURNS  ARE SUBJECT TO 20% RESTOCKING FEE POLICY

     

    What is the Restocking Fee Policy?

    All items that are APPROVED for returns are subject to a stock charge of 20%, which is deducted from the total purchase price. Therefore, the only amount credited instead of a full refund will be 80%. This is stated in the terms and conditions of our website.

     

    If you have placed an order and received free shipping, but return an item and are no longer eligible for free shipping, you as a customer are responsible for paying the original shipping and restocking fees.

     

    What is a reasonable restocking fee? This is a percentage of the item price depending on the item type and condition at the time of return. Our restocking fee is 20%.

     

    FOR APPROVED RETURNS with the following reasons, please check if the 20% restocking fee would apply.