Shipping policy

Shipping Policy

Last updated: 1 September 2026

This Shipping Policy applies to orders placed with FROZN LTD (“FROZN”, “we”, “us”, “our”) through frozn.co.uk.

FROZN LTD is registered in England and Wales under company number 16896246.

Email: hello@frozn.co.uk

Please also read our:

Terms & Conditions
Returns & Refunds Policy
Privacy Policy
Allergens & Food Information

1. Frozen delivery

FROZN products are frozen food products and require temperature-controlled handling.

Orders are stored frozen until they are picked and packed for dispatch by our fulfilment partner.

FROZN has evaluated and tested different frozen-delivery packaging suppliers, insulation systems, cooling methods and packing configurations in order to select a safe and practical system for delivering FROZN products.

Our frozen-delivery system is designed to maintain the product in an appropriate frozen condition throughout the expected delivery window.

Depending on the order, season, delivery route and our current validated packing method, we may use insulated packaging, frozen coolant products and other appropriate temperature-control materials.

2. Delivery service

Our standard delivery service is currently DPD Next Day.

This means that, under normal circumstances, the parcel is expected to be delivered on the next working day after it has been dispatched, rather than the next working day after you place your order.

For example:

Order dispatched Tuesday → expected delivery Wednesday.

Delivery dates and times shown by FROZN or the courier are estimates unless we expressly agree otherwise.

Courier delays can occasionally occur because of circumstances such as:

weather
road or transport disruption
high parcel volumes
operational disruption
depot delays
address or access issues
other circumstances outside our reasonable control

Because FROZN sells frozen food, we select delivery services with the expected transit time in mind.

3. We may change courier or delivery method

Although we currently normally use DPD Next Day, FROZN is not tied to one courier or delivery service.

We reserve the right to use another courier, delivery partner or service where we consider this appropriate for:

food safety
service availability
reliability
delivery location
operational requirements
courier disruption
customer experience

We may also change the insulation, coolant, outer packaging or other delivery configuration as our testing, suppliers and operating methods develop.

Any alternative system we use will be selected with the aim of maintaining appropriate frozen-delivery conditions and delivering the product safely.

Changing courier or packaging method does not affect your statutory consumer rights.

4. Where we deliver

Delivery is available only to addresses and postcodes accepted by our checkout.

Some locations may be unavailable for frozen delivery or may require a different delivery service because of:

courier coverage
transit time
geographical location
frozen-delivery suitability

If we are unable to safely or reasonably deliver to your address after you place an order, we will contact you.

Where we are unable to fulfil the order, any refund due will be handled in accordance with our Returns & Refunds Policy.

5. Delivery charges

Any delivery charge will be clearly shown before you place your order.

Your checkout will show:

product total + applicable delivery charge − applicable discounts = total amount payable

Delivery prices and free-delivery thresholds may change from time to time.

Changes will not affect an order that has already been placed.

6. Preorders and first-batch fulfilment

Where a product is being sold as a preorder, the expected fulfilment timing will be clearly communicated before you place your order.

For FROZN's first production batch, we currently expect dispatch to begin from 6 October 2026.

Orders will be processed by our fulfilment partner once the first batch has been received, checked and made available for fulfilment.

We currently expect the first wave of orders to be processed within approximately 1–2 working days once fulfilment begins, although launch demand or operational circumstances may mean some orders take longer.

You will receive tracking information when your individual order has been dispatched.

The preorder cancellation rules are separate from shipping timing and are explained in our Returns & Refunds Policy.

7. Order processing

Once stock is available, orders are passed through our fulfilment process for:

picking → frozen packing → courier labelling → dispatch

Frozen orders may be dispatched only on days that allow us to use an appropriate delivery service and transit window.

For that reason, an order may not necessarily leave our fulfilment centre immediately after it becomes available for processing.

We may hold an order until the next suitable frozen-delivery dispatch window where we reasonably believe this is the safer or more appropriate option.

8. Tracking

Tracking will be provided for dispatched customer orders.

Once your parcel has been prepared for dispatch, you will normally receive tracking information by email and/or through the courier's notification service.

Tracking allows you to follow the parcel and see the courier's current delivery estimate.

Please monitor your tracking once your order has been dispatched, particularly because your parcel contains frozen food.

Courier tracking information is provided by the courier and may occasionally change after dispatch.

9. Receiving your frozen order

Please make arrangements to receive or retrieve your FROZN order promptly on the expected delivery day.

Once received:

bring the parcel inside as soon as possible
open the outer delivery packaging
place the FROZN pouches into a freezer promptly
follow all storage and reheating instructions on the product packaging

If you know you will not be available to receive your order, we strongly recommend using the courier’s delivery-management options to nominate a suitable safe place or trusted neighbour, where available.

Because FROZN contains frozen food, we recommend avoiding options that delay the parcel to a later delivery day or cause it to be held at a courier depot unnecessarily. A safe-place or neighbour delivery on the expected delivery day is generally preferable to delaying a frozen-food parcel.

Please choose any safe place carefully and make sure the parcel can be retrieved promptly after delivery.

10. Safe-place, neighbour and delivery instructions

Where the courier allows you to provide:

safe-place instructions
neighbour instructions
collection-point instructions
access codes
other delivery preferences

Please make sure those instructions are suitable for a frozen food delivery.

If you specifically ask the courier to leave your parcel somewhere, you should retrieve it as quickly as possible after delivery.

FROZN cannot guarantee the temperature conditions of a location selected by the customer after the courier has delivered the parcel there.

Nothing in this section removes rights you have under applicable consumer law.

11. Correct delivery information

You are responsible for checking that the delivery information entered at checkout is complete and accurate.

This includes:

recipient name
delivery address
postcode
flat/building information
relevant access instructions
contact details

If you notice an error, contact us at hello@frozn.co.uk as quickly as possible.

We will try to amend the order where possible, but once an order has entered fulfilment or been dispatched, we may not be able to change the address.

We are not responsible for deterioration caused solely by incorrect or incomplete delivery information supplied by the customer, to the extent permitted by law.

12. Missed or failed deliveries

Because FROZN contains frozen food, successful first-time delivery is important.

If a delivery attempt is unsuccessful, the courier may:

attempt redelivery
redirect the parcel
take it to a collection point
follow delivery instructions previously provided

The available options depend on the courier.

Please monitor tracking and retrieve the parcel as quickly as possible.

If you believe a failed or delayed delivery may have affected the condition of your FROZN products, contact us before consuming them.

13. Delivery delays

A next-day courier service does not mean that delivery can never be delayed.

If tracking shows a significant delay, continue to monitor the parcel and contact us if you are concerned about the condition of the frozen products.

A courier delay does not automatically mean the product is unsafe. The condition of the product and the circumstances of the delay need to be considered.

However, if the product arrives thawed, unusually warm, damaged or in a condition that concerns you, do not consume it while the issue is being investigated.

Food businesses are responsible for delivering food in a way that ensures it does not become unsafe or unfit to eat.

14. If your order arrives thawed, damaged or in poor condition

Please contact us as soon as reasonably possible at:

hello@frozn.co.uk

Ideally contact us within 24 hours of delivery, as this helps us investigate what happened while courier and tracking information is still available.

Please include where possible:

order number
description of the issue
photographs of the products
photographs of the outer box
photographs of the insulated packaging
photographs of any coolant materials
photographs of the shipping label

Do not dispose of the packaging immediately if there is a delivery-condition problem, as we may need photographs or information from it.

If you believe the food may be unsafe, do not eat it or refreeze it while waiting for us to respond.

We will investigate and provide an appropriate remedy where required.

Your statutory rights are not affected.

A note about coolant and condensation

During transit, the coolant inside your parcel may soften or defrost and you may notice some condensation on the FROZN pouches or inside the packaging. This does not necessarily mean that the food itself has thawed.

Please check the product itself, rather than judging its condition only by the coolant or condensation.

If the patties inside the sealed pouch still feel hard and frozen, place the pouches into your freezer promptly.

If the product feels soft, appears to have started thawing, has liquid present, feels unusually warm, or you are unsure about its condition, please do not refreeze or consume it. Contact us at hello@frozn.co.uk as soon as possible and keep the product and delivery packaging while we investigate.

Where possible, please send photographs of the product, packaging and coolant materials with your order number.

15. Changes to dispatch dates or preorder timing

Production, food-safety testing, stock transport and fulfilment are interconnected parts of our frozen supply chain.

Occasionally, circumstances may mean that an expected dispatch date needs to change.

If a change is likely to materially affect the fulfilment timing communicated when you ordered, we will contact you using the email address provided with your order.

Where applicable, your rights if we cannot deliver within the agreed period remain unaffected.

UK consumer rules generally require goods to be delivered within 30 days unless a different timeframe has been agreed with the customer. Because FROZN preorders specify a later fulfilment period before purchase, that agreed preorder timing forms part of the order information.

16. Responsibility during delivery

FROZN arranges the courier used to deliver your order.

Your products remain subject to your statutory consumer protections while they are being delivered.

Nothing in this Shipping Policy transfers courier-related legal responsibility to you where the law places that responsibility on FROZN.

17. Our frozen-delivery controls

FROZN's delivery process forms part of our food-safety management system.

Our current operating controls include:

frozen storage before fulfilment
temperature-conscious picking and packing
insulated frozen-delivery packaging
appropriate frozen coolant
rapid courier delivery
monitoring and investigation of delivery problems

The precise materials, quantities and packing configuration are operational matters and may change as FROZN continues testing and improving the system.

18. Refunds and replacements

Shipping-related refunds, replacements and other remedies are governed by our Returns & Refunds Policy.

Nothing in this policy limits your statutory rights where goods are:

faulty
unsafe
damaged
not as described
incorrect
or otherwise not supplied as required by law

19. Contact us

For delivery questions or problems with an order:

FROZN LTD
Company number: 16896246

71–75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ