Customer Help
Orders and Shipping
View our full shipping policy here.
Orders arrive in up to 3 days in the UK and up to 14 days in Europe via DHL Express. In the event that your order doesn’t arrive in this timeframe, please contact us at sales@giantfreeze.com.
Note: for some products there is a lead time for shipping times/manufacturing. If this is the case, it will be shown in the FAQs section of the product page.
You can create an account by simply clicking on “my account”. This allows you to review all orders made and to store your shipping address and billing information for future purchases.
Contact our sales team using the contact page immediately so we can cancel the order before it is shipped out. (You will need to provide the order number). If you fail to do this and the item arrives at the address you entered, we will not be able to help you.
In the event that you entered an incorrect shipping address, please contact our sales team as soon as you have entered your address incorrectly.
In the event that you don’t do this within 12 hours of placing the order, we will not be able to do anything about this.
It is mandatory that you verify your shipping information before placing an order.
We will provide you with a tracking number via email which you can use to track your order through our DHL Express.
If you create an account, all information entered will be stored. This includes billing details and shipping address. Likewise, any information entered into a payment processor such as Stripe and PayPal will be stored separately on their platform.
Taxes will be calculated at the checkout, and this will depend on your location. Any additional customs duties or import duties/taxes will be the responsibility of the client. In most cases, all of these are calculated at the time of checkout. At the time of writing, we are not VAT registered.
We sell worldwide and ship worldwide via DHL Express Worldwide & Economy Select. However, our website is not setup to sell to certain countries outside of Europe so if you wish to order, please email sales@giantfreeze.com and we will get you a quote within 24 hours to 48 hours (depending on response time from our shipping partners).
Note: Some products like air conditioners cannot be shipped to certain locations like Malta and Cyprus as these cannot be sent by air.
If you require specialist delivery, please let us know via email and we will get you a personalised shipping quote.
If you have ordered multiple items, they will come in multiple packages.
We process all orders on a “per order” basis meaning that all items for each order are shipped out at the same time.
Returns and Exchanges
View our full refund and exchanges policy here.
Our returns and exchanges policy lasts for 30 days. If you are unhappy with the item and want a return, we will accept a return as long as its unopened and you will need to pay a return fee.
For more info, please see our returns policy.
In the unlikely event that you received the wrong item, please notify our sales team. Please include your order number, and full details of the item you have received including a picture for reference. We will then get in touch with our suppliers to send a replacement item as well as organise for the wrong item to be collected.
In the unlikely event that you have received a damaged item, please notify our sales team. Please include your order number, and full details of the damaged item, as well as a picture for reference. We will then get in touch with our suppliers to send a replacement item as well as organise for the damaged item to be collected.
If you need to return an item, simply contact us and we will email you back with instructions on where to send the return ONCE it has been authorized. However, we will not issue a refund if the product you are returning arrives in packaging that has been opened, damaged or broken.
If you need customer support, you can contact our sales team and we will get back to you within 24-48 hours.
We do not allow for shipping addresses to be changed once an order has been placed. It is mandatory that you check your shipping information before placing an order.
In the event that you need to change or cancel an order after it has been submitted, please email sales@giantfreeze.com
We do not allow customers to change or cancel orders after they have been collected by DHL Express.
Yes, we allow pre-order for items that are sold out. In the event that an item is out of stock or has just been introduced and is awaiting stock, we will still allow you to purchase the item but will inform you of the expected delivery date. In the event that a product is discontinued, we will either offer you a refund or a replacement product.