Customer Help

Giant Freeze currently ships via our website to the UK and EU, as well as Albania, Bosnia & Herzegovina, North Macedonia, Norway, Serbia, Switzerland, and Türkiye, with DHL Express shipping rates calculated at checkout.

Giant Freeze also ships to the following countries via sea freight: Armenia, Bahrain, Cyprus, Egypt, Georgia, Gibraltar, Guernsey, Iceland, Israel, Jersey, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, Lebanon, Malta, Moldova, Montenegro, Oman, Qatar, San Marino, Saudi Arabia, and the United Arab Emirates.

For sea freight, please select the "sea freight shipping" option under both shipping method and payment method at checkout.

All orders will arrive in approximately 3 to 5 business days when shipped via DHL Express.

In the event that your order doesn’t arrive in this time frame, please contact us.

No. Giant Freeze is not VAT registered, so we do not charge sales tax separately.

Any applicable sales taxes are included in the final sale price shown on our website.

All orders are shipped using Delivery Duty Paid (DDP) terms with additional duties and taxes calculated at checkout.

You do not need to set up an account to place an order.

However, creating an account makes the checkout process faster (and easier).

Also, if you create an account it allows you to store your shipping information and see order history.

You can create an account by simply clicking on the person icon on desktop or the "account" button in the menu on mobile.

This allows you to review all orders made and to store your shipping address and billing information for future purchases.

Any information entered into a payment processor such as PayPal, Klarna and Shop Pay will be stored separately on their platform.

We are only be able to view order-related information such as contact info, billing details and shipping address.

If you’ve entered an incorrect shipping address, simply use your DHL Express tracking number (sent to you via email) to update the delivery address.

If you fail to do this and the item arrives at the address you entered, we will not be able to help you.

Giant Freeze will provide you with a tracking number via email which you can use to track your order through the DHL Express app or website.

To change the address - click on the tracking number provided to you via email which when entered on the DHL tracking page gives you options to change the delivery address and date.

We do not allow orders to be cancelled after they have been collected by DHL Express.

You will need to wait until the item has arrived, reach out to our sales team and we will arrange for a return. You will need to pay the return shipping fee.

If you have ordered multiple items, in most cases they will come in separate packages.

If items are in stock and are in the same warehouse, they will be shipped out at the same time.

Sometimes, different packages from the same order shipped out at the same time may take slightly longer to arrive if caught up in customs.

Yes, Giant Freeze allows pre-order for items that are awaiting stock or have just been introduced.

We 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.