Frequently asked questions
Everything you need to know about ordering, delivery, returns and using your freezeframe.
Shipping
How much is shipping?
Shipping is free on all UK orders.
Do you ship internationally?
Currently we only ship within the UK.
Can I track my order?
Yes. Tracking is provided on every order. Once your order has been dispatched we'll email you a tracking number so you can follow your delivery. If the email hasn't arrived, please check your junk or spam folder before contacting Customer Care.
My tracking hasn't updated. What should I do?
Tracking can take time to update between scans. If your parcel is still within the expected delivery window, please allow a little longer for the next update. If it hasn't updated for an extended period, email us at customercare@freeze-frame.uk with your order number and tracking number and we'll look into it.
Returns and our guarantee
What is the 30 day money back guarantee?
We're confident you'll love freezeframe, so every order is covered by a risk-free guarantee. If you're dissatisfied with your purchase, and you've used the product in accordance with the instructions, you can request a refund within 30 days of the order date on your packing slip.
How do I request a refund?
Email customercare@freeze-frame.uk with the reason you're dissatisfied, and we'll issue you a Reference Number. Returns can't be accepted without a Reference Number, or without the purchased items.
We recommend sending your return by express or registered post, as freezeframe isn't liable for packages lost in transit.
Can I return a product I've already opened?
Yes. The guarantee is designed for exactly that, because you can't know how a product works for your skin without using it. Just make sure you've used it as instructed, and return the item with your Reference Number.
When will I receive my refund?
Refunds are processed to your original payment method within 7–10 business days of your returned items being received. Shipping and handling fees are not refundable.
I bought freezeframe from another retailer. Can I return it to you?
We can only accept returns for products originally purchased on freeze-frame.uk. For anything bought from another retailer, please contact them directly about your return.
Ordering and payment
What payment methods can I use?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. You can also pay in instalments, with the option shown at checkout.
Do you sell gift cards?
Do you offer bundles?
Yes. Our Bundle & Save range pairs products that work well together at a saving on buying them separately.
Products and results
I'm new to freezeframe. Where should I start?
The easiest way in is to shop by the concern you want to work on rather than by product. Browse minimise wrinkles, puffiness and under-eye brightening, eye bags and crow's feet, or pigmentation and dark spots.
Where are freezeframe products made?
freezeframe is an Australian made range, founder-led and female-owned.
How do I know my product is authentic?
We've been known to inspire copycats. To be certain you're buying genuine freezeframe, order directly from freeze-frame.uk or from one of our authorised stockists.
What does "injection free" mean?
Our Injection Free range is formulated for people looking to target lines, volume and firmness with topical skincare rather than clinical procedures. These are cosmetic products applied to the skin, not a medical treatment.
Rewards and contact
How does the rewards programme work?
You can earn points on purchases and redeem them against future orders. Open the rewards panel to see your points and what they're worth.
Still need help?
Email customercare@freeze-frame.uk or use our contact form and we'll get back to you.
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