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Questions and Answers

HOW DO I MAKE A PURCHASE?

You can make a purchase by clicking on a product of your choice, selecting your size and quantity, and then click ADD TO BAG. MY BAG is located on the top right of your browser. MY BAG will update with the number of products you click to purchase.

When you have finished browsing and are ready to Checkout, click on MY BAG and then click on the CHECKOUT button located at the bottom of the drop-down. You will be taken to MY BAG, which is a comprehensive listing of your selected products, and the estimated total of your order. If you are happy with your selection, click on PROCEED TO CHECKOUT.

On the CHECKOUT page, you will be required to fill in your shipping and billing information and select your Shipping and Payment options, simply click on CHECKOUT to finalize your Flame/Frost purchase.

If you encounter a problem, please do not hesitate to contact the Flame/Frost Customer Care Team. You can contact us during business hours Monday- Friday from 9 am to 6:00 pm by email at hello@flamefrost.co.uk.

HOW DO I FIND MY SIZE?

Flame/Frost has a detailed size guide listed alongside each product which includes  European sizing. There are also detailed fit notes alongside each product from our Flame/Frost team. Of course, if you are unsure, please do not hesitate to contact the Flame/Frost Customer Care Team. You can contact us during business hours Monday- Friday from 9 am to 6:00 pm by email at hello@flamefrost.co.uk.

WHAT PAYMENT METHODS DOES FLAME/FROST ACCEPT?

Flame/Frost accepts Visa and Master Card

IS IT SAFE TO ORDER FROM YOUR ONLINE STORE?

Definitely. We do not store any credit card details nor do we share any personal information with any third party.

HOW DO I RETURN OR EXCHANGE AN ITEM?

We want to ensure you are completely satisfied with your Flame/Frost purchase. If for any reason you would like to return your items you may do so within 28 days. Please note there are no refunds or exchanges on sale items. A Returns Merchandise Authorisation (RMA) number must be requested within 14 days of receiving your order. You will then have a further 14 days to return unsuitable items.

Please request a Returns Merchandise Authorisation (RMA) number within 14 days of receiving your order. Your returned items must be received by Mode Sportif within 14 days of receiving your RMA number.

A Returns Merchandise Authorisation (RMA) number can be requested online. Flame/Frost Customer Care Team. You can contact us during business hours Monday- Friday from 9 am to 6:00 pm by email at hello@flamefrost.co.uk.

You will be sent an email containing your RMA.

All items must be returned in the original Flame/Frost packaging provided, including the shipping carton, along with the RMA number, original receipt and completed return form provided.

Please send your items to Flame/Frost using the shipping label provided. It is your responsibility to obtain proof that the goods have been returned, and to return the goods by registered post or by other such means or carrier of your choice, which gives proof of posting and delivery. The cost of returning goods shall be borne by you.

Flame/Frost will issue a refund to the original card used for purchase within 10 business days of receipt of a return. This refund will include the full value of the items returned, including the relevant taxes, but excluding shipping or return delivery costs.

If you require assistance with a return or exchange please contact our Flame/Frost Customer Care Team. You can contact us during business hours Monday- Friday from 9 am to 6:00 pm by email at hello@flamefrost.co.uk.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Flame/Frost will issue a refund to the original card used for purchase within 10 business days of receipt of a return. This refund will include the full value of the items returned, including the relevant taxes, but excluding shipping or return delivery costs.

WHAT IF I WANT TO CHANGE OR CANCEL MY ORDER? 

Please note that once an order is placed, it cannot be changed or canceled. Once orders are placed they are sent through the warehouse for packing, and once an order reaches the warehouse, we are unable to cancel it. Should you no longer want your purchase after placing the order, you will need to submit a return request and send the unwanted items back once the items have been received. Flame/Frost cannot be held liable for the reimbursement of any shipping costs for change of mind purchases or due to the submission of incorrect shipping details when placing your order. Please ensure you check all shipping details carefully before submitting your order.

DO YOU OFFER GIFT CARDS?

Sorry, for now, we don’t offer gift cards as an option.