FAQ
Frequently Asked Questions
Last Updated: September 4, 2026
Welcome to FuzzyFreezy. Below you will find answers to common questions about our products, orders, payments, shipping, returns, refunds, and customer support.
General Questions
1. What is FuzzyFreezy?
FuzzyFreezy is an online retail store operated by FUZZYFREEZY LTD, a UK-registered company. We provide customers with products through our online store and aim to offer a straightforward and reliable shopping experience.
2. Where is FuzzyFreezy based?
FuzzyFreezy is operated by:
FuzzyFreezy
FUZZYFREEZY LTD
Company Number: 17057782
Office 17563
182-184 High Street North
East Ham, London
United Kingdom
E6 2JA
Email: support@fuzzyfreezy.shop
Phone: +44 7988 581623
Business Hours: Monday–Friday, 9:00 AM–4:00 PM GMT
3. How can I contact FuzzyFreezy?
You can contact our customer support team by email at:
You can contact us regarding products, orders, payments, shipping, returns, refunds, or any other customer-service enquiry.
Products & Orders
4. How do I place an order?
To place an order:
Select the product you would like to purchase.
Add the product to your shopping cart.
Review your products and order total.
Enter your delivery and contact information.
Select your preferred payment method.
Review your order details.
Complete your payment to submit the order.
You will receive an order confirmation after your purchase has been successfully completed.
5. Are the prices on your website accurate?
We make reasonable efforts to keep product prices and information accurate and up to date.
All prices are displayed in British Pounds Sterling (GBP £).
The applicable order total is shown during checkout before you complete your purchase.
6. Can product prices or availability change?
Yes. Product prices, availability, specifications, and promotions may change from time to time.
If a product becomes unavailable after an order has been placed, we will contact the customer and provide an appropriate resolution.
7. Can I change my order after placing it?
If you need to change your order, please contact us within 2 hours of placing your order.
We will try to accommodate the request before the order enters processing or is dispatched. Once processing or dispatch has started, changes may no longer be possible.
8. Can I cancel my order?
Please contact us as soon as possible if you wish to cancel an order.
We will try to accommodate cancellation requests before the order has been processed or dispatched. Once an order has been dispatched, the standard return procedure may apply.
Your statutory consumer rights remain unaffected.
Payment Questions
9. What payment methods do you accept?
We currently accept the following payment methods where available at checkout:
Visa
Mastercard
American Express
Discover
PayPal
Apple Pay
Google Pay
Amazon Pay
Link by Stripe
Available payment methods may vary depending on the checkout and payment provider.
10. What currency do you use?
All product prices on our website are displayed in British Pounds Sterling (GBP £).
11. Are there any hidden payment fees?
We aim to provide clear pricing throughout the purchasing process.
The applicable product price, shipping charges where applicable, and order total are displayed before you complete your purchase.
12. Is my payment information secure?
Yes. FuzzyFreezy uses secure payment processing through recognised payment providers.
Our website operates using SSL/TLS security technology to help protect information transmitted during checkout.
FuzzyFreezy does not intentionally store customers’ full credit or debit card details. Payment information is handled by the relevant payment provider according to its security requirements.
13. What happens if my payment is declined?
If a payment cannot be authorised, the order will not be completed until a successful payment is received.
You may try another available payment method or contact your payment provider if the problem continues.
14. Will I receive an order confirmation?
Yes. After a successful purchase, an order confirmation will be sent to the email address provided during checkout.
If you do not receive your confirmation, please check your spam or junk folder. You may also contact us at support@fuzzyfreezy.shop.
Shipping & Delivery
15. Where do you ship?
We currently ship orders within the United Kingdom.
16. Is shipping free?
Yes. We currently offer free standard shipping on all UK orders, with no minimum order value required.
17. How long does order processing take?
Orders placed before 4:00 PM GMT, Monday–Friday, will normally begin processing on the same business day.
Orders are typically processed and dispatched within 1–2 business days.
Orders placed after the cut-off time, on weekends, or on UK public holidays will begin processing on the next available business day.
18. How long does delivery take?
After processing and dispatch, delivery usually takes approximately 5–7 business days.
The estimated total delivery timeframe, including processing, is approximately 6–9 business days.
Delivery times are estimates and may vary due to courier operations, weather, public holidays, or other circumstances outside our reasonable control.
19. Which delivery companies do you use?
We use reputable UK delivery providers. Depending on the delivery address, parcel requirements, and operational availability, your order may be delivered by:
Royal Mail
Evri
DPD
Other reputable UK delivery providers where appropriate
20. Will I receive tracking information?
Where tracking is available, you will receive a shipping confirmation email after your order has been dispatched.
The email may contain your tracking number and a tracking link.
Please note that tracking information may take some time to become active after the parcel has been handed to the delivery provider.
21. What should I do if my order is delayed?
If your order has not arrived within the expected delivery timeframe, please contact:
Please provide your order number so we can review the shipment.
If an order remains missing 3 business days after the estimated delivery period, we will investigate the shipment with the relevant delivery provider where necessary.
22. What happens if my package cannot be delivered?
A package may be returned to us if it cannot be delivered because of an incorrect or incomplete address, refusal of delivery, or failure to collect the parcel.
If you request that a returned package be shipped again, additional delivery charges may apply where applicable.
23. What if my package is lost?
If you believe your package has been lost, please contact us as soon as possible.
We will review the shipment and, where necessary, work with the relevant delivery provider to investigate the matter.
If a shipment is confirmed as lost, we will provide an appropriate resolution, such as a replacement where available or a refund, in accordance with our applicable policies and UK consumer law.
Returns & Refunds
24. What is your return period?
Eligible products can generally be returned within 30 days of receiving your order.
Please contact us before sending an item back so that we can provide the appropriate return instructions.
25. What condition must an item be in to qualify for a return?
Returned items should generally:
Be unused and unworn.
Be in the same condition as received.
Include original packaging, tags, and labels where applicable.
Include the order number or other proof of purchase.
Items that have been used, worn, damaged after delivery, or otherwise do not meet the applicable return requirements may not qualify for a refund, subject to your statutory rights.
26. How do I start a return?
Please email:
Include your order number and a brief explanation of your return request.
Our customer service team will provide the applicable return instructions.
Please do not send a return to our registered office unless we have specifically instructed you to do so.
27. Who pays for return shipping?
For returns due to change of mind, incorrect size, or another non-defective reason, the customer is generally responsible for return shipping costs.
If an item is defective, damaged, or incorrectly supplied due to our error, we will cover the applicable return shipping costs.
28. What if I receive a damaged or incorrect item?
Please contact us as soon as possible at:
Please provide your order number and, where appropriate, photographs of the product and packaging.
We will review the issue and provide an appropriate solution.
29. Are any products non-returnable?
Certain items may not be eligible for return where permitted by applicable law, including products that have been used or damaged after delivery due to customer handling.
Any statutory consumer rights that apply to your purchase remain unaffected.
30. Do you offer exchanges?
We accept exchanges for a different size, colour, or eligible product within 30 days of delivery, subject to availability and the conditions of this policy.
To request an exchange, please contact us at support@fuzzyfreezy.shop within 30 days of receiving your order before sending the item back. We will provide the appropriate exchange instructions.
Exchange items must be unused, unworn, in their original condition, and include applicable tags, labels, and original packaging.
For exchanges due to a change of mind, incorrect size, or colour, the customer is responsible for the return shipping costs. If the item is faulty, damaged, defective, or incorrectly supplied due to our error, FuzzyFreezy will cover the reasonable return shipping costs.
Exchange Timeline: Once we receive the returned item, we will inspect it and, if the exchange is approved, dispatch the replacement within 7 business days.
31. How long does a refund take?
Once a returned item has been received and inspected, we will notify you whether the return has been approved.
Approved refunds will be issued to the original payment method.
We aim to process approved refunds within 7 business days after the return is received and approved.
The time required for the funds to appear in your account may vary depending on your payment provider or financial institution.
32. Do you charge a restocking fee?
No. We do not charge a restocking fee.
Delivery Address
33. Can I change my delivery address?
If you need to change your delivery address, contact us as soon as possible after placing your order.
We cannot guarantee that an address change will be possible once your order has entered processing or has been dispatched.
34. What happens if I enter the wrong address?
Please carefully check your delivery information before completing your order.
If an order is returned because an incorrect or incomplete address was provided, additional delivery costs may apply if reshipment is requested.
Customer Support
35. What information should I provide when contacting support?
To help us resolve your enquiry quickly, please include:
Your full name
Order number
Email address used for the order
A description of your enquiry
Relevant photographs or information where necessary
36. When is customer support available?
Our current Business Hours: Monday – Friday: 9:00 AM – 4:00 PM (GMT+00:00) Greenwich Mean Time (London)
Email: support@fuzzyfreezy.shop
We aim to respond to customer enquiries as soon as reasonably possible during business hours.
37. What should I do if I have a complaint?
If you are unhappy with your order or service, please contact us at:
We will review your complaint and work with you to reach an appropriate resolution.
Business Information
38. Who operates FuzzyFreezy?
Trading Name: FuzzyFreezy
Legal Entity: FUZZYFREEZY LTD
Company Number: 17057782
Registered Office:
Office 17563
182-184 High Street North
East Ham, London
United Kingdom
E6 2JA
Email: support@fuzzyfreezy.shop
Phone: +44 7988 581623
Business Hours: Monday–Friday, 9:00 AM–4:00 PM GMT
39. Where can I find your other policies?
For complete information, please refer to the relevant policies available on our website:
Shipping Policy
Refund & Returns Policy
Payment Policy
Privacy Policy
Terms & Conditions
Contact Us
About Us
These policies provide additional information about purchasing from FuzzyFreezy.
40. How can I contact FuzzyFreezy if my question is not answered here?
If you cannot find the information you need in this FAQ or our website policies, please contact our support team:
We will be happy to assist you.