FAQ's

A question, need help? The FAQ is here! If you still can't find the answer, contact us via the chatbot or by email at contact@frostral.com, we will be happy to respond to you, from Monday to Friday from 10 AM to 6 PM, excluding weekends and public holidays. 

 

CONTACT

How to contact customer service? 

You can contact us by email here at the address contact@frostral.com, we will respond within 24 to 48 hours maximum from Monday to Friday from 10 am to 6 pm, excluding weekends and public holidays. 

Delivery of my order

Where can I have my order delivered? 

Frostral delivers in France. Delivery areas vary depending on the site you are on (on the French site we deliver in metropolitan France, Corsica, on the Europe site everywhere except the UK, etc...). There are no shipping fees for France for home delivery via Colissimo or Mondial Relay.

How can I access the tracking of my order?

As soon as your order is validated and prepared by our warehouse, you will receive a shipping confirmation email, in which you will find your tracking number. You just need to copy the tracking number received by email into the "track package" page to check the status of your delivery, the link will redirect you to the carrier's site.

I have neither received my order confirmation nor my tracking number

Our emails may end up in spam, check there and if you still can't find them, contact us at contact@frostral.com.

I made a mistake in the delivery address, can I change it?

If you made a mistake with the delivery address, it may still be possible for us to change it, depending on whether your order has been processed by the warehouse or not. If it has been taken care of, we will no longer be able to modify it, but if you are faster than a galloping unicorn, we can update it without any problem. Don't hesitate to contact us at contact@frostral.com

Returns

Can I return a product purchased on the e-shop?

Any product purchased on our e-shop must be returned to our address. 

In both cases, the return of your product must be made within 30 days of receiving your purchase. The product(s) must be intact and in its original packaging.

How can I request a return?

You can return your item to our address: 

FROSTRAL

29 Rue Étienne Marcel, Pantin, 93500

 

Payments, refunds, and promo codes

What are the payment methods to place an order on the site?

You can pay via VISA Card, Mastercard, and bank cards.

Are payments secure?

We work with two companies specialized in online transactions (Paypal & Stripe) that encrypt all your banking details. It is impossible, even for a hacker from a neighboring galaxy, for your credit card numbers to be discovered.

I have a promo code; how can I use it?

After validating your cart, you will find a box on the right, "Gift card or promo code," where you will need to enter your promo code. To validate it, simply click on "apply." Don't forget to check that the code has been properly applied before confirming your order.

Are there any promotions on the site?

Yes, we regularly offer promotions on our site; we advise you to sign up for our Newsletter to receive all these offers.

 

About Frostral products

What types of down jackets do you offer on your site?

We offer a variety of down jackets, ranging from long down jackets to sleeveless down jackets. You can find all of our down jackets in the "our down jackets" menu.

What materials are used to make your down jackets?

Our down jackets are made from quality materials such as nylon leather, polyester, polyamide, and other durable materials to ensure the quality and longevity of our products.

Are the dimensions of your down jackets specified on the site?

Yes, we provide detailed information on the dimensions of each down jacket on our site so you can have a precise idea of its size before placing an order.

Can I find down jackets suitable for special occasions like sports or hiking on your site?

Absolutely, we offer a range of varied down jackets suitable for all circumstances.

How can I care for and clean my down jacket purchased from your site?

We recommend following the specific care instructions provided with each down jacket; this information is available on the product pages of each of our items.

Our 5-star reviews

5

/ 5

Based on 102 Reviews

"I bought this down jacket a bit by chance, but I do not regret it at all. It is very warm, even for very cold days." "I bought this down jacket a bit by chance, but I do not regret it at all. It is very warm, even for very cold days." "I bought this down jacket a bit by chance, but I do not regret it at all. It is very warm, even for very cold days."

Catherine D.

"Happy with my purchase! This down jacket is stylish and well-padded. It matches the photos." "Happy with my purchase! This down jacket is stylish and well-padded. It matches the photos." "Happy with my purchase! This down jacket is stylish and well-padded. It matches the photos."

Jessica

"Perfect for the upcoming winter, this down jacket met all my expectations. I highly recommend it." "Perfect for the upcoming winter, this down jacket met all my expectations. I highly recommend it." "Perfect for the upcoming winter, this down jacket met all my expectations. I highly recommend it."

Céline Y.

"Superb down jacket, the size is correct. The down is soft and seems durable." "Superb down jacket, the size is correct. The down is soft and seems durable." "Superb down jacket, the size is correct. The down is soft and seems durable."

Cathrine

The down jacket is super light, you can hardly feel it, and yet it really keeps you warm. I wore it for an outdoor outing in the wind and it protected me well. I recommend it! The down jacket is super light, you can hardly feel it, and yet it really keeps you warm. I wore it for an outdoor outing in the... The down jacket is super light, you can hardly feel it, and yet it really keeps you warm. I wore it for an outdoor outing in the wind and it protected me well. I recommend it!

Amandine P.

Our 4-star reviews

4

/ 5

Based on 76 Reviews Source:

Basé sur 76 Avis

"Very beautiful down jacket, of good quality. The only downside is that I would have liked a few more interior pockets." "Very beautiful down jacket, of good quality. The only downside is that I would have liked a few more interior... "Very beautiful down jacket, of good quality. The only downside is that I would have liked a few more interior pockets."

Farah M.

"Beautiful down jacket, practical and elegant. However, it is a bit more fitted than I thought." "Beautiful down jacket, practical and elegant. However, it is a bit more fitted than I thought." "Beautiful down jacket, practical and elegant. However, it is a bit more fitted than I thought."

Éline F.

"My item is compliant, fits perfectly. Small hiccup during delivery, but customer service is responsive." "My item is compliant, fits perfectly. Small hiccup during delivery, but customer service is responsive." "My item is compliant, fits perfectly. Small hiccup during delivery, but customer service is responsive."

Sacha E.

"Functional heated jacket for winter." "Functional heated jacket for winter." "Functional heated jacket for winter."

Dalia M.

Our 3-star reviews

3

/ 5

Based on 9 Reviews

"The puffer jacket is pretty but a little smaller than I thought." "The puffer jacket is pretty but a little smaller than I thought." "The puffer jacket is pretty but a little smaller than I thought."

Cathrine C.

"The down jacket is true to the description but a bit light for a cold winter" "The down jacket is true to the description but a bit light for a cold winter" "The down jacket is true to the description but a bit light for a cold winter"

José M.

"The quality is there, the packaging has slightly compressed the down jacket." "The quality is there, the packaging has slightly compressed the down jacket." "The quality is there, the packaging has slightly compressed the down jacket."

Mélissa P.