CUSTOMER SUPPORT
Please find answers to our most common questions and learn more about the FRÍO® below.
Still have a query? We are here to help.
Call our customer support team on +44 (0)1437 741700
Under correct use FRIO cooling wallets are guaranteed for one year. For optimal performance it is recommended to renew your FRIO wallet every two years.
Before ordering, we strongly recommend that international customers refer to our stockists section. FRIO has stockists in more than 50 countries around the world and ordering locally will facilitate ease of ordering and faster delivery.
International orders are dispatched by Royal Mail’s International Signed For service. Once the package arrives in the destination country, Royal Mail transfers the package to the in-country postal service for delivery.
To facilitate safe and timely delivery, we ask that customers provide a secure and full delivery address including a postal code/zip code.
A signature is required upon delivery so please ensure that someone will be available at the delivery address to sign for the package.
The postage cost is dependent upon delivery destination, whether Europe or Rest of the World, and the weight of the order. The cost will be clearly shown once you choose the delivery destination at the pre check-out stage of the order process.
You will be e-mailed dispatch information including date of dispatch and a tracking reference number*.
Please allow 5-7 working days for orders dispatched to Europe and 7-10 working days to all other destinations.
Note: overseas tracking* is only available for orders despatched to Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Ireland, Finland, France, Germany, Gibraltar, Hong Kong, Hungary, Japan, Luxembourg, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Sweden, Switzerland and USA.
If you have any questions, please e-mail info@friouk.com and we will be pleased to help you.
FRIO UK Ltd cannot be held responsible for orders lost or delayed by Royal Mail.
Special Delivery Next Day Guaranteed service Saturday 9am.
Place your order before 2pm on Friday and choose the Saturday 9am delivery option. Please refer to the Notes below.
A signature is required upon delivery. Royal Mail tracker information will be e-mailed to you advising tracker number, date of dispatch and date of delivery.
Notes
- Orders placed after 2pm on Friday will not reach you by Saturday. We will offer alternative delivery options or we will offer a refund.
- Orders are not processed or dispatched on weekends or public or bank holidays.
- FRIO UK Ltd cannot be held responsible for orders lost or delayed by Royal Mail.
Special Delivery Next Day Guaranteed service Monday to Friday 9am.
Place your order before 2pm and it is guaranteed to arrive on the next working day by 9am. Please refer to the Notes below.
A signature is required upon delivery. Royal Mail tracker information will be e-mailed to you advising tracker number, date of dispatch and date of delivery.
Notes
- Orders placed before 2pm (Monday to Friday) will be dispatched the same day for delivery on the next working day by 9am.
- Orders placed after 2pm (Monday to Friday) will be dispatched on the following working day for delivery on the next working day by 9am.
- Friday orders placed after 2pm: these orders will be processed and dispatched on the next business working day (Monday – unless a public or bank holiday). Delivery is by 9am on the next working day.
- Orders are not processed or dispatched on weekends or public or bank holidays.
- FRIO UK Ltd cannot be held responsible for orders lost or delayed by Royal Mail.
Special Delivery Next Day Guaranteed service Saturday 1pm.
Place your order before 2pm on Friday and choose the Saturday 1pm delivery option. Please refer to the Notes below.
A signature is required upon delivery. Royal Mail tracker information will be e-mailed to you advising tracker number, date of dispatch and date of delivery.
Notes
- Orders placed after 2pm on Friday will not reach you by Saturday. We will offer alternative delivery options or we will offer a refund.
- Orders are not processed or dispatched on weekends or public or bank holidays.
- FRIO UK Ltd cannot be held responsible for orders lost or delayed by Royal Mail.
Special Delivery Next Day Guaranteed service Monday to Friday 1pm.
Place your order before 2pm and it is guaranteed to arrive on the next working day by 1pm. Please refer to the Notes below.
A signature is required upon delivery. A Royal Mail tracker reference will be e-mailed to you advising tracker reference, date of dispatch and date of delivery.
Notes
- Orders placed before 2pm (Monday to Friday) will be dispatched the same day for delivery on the next working day by 1pm.
- Orders placed after 2pm (Monday to Friday) will be dispatched on the following working day for delivery on the next working day by 1pm.
- Orders placed after 2pm on Friday will be processed and dispatched on the following working day (Monday – unless a public or bank holiday). Delivery is by 1pm on the next working day.
- Orders are not processed or dispatched on weekends or public or bank holidays.
- FRIO UK Ltd cannot be held responsible for orders lost or delayed by Royal Mail.
Recorded Signed For (First class) service – allow 2-3 working days. Please refer to the Notes below. Royal Mail Signed For® 1st Class aims to deliver your letter or parcel the next working day, however this is not guaranteed.
A signature is required upon delivery. Please note that this is not a trackable service and only provides proof of delivery in the form of a signature from the receiver.
* If you are in a hurry or wish to have a full trackable service please consider Special Guaranteed Delivery Service.
Notes
- Orders placed before 2pm (Monday to Friday) will be dispatched the same day.
- Orders placed after 2pm on Friday will be processed and dispatched on the following working day (Monday – unless a public or bank holiday).
- Orders are not processed or dispatched on weekends or public or bank holidays.
- FRIO UK Ltd cannot be held responsible for orders lost or delayed by Royal Mail.
First class service – allow 2-3 working days. Please refer to the Notes below.
* If you are in a hurry for your order please consider Special Delivery Next Day service.
Notes
- Orders placed before 2pm (Monday to Friday) will be dispatched the same day.
- Orders placed after 2pm on Friday will be processed and dispatched on the following working day (Monday – unless a public or bank holiday).
- Orders are not processed or dispatched on weekends or public or bank holidays.
- FRIO UK Ltd cannot be held responsible for orders lost or delayed by Royal Mail.
We recommend that travel plans of more than 4 weeks (one month) are discussed with your Diabetes Specialist Nurse (DSN).
We cannot advise you on the use of FRÍO® travel wallets in cold and freezing or other extreme conditions because tests in these conditions have not been carried out.
Any customer testimonials we have received on the use of FRÍO® products in cold and freezing and other extreme temperatures are from individuals who have simply reported back on their experience using the wallets in these conditions.
We can only refer you to our customer Testimonials section and to the FRIO blog where customers have shared their experiences.
Whilst positive feedback has been received on the functionality of FRIO wallets in freezing conditions our recommendation is that you consult the manufacturer of your medication for advice on insulating insulin and other medication against freezing temperatures.
Drying Out, Cleaning and Storage
When not in use, remove the inner wallet from the outer cover and allow to completely dry out naturally until the gel returns to crystal form. To keep the crystals separate, give the wallet an occasional shake whilst drying out. Note: the drying out period can take 2-4 weeks depending on the environmental climate.
To accelerate the drying out period, various methods can be used: 1) place near a heat source such as a radiator or in an airing cupboard; 2) hang the wallet on a clothes line if the weather is suitable; 3) leave on a window sill in a sunny position; shaking at intervals will help. DO NOT PLACE THE FRIO® WALLET IN A TUMBLE DRYER!
The outer cover of the wallet can be washed in warm water using a very mild detergent. The inner wallet can be spot cleaned by using a soft bristle brush (i.e. soft toothbrush or nail brush): dip the brush into slightly soapy water and spot clean the wallet. You can then rinse the wallet under running water without damaging the crystals inside. Alternatively, you can use a non-bleach anti-bacterial cleaning spray or an anti-bacterial kitchen or baby wipe to clean your wallet. DO NOT PLACE THE FRIO® WALLET IN A WASHING MACHINE!
Store your FRÍO® wallet in a dry place until you next wish to use it.
These instructions are only a guide. Due to varying climatic and environmental conditions around the world, FRIO® wallets will respond differently according to location. If activated and used sensibly they will continue to respond to your needs over a long period of time. With age, the length of immersion time will increase but as long as the crystals expand into a gel the wallet will function properly. When the crystals fail to expand, the wallet will need to be replaced.
Yes, FRÍO® wallets can be used for other medications that can be stored at room temperature. We strongly recommend that users of medication other than insulin ask their GP, pharmacist or the medication’s manufacturer for the safe travel data/safe travel allowance of their medication.
Note: the wallet does not keep medication as cold as a ‘fridge would (2-8°C (35.6-46.4°F)), but it does keep medication cool within safe temperatures of 18-26°C (64.4-78.8°F) for 45 hours minimum, even in a constant environmental temperature of 37.8°C (100°F).
If you would like to check the storage conditions of your medication, please refer to the website www.medicines.org.uk/EMC/ or click on the link where you can access the electronic medical compendium.
The FRÍO® has a manufacturer’s guarantee of 12 months.
Meanwhile, many of our customers have advised us that their FRÍO® has lasted for several years, but this will depend on how often it is used and how well it is cared for.
Due to varying climatic and environmental conditions around the world, a FRÍO® will respond differently and age accordingly. If activated and used sensibly it will continue to respond to your needs over a long period of time. With age, the length of immersion time will increase but as long as the crystals expand into a gel it will function properly. When the crystals fail to expand, it is time for a replacement.
Note: the FRÍO® is re-usable; the life of ‘in-use’ insulin is one month.
28 days (one month) – this is the life of most* in-use insulin.
* Check your manufacturer’s information leaflet for your specific medication, noting that Novo Nordisk states 6 weeks for some brands but it is essential that you check the leaflet.
Please read the full explanation below:
The FRIO® travel wallet is an evaporative cooling unit, purposely designed to keep in-use insulin cool within safe temperatures of 18-26°C (64.4-78.8°F) for 45 hours minimum, even in a constant environmental temperature of 37.8°C (100°F). The wallet can be ‘re-activated’/’topped-up’ to provide continuous safe storage conditions for subsequent periods of 45 hours minimum for up to 28 days (one month).
Note: 28 days (one month) is the life of in-use insulin. The wallet is re-useable.
Note: insulin must be at the manufacturer’s recommended temperature before being placed in the FRIO® wallet. Please check the manufacturer’s information leaflet for your specific medication.
For continuous safe storage, the FRIO® inner wallet should be re-immersed in water every 45 hours or sooner if the quantity of gel reduces and starts to return to its crystal form, i.e. crystals can be felt in the panels. When in continuous use, subsequent immersion periods will be shorter as the crystals will be continuously in gel form, i.e. 2-4 minutes will suffice (depending on the size of the wallet).
The FRIO® wallet maintains the required temperature range (18-26°C (64.4-78.8°F)) – for in-use insulin. Please note that it is not a ‘fridge alternative.
In-use insulin can be stored at room temperature for up to 28 days. The FRIO wallet maintains 18-26°C (64.4-78.8°F) for 45 hours minimum, even in a constant environmental temperature of 37.8°C (100°F). The wallet can be kept continuously activated for up to one month – simply re-activate every 2 days.
Many other ‘in-use’ medications can be stored or transported at room temperature – check your manufacturer’s information leaflet for your specific medication or, for further advice, call our Customer Support team on 01437 741700.
If you would like to check the storage conditions of your medication on-line, please refer to the website www.medicines.org.uk/EMC/ or click on the link where you can access the electronic medical compendium.
Who is eligible for VAT Relief?
VAT law states that you must be ‘chronically sick or disabled’ to qualify for VAT relief.
A person is ‘chronically sick or disabled’ if they either:
• have a physical or mental impairment that has a long-term and severe effect on their ability to carry out everyday activities; or
• have a condition that doctors treat as a chronic sickness – like diabetes, for example, or
• are terminally ill.
Chronic Illnesses include:
• Diabetes;
• Glaucoma;
• Arthritis etc;
• As advised by your GP/Consultant.
VAT Exemption Declaration
When ordering on-line, once you are in the check-out and payment part of the process, you have the option to complete the VAT exemption declaration on-line. Completing the declaration on-line ensures that you will not be charged VAT of 20%. If you forget to complete this information, you will be sent a form with your order that requires completion and returning to FRÍO® UK Limited. The VAT charged will then be credited to the credit card used to make the purchase.
Alternatively, click on the link to view and/or print a VAT Exemption Declaration
Please see the link to the Government’s website for comprehensive information related to transportation of cooling gel packsfor essential medical purposes:
https://www.gov.uk/hand-luggage-restrictions/essential-medicines-and-medical-equipment
The gov.uk website states:
Essential medical equipment
You can take medical equipment with you if it’s essential for your journey. The equipment is screened seperately and you must show documentation from a qualified medical professional, such as a letter from your doctor.
Whilst we can advise that the airports and airlines are well used to diabetic travellers carrying FRÍO® wallets, it is best to check ahead of travel by advising the airline.
If you are travelling from a provincial airport, we would recommend calling the airline and airport ahead of travel to be on the safe side.
What is incorrectly suggested in the information published is that a cooling gel pack (your FRÍO® wallet) can go in ‘hold’ luggage – insulin should not be transported in your suitcase as it may freeze in the hold – it should be carried in your hand luggage.
GP’s letter: we always recommend that FRÍO® users take a letter from their GP (or a prescription) stating their requirement to carry insulin.
When you check-in at the airport advise the the check-in clerk that you are a carrying essential medical equipment – your cooling gel pack (FRÍO®) and have your GP’s letter or your prescription to hand.
The FRÍO® wallet is a medical accessory.
It is FDA approved.
UK tested: the FRÍO® has been extensively tested by the British Medical Devices Evaluation Unit and the crystals contained in the wallet conform to relevant British Safety Standards.
We recommend that a waterproof liner is used with any electronic timing device or any accessory with electronic components to protect it from moisture.
An extra large liner is recommended for the Timesulin device – please go to the Shop to purchase a liner.
We welcome new stockists and will be pleased to provide you with information.
To contact our Customer Support team by e-mail, click on the link Contact Us to complete the website e-mail contact form.
Or, e-mail info@friouk.com with full details of your enquiry. We will respond to your enquiry within 2 working days.
Our Customer Support team will be pleased to speak with you on +44 (0)1437 741700.
We have many such requests and are very happy to assist with leaflets.
To contact our Customer Support team by e-mail click on the link Contact Us to complete the e-mail contact form. Or, e-mail info@friouk.com with full details of your enquiry. We will respond to your enquiry within 2 working days.
We will be happy to send flyers to you for your clinic and patients.
To contact our Customer Support team by e-mail click on the link Contact Us to complete the e-mail contact form.
Or, e-mail info@friouk.com with full details of the clinic and your contact details.
Our Customer Support team will be pleased to speak with you on +44 (0)1437 741700.
We will process your return and refund within 3-5 days of receipt of the item. Please note that the refund can only be made to the card used to purchase the goods.
The refund should appear on your statement approximately 7 working days from date of processing refund. We will email you once we have processed your refund.
Mistakes do happen occassionally, but we do our best to sort them out as quickly and smoothly as possible. If something is missing from your order, please contact our Customer Support team on +44 (0)1437 741700 within 48 hours of receipt and we will check your order and dispatch any missing item(s) the same day.
Every so often mistakes do happen, but we do our best to sort them out as quickly and smoothly as possible.
If you have received an incorrect item in your order, please contact our Customer Support team on +44 (0)1437 741700 within 48 hours of receipt and follow the returns process stated above and we will organise a replacement. We have a FREEPOST address for such occurrences.
If your item was faulty or damaged on arrival, please contact our Customer Support team on +44 (0)1437 741700 within 48 hours of receipt and follow the returns process stated below and we will organise a replacement. We have a FREEPOST address for such occurrences.
Returns Policy: if you would like to return a product, please follow the steps below within 10 days of receipt:
1. In all cases, please advise us of the reason for the return. You may do this by contacting our Customer Support team on +44 (0)1437 741700 or by e-mailing us at info@friouk.com; or, you may include a letter with the returned item.
2. Use the original packaging to repack your return(s), ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a re-saleable condition.
3. The address for returns is: RETURNS DEPARTMENT, FRIO UK Ltd, PO Box 10, Haverfordwest, SA62 5DY.
4. Repack the parcel and take it to the Post Office within 10 days of receipt. Remember to obtain a Certificate of Posting from the Post Office. This is your proof of posting should your parcel goes astray. We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID. We are unable to make refunds on returns that do not reach us.
We will make a refund to the card you used to purchase your goods. This should appear on your card approximately 7 working days from receipt of the goods and we will email you once we have processed your refund.
If you would like to return a product, please follow the steps below within 10 days of receipt:
1. In all cases, please advise us of the reason for the return. You may do this by contacting ourCustomer Support team on +44 (0)1437 741700 or by e-mailing us at info@friouk.com; or, you may include a letter with the returned item.
2. Use the original packaging to repack your return(s), ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a re-saleable condition.
3. The address for returns is: RETURNS DEPARTMENT, FRIO UK Ltd, PO Box 10, Haverfordwest, SA62 5DY.
4. Repack the parcel and take it to the Post Office within 10 days of receipt. Remember to obtain a Certificate of Posting from the Post Office. This is your proof of posting should your parcel goes astray. We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID. We are unable to make refunds on returns that do not reach us.
We will make a refund to the card you used to purchase your goods. This should appear on your card approximately 7 working days from receipt of the goods and we will email you once we have processed your refund.
If your item was faulty or damaged on arrival, please contact our Customer Support team on +44 (0)1437 741700 within 48 hours of receipt and follow the returns process stated above and we will organise a replacement. We have a FREEPOST address for such occurences.
You will receive an automatic confirmation e-mail advising you that your order has been processed.
Orders are generally dispatched within 24 hours of receipt except on weekends or bank holidays. If you order before 2.00pm (Monday – Friday) your order will be sent out the same day.
FRIO UK Ltd is open for business from 0900 hrs to 1700 hrs Monday to Friday – orders made outside of working hours, at the weekend or on public or bank holidays, will be dispatched on the next business working day. From date of dispatch, delivery by Royal Mail takes 3 working days within the UK.
Deliveries to Europe generally take 5 working days and to destinations further afield such as Australia and USA, we suggest you allow 7-10 working days.
Once your order has been confirmed, and as long as it has not already been despatched, it is possible for you to change the product colour choices and/or change delivery details. In all instances, please contact our Customer Support team on +44 (0)1437 741700 with the details of your order and we will help you.
If your order has already been despatched when you decide to amend or cancel it, you will need to return the order to us. Please contact us as requested above so that we can assist you.
Please telephone our Customer Support team on +44 (0)1437 741700 to advise us that you wish to return a product. The address is:
RETURNS DEPARTMENT
FRIO UK Ltd
PO Box 10
Haverfordwest
SA62 5DY
Whilst we hope that you will be delighted with your order, you are entitled to cancel your order if you notify us in writing within 7 days of placing the order. We will refund the cost of the order and the original delivery charge. If the goods have already been despatched, you must return them to us at your own expense.
You can return products for a full refund if you return the item(s) to us within 10 working days of receipt. We will refund the original delivery charge paid, provided you return the full order, however the cost of returning the item(s) is at your expense.
Returned products must be in their original packaging, with instructions and all parts included, in a fully resaleable condition. Items must not have been used or activated in any way. FRIO UK Ltd reserves the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.
Please advise us of the reason for the return. You may do this contacting our Customer Support team on +44 (0)1437 741700 or by e-mailing us at info@friouk.com; or you may include a letter with the returned item.
Your return and refund will be processed within 5 working days from the date the goods are received into our warehouse.
The parcel and its contents are your responsibility until they are received at our warehouse – therefore we recommend you use a registered postal service and retain proof of postage. FRIO UK Ltd is not responsible for returned goods being lost or damaged in transit. Please use the original packaging to repack your returns, ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a resaleable condition.
Returning products
If something is not right and you would like to return a product, please follow the steps below within 10 working days of receipt:
1. In all cases, please advise us of the reason for the return. You may do this by contacting our Customer Support team on +44 (0)1437 741700 or by e-mailing us at info@friouk.com; or, you may include a letter with the returned item.
2. Use the original packaging to repack your return(s), ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a re-saleable condition.
3. The address for returns is: RETURNS DEPARTMENT, FRIO UK Ltd, PO Box 10, Haverfordwest, SA62 5DY.
4. Repack the parcel and take it to the Post Office within 10 days of receipt. Remember to obtain a Certificate of Posting from the Post Office. This is your proof of posting should your parcel goes astray. We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID. We are unable to make refunds on returns that do not reach us.
We will make a refund to the card you used to purchase your goods. This should appear on your card approximately 7 working days from receipt of the goods and we will email you once we have processed your refund.
Faulty or damaged items
If your item was faulty or damaged on arrival, please contact our Customer Support team on +44 (0)1437 741700 within 48 hours of receipt and follow the returns process stated above and we will organise a replacement. We have a FREEPOST address for such occurrences.
Incorrect items
Every so often mistakes do happen, but we do our best to sort them out as quickly and smoothly as possible. If you have received an incorrect item in your order, please contact our Customer Support team on 01437 741700 within 48 hours of receipt and follow the returns process stated above and we will organise a replacement. We have a FREEPOST address for such occurrences.
Incomplete orders
Every so often mistakes do happen, but we do our best to sort them out as quickly and smoothly as possible. If something is missing from your order, please contact our Customer Support team on 01437 741700 within 48 hours of receipt and we will check your order and despatch any missing item(s) the same day.
Processing of refunds
We will process your return and refund within 3-5 days of receipt of the item. Please note that the refund can only be made to the card you used to purchase your goods. The refund should appear on your statement approximately 7 working days from date of processing refund. We will email you once we have processed your refund.
Returns address
RETURNS DEPARTMENT
FRIO UK Ltd
PO Box 10
Haverfordwest
SA62 5DY
If you suffer from a chronic illness you are entitled to claim relief from VAT and you can do this as part of the on-line order process.
You must declare that you have a ‘disabling condition by reason of’ and give the full and specific description of your condition (such as diabetes, glaucoma, Rheumatoid Arthritis, asthma etc).
If you do not exempt yourself from VAT we are compelled by HMRC to charge the VAT and this will appear on your order. A VAT Relief Claim Form can be used to claim the VAT: simply send the form to us, fully completed, and the VAT will be refunded to the credit card used to place your order. We will include a form with your order.
To view or download the form, please click here.
All orders are dispatched by Royal Mail.
Orders are not processed or dispatched on weekends or public or bank holidays.
At the checkout point of the order process, you have various Royal Mail delivery options:
- First class mail: allow 1-3 working days.
- Recorded Signed For ™ (First class). Requires a signature; allow 1-3 working days.
- Special Delivery™ Next Day: a tracked special delivery service requiring a signature. Order before 2pm for next day delivery.
- International orders are sent by International Signed For Service (a worldwide service; tracked*guaranteed delivery service requiring a signature). A tracking number will be advised by e-mail.
International orders: we ask that customers provide a secure and full delivery address including a post code/zip code.
Note: once the package arrives in the destination country, Royal Mail hands the package to the in-country postal delivery service. A signature is required so please ensure that someone will be available at the delivery address to sign for the package.
Note: overseas tracking* is only available for orders despatched to Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Ireland, Finland, France, Germany, Gibralta, Hong Kong, Hungary, Japan, Luxembourg, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Sweden, Switzerland and USA.
FRIO UK Ltd cannot be held responsible for orders lost or delayed by Royal Mail.
FRIO UK Ltd is open for business from 0900 hrs to 1700 hrs Monday to Friday.
Please telephone our Customer Support team on +44 (0)1437 741700 or e-mail your enquiry toinfo@friouk.com.
Or, you can contact us via our website e-mail contact form using the link Contact Us. We will respond to your enquiry within 2 working days.
