FAQs

If you do not see the correct price on Frozen Brothers, you will need to log in to see your pricing.

Click here to log in.

If you are logged in and not seeing the correct price, it is most likely because you have logged in with an email address we do not have in our system.

Click here to request account setup. Once your account has been set up, we will notify you by email.

If you are not a Frozen Brothers customer yet, please click here to get started.

To log in, go to account.frozenstore.com.

Enter the email address linked to your account, then click Continue.

If you are not sure which email address to use, please submit a support request here.

You will then receive an email with your 6-digit login code. Enter the code and click Submit.

If you do not see the email in your inbox, please check your spam or junk folder.

After entering your code, you will be taken to your account where you can view previous orders and account details. To place an order, click the Go To Store button.

You can add multiple users to your account to order on Frozen Brothers.

To register an account, or add a new user to your account, please click here to complete a registration form.

Please note only existing Frozen Brothers customers can register or add a user to their account.

If you are not yet a Frozen Brothers customer, please click here to get started.

If you have decided to delete your account with us, we want to make the process as simple and transparent as possible.

Steps to request account deletion:

1. Use this form.

2. Enter the email address associated with your account.

3. Provide your store name or ID.

4. Under “What is your query regarding?” select “Account Help”.

5. In the description field, write: “Please delete my account.”

6. Submit the form.

7. Wait for confirmation. You will receive an email confirming that your request is being processed, and another once it has been completed.

How we handle your data:

We take appropriate organisational and technical measures to safeguard your personal information. Your data is processed only by people who reasonably need it for their jobs and who are subject to confidentiality obligations.

By submitting your deletion request, your information may be transferred, stored, and processed in accordance with our privacy requirements.

We retain personal data only for as long as necessary to meet legal, accounting, or reporting requirements. The retention period depends on the type, sensitivity, and legal obligations connected to the data.

Shipping is free on orders over £200.00 (excluding VAT).

There is a £15.00 flat rate shipping charge on orders under £200.00 (excluding VAT).

Unfortunately, due to occupational health and safety requirements, customers are not able to pick up orders from our warehouse.

If your Power Unit is not working properly, first check whether it is something you can resolve using the You Fix guidance.

Click here to review You Fix responsibilities.

If you cannot solve the problem, please click here and complete the form. We will then send a technician to your store.

Tango Ice Blast is halal suitable and sugar free. For more information click here.

Slushy Jack’s is halal suitable and sugar free. For more information click here.

Coke and Fanta: Coke is glycerol free. Coke and Fanta contain sugar. For more information click here.

All products are free from the following allergens:

celery, cereals containing gluten including wheat (such as spelt and Khorasan), rye, barley and oats, crustaceans such as prawns, crabs and lobsters, eggs, fish, lupin, milk, molluscs such as mussels and oysters, mustard, tree nuts including almonds, hazelnuts, walnuts, brazil nuts, cashews, pecans, pistachios and macadamia nuts, peanuts, sesame seeds, and soybeans.

Only Quench and Robinsons Fruit Ice contain: sulphur dioxide and sulphites.

Carbonated Power Unit: the identification badge or model is located under the Power Unit IceScreen (G3, G3.5, H3, H4 and C4). Lift the screen and locate the blue badge. If there is no blue badge, look for the model type instead.

The G2 does not have an IceScreen and is identified by its polycarbonate lid and rectangular flavour labels.

Un-carbonated Power Unit: the identification badge or model is located on your Power Unit.

Frozen Brothers Limited’s Terms and Conditions of Sale, Annex 3, apply to any Cups or Products you purchase.

The Terms and Conditions of Sale can be found here.

Please read the applicable terms and conditions carefully.

If you have received a faulty, incorrect, or damaged item, please contact our customer service team for assistance by clicking here.

Before reaching out, please review our terms and conditions.

Frozen Brothers Limited’s Terms and Conditions of Sale, Annex 3, apply to any Cups or Products you purchase.

The Terms and Conditions of Sale can be found here.

There are a few different ways to change the syrup depending on the type of Power Unit you have and the brand of syrup you sell.

We have made explainer videos which are linked below:

If you have an IceStation and sell Tango Ice Blast, click here.

If you have an IceStation and sell Coca-Cola Frozen, Fanta Frozen, Slushy Jack’s, or another brand with a grey connector, click here.

If you have a custom install and sell Tango Ice Blast, click here.

If you have a custom install and sell Coca-Cola Frozen, Fanta Frozen, Slushy Jack’s, or another brand with a grey connector, click here.

If you have a manual fill F1, click here.