Frequently asked questions

Order stock items by 12pm (UK time) on a working day and we dispatch them the same day. Orders placed after 12pm go out the next working day. Made-to-order Clearwell Customs decals are dispatched within 5 working days of payment, and custom inlays within 10 working days of payment.

Yes, as long as it hasn't been dispatched. Email hello@rothkoandfrost.com with your order number as soon as you can and we'll change it, or cancel it and refund you in full. On custom decal orders, you can change the wording free of charge before we print.

UK delivery is free on orders of £50 or more. For smaller UK orders and for delivery outside the UK, you'll see every option and its price at checkout before you pay. Gift cards don't count towards the £50. More on our delivery page.

Royal Mail for letters, large letters and small parcels (usually tracked), DPD for larger UK parcels, and FedEx for international and urgent orders. For free UK delivery we choose the best service for your parcel.

After dispatch, Royal Mail Tracked 24 aims to deliver the next working day and Tracked 48 within 2 to 3 working days. These are the carrier's aims, not guarantees, so choose a faster service at checkout if you need it by a certain day.

Yes, on tracked services: we email you the tracking link and the courier's name when your parcel leaves us, and it shows in your account too. Royal Mail 1st and 2nd Class letters and large letters aren't tracked.

First check the tracking link in your dispatch email. If it's running late, or wasn't tracked, email hello@rothkoandfrost.com with your order number and we'll chase it. If an untracked UK parcel still hasn't turned up 10 working days after dispatch, we'll send it again.

Yes. Choose Local pickup at checkout and collect from us at Building 12, Vantage Point, Mitcheldean, GL17 0DD, in the Forest of Dean. Stock orders are usually ready within 24 hours; made-to-order items take longer (see dispatch times above). Wait for our 'ready to collect' email, then come in Monday to Friday, 9am to 2pm.

UK orders: by Friday 18 December. Custom decals: by Monday 14 December. Outside the UK we can't promise delivery before Christmas, so order early (or send a gift card by email). We close on Wednesday 23 December and start dispatching again on Tuesday 5 January 2027.

Yes. Choose your country from the selector at the top of the page to see prices in your currency, then the delivery options and prices show at checkout. Our delivery page explains the services we use.

To the EU, yes: they travel by road. Everywhere else they can only go by FedEx's dangerous goods service, which we arrange and price for each order, so please email us before you order and we'll quote.

United States: US duties are added at checkout and we send your parcel duty-paid, so there's nothing more to pay when it arrives.

European Union: we don't collect EU VAT or duty at checkout, so your courier may ask you to pay import VAT, duty and a handling fee before delivery.

Other countries: import taxes and duties may be charged on delivery, depending on your country's rules.

You won't need separate CITES documents from us: everything we sell is exempt, and the species and source are stated on the shipping documents.

Yes, within 30 days of receiving it, as long as it's unused and undamaged. Email us your order number and which items you'd like to return, and we'll confirm where to send them. You pay the return postage, and once the items are back with us we refund the item price (not the original delivery) to your original payment method. Custom and personalised items can't be returned unless we've made a mistake. Full details in our returns policy.

Sorry about that. Email us within 7 days of delivery with your order number and photos of the damage (we need them for the courier claim). We'll send a replacement if we have stock, or refund you. We'll only ask for the item back if we need to see it, and then we'll send you a prepaid label.

Sorry! Email us within 30 days with your order number and what's wrong or missing. If we sent the wrong item, we'll send you a prepaid returns label and replace or refund it. If something's missing, we'll check what was packed and send it on.

Email us within 30 days with your order number, what's wrong and a photo if you can. We won't usually need it back. We'll then send a corrected replacement or a full refund.

That's normal with metallic inks: the fine lines fade once the decal is applied.

A PNG at 600 dpi with a transparent background, exactly as you want it printed. When you order, give us the size, the colours and the exact wording. If our upload form won't take your file, email it to hello@rothkoandfrost.com or send us a WeTransfer or Dropbox link.

Only when we're drawing or adapting the artwork for you: we send the proof once the order is paid and print when you approve it. Decals ordered straight from a product page are made exactly as ordered, without a proof, so do check your spelling before you hit the button.

Yes. There's an artist fee of £14.99, £29.99 or £59.99, depending on the size of the job. Email us an image of what you'd like and we'll tell you which applies.

Prices are on each decal page, from a pair up to a whole or A3 sheet. Browse our custom guitar decals or send us your own design.

Our step-by-step guide shows you how: How to apply waterslide decals.

Yes: custom inlays, inlay pockets and thin wood sections. Tell us what you need on our custom inlay enquiry form and we'll quote. We can't cut large panels.

Yes, to a colour code (RAL, BS or a modern car colour), with a minimum of 1 litre. Email us the code and we'll send you a price.

Yes. Email us the product name and we'll send you its safety data sheet.

Email us the product name and we'll tell you if more is on the way and roughly when.

Tell us what you're making and we'll point you to the right thing. Our guides also cover finishes, decals, materials and more.

Yes, our UK prices include VAT.

By card, PayPal, Apple Pay, Google Pay, Shop Pay or Klarna, and the other methods shown at checkout. For custom work we send you a secure Shopify payment link.

Yes. Email us your order number and we'll send one.

Yes, for £10, £25, £50 or £100. They arrive by email, and you can send one straight to the lucky maker on a date you choose. Buy a gift card.

Yes. Apply on our trade account page and our sales team will reply with our terms.

The discount is linked to your account, so log in with the email address your Luthier Club account uses. It then shows in your basket.

Email hello@rothkoandfrost.com, call or WhatsApp us on +44 (0)1594 546 119, or use our contact form. We aim to reply within 24 hours on working days.