Overview
At The Frog in the Craft, I aim to make your shopping experience simple, fair and enjoyable. Below you’ll find information about shipping, processing times, returns, and other shop policies. It might be the least exciting page on the site, but it’s important, so grab a cuppa if you like and have quick read. It should answer most of your questions.
Any further questions?
Any doubts, concerns, further questions or feedback? Check out the Frequently Asked Questions page first. If you still cannot find the information you are looking for, please contact me I am always happy to help.
Fulfilment of Orders
Order Processing Times
The order processing time is the period needed to prepare your items — whether that means making them (for “made-to-order” products), packing them carefully, or arranging shipment.
- Stock items: processed within 2 business days
- Made-to-order or handmade items: processed within 7–10 business days, unless otherwise stated
Orders placed after 3 pm on Friday, or on Saturday/Sunday, will usually be dispatched on the next working day (normally Monday, excluding Bank Holidays).
If your order includes both stock and made-to-order items, you have two options:
- Place separate orders so that stock items can be shipped sooner.
- Order everything together to save on postage — just note that all items will be sent together once everything is ready.
The same processing times apply for local pickup orders as for posted ones.
Packing
I do my best to minimise the environmental impact of my business. Wherever possible, I:
- Avoid using plastic in my shipping materials. When plastic is necessary, it’s always recycled.
- Reuse boxes, mailer bags, and other packaging materials whenever I can.
- Use paper, cardboard, or recycled bubble wrap as fillers inside parcels instead of plastic.
- When new packaging is required, choose UK-sourced materials that are cardboard or 100% compostable / plant-based.
Please help by recycling or disposing of the packaging responsibly once your order arrives. Every small effort makes a difference.
Local Collection of Order
If you live nearby or are visiting the area, you’re very welcome to collect your order instead of having it posted.
This free service is available by appointment only from Hucknall, Nottinghamshire, or occasionally from a workshop venue. I’ll contact you with full collection details once your order is ready.
Before selecting this option, please note that I share my space with a friendly but very excitable Border Collie. If you’re uncomfortable around dogs, just mention it in the message box at checkout and I’ll make sure she’s safely out of the way when you arrive.
If Local Collection is selected in error, I’ll need to invoice separately for postage, and your order will be dispatched once that payment is received.
If you have any questions about collecting your order, please get in touch before or after placing it — I’m happy to help.
Shipping Costs & Destinations
The Frog in the Craft is based in Hucknall, Nottinghamshire (UK).
Domestic Orders
Destinations
Due to the UK General Product Safety Regulations (GPSR), orders can only be shipped within Great Britain — this includes England, Scotland, Wales, the Isle of Man, and the Channel Islands.
Unfortunately, I’m unable to ship to Northern Ireland or other UK territories at this time.
Shipping Methods
All orders are sent with Royal Mail Tracked services for reliability and peace of mind. You’ll receive delivery updates directly from Royal Mail by email or text once your parcel is on its way.
- Standard Shipping – Royal Mail Tracked 48
£3.75 per order (free for orders over £50).
Royal Mail aims to deliver within 3–5 working days from dispatch. - Express Shipping – Royal Mail Tracked 24
£4.75 per order.
Royal Mail aims to deliver within 1–2 working days from dispatch.
(Please note that made-to-order items aren’t eligible for Express Shipping, as they require additional preparation time before dispatch.)
All parcels are carefully packed to protect your items, and tracking details are always provided once your order has been dispatched.
International Shipping
International shipping is currently available to customers in the USA, Australia, and New Zealand.
Orders are sent via Royal Mail International Tracked or Tracked & Signed services, depending on the destination. Royal Mail aims to deliver within 6–7 business days, though this can vary depending on customs processing in your country.
, Shipping Rates
- Australia – International Tracked
£17 for orders up to £50
£21 for orders over £50 - New Zealand – International Tracked & Signed
£21 for orders up to £50
£24 for orders over £50 - USA – International Tracked & Signed
£21 for orders up to £50
£24 for orders over £50
These flat rates are based on the top estimate for an average parcel weighing up to 500 g — roughly the weight of three kits plus a few smaller items.
That means you can often add extra products to your parcel without paying any more for postage. You’re also welcome to combine orders — even with a friend — and I’ll merge them where possible so you can share the postage cost and make the most of the flat rate.
If the actual postage turns out to be lower once your parcel is packed, I’ll automatically refund any overpaid shipping.
Customs, Duties & Import Fees
- USA: All parcels are shipped Delivered Duties Paid (PDDP), meaning the required customs charges are paid at checkout and no additional fees are due on delivery.
- Australia & New Zealand: Orders may be subject to local Goods and Services Tax (GST) or handling charges collected by your postal service on arrival.
If you’re unsure about local import costs, please check with your country’s postal or customs office before ordering.
Please note: a small number of products may not be available for international shipping if their country of origin cannot be confirmed. This information is required for customs declarations and duty calculation. If an item you’ve ordered falls into this category, I’ll contact you straight away to offer an alternative or a full refund.
Missing Orders
Before contacting me about a missing order, please check:
- the processing and dispatch times listed above,
- the delivery timeframe for your chosen shipping method, and
- your Royal Mail tracking information.
If your parcel still hasn’t arrived a few days after its expected delivery date — or if it appears to have been lost or stolen after delivery — please don’t hesitate to get in touch. Include as much detail as possible (your name, order reference, order date, and a brief description of the issue).
I’ll look into it with Royal Mail or the courier service and get back to you within 7 days of receiving your message.
You may also find helpful information on the FAQ page.
What if there is a problem with your order?
I handle every order with care — double-checking personalisation details, adding protective packaging, and verifying contents before dispatch.
Even so, things can occasionally go wrong, and when they do, I’ll do everything I can to make it right.
If your parcel hasn’t arrived, is incorrect, or has been damaged in transit, please contact me as soon as possible.
Include:
- your name, order number, and order date
- a brief description of the issue
- photos of any damage (outer packaging and contents)
I’ll investigate the issue with Royal Mail or the courier and respond within 7 days of your message.
If your parcel was lost or damaged before it reached you, I’ll arrange a replacement or refund as soon as possible and handle the claim with the postal service myself.
If a parcel is confirmed as delivered to the correct address but later goes missing (for example, stolen from your property), please let me know straight away — I’ll still help where I can, but such cases fall outside my control once delivery has been confirmed.
For made-to-order or personalised items, I’ll remake or refund where the error is mine. If the details provided were incorrect, I’ll be happy to discuss a practical solution.
Cancellations, Returns & Refunds
If you’ve changed your mind, aren’t completely satisfied with your order, or have received something faulty or damaged, please email me as soon as possible at sa******@************ft.com. I’ll work with you to find the right solution — whether that means a refund, store credit, or an exchange, depending on the situation.
Your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 are not affected by this policy.
Your Right to Cancel
For online orders, you have the legal right to cancel within 14 days of receiving your order for any reason (unless the item falls under Made-to-Order & Personalised — see below).
If you decide to cancel, please contact me within this period. You are responsible for the cost of return postage unless the item was faulty, damaged, or incorrect.
Once we’ve agreed on the return, you must send the item back within 14 days of confirming your wish to cancel. The goods should be in their original condition — unused, unaltered, and ideally in the original packaging.
When I’ve received and inspected the return, I’ll process your refund within 14 days.
Refunds & Exchanges
- Refunds will include the standard delivery charge (if one was paid).
- Refunds will take into account any discounts or promotional offers applied at the time of purchase.
- Return postage is covered by you unless the item was faulty, damaged, or incorrect.
- If we agree on an exchange, the replacement item will be sent to you at no additional cost.
- Refunds will be issued to your original payment method, unless you prefer store credit.
Made-to-Order & Personalised Items
Because these items are created specifically for you based on your instructions, standard cancellation rights do not apply once work has begun and you’ve approved the design.
If you need to make changes or have concerns, please contact me straight away — I’ll always do my best to help.
Faulty or Damaged Goods
If your order arrives damaged or faulty, please contact me as soon as possible with photos and your order details. I will arrange a replacement, repair, or full refund, including any return postage, at no cost to you.
Workshops
Bookings
All workshop places must be paid for in full at the time of booking.
The workshop price always includes:
- Tuition,
- Use of the venue,
- All materials, and
- Use of the tools needed to complete the project.
Some workshops may also include tea, coffee, and cake, or extra materials to take home — please check the individual workshop description for full details or email me at sa******@************ft.com if you’re unsure.
Refunds & Cancellations
A full refund will be given for cancellations made at least 7 days before the workshop date.
For cancellations made less than 7 days before, a £10 fee will be retained to cover materials and administrative costs.
If I need to cancel a workshop for any reason (including not reaching the minimum number of participants), a full refund will be issued.
These terms apply only to workshops booked directly through The Frog in the Craft.
For workshops booked through partner venues or third parties, please check their own refund and cancellation policies.
Transfers & Substitutions
If you can no longer attend a workshop, please let me know as soon as possible.
Where space allows, I’m happy to:
- Transfer your booking to another workshop date, or
- Substitute another participant in your place (a friend, family member, or colleague).
There’s no charge for transfers or substitutions, provided I’m notified before the workshop date.
If the replacement attendee has different needs or skill levels, please let me know so I can make sure they get the best possible experience.