General Consumer Rights
What are my rights if the product is faulty?
Under the Consumer Rights Act 2015, if your product is faulty, you have the right to a full refund. Contact me within 30 days of receiving your item. Please provide as much information as possible, supported by photos and/or videos if relevant. Please note that I may use this information as part of my feedback to the manufacturer. After 30 days, you may be eligible for a repair or replacement.
What if the product doesn’t match the description?
If the product does not match the description provided in the listing, you are entitled to a full refund. Please contact me within 30 days of receiving your item to arrange a return and refund. Please be aware that this does not include colours discrepancies (i.e. the colour does not match exactly the real product). Refer to the Colour Disclaimer page and the item description for more details.
How long should my product last?
Both handmade and 3rd party products are made to be of satisfactory quality and last a reasonable amount of time, providing that care and usage instructions (where relevant) are followed. If your item does not meet these standards, please contact me to discuss a repair, replacement or refund.
What should I do if my item is damaged or defective?
If your item arrives damaged or defective, please contact me within 30 days for a full refund or replacement. Ensure you provide as many details as possible. including photos of the damage for our records.
Can I return an item if I change my mind?
Yes, you have the right to return an item within 14 days of receiving it if you change your mind. Please contact me for more details on how to proceed. Do not return the item without contacting me first. You will then have another 14 days to send the item back, once the return procedure starts. Please note that return postage costs are your responsibility.
Are there any items that cannot be returned if I change my mind?
Custom-made or personalised items are not covered under the Consumer Contracts Regulations for returns if you change your mind. This includes items specifically tailored to your requirements. However, if the item is faulty or does not match the description, you are entitled to a refund or replacement.
How do I make a complaint or contact you for support?
If you have a complaint, please contact me with your order number and details of the issue. I aim to respond to all emails within 24hrs and to resolve complaints promptly and efficiently. Providing detailed information helps me address your concern more effectively.
Postage & Delivery
What type of packaging do you use?
As an e-commerce business owner, I thrive to minimise the impact that my business has on the environment. Therefore, wherever possible, I will use recycled, recyclable, reusable, compostable or biodegradable packaging.
Where do you ship to?
I ship to Great Britain (GB), U.S.A, Australia and New Zealand.
Please note that, due the new custom regulations since the repeal of the De Minimis rules in the U.S.A on 29th August 2025, not all products that you can browse for on this website are available for US export. For more information, please contact me.
If you are an international customer, I would recommend for you to contact me before you place your order, so that I can give you the exact cost of shipping before you buy. This might be particularly useful if you are ordering from the USA so that I can let you know the new customs fees costs.
Sadly, since 13th December 2024, due to the new GPSR regulations, and the costs involved in the adjustments required, it is not permissible anymore for me to offer, sell and ship my products to any customers located in the EU or in Northern Ireland.
However, other international shipping shipping destinations are also available through orders placed in my Etsy shop, here: https://thefroginthecraft.etsy.com . The destinations are Canada, South Korea and Japan.
Via which postal services will my order be sent?
All orders using the standard shipping method are sent via the Royal Mail Tracked 48 service, and all orders using the Express shipping method are sent via the Royal Mail Tracked 24 service. Tracked 48 may not always be the fastest but I have found it to be the most reliable and the best value for money. When free postage is offered (i.e. special offers, voucher codes or order over £50), postage is arranged via the Royal Mail Tracked 48 service.
What should I do if I think I won’t be in when it is delivered?
At the time of ordering, you may leave a message in the message box at check-out to ask me to instruct the Royal Mail to deliver to your safe place (i.e. enclosed porch, behind the bin, with a neighbour, etc).
Also, the Royal Mail will be emailing you tracking details as your order travels through their network. Once they have the details, they will let you know when they expect to deliver your order. The email they send will also give you the opportunity to instruct them of what to do if you are not in when they deliver.
What should I do if my item hasn’t arrived yet?
If your item hasn’t arrived within the expected delivery time that the Royal Mail indicated, please contact me. I will investigate with the Royal Mail and update you on the status. If the item is lost, I will arrange a replacement or refund. Please note that the Royal Mail also has certain guidelines when it comes to delays which I need to work with as well. I will let you know details as I get them from the Royal Mail.
What should I do if my item has been stolen from my safe place?
If you have designated a safe place for delivery and the item is stolen from this place or from your property, unfortunately, I cannot be held responsible.
However, I would recommend the following steps:
- check with neighbours or around the delivery area to make sure that it wasn’t delivered elsewhere or moved by an animal or the wind.
- enquire with your postman or your local delivery office for more information on the delivery. Have they included a photo on the proof of delivery.
- if you have one, check your cctv camera or doorbell camera footage for clues or maybe even the neighbours’ camera footage.
- contact the police to report the theft and get a crime number. This will help with making a claim with the Royal Mail or with your payment method’s insurance (bank or credit card for example).
For future orders, please consider using a more secure delivery location.
If you require a replacement, you will need to place a new order. However, if you have a crime number or can let me have any evidence, I will offer you a discount for the replacement order.
What if I need my item to be sent via a different courier than the Royal Mail?
If for whatever reason, you require me to use a different courier other than the Royal Mail, please contact me before placing your order to ensure that the courier service in question is available to me and so that I can send you a quote for shipping costs. Please note that InPost, Evri and Yodel are the three most accessible services in my area.
Still have questions, or couldn’t find the information you were looking for? Please refer to the Shop Policy page, the Colour Disclaimer page, or contact me directly.