Delivery And Returns

Delivery

All UK orders will be sent by Royal Mail, with the exception of the 3 Sprouts Storage range which will be sent by My Hermes, and we endeavour to dispatch all orders within 48 hours. Your order will be dispatched as soon as your payment has been approved and your delivery/billing address has been verified. This does not apply to personalised items which are made to order. The dispatch time for these items is stated in the product description.

Delivery costs are as follows:

UK Standard Second Class/My Hermes Delivery – Free
Royal Mail aim to deliver 2nd class packages in 2-3 working days, although please allow up to 5 working days. My Hermes aim to delivery parcels within 2-4 working days and require a signature.

UK First Class Delivery – £1.95
Royal Mail aim to deliver First Class packages on the next working day, although please allow up to 5 working days.

UK Next Day Special Delivery – £6.95
Available on orders placed before 12pm. Delivery is guaranteed to arrive before 1pm the next day. This service is only available for deliveries on Monday to Friday.

UK Saturday Delivery – £10.95
If you place your order on a Friday by 12pm and require your order to be with you on the Saturday then please select this option.

Delivery to Europe – £4.95
Royal Mail Airmail. Royal Mail aim to deliver Airmail packages to European destinations within 5 working days.

Delivery to Rest of the World – £8.95
Royal Mail Airmail. Royal Mail aim to deliver Airmail packages to International destinations within 5-10 working days.

Free standard delivery for UK orders over £30.

Direct Gift Delivery

Gifts can be delivered directly to the person of your choice. Just fill in the name and address of the recipient in the ‘delivery address’ space at the checkout stage and  state in the Order Notes section that you would like to have the invoice sent to you at the billing address rather than with the parcel.

Order Confirmation

After placing an order, you will receive a confirmation email. You will also receive an email notification when your order has been dispatched. If you do not receive any emails then please contact us at sales@freckledfrog.co.uk. It may mean that there is an error in the email address you gave us or that the email is caught up in your spam or junk mailbox.

Lost or Delayed Items

If your items are lost or delayed, please email us at sales@freckledfrog.co.uk quoting your order number and we will do our best to investigate for you.

Customs Information

We are unable to calculate and are not responsible for any customs or import duties levied when the goods arrive in your country. Delays may occur in customs which effect the delivery time quoted and this is beyond our control.

Cancellations, Returns, Refunds and Exchanges

We hope that your product reaches you in great condition. If you think it’s damaged or faulty, please contact us on 01423 547235 or sales@freckledfrog.co.uk and we will work with you to sort things out.

If you wish to cancel your order before you receive our confirmation email, please email sales@freckledfrog.co.uk with “Cancellation” as the subject of your email. If we receive this email in time, we will not send the products to you and will not charge you for the products that you ordered.

If you wish to cancel your order after you have received a confirmation email from us, you will need to wait until you receive the products and then follow our returns procedure.

Under the Distance Selling Regulations, you have a “cooling off period” of seven days from the day on which you receive the products. In this time, you can decide that you do not wish to keep the products. If you decide not to keep them, you must let us know by emailing sales@freckledfrog.co.uk before the seven day period ends and then return the products to us in the same condition as they were received by you. Please note that this does not apply to personalised items.

If a free gift or promotional item was enclosed as part of your purchase then this should also be returned or the retail cost of the item will be deducted from your refund.

Once you have returned the products in unused condition, we will refund the sum you paid for them within 5 working days.
Please note that items are returned at the customers’ expense and we recommend that your returns should be sent by recorded delivery, we will not take responsibility for goods which do not reach us.

Our return address is:
Freckled Frog
81 Dragon Road
Harrogate
HG1 5DB

You will receive your refund credit or exchange order (when in stock) within 5 working days of us receiving the goods. We endeavour to process this as quickly as possible. Your refund will exclude the original delivery charge.