Delivery, Returns & Cancellations

 We want you to feel confident when ordering from Red Frog Designs. The information below applies to orders placed through this website.

DELIVERY

• We currently deliver website orders to England, Scotland and Wales only. We do not currently deliver to Northern Ireland or overseas.
• Most orders are prepared and dispatched within 1–2 working days, Monday to Friday, excluding bank holidays. If a product requires a different preparation time, this will be stated on its product page.
• Standard UK delivery is free and orders are sent by Royal Mail 2nd Class. Royal Mail normally delivers 2nd Class items within three working days after dispatch, although this is not a guaranteed service and delays can occasionally occur.
• Please check that your delivery address is correct when placing your order. If your order has not arrived when expected, please contact us through our Contact Us page.

RETURNS AND CANCELLATIONS

• For non-personalised items, you may cancel your order within 14 days of receiving it. You do not need to give a reason.
• Please tell us that you wish to cancel within this 14-day period. After notifying us, you then have a further 14 days to return the item.
• To request a return, please contact us through our Contact Us page. Include your name, order number, the item being returned and the date it was received. We will reply with the return instructions and return address.
• Please package returned items carefully and return them in their original condition and packaging where possible. You may inspect an item as you would in a shop, but we may reduce the refund if unnecessary handling or use has reduced its value.
• For change-of-mind returns, the customer is responsible for the return postage cost. We recommend obtaining proof of posting.

PERSONALISED AND CUSTOM-MADE ITEMS

• Items made or personalised to your individual requirements cannot be returned simply because you have changed your mind.
• If a product offers both personalised and non-personalised options and you purchased the non-personalised version, the normal cancellation and return rights above apply.
• This does not affect your rights if a personalised or custom-made item is faulty, damaged, incorrect or not as described.

FAULTY, DAMAGED OR INCORRECT ITEMS

• If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible. Include your order number and photographs where helpful.
• We will put things right with a replacement, refund or another suitable solution. Red Frog Designs will cover reasonable return costs if a faulty or incorrect item needs to be returned.

REFUNDS

• Refunds for change-of-mind returns will be processed within 14 days of receiving the returned item.
• Refunds will be made using the original payment method. If you paid for delivery, we will refund the standard delivery charge. Any additional amount paid for an upgraded delivery service is not refundable beyond the standard delivery cost.
• Nothing in this policy affects your statutory consumer rights.