We want you to be completely happy with our products and, in the unlikely event that you are not, we will refund any items provided they are returned to us in re-saleable condition, with intact frisky frog tags and/or labels and clean, unmarked gift packaging, within 14 days of receipt. You must first obtain a Returns Authorisation Code.

Please note that personalised items are excluded from the above refund guarantee and will only be accepted for refund if they are faulty.

Returned items should be addressed to our administration office at frisky frog, 14 Napier Road, Maidenhead, Berkshire SL6 5AW. Please notify us by email to mail@friskyfrog.co.uk , quoting your name and the order receipt ID (shown on your payment receipt), or Transaction ID (shown on your dispatch confirmation email), if you are returning an item to us. We will supply you with a Returns Authorisation Code and will also request that you enclose a copy of your delivery note with your returned item. This helps frisky frog to process your refund in a timely manner.

When returning goods, we recommend using Special Delivery for any jewellery items and a Recorded delivery service for all other goods. You should in any event obtain a completed Certificate of Posting free of charge from the Post Office and note that frisky frog cannot be held responsible for anything that is lost or damaged in transit on its return to us.  Return delivery costs and arrangements are at the customer's own expense unless goods are deemed faulty or substandard.

Postage and packing charges are not refundable. Where non-faulty goods are returned when the original order qualified for free postage and packing and the total order amount is reduced to less than the free postage threshold, refunds will be given less the £1.00 postage and packing charge.

For hygiene reasons, earrings may not be returned unless faulty.

Any refunds due are usually processed within one working day and will, in any event, be processed within a maximum of 14 days and paid to the account used to pay for the relevant order at the time of purchase. We are not able to process a refund to a different account or payment card at any time.

This does not affect your statutory rights, in relation to faulty or misdescribed goods, details of which can be obtained from Consumer Direct (the Government's consumer advice helpline) or your local Trading Standards Office.

Damages

We package your orders with the utmost care and attention to ensure that they reach their destination in the perfect condition in which we would like them to be received. However, in the unlikely event that a damaged item is delivered, please notify us in writing, quoting your Order Receipt ID or Transaction ID to mail@friskyfrog.co.uk within 24 hours of receipt.  We will advise you on how to return the item to us and will provide you with a Returns Authorisation Code which you must quote when making the return.

If the outer packaging of an item is clearly damaged please make a note of this on the paperwork if you are signing to accept a delivery. Please do not dispose of any damaged packaging as we may ask you to return it to us so that we can make a claim against our carrier.