Delivery & Returns
Rainfrog is a small company with big ideas. We hope to grow responsibly. Right now, we can’t claim to be 100% environmentally friendly (who can?!) but we genuinely put a great deal of thought into our choice of products and the way in which we run our business. Your Rainfrog purchase will arrive safely wrapped in recycled packaging or a shiny new 100% degradable, re-usable envelope.
Your Rainfrog purchase will be sent to you within one working day of us receiving your order and confirmation of payment. Sometimes you will be offered free postage and packing as part of a promotion. With some of our partner companies we also include free delivery. For products that we stock, we currently use either Royal Mail recorded/signed for (1st or 2nd) or a courier service (UPS).
Rainfrog Returns Policy
We hope you’ll really like your goods but if for any reason you are not happy with your Rainfrog purchase we will happily exchange or refund your order. However, all goods must be returned to us unwashed, unworn other than for trying, with tags, in their original condition and packaging, within 7 working days of the applicable notice period. (See below for more details). Our return address is Rainfrog, 125 Sackville Road, Heaton, Newcastle upon Tyne, NE6 5TD.
If we’ve sent you the wrong thing:
Oops! We’re really sorry. Please contact us explaining what we’ve got wrong within 14 days of receiving your parcel . We’ll then get in touch with you to let you know how to send the product(s) back. When we get your goods we will of course reimburse all your postage costs. Any replacement will be sent to you at no extra cost to yourself.
If you’d prefer a different size, pattern or product:
We’ll exchange it for you! Contact us within 14 days of receiving your goods by e-mail or letter. We’ll then get in touch with you with details of how to return your product(s) and we will arrange an exchange. You will normally need to pay for both the original delivery, return and re-delivery costs. If we are unable to offer you an exchange, we will give you a refund or credit note (your choice) – covering the cost of the product(s) and any basic outgoing postage costs. If you paid for an enhanced delivery service (e.g. Next Day Delivery) we will only refund the basic cost.
You’ve changed your mind and want a refund:
As a Rainfrog customer you have the right to cancel your order for any reason after the goods have been delivered and ask for a refund. You must let us know within 14 days of receiving the goods, by letter or e-mail. Goods must then be sent back to us within 14 working days of us receiving your request. As soon as we receive the product(s) you will be refunded the value of the goods you ordered and the original postage. You will usually be responsible for any return costs.
Damaged or faulty goods:
If, when you open your parcel you find your goods are faulty or have been damaged in transit, please contact us IMMEDIATELY. We will ask you to return the goods and either offer you a full refund or organise a replacement. This is in addition to your statutory rights.
When sending goods back we recommend you use a recorded delivery service as we can’t be held responsible for goods that go missing en route. Some companies offer free postage for returns but we are a small business and at the moment we just can’t afford to do this unless we increase our overall prices. We prefer to be transparent about our costs and unless otherwise specified, or we have made a mistake or the product’s faulty you will need to pay return costs. We reckon that it’s just like returning goods to a high street shop – you don’t get your travel costs or parking charges reimbursed. (When we are rich and famous we should be able to help all our customers out a little bit more!). Please note that any refunds for goods or postage will be made via Paypal or by cheque.
Wellie boot returns (Evercreatures):
We are currently selling adult wellies from our friends at Evercreatures. Buyers of these products are covered by their returns policy.