Have a question about any of our products or services? Our Frequently Asked Questions provide quick answers to most of the questions you may have when shopping with us. However, if you can’t find the help you need here, we will be happy to answer any questions, email us at email@example.com or via choose an alternative method from our contact page.
Placing an Order
Are there any alternative methods in placing an order?
We also accept orders over the phone and via social media and email if you prefer. Once you’ve contacted us all we have to do is send you an electronic invoice through PayPal.
Do I need an account to place an order?
There is no need for you to create an account. To continue with your order simply proceed to checkout and fill in your details. You will be guided to PayPal, our secure payment merchant, to make your payment.
What if I don’t have a PayPal account?
That’s not a problem. We can still process your order without a PayPal account. When directed to the PayPal payment page, simply choose ‘Guest’ or, if you’d prefer, you can ‘Sign Up’ to create a PayPal account. Upon successful completion of your payment you will be returned to the Rainfrog confirmation page.
We will also accept cheques and as soon as they are cleared we can send your goods out to you – but remember to speak to us or email us first to check we have your item in stock.
Why did my order get cancelled?
Your order may be cancelled due to a number of reasons, which may be out of our control. However, if your order has been cancelled after 90 minutes of placing an order, this could be due to the order being unpaid. If your order did get cancelled and the reason is ‘Unpaid Order’, please replace your order as usual or contact us at firstname.lastname@example.org, so we can help you with your order.
What if an item is out of stock?
All items are subject to availability. If an item that you have ordered is out of stock we will try to contact you by phone or via email. If we cannot contact you, we will place your order on hold until we have heard from you. In the unlikely event that we are unable to fulfil part or all of your order we will of course issue you an immediate refund.
Can I change my order?
Of course, but an order can only be changed before it has been sent out to you. Please contact us at email@example.com to change your order. If you change your mind after your order has been sent, you will need to return the item before we can arrange a refund or exchange.
What are the available delivery options?
Our standard method of delivery is by Royal Mail’s Second Class Signed For Service. If you require First Class or Next Day Delivery please contact us before making your order so we can arrange this for you.
Do you ship worldwide?
Yes all of our products can be shipped worldwide except our waterproofing and cleaning items. Please contact us before making your order so we can arrange this for you.
My item hasn’t arrived
As soon as the Royal Mail posties have your order we will issue you with a reference number. This allows you to track your parcel via their Track and Trace Service. We’d love your product to arrive on time and in our experience Royal Mail do manage to deliver when they say they will. However, once we have posted your item it’s in the Royal Mail’s hands (and mail bags, and vans). In the unlikely event you haven’t received your order within 7 working days please contact us at firstname.lastname@example.org and we’ll try to help you chase it up. For international deliveries please allow 15 working days for your item to arrive.
Will my order be affected when ‘Rainfrog is on holiday’?
Orders placed between the dates specified on the website, will be processed within 1 working day after Rainfrog is back to work. Orders are still accepted during a Rainfrog holiday. However if you change your mind, please email us at email@example.com so we can issue you with a refund before processing your order.
Returns and Refunds
Do you accept returns?
Yes we do accept returns, please visit our delivery and returns policy for full details.
How do I cancel an order?
When will I receive a refund for an item I have returned?
Once we have received and checked the item, we will process your refund within 1-3 working days. Online refunds are processed through PayPal. We will email you as soon as we have actioned your refund. PayPal refunds can take up to 5-7 working days to show up in your account. Refunds can only be paid into the account you initially used to pay for the item.
We pride ourselves on our customer service and hope you are happy in all your dealings with Rainfrog. We would expect to be able to resolve any complaints directly with you. However, if you are not happy with the service you have received from Rainfrog then please be aware that you can contact The Retail Ombudsman, an independent, impartial organisation that endeavours to resolve consumer disputes.
Why do you process payments via PayPal?
We at Rainfrog believe PayPal is a secure and reliable service to process payments through our website.
What online security measures have you got in place?
We use SSL encryption to ensure your data is kept safe in all transactions. To see our certificate, click on the padlock icon within the web address bar and select ‘Show Certificate’. Rainfrog does not have any knowledge or record of your card or bank account details anywhere in our system.
If you have any concerns or if you would like any of your personal details (e.g. name, address, telephone number) to be deleted from our records just get in contact with us at firstname.lastname@example.org.
Are my details safe?
Who is Rainfrog?
Rainfrog is…. Visit our About Section.
How do I contact Rainfrog?
Do you price match?
Yes we do. For full terms and conditions and to submit a Price Match enquiry please visit our Price Match section.
What does ‘Rainfrog is on holiday’ mean?
Rainfrog sometimes needs a little holiday from time to time, so to ensure you know of any delays to your orders we display a website message outlining the date when orders will be fulfilled. An alternative message will be used when conducting essential maintenance.
Can you stock …?
We love to hear about your ideas and suggestions. Contact us at email@example.com if there’s something you think we should be offering.
I cannot process my order.
Please contact us at firstname.lastname@example.org with the error message and your details, to ensure we can resolve your problem and process your order. Or if you prefer to speak to a human during office hours Tuesday – Friday 9am to 5pm just give us a ring.
I get an error message at the checkout.
Please contact us at email@example.com with the error message and your details, to ensure we can resolve your problem and process your order.
PayPal will not accept my payment.
Please try to clear your internet history and delete cookies, then continue with your order. If the error continues, please contact us at firstname.lastname@example.org with the error message and your details, to ensure we can resolve your problem and process your order.