Shipping and Refund Policies
TJFrog aims to take orders to the local Post Office within 3 – 5 working days once payment is received. Please note we live in a rural area and there is only one daily post taken at 1230 and only one person is able to be in our post office at anyone time under current COVID-19 restrictions.
All orders will be despatched Monday to Friday, except Bank Holidays in Scotland, when it will be dispatched the following working day.
On the few occasions where this cannot be met, an advanced notice will be placed in the shop to inform your purchase.
Royal Mail UK Standard and International Standard are used – these are not tracked services. If you require a tracked service please contact us via the contact page.
Postage & Packing
All delivery charges include postage & packaging and are charged at a flat rate.
Please ensure you select the correct shipping zone on the drop down menu.
The relevant flat rate will be charged depending on the product content.
Delayed or Missing Products
There are still some disruptions around the world with postage. If you want to check the current situation with your location please have a look on the Royal Mail update page.
TJFrog cannot accept responsibility for any delays resulting from delivery method.
You have a responsibility to ensure the correct address is supplied to us at checkout. TJFrog will not accept responsibility for parcels which are lost or delayed due to incorrect address information.
All UK parcels should arrive within 1 – 3 days after despatch. A certificate of posting will be obtained for each parcel sent although this does not provide a tracking service.
Please check at your Post Office, Delivery Office or neighbours to ensure your parcel has not been returned to the Delivery Office or left at another address in your absence.
If your order has not arrived 10 working days after the due date (the period after which Royal Mail will consider post to be lost) please contact me using the form below.
Europe, USA & Rest of World:
All parcels normally arrive within 7 working days may currently be taking much longer for some locations.
If your order has not arrived 20 working days after due date, for Europe and 30 working days after due for USA & Rest of the World (the period after which Royal Mail will consider post to be lost) please contact me using the form below.
TJFrog is unable to offer a refund during the periods outlined above until the matter has been fully investigated.
Where products for delivery outside of the UK are subject to import taxes and duties, you will be responsible for these. TJFrog is not liable for any import duties or taxes. Please note we have no control over these charges. If you would like further information please contact your local customs office before placing an order. Please also note you must apply with all applicable laws and regulations of the country for which the products are destined. TJFrog is not liable for any breach by you of any such laws.
All goods dispatched by TJFrog will be annotated with the exact enclosed products.
It is our aim to ensure your TJFrog products arrive safely and you are happy with your products.
If your item is faulty contact TJFrog in writing, via email or the contact page within 21 days of dispatch.
Faulty goods must be returned in their original packaging with your name, address, telephone number and order details. Kits must be unopened.
Returned products, where we agree it is faulty, will be refunded to you in full or exchanged for another item. Your postage for returning the item will also be refunded.
TJFrog is unable to refund or exchange earrings for hygiene reasons or any item damaged in transit
Under the distance selling regulations you have a right to cancel your order up to 14 days from delivery of goods. Please note this does not apply to goods worth £42 or less.
Where items have yet to be dispatched, on receipt of a cancellation notice via email, a full refund will be made.
Where the order has already been dispatched you will be responsible for returning the item to us, in the original specific presentation packaging, and for paying the postage to return the items. Kits must be unopened. The refund will be made within 14 days of receipt of the product.
Refunds will be made by the same payment method you used to purchase the products. You will be responsible for all postage costs unless the item is deemed faulty.
Please note many of our products are made from limited hand-dyed yarn, where on some occasions only one skein in that colour existed. In this instance an exact replica may not be available and an alternative will be offered.