Returns & replacements
Unfortunately at this time we are unable to offer free return postage or reimbursements on postage. Items are to be returned at the cost of the customer unless we have sent the wrong item or it is faulty. Please contact us if you have received the wrong item or any faulty items at firstname.lastname@example.org
Any items being returned must be received by us within 28 days of your receipt. Items must be returned in a clean and unused condition, in the original packaging and with labels attached. Please ensure you use a tracked service as we cannot take responsibility for any items lost in the post.
Please return to the following address:
FAO Country Frog
At Country Frog we want to ensure that you have a pleasurable shopping experience. If your order doesn’t meet expectation once it has arrived we offer a transparent returns policy. You can buy with confidence knowing we will refund or exchange your items as long as it is returned unworn/unused with all swing tags and tags and in its original condition within our returns period. In alignment with the Consumer Contract Regulations our returns period for a refund/exchange is to notify us within 14 days of receiving your purchase and returning products within 28 days unless otherwise stated. Unless your item was ordered in specially (including customised boots or helmets) then unfortunately we are unable to accept this return please ensure you have the correct size/style at the time of ordering.
Unfortunately we are unable to accept returns on any customised/specially ordered items (including products designed on configurators). Please ensure you have the correct style/size at the time of ordering as these will not be able to be changed once ordered. If you have any questions or queries regarding any items or sizing please contact us we’re happy to help!
If you believe an item is faulty, please contact the Customer Service Team on 01254 267967 or contact us here.
In the unlikely event that the item you received is not what you originally ordered please contact Customer Services as soon as possible and within 2 days of receipt, we will then advise on how to proceed with the return. We will cover postage costs for our error.
Country Frog doesn’t offer refunds on goods purchased through the showroom or at shows. We are pleased to offer an exchange or credit on any items purchased, provided they are accompanied with a valid receipt or proof of purchase and returned within 5 days of said purchase, complete with original sales ticket and in their original condition, unworn, unmarked and with any and all original packaging.
This returns policy doesn’t apply to sale or discounted items.
This policy does not affect your right to claim a refund or replacement against faulty or misdescribed goods.
We endeavour to process authorised refunds as quickly as possible, however please allow 10 working days for any refunds to appear back on your original payment method. Further time may be required dependant on your bank or payment methods process time.
When an item is ‘customised’ it needs to be unique to you. With this is in mind please get in touch with our designated brand ambassadors & we will endeavour to not only meet but surpass your expectation – call 01254 267967 or click here.
When have a general size conversion guide here but each brand usually has the/air own version of fit, but don’t worry we are here to help and know our products in depth. Let us know your normal fit & we will advise on the individual brand you are looking for. Call 01254 267967 or click here for more information.
Personal shopping is our expertise. Let us know what you are looking for & we will give you as many options as possible!
Use his or her address as the delivery address for your order & specify in the notes section before you checkout that it is a gift. We will do our best to wrap the products as a gift & include a gift receipt.
Click ‘My Account’ in the right-top corner of your screen. Once you’re at the log in page, click the ‘forgot password’ link and enter your email address. We’ll email you a link to your email address to reset your password. If you do not receive the email, please check your junk and spam folders. If you still can’t find it, please contact us and our web team will assist.
If you have any issues with our website please let us know as soon as possible. When reporting an issue, please provide the following information to assist our web team in fixing the issue:
- Issue details
- Web browser details (e.g. Chrome, Internet Explorer, Firefox, Safari, Edge)
- Device details (e.g. mobile, PC, Mac)
Need it tomorrow? Items are indicated as in stock when you select your item. Provided you order before midday it can arrive next working day. We will do our very best to get each product out to you as quickly as possible!
Shipping is £4.95 including VAT to most of the UK mainland.
For orders over £50 Shipping is free of charge*.
*Price includes VAT and is only available to England, Wales and southern Scotland.
Shipping is £24.95 inc VAT.
Orders over £70 can be shipped out at a discounted price of £16.95*.
Northern Ireland and Channel Islands, Isle of Man, Scottish Highlands and Islands.
We are happy to ship abroad, however please be aware that you are personally liable for any import duty. Should you refuse delivery because of the import duty you will be liable for all incurred shipping costs.
International delivery starts from £20.
Orders shipped outside of the United Kingdom may be subject to import taxes, customs duties and fees levied by the destination country. All customs, duties and taxes are to be paid by the recipient. In addition, if shipments are refused by recipient, return shipping charges will be incurred. Original shipping charges will not be refunded. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Please note shipments may come from our partner company F Phillips Co Ltd. / Phillips Office Supplies / Phillips Business Solutions.
Payments & Transactions
If ordering & shipping to a different address than your billing address it is important to input the address to which your credit card is registered in the Billing info.
We only use secure payment systems – we don’t store and can’t access your card details. All Credit and Debit card payments are made over a secure server, so you can shop with the confidence of using one of the World’s leading secure payment providers.
Once you’ve added the items to your basket, go to your basket, and enter your gift voucher code in the “Vouchers & Promo Codes” box. Once you’ve entered your code, this will deduct the amount of voucher credit you have from the order total. If you are having problems, please contact us and we will be happy to help!