Return and refund policy

 

You are always welcome to return or exchange your purchased item if it is not right for you or if it is faulty or damage. This item must be returned to the below address in its original condition (in the condition you received it).

 

If the item you received is not right for you

Fill out your return form correctly for the product you are returning, explain the reason for the return, and indicate if you are waiting for a refund or would like an exchange.

Repackage the item in the original box and packaging. We won’t be able to process your refund if we receive an item damaged because the packaging you used was insufficient.

Take your parcel to any Post Office and obtain a tracking number – this will speed up the process and will legitimize that your parcel is on its way back to us.

The address for returns is:

Novaug LTD T/A Vive la Frog!

44 Normandy Rd Worthing BN14 7EA - UK

The shipping cost for the returned items is paid by you. We will only compensate the shipping charges in case of returning damaged item.

 

If your order has arrived damaged

We are sorry that you received a damaged item.

Please advise us as soon as possible and send photos of the damage to hello@vivelafrog.com

Return this item to us as soon as possible so that we could process the refund.

Please bear in mind that all items are inspected on return.

Because our lampshades are one-off creations, we are unfortunately not in a position to offer a replacement if your lampshade has arrived damaged.

If your lampshade has reached you damaged, please send it back as soon as possible so we can refund you.

For any other item, we will refund you in full (including postage back to us) or replace the item and send it to you for free (if it is still available from our stock).

 

If you did not receive the correct item

We are sorry that you received an incorrect item.

Please advise us as soon as possible and send photos of the item you received to hello@vivelafrog.com

Fill out your return form correctly with your order number, the product you are returning, the reason for the return, and indicate if you are waiting for a refund or would like an exchange.

Return this item to us as soon as possible so that we could process your exchange/refund and send you the correct item if you still want it and if it is still available.

Please note that Vive la Frog! shall not be liable if you received an incorrect item and if the original item you wished to buy has been purchased while we process your exchange. In such a case, you will receive a full refund (including shipping costs to you and back to us).

Please bear in mind that all items are inspected on return and no refund will be granted if an item has been received incorrectly packaged and damaged.

 

How to return an undamaged item received in error

Repackage the item in the original box and packaging.

We won’t be able to process your refund if we receive a damaged item due to the use of inappropriate packaging on your part.

Take your parcel to any Post Office and obtain a tracking number – this will speed up the process and will legitimize that your parcel is on its way back to us.

We will not be able to process a refund if we do not receive the item back and you cannot provide us with a tracking number.

The address for returns is:

Vive la Frog!

44 Normandy Rd Worthing BN14 7EA - UK

The shipping cost for the returned items is paid by you. We will only compensate the shipping charges in case of returning damaged item.

 

What Happens Next

We’ll send you an email as soon as we’ve received your return in its original condition.

Your item will then be inspected, and we will process your return.

If the condition an item has been returned in is inappropriate (e.g. tags have been removed, the fabric is stained or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and no refund will be issued. In such a case, we can send you back the item, at your cost, or dispose of it as we see fit.

If the item has been returned to us in its original condition, you will receive compensation within 10 business days depending on the payment method you used for purchasing the returned item.

If you paid by credit/debit card, we will refund the balance of your credit/debit card.

If you paid using PayPal, we will refund the balance to your PayPal account.

 

Returning a damaged/faulty item

We are sorry that you received a damaged or faulty item.

Please advise us as soon as possible and send photos of the damage to hello@vivelafrog.com

Return this item to us as soon as possible so that we could process the refund.

Please bear in mind that all items are inspected on return.

 

Returning an incorrect item

If one of the items you received isn't what you ordered, please send it back to us, and once inspected, we will issue a refund or send you the correct item.

 

Refunds/Options if we replace an item

We will replace the damaged/incorrect/unsuitable item with another one of the same value.

We will replace the damaged/incorrect/unsuitable item with another one of a higher value if you pay the difference in price.

We will replace the damaged/incorrect/unsuitable item with another one of a lower value and refund you the difference in price.

Although you are free to choose preferred compensation, we reserve the right to change the list of available compensation options depending on the items returned, customer location, banking