Refund & Return Policy

At Frogloom, we want you to love the pieces you choose and enjoy every part of your shopping experience. If something isn’t quite right with your order, we’re here to help.

Returns

We want you to love what you get! If your item arrived damaged or incorrect, contact us within 5 days of delivery with a photo or video as proof — we'll arrange a refund or reship right away.

To be eligible for a return, your item must:

• Be in the same condition in which you received it.

• Be unused and show no signs of wear.

• Be returned in its original packaging, where applicable.

• Include all original accessories, tags, and components.

• Be accompanied by proof of purchase or your order number.

Items that do not meet these conditions may not be eligible for a refund.

Running a little late? No problem. We'll still review claims reported up to 14 days after delivery.

 

How to Request a Return

To request a return, contact us at:

support@frogloom.com

Please include:

• Your order number.

• The reason for your return.

• Clear photos or videos if the item arrived damaged, defective, or incorrect.

If your return is approved, we will provide you with the return instructions and the appropriate return address.

Please do not send items back without contacting us first. Returns sent without prior authorization may not be accepted.

Return Shipping Costs

For standard returns or change-of-mind returns, customers are responsible for return shipping costs unless otherwise required by applicable consumer law.

If you receive an item that is damaged, defective, or incorrect, please contact us so we can review the issue and provide an appropriate solution.

Original shipping charges are generally non-refundable, except where required by applicable law or where the return results from an error on our part.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, or different from what you ordered, contact us as soon as possible at support@frogloom.com.

Please include your order number along with clear photographs or videos showing the issue.

After reviewing your request, we may offer an appropriate solution such as a replacement, reshipment, or refund, depending on the circumstances and applicable consumer rights.

Non-Returnable Items

Certain items may not be eligible for return, including:

• Items that have been used, worn, altered, or damaged after delivery.

• Personalized or custom-made products where applicable.

• Gift cards.

• Items damaged due to misuse or improper handling.

• Items returned outside the applicable return period.

Some products may also be excluded from return where permitted by applicable law. Any product-specific return restrictions will be clearly indicated where applicable.

Please contact us before returning an item if you are unsure whether it is eligible.

Exchanges

We currently do not offer direct exchanges.

If you would like a different item, you may return the original eligible item and place a new order separately.

European Union — Right of Withdrawal

If applicable EU consumer protection laws apply to your purchase, you generally have the right to withdraw from an eligible online purchase within 14 days of receiving the goods without providing a reason, subject to applicable exceptions.

To exercise this right, contact us within the applicable withdrawal period.

Unless otherwise required by law or the return is due to an error on our part, the customer may be responsible for the direct cost of returning the goods, provided this has been disclosed before purchase.

Certain statutory exceptions may apply, including, where applicable, goods made to order or clearly personalized and other categories excluded under applicable consumer law.

Nothing in this policy is intended to limit any mandatory consumer rights available to you under applicable law.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow up to 10 business days after approval for the refund to be processed. Your bank or payment provider may require additional time before the funds appear in your account.

If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at:

support@frogloom.com

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We will try to accommodate cancellation requests before an order has been processed or shipped. However, we cannot guarantee that an order can be cancelled once fulfillment has begun.

If the order has already shipped, the applicable return procedure will apply.

Any mandatory cancellation or withdrawal rights available under applicable consumer law remain unaffected.

Incorrect Shipping Addresses

Customers are responsible for providing an accurate and complete shipping address when placing an order.

If you notice an error in your address, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has been processed or shipped.

Additional shipping costs resulting from an incorrect or incomplete address provided by the customer may be the customer's responsibility, where permitted by applicable law.

Orders Marked as Delivered

If tracking shows your order as delivered but you cannot locate it, please:

1. Check around the delivery location.

2. Ask members of your household or neighbors where appropriate.

3. Check for any delivery notice.

4. Contact the carrier for additional delivery information.

5. Contact us if you still need assistance.

We will review delivery issues on a case-by-case basis. Nothing in this section limits any rights you may have under applicable consumer law.

International Shipping Delays

International orders may occasionally experience delays due to circumstances such as:

• Customs processing.

• Border inspections.

• Carrier delays.

• Severe weather.

• High-volume shipping periods.

• Other circumstances outside our reasonable control.

Estimated delivery times are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

Contact Us

For questions about returns, refunds, damaged items, or order issues, please contact:

Frogloom Customer Support
Email: support@frogloom.com