Shipping Carriers and Services:
An Post: Standard Post (if you don't opt for tracking or insurance, please read Standard Post Terms and Conditions below)
An Post: Registered Post with tracking and insurance
Standard Post Terms and Conditions:
Please be advised that Standard Post Service does not include tracking or insurance.
By selecting Standard Post, you are accepting full responsibility for your order. Once your order leaves our facility, we will not be able to track or file a claim in the event the order is lost or damaged. It is extremely important that you understand that if you choose Standard Post, you are agreeing to accept full responsibility for your order once it leaves our facility.
In the event that the order is lost or damaged, Frog in Flames will not be able to offer you any assistance in recovering the cost of the products or a replacement order. Spending the extra for Registered Post is highly recommend, you'll have more visibility of the status of your order as well as insurance in the event it's lost or damaged.
Shipping Cost:
The shipping cost is based on the weight and size of the order. The cost is calculated during checkout or in your shopping cart by clicking on "Estimate Shipping & Taxes". Order shipped outside of the EU may incur Taxes and/or Customs Fess that are the responsibility of the customer.
If you should have any questions, please contact us from our contact page.
Shipping Cut-Off Times:
We aim to ship all orders placed Monday to Thursday within 48 hours; orders placed Friday, Saturday, Sunday or a bank holiday will be shipped the next working day.
Transit times:
Please note that these times are approximate and can take longer during holiday seasons and bad weather conditions
An Post:
Ireland and Northern Ireland: 1 to 3 working days (EXPECT DELAYS DUE TO COVID-19)
UK: 3 to 5 working days (EXPECT DELAYS DUE TO COVID-19)
EU: 3 to 9 working days, depending on your country (EXPECT DELAYS DUE TO COVID-19)
Rest of the World: 6 to 14 working days (EXPECT DELAYS DUE TO COVID-19)
Tracking:
Orders shipped by An Post "Registered", will have a tracking number and can be tracked at one of the links below. Once your order is shipped, you will receive an email with the carrier used and the tracking number.
An Post - www.anpost.ie, once your package is in your country, you can track the shipment from your Post Carrier, please use the same tracking number.
Please Note:
We will ship your order to the address as you enter it, and we can not accept any liability for late or failed delivery if the quoted address is incorrect, so please be careful when entering delivery address details.
What to do if parcel is damaged?
At the time of shipment delivery, the recipient’s obligation is to evaluate shipments outer packaging.
At the presence of courier – if you notice that:
1. Parcels outer packaging is damaged or shows any signs of being opened - point it out to courier and inform that you want to check the content of the shipment. Sign for receiving your shipment and along with courier carry out shipment content evaluation. If the content of shipment:
Is not damaged, then we hope for your understanding because small damages to shipments outer packaging may occur during shipment processing. Your signature confirms that the content of the parcel has been delivered without damages.
Is damaged, then ask courier to compile the act of damage. In this case you can take or refuse to take this parcel. In case you refuse to take the parcel, courier will make a note about the reasons of refusal. If you want to submit complaint about parcel content damages, we encourage you to contact with us
2. The outer packaging is not damaged, but there is a suspicion of damage to the contents of the shipment: point it out to courier and inform that you want to check the content of the shipment. Sign for receiving your shipment and along with courier carry out shipment content evaluation. If the content of shipment:
Is not damaged, then no additional actions are necessary.
Is damaged, then ask courier to compile the act of damage. In this case parcel must be left to receiver. If you want to submit complaint about parcel content damages, we encourage you to contact us
After courier has left – if you notice that:
1. Parcels outer packaging is damaged and the content of shipment:
Is not damaged, then we hope for your understanding because small damages to shipments outer packaging may occur during shipment processing.
Is damaged, then immediately inform the sender of the situation and add to the application pictures with both external and internal state of shipment, i.e., the outer packaging, inner packaging, contents of the shipment damage.
2. Parcels outer packaging is not damaged, but the content of shipment is damaged, then immediately inform the us of the situation and add to the application pictures with both external and internal state of shipment, i.e., the outer packaging, inner packaging, contents of the shipment damage.
Claims:
Please immediately inform us by email or post of any of the following problems you may have with your delivery. Please inform us within 24 hours of delivery. We cannot accept any liability unless we are notified within the 24 hours of delivery.
Damage on Delivery:
Always examine the packaging at the point of delivery before signing for any package. If the package appears to be damaged in anyway, insist on writing a note on the carriers delivery consignment note. It is then your responsibility to inform us of any damage to products within 24 hours of delivery.
Shortages:
It is your responsibility to inform us of any shortages within 24 hours of delivery.
In-correctly supplied goods:
Please notify us immediately if any incorrectly supplied goods have been sent to you. It is your responsibility to inform us within 48 hours of delivery.
Non-delivery:
Please notify us within 3 working days from the expected delivery date of a non delivery.
Orders Returned to us:
Depending on the return reason, we may or may not charge you with the re-shipping cost if you would like us to replace your parcel.
The following return reasons require a reshipping fee (if you would like us to resend your parcel):
Unknown reason/Refused or Rejected - customs tax, import tax or extra fees not settled by the recipient;
Insufficient/ Incorrect address - recipient incorrectly input a wrong address;
Unclaimed - Parcels left in local customs and post office and was not claim during the allotted time.