Terms & Conditions

TERMS & CONDITIONS

Thank you for visiting us here at Frog and Gnome. We hope you like what you see here, and if you choose to use our services and or make a purchase, we are committed to doing our utmost to ensure that you are a very satisfied customer.

Below you will find the full list of terms and conditions which form the basis on which we supply goods and services from this website. This is a 'living document' which will continue to be adjusted over time to reflect any changes to terms, but also to improve clarity or accomodate customer feedback. The statements here spell out who we are, how we operate, what you can expect from us, and what to do if there is a problem. Do get in touch if you feel that any of this, or any other information on our site, is not clear or adequate. If you can not agree to these terms and conditions, you should not place and order with us.

In these terms, any reference to “we”, “us” or “our” is a reference to frogandgnome.com. Any reference to “you” or “your” is a reference to any customer.

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1. - RETURNS & REFUNDS

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1.1. - STANDARD NON-FAULTY RETURNS

The law in the UK protects your right to change your mind about a purchase. You have the right to a refund on any items without explanation as long as you return them in a saleable condition in their original packaging within 30 days of receipt of your goods. If the items are not faulty you are responsible for arranging and covering the cost of return postage.

1.2. - BESPOKE / UNUSUAL ORDERS

If your order is bespoke to you then it can not reasonably be returned to be sold on to somebody else, and so the law does not afford you the same right to change your mind. Because our process for offering bespoke items includes clear descriptions, examples, and a strict approval process, we do not offer refunds for unwanted bespoke items. This policy applies to unique designs, designs that have been personalised (for example with extra words, changed imagery, or a message added to the item), and to some unusual orders which would be hard for us to resell were you to change your mind (e.g. some clearance items or a very large order of an otherwise low volume item). In the case of 'unusual orders', we would have let you know by email before fulfilling your order that this clause applies in order to give the option to cancel the order at that juncture. Of course in the case of any faulty item(s), the next clause (1.3) applies.

1.3. - MISSING, FAULTY OR DAMAGED GOODS

It is very important to us that your order arrives with you complete, in excellent condition and in a timely manner. We pack every order by hand and check every order before dispatch. One reason we prefer to send packages with Royal Mail is that in our experience they take the responsibility of handing your goods much more seriously than other carriers. Thankfully it is therefore rare for us to have issues with carriage; however, if for any reason your order arrives damaged, incomplete or you are in some other way dissatisfied, please get in touch asap so that we can resolve the matter for you swiftly. Depending on what has happened, what the items are, and how you want the matter resolved, we can either replace items or provide the appropriate refund or credit note. If we require you to return faulty item(s) we will provide you with a prepaid postage label to return the item(s) in their original packaging.

1.4. - WHOLESALE ORDERS

If there are any issues with missing, faulty or damaged goods - or if for any reason your order is not what you were expecting please get in touch within 48 hours of receipt of goods so that we can resolve the matter swiftly. In most cases we are happy to refund, exchange or issue a credit note for items that are returned in a saleable condition within 30 days. Very large orders may fall into the category of 'unusual orders' (clause 1.2) - but that if that were to apply it would have been drawn to your attention.

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2. - PRIVACY STATEMENT

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2.1. - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. This data is held on our system for the purposes of allowing us to fulfil your order, and ongoing to protect your rights in the event that you require a replacement or refund. When you browse our store, our system also automatically receives your computerâ€™s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. This kind of data is used in aggregate to improve the functionality of the site. If you sign up to one of our mailing lists, then with your permission, we will send you emails about the topics you have expressed interest in, such as news, offers and new products.

2.2. - CONSENT

How do you get my consent? When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent? If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at hello@frogandgnome.com.

2.3. - DISCLOSURE

The only circumstance in which we may disclose your personal information outside of Frog and Gnome is if we are required by law to do so or if you violate our Terms of Service.

2.4. - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopifyâ€™s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

2.5. - PAYMENTS

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.  All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopifyâ€™s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

If you pay using a third-party provider (such as PayPal), they have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.  In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.  As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act. Once you leave our website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

2.6. - THIRD-PARTY SERVICES - PRODUCTS

For a handful of items we do partner with third-party providers (e.g. our clothing items are produced by a third-party print-on-demand service). We make it clear in product listings if those items will be handled by a third party. These third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

2.7. - LINKS

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

2.8. - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

2.9. - COOKIES

Here is a list of cookies that we use. Weâ€™ve listed them here so you that you can choose if you want to opt-out of cookies or not.  _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).  _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website providerâ€™s internal stats tracker to record the number of visits  _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.  cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.  _secure_session_id, unique token, sessional  storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

2.10. - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

2.11. - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

2.12. - QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information, please contact us at hello@frogandgnome.com.

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3. - COPYRIGHT & INTELLECTUAL PROPERTY

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All content on and IP in relation to our website, including all of our designs, is wholly owned by Frog and Gnome. By using our site you agree not to copy, distribute or create derivative work from our content in any form or for any other purpose than that for which it is expressly produced without our express written permission. You must not remove any notices of copyright or ownership, or change in any way any content taken from our website.

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4. - SHIPPING POLICY...

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4.1. DISPATCH - As soon as we receive your order, we print your packing slip and set to work gathering, printing, pressing, finishing, preparing, and packaging all your items. Once your order is packed, we book it in with Royal Mail and drop off at our local village Post Office. If possible we get orders dispatched in less than 24 hours, but at peak times it can take up to 3 working days. Ceramic items need a little extra preparation time; we aim to avoid any delays, however at very busy times or for large orders this can be up to 7 days. You will receive an dispatch confirmation email from us on the day we post you order.

4.2. DISTRIBUTION - We use Royal Mail for most purposes and otherwise various Courier Services. Up to date details of pricing and terms of different delivery services to UK, Europe and Worldwide are listed on our Postage and Packaging page,

4.3. DELIVERY - The expected time frame for delivery is dependant on what you have ordered, where it is being delivered to and by what service. Expected delivery windows are listed on the Postage and Packaging page. We are not responsible for delays that are outside our control. However, if you think that your delivery is late, do get in touch and we will do what we can to assist.

4.4. SHIPPING OUTSIDE THE UK - If you wish to order goods outside the UK, there may be additional duties and taxes due, depending on whatever local regulations are in place in the destination country; our system is not able to handle these potential extra charges, so the recipient will need to be responsible for all customs formalities, including completion of customs declarations, payment of import taxes levies, duties and satisfying any other regulatory requirements that may be in force in the relevant country of importation. It is your responsibility to ensure that the recipient consents to this.

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5. - INFORMATION ABOUT US…

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5.1. - WHO WE ARE

This website (FrogandGnome.com) is owned and operated by Rob and Naomi Ambrose; Frog and Gnome is registered as a Business Partnership.

5.2. - CONTACT INFORMATION

You can contact us by email - hello@frogandgnome.com

Or through social media:

Instagram - @frogandgnome

Facebook - @frogandgnome

Our postal address is: FROG & GNOME, Mossman Cottage, Main Street, West Linton, EH46 7EA.

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6. - INFORMATION ABOUT YOU…

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6.1. - ABOUT YOU

6.2. - CONTACTING YOU

If we need to contact you, we will do so by email, or in rare occasions by writing to you at the postal address you supply.

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7. - PLACING ORDERS…

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7.1. - ORDERING

In order to place an order with us, we require you to supply us with your real name and a valid email address. By submitting an order you are agreesing to purchase the product(s) you have selected which shall be subject to these Term; when you confirm the order but clicking to ‘Pay’, we will take payment for your order by means of your nominated payment method. You will then receive from us an order confirmation email detailing your order.

7.2. - PRODUCTS

Most of our products are produced to order and all are hand finished and as such products may very slightly from their pictures. Product images should always accurately reflect product design and quality, but there can occasionally be slight variance for example in colour, finish, and packaging.

7.3. - CUSTOMISED AND BESPOKE PRODUCTS

It is up to you to ensure the content you have contributed for inclusion in a personalised product is correct, so please double-check your order carefully. If you are supplying a photograph, image or text, you must ensure that you have obtained all relevant permissions if other people are represented or if others own the copyright/IP. Images must be in JPEG or PNG format. We ask that all content or messages are submitted with the intent to uplift others; any offensive content* will not be accepted and will either be left out or the order cancelled.

7.4. - MAKING CHANGES & CANCELLING ORDERS

If you change you mind about an order and want to make a change or cancel, do get in touch asap; once an order has been dispatched it cannot be cancelled or changed.