Delivery & Returns
Delivery
We aim to dispatch all consumer & trade orders within 5 working days. In the UK, delivery usually takes 5-10 working days (2 days for Tadpole Mini, Tadpole & Tadpole Plus), slightly longer elsewhere. Please note, some countries may charge import duties and taxes for which we're not responsible.
Delivering Accessories
We will send accessories out by standard post unless you order them with a bike. So they'll be delivered within 3-5 working days, and delivery charges will be calculated at checkout.
Returns
We hope you'll be delighted with your order when it arrives, but if you are not completely happy, you can send it back within 28 days of delivery.
* If the bike is defective or a part is missing, please contact us first on +44 1784 557300 for help.
How to return
Step 1: Complete the returns form, stating why you are returning your order. This can be found in your Sales Confirmation email or downloaded here.
Step 2: Securely package the bike in its original packaging enclosing the completed returns form**.
Step 3: Arrange for the return of the bike or accessories (at your cost) to: Frog Bikes Manufacturing LTD, Unit A, Mamhilad Park Estate, Pontypool, Torfaen NP40HZ, United Kingdom OR arrange for us to collect the bike***
Can I cancel/ amend my order?
Once an order is placed, it is sent straight through to our warehouse for processing, which means we cannot always make changes. If you need to make any changes (this includes removing or adding items to your order) please contact our customer service team on +44 (0)1784 557300 as soon as possible after the order has been placed and they will check the order status.
*The bike must be returned to us complete and undamaged, within 28 days of you receiving it. If a product has been ridden or used outside we can only refund or exchange if it is faulty.
**All bikes must be returned in their original box and be securely packaged. In particular ensure the wheel, frames and forks are carefully packaged to avoid damage on the return journey. Also make sure all original accessory and component boxes are returned with bike. If a returned bike is further damaged or missing any accessories or components, Frog Bikes reserve the right to charge you for any additional damage to the bike or for any missing accessories or components. This could be as much as the full cost of the bike.
***It is your responsibility to return the bike to us (at your cost). If you would like us to arrange a collection for you then please call Frog Bikes: +44 (0)1784 557300. We will arrange a collection for you but there will be a charge for this. Once a collection has been arranged it is your responsibility to make sure you will be around for the Courier collection. If there is a failure for the collection, we will have to charge an additional collection fee to try again.