Here @ clayfrog™ Returns

We want you to be as happy as can be with your order, but just in case you do change your mind or your item is faulty, then please read on for how we can help resolve this for you. Your statutory rights are not affected by these terms.

Returns Policy

Unwanted Items

If you just don’t want the items we have sent to you, you have 30 days from when you receive them to return them back to us. They must be unused and in their original condition. The returned product/s must include all of the contents including instructions and packaging. If it was part of an offer, ie buy one get one free, then both must be returned to be eligible for a full refund.

We do not cover the cost for returning the products back to us, and we recommend that you obtain a proof of postage receipt when sending the items back, as we do not accept responsibility for products lost or damaged in the post.

The cost of the initial postage paid by you for us to deliver the goods will only be refunded if all of the items are delivered back to us within the statutory 14 days after you have received them.

Please note non faulty items returned using the freepost address will have the cost of the return postage deducted from the final refund.

Items not included in our returns policy

Unfortunately we are unable to accept returns on the following unwanted items:

• Products that have been personalised, made to order or customised to your requirements
• If you have made a spelling mistake on your order and it has been sent for production
• Toiletries and cosmetics
• Underwear
• Intimate items
• Perishable products, such as food, inflated balloons and flowers.
• Non faulty items that are returned to us, in an unsaleable condition.

Faulty Goods

If the product you have ordered is faulty, you have 30 days to return it back to us.

When returning the item back to us, please use the freepost address provided below.

For faulty items over 2kg, please contact us before returning your item as we may be able to arrange a courier.

If your item is damaged in transit, please contact us within 24 hours of receipt and we will advise you on how to proceed.

If you have a faulty personalised product, please send us an image of the damage including your order number within 7 days of receipt to, we will then advise you on how to proceed.

For International faulty orders, you are unfortunately unable to use our freepost address, but please use the address label provided, and keep your postage receipt. As soon as we process the return we’ll also refund your postage up to a value of £5 per KG.

If personalised orders are returned and found not to be faulty, they will be returned back to you.


We will not confirm that we have received your returned parcel. Upon receipt of your items it will take up to 14 working days to process. Refunds will be made back to the payment method used to make your purchase. Refunds can take up to 5 working days to appear in your account once processed.


If you would like to cancel your order, please contact our Customer Service Team as soon as possible. Unfortunately, if we have already begun processing your order, we are unable to cancel it, and you will be liable for the cost of returning the unwanted items. Items that are personalised or made to order cannot be cancelled once production has begun, and are excluded from our returns policy.

Christmas Returns Policy

We understand that you want to be organised and buy your presents outside of our normal returns period. Items bought from 1st November to 23rd December can be returned up until the 23rd January.

WEEE Regulations

If you purchase a qualifying new item under the Waste Electrical and Electronic Equipment (WEEE) Directive, then we will accept your old items, like for like, within 28 days of your new purchase, to ensure that it is disposed of safely and prevent it ending up in a landfill.
To return a WEEE item, please contact us and we’ll send through the relevant information.

Please follow these simple steps and we can make sure you get your refund or replacement as soon as possible.

Returning an item

Please contact us here @

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