Returns & Refunds
Return window
You may request a return within 30 days of receiving your order.
Condition
Items must be unworn, unwashed and in original condition with all tags attached. Beanies that have been worn, washed, altered or damaged by the customer cannot be returned.
How to start a return
Email frog.runs.service@gmail.com with:
- Your order number
- The item and colorway you want to return
- The reason for the return
- Photos, if the item arrived damaged or incorrect
We will reply within 2 business days with return instructions. Please do not send anything back before receiving those instructions — unauthorised returns cannot be processed or refunded.
Return shipping costs
- Our error (wrong item, wrong colorway, damaged or defective): we cover all return shipping, or send a replacement with no return required.
- Change of mind (no longer wanted): you cover return shipping. Original shipping charges are non-refundable.
Damaged or incorrect items
Please inspect your order on arrival. If your beanie arrives damaged, defective or is not what you ordered, contact us within 7 days of delivery with photos of the item and the packaging. We will replace it or refund it in full — no return shipping required.
Refunds
Once your return is approved and received, we process your refund within 5 business days to your original payment method. Your bank or card issuer may take an additional 5–10 business days to post it.
Order cancellations
Orders can be cancelled for a full refund within 12 hours of purchase, provided the order has not entered production. Email frog.runs.service@gmail.com immediately with your order number. After that window, the standard return process applies.
Exchanges
We do not process direct exchanges. Please return the original item for a refund and place a new order for the colorway you want.
Non-returnable
- Items returned after the 30-day window
- Items returned without prior authorisation
- Items showing signs of wear, washing or alteration
- Gift cards and promotional items
Drop items
Limited drop items follow the same 30-day return window. Items marked final sale at checkout are not returnable except when damaged, defective or incorrect.
Contact
Questions about returns: frog.runs.service@gmail.com