Returns Procedure

I don't like it or I changed my mind...

You can return your items to us, provided the following conditions are met:

  • Items must be returned within 14 days of delivery
  • Items must be unused, showing no signs of wear and in resale condition
  • Items must be returned in their original packaging
  • Items are returned at the customer's expense

Step 1

Returns must be made within 14 days of receiving your order. To return your unwanted item(s), Simply print and complete the following returns form (please select from one of the reason codes provided).

Step 2: 

Return your item(s) in it’s original packaging, with any tags still attached. 

Step 3:

Send your order back to us. Simply pop your order back into the envelope it came in. Cross off your name and address and write ‘RETURN TO SENDER’ and circle the returns address at the top of the label. Then just pop it back into any post box. Don’t take it into the post office, otherwise they will try to charge you. If you have since discarded the envelope then postage is payable by you so we won't reimburse the cost but we may deduct from your refund if we've incurred a returns fee from your carrier. 

Please Send to:

Lemon Frog Returns

DM Logistics

Unit 5 Hoylake Business Centre

Carr Lane Ind. Estate (Opposite Link Bus Park)

Hoylake, Wirral

CH47 4AZ

    You should always obtain proof of postage, just in case your order is lost on its way back to Lemon Frog. Failure to do so may result in us not being able to process your return. Customers' unwanted items are their responsibility until they arrive back. We recommend using a Royal Mail 2nd Class 'Signed For' service or Please retain your proof of postage and tracking code.

    My order has arrived damaged or faulty...

    If your order has arrived visibly damaged or faulty upon receipt we do apologise sincerely. Please follow the steps below so that we may resolve the issue for you:

    Step 1:

    Email us to let us know ([email protected]) within 7 days of receipt. This enables us to attribute the damage to delivery or existing damage. Please provide your full name, product name, your order number (if purchased from our website) or your voucher code (if purchased from one of our third party partners - such as a Daily Deals Website). Please also describe the issue as best you can.

    Step 2:
    Once you receive an email back from us to confirm (typically within 48hrs), we will either ask you to return your order to us (within 14 days of receipt) or we can often save you the inconvenience of returning your order to us if:

    a) The issue can be clearly evidenced by photograph

    b) We confirm that we do not require the item returning to us

    If we ask you to forward a photograph(s), please ensure to take clear images that show the garment in full (as well as any close ups of the issue if required) so that we can confirm the garment was purchased from Anarchy. Please ensure you reply directly back to our email and add your photographs as attachments only (please do not copy images into the body of your email). If possible, please resize your images to no more than 1000x1000 pixels and less than 3MB in file size. If we are able to confirm the damage, we will then be able to arrange to dispatch a replacement out to you or authorise a refund instead (whichever you prefer).

    Step 3: 

    Should you be unable to provide evidence of the fault or we require you to return the goods to us, then you have 14 days from the date of delivery to return your faulty garment to Lemon Frog for a refund or replacement. 

    Simply pop your order back into the envelope it came in. Cross off your name and address and write ‘RETURN TO SENDER’ and circle the returns address at the top of the label. Then just pop it back into any post box. Don’t take it into the post office, otherwise they will try to charge you.

    If you have discarded the envelope your order arrived in then please follow the step by step instructions advised in the "I don't like it, I changed my mind or it doesn't fit me..." section above. We will re-imburse the reasonable cost of return postage as long as your item is confirmed to be faulty/damaged upon inspection. Please ensure you retain and send us a copy of your proof proof of postage, clearly showing the cost. The maximum amount payable by Lemon Frog in respect of the return shipping cost is set out below:

    • Small items (Large letter size - under 3cm in thickness and under 750g in). We recommend using Royal Mail Signed For (2nd Class). Cost - £1.86.
    • Small to medium sized parcels (under 1kg). We recommend using Parcel2go or UKMail online service - £2.20.
    • Packet sent from Ireland - 5.00 Euros.

    Please be advised that if your item is not found to be faulty upon return and inspection, we will require it to be returned in resale condition with the packaging and tags complete, in order to provide you with a full refund. We will not reimburse the cost of return postage in this instance. This is in accordance with our terms and conditions.

    Can I replace or exchange an item..?

    If your order is faulty or damaged, you may request a replacement or exchange for a brand new (same) product. You may not need to return the faulty/damaged item unless we request so. See the "My order has arrived damaged or faulty...section for full details..

    Receiving your refund...

    It can take around 2 - 4 weeks for your refund to be returned to you from the date you post your item(s) back to us. Please allow 10 working days for us to receive your items, inspect and process your return. 

    Purchases made directly through Lemon Frog: Once your return has been processed, please allow the following timescales for your refund to reach you, depending on your original payment method.

    • Refunds made back to your Bank Account (via the debit or credit card you used to purchase from us) will take 5 - 10 working days to appear.
    • PayPal payments will take 1 - 2 working days.

    Purchases made through a third party (Daily Deals Website or one of our Partners eg. Wowcher):  Once your return has been processed, we will notify the company you made purchase through. This company will be responsible for processing your refund. Please refer to their terms and conditions with regards to timescale for your refund to be made. You will need to contact their own Customer Support team for any assistance once we have authorised them to refund you. Lemon Frog will not be able to assist from such point onwards as we are not responsible for your refund.