Shipping, Returns & FAQs

General Information

Online Orders

All TGF jewellery is handmade to order in our London workshop. Please allow up to 4 weeks to receive your order.

If you need an item for a specific date it is advisable to call us on 020 7439 9357 or email [email protected] beforehand.

Non-jewellery items will be posted within 2 working days of you placing your order (please note we post Monday-Friday).

PLEASE NOTE: Duties and taxes for international shipments are not included in your shipping costs. Items purchased outside of the EU will receive a customs fee, calculated but your local customs authority. 

We do not store credit card details nor do we share customer details with any 3rd parties. 

Shipping Info

As all our jewellery is lovingly handcrafted please allow up to 28 days for production of your item(s). Please consider this when ordering with us; if you need your item for a specific date, email us before hand. We send all items securely via DPD to ensure your order arrives promptly and safely once it has left our London workshop. Once your order has been dispatched, DPD will notify you by email and text you with your tracking information and an hour delivery slot.

  • United Kingdom: Next day (once dispatched). £8 for deliveries up to 2kg.
  • Europe and rest of world: Up to 5 working days (once dispatched). £20/$27 USD for deliveries up to 2kg.

Your delivery options will include:

  • Collect form local DPD pickup shop
  • Deliver to neighbour
  • Deliver to safe place
  • Alternative address
  • Change delivery date (including before 10:30am / Saturday / Sunday deliveries)
  • Optional £5 cost for additional insurance (For enquiries phone Jess on 02074399357)

We may experience delays when shipping to Mexico and South America.

Unfortunately we are unable to deliver to Russia.

PLEASE NOTE: Duties and taxes for international shipments are not included in your shipping costs. Items purchased outside of the EU will receive a customs fee, calculated by your local customs authority. 

If you have any concerns regarding shipping please email [email protected].

Resizing

If you’ve purchased the ‘STANDARD SIZE’ online, the first resize is free. We will send a free ring sizer and sizing form with any purchase that has not requested a specific size. Simply send the unworn jewellery back to us (using a recorded delivery service as we can assume no responsibility for lost items) with the completed sizing form, we will adjust this to fit you perfectly and send it back to you with no charge for return postage.

There is a charge for subsequent sizings starting from £20/$27 USD and there will be a charge to return the item to you starting from £8 for UK and £20/$27 USD for global shipping. Please click here to pay for an additional resize and for more information on pricing. If you need a bracelet or gold item resizing email Jess directly on  [email protected] so we can quote appropriately.

Rings that have been purchased with a selected size count as your first resize. If you are unsure of your size, please purchase a ring sizer online before purchasing a ring. Please note this additional sizing will be charged; to book in for an additional resize, click here.

Returns Policy

If you are not entirely happy with your unworn online purchase we are happy to exchange for another item or refund within 2 weeks of you receiving your item. Please note we can only exchange for a different design, not the same design in a different size. Delivery costs will not be refunded and customers must pay for the return recorded delivery. Please note this applies to online orders only, not orders placed in the shop.

Please email [email protected] and request a returns form before sending items back to us. For online purchases, you must return items to our head office in London, not our New York or Los Angeles stores. See below for international returns.

Please post returns back to: The Great Frog, FAO Jess Vogel, 2 Newburgh Street, London, W1F 7RD

We are unable to offer exchanges or refunds on jewellery with any signs of wear or scratches and will only accept items back in perfect condition.  We are unable accept returns or exchanges on earrings due to hygiene reasons.

If you have any concerns regarding shipping or returns please email [email protected].

International & US Returns

When returning items outside of the EU, if possible please ship using a signed for service and mark the shipment as a temporary return / repair. This allows the jewellery to return through customs without any problems.

Once your item has been received we will send you a new item out from London.

Please email [email protected] and request a returns form before sending items back to us. For online purchases, you must return items to our head office in London or our Los Angeles store (if you are based in the US). Please get in touch with [email protected] before doing so.

For our customers in the United States

We are aware that returning rings from the USA back to the UK for adjustments will cost our customers high shipping and customs fees. To avoid this, please email [email protected] with your request and then direct all resizing/refunds/exchanges to our Los Angeles store.

FAO Imogen Lehtonen
The Great Frog
7955  Melrose Avenue
Los Angeles
California
90046

T: (323) 879 9100
E: [email protected]

Jewellery Care

We recommend looking after your TGF jewellery by using a polishing cloth. It is advisable to avoid any chemicals or silver cleaners as these will remove the oxidisation (blackened effect on details) and a polishing cloth should be all you need to keep your TGF pieces shiny and looking great.

However if it has become unquestionably dirty, we recommend boiling water, adding some washing up liquid and using an old toothbrush to clean up your jewellery.

Silver is not an indestructible metal so please take care to look after your TGF pieces.

Made in London

The Great Frog jewellery is designed and produced by hand in London. We firmly believe in quality craftsmanship and keeping everything local; the majority of production is carried out underneath our Soho store and we have an additional warehouse space in Hackney, East London.

All TGF jewellery is produced in England, including items sold in our New York and Los Angeles stores.

All other TGF items such as wallets, bags, and candles are all produced in England too.

Please note The Great Frog only has stores in London, Los Angeles and New York. We are not associated with any other business claiming to be The Great Frog or other companies who sell similar TGF designs.

Production Methods

Initial designs are hand carved and whittled into wax by TGF owner and designer, Reino. A mold is then produced from the wax carving which is then cast in solid .925 sterling silver and finished by hand under our flagship store in London.

To see the process in full, check out this video in our workshop/dungeon by Hilt Journal.

Regrettably our books for bespoke orders are closed.

We are happy to discuss creating an existing design in different materials and embellishing with your favourite stones where possible. Please enquire at any of our stores or email [email protected] to discuss further.

Many customers choose engraving on purchased TGF items. While we regrettably do not offer engraving at any of our stores, staff in all three will be happy to recommend local engravers.

Materials

Our jewellery is made from solid .925 sterling silver unless gold has been specified – please check the full item description. Each TGF piece is tested and hallmarked in the London Goldsmith’s Company Assay Office; this hallmark is visible on the inside of the piece but is small enough to be illegible to the naked eye.

Looking through a jeweller’s ‘loop’ you would see this image:

The Great Frog silver hallmark

All of our pieces are available upon request in 9ct and 18ct yellow, white or rose gold. We have a small selection of gold jewellery in store. Pease enquire at any of our stores or email [email protected] for a quote on other designs not listed here.

Contact Us

General Enquiries

T: +44 (0) 20 7439 9357
E: [email protected]

Web Store Enquiries

T: +44 (0) 20 7439 9357
E: [email protected]

London Shop Orders

T: +44 (0) 20 7439 9357
E: [email protected] 
Please note, this email address is for orders placed in our London store only.

TGF Music Enquiries

E: [email protected]

Press Enquiries

E: [email protected]

Online Technical Enquiries

E: [email protected]
Please do not send product or order enquiries to this address.

Gold, Wedding and Engagement Enquiries

To make a free initial phone consultation regarding your engagement or wedding bands, please email or call and ask for Ren, who will be happy to help you in your journey in creating your perfect rings.

For any queries or quotes on gold items that are not listed online, please email Ren.

T: +44 (0) 20 7439 9357
E: [email protected]

Store Locations & Store Contact

London

2 Newburgh Street
London
W1F 7RD

[email protected]

+44 (0) 20 7439 9357

Monday: 10.30am – 6.30pm
Tuesday: 10.30am – 6.30pm
Wednesday: 10.30am – 6.30pm
Thursday: 10.30am – 7.30pm
Friday: 10.30am – 6.30pm
Saturday: 10.30am – 6.30pm
Sunday: 12pm – 6pm

Los Angeles

7955 Melrose Avenue
Los Angeles
CA 90046

[email protected]

+1 (323) 879 9100

Monday: 11am – 7pm
Tuesday: 11am – 7pm
Wednesday: 11am – 7pm
Thursday: 11am – 7pm
Friday: 11am – 7pm
Saturday: 11am – 7pm
Sunday: 12pm – 6pm

New York

72 Orchard Street
New York
NY 10002

[email protected]

+1 (646) 370 5727

Monday: 12pm – 8pm
Tuesday: 12pm – 8pm
Wednesday: 12pm – 8pm
Thursday: 12pm – 8pm
Friday: 12pm – 8pm
Saturday: 12pm – 8pm
Sunday: 12pm – 6pm

New Orleans

710 St. Louis
New Orleans
LA 70130

[email protected]

+1 (504) 592 7778

Open 10.30am – 6.30pm every day

Credits

Lifestyle photography

Sam Christmas

Website design & development

Emily Power