FAQs

Can I contact you?
At any point you can speak to us by calling 02.9690 2001
Or you can contact us by emailing enquiries@snogthefrog.com.au
We will respond to all emails within 24 hours on business days.
We are closed on Sundays & public holidays.

Payment Options
Please see our full delivery and payment policy page for all payment option information. We accept the following payment types:
-
Credit Cards: Visa, Mastercard, Amex 
- PayPal

If I place my order today, when will it arrive?
As soon as the next day! Please see our delivery and payment policy page 

Can I return or exchange?
Click here to read more.

Do you hold all the online stock in store?
No. Most of the online stock is warehouse elsewhere.

We do however have over 500 retail costume accessories and over 6,000 costume hire pieces in store, so you can show up at any time and get great costumes and accessories.

Do you have a warehouse or shop front where I can pick up my purchase?
No, we don't.

Do You Supply Catalogues?
No, our stock is all listed on the website and is constantly being updated and changed.

Can we come into the Snog The Frog store and buy the same items that are listed in the online shop?
No, our shop can only hold so much! If you see something you like in the online shop and you don’t want to miss out, then we suggest that you buy online.

How do I find products?
The easiest way is to navigate through all the Departments, Categories and Accessory collections. If you can’t find something you are after, try using the search tool or you can contact us at support@snogthefrog.com.au

How do I add to the shopping cart?
Simply click on a product you like, when on the product page , click the “add to cart” button. Once you have done this you will see the cart icon at the top of the page reflecting how many items you have added to your cart.


How do I know my item has been added to the shopping cart?

The card icon at the top of the page will show you how many items you have added to your cart. If you want to review your cart, simply click on the “View Cart” icon at the top of the page.

How do I get to the checkout?
Once you have selected all your items head to the “View Cart” page, once on this page you will have an option to checkout and progress to the payment pages.

How do I edit my items?
All items can have their quantities edited within the cart page. You can also delete products if you have changed your mind.

How do I know my order has been received?
Once an order has been received, you will receive an order confirmation email to the address you entered during the sites secure checkout. Please note: A valid email address is required for order confirmation email and tracking number to be received. If you do not receive a confirmation email then the following may be possible:
- You may have typed in the wrong email
- Email spam filters may block our confirmation emails if set too high.

Do you have a security & Privacy Policy?
Yes click on the following links to see site security and our privacy policy


How do I know what size to order?
Snog the Frog provides all relevant sizing information that relates to each item within the product description. This information is sourced from our suppliers and manufacturers. We of course endeavor to ensure all details are as accurate as possible, but there will be occasions when manufacturer may change sizing details with out notify us. Of course if you have questions, please contact us at support@snogthefrog.com.au

How to use the Sizing Charts?
If you are ever in doubt of choosing between two sizes, then we recommended you choose the larger size, better to have a costume that can be worn rather than it not fitting at all.

Sizing measurements provided are a range for the person who will be wearing the costume, NOT measurements of the costume itself.

Can I return a garment if it does not fit?
Yes, we will happily exchange your garment(s). Please read through our return policy to make sure you are eligible for an exchange. Please remember to choose carefully as you are responsible for the cost of re-shipping the goods.

Can my costume be different to the picture?
Sometimes costume manufacturers will change details of existing items without providing us with an updated image but it happens extremely rarely. Pretty much never.

If a costume is not in stock, how long before it is available?
If any items are out of stock, they will generally be not-visible on the site. On some occasions due to the level of orders, stock quantities may sell out before the site can be updated, if this happens we will contact you with an option to cancel the order or change your purchased item(s).

You can always give us a call on 02.9690 2001

I can’t find what I want on the site.
If we don’t have something in stock or available that you need, please contact as we may be able to source on your behalf, just contact us at support@snogthefrog.com.au

Currency
All prices on Snog The Frog online shop are in Australian Dollars (AUD) and include GST within the price.

Credit Card Fraud
All persons found to have placed a fraudulent order will be prosecuted.

Please note that we reserve the right to refuse payments under certain circumstances, and may at times request an alternative payment method to a credit card payment, we do this at our own discretion and for the benefit of improving online trading for our customers. If there is any problem with your credit card we'll let you know.

Can I cancel my order?
Yes, please do so by emailing support@snogthefrog.com.au as soon as possible however it will attract a fee of 30% of the product and shipping price. No Cancellations will be accepted after 5 days and not if the costume has already been sent. Cancellations must be in writing.

Can I order over the phone Orders?
No. All orders must be placed on our safe and secure online shop.

I have a question about my charges.
Please contact us at support@snogthefrog.com.au if you have any questions about your charges

I need a copy of my receipt/invoice
If your invoice receipt has not been received, please contact us.

When will my credit card be charged?
Your credit card is charged immediately on purchase. If your card cannot be charged you'll be notified and the goods you ordered will not be sent.

How do I track my order? Has it been shipped?
When your item is shipped Snog The Frog will send you a confirmation email with tracking details. 

My order never arrived.
Please check the tracking status on the link we provide you or contact us if you need more assistance.

An item is missing from my shipment.
Please contact us if your order is incomplete or incorrect.

Can I have my order shipped to an address other than the billing address?
Yes, you may purchase items from our store and have your order shipped to an address that is different from the billing address. Just specify that at checkout.

Do you offer discounts for bulk purchases?
If you are an event planner, School, Club, Hotel, Company, Restaurant, Church, Charity, Caterer or Institution, we invite you to apply for our Special Discount Program today, please contact us to arrange.

Christmas and New Year Trading
Snog The Frog's online shop will be trading over the holiday season, however please note Snog The Frog's online shop will not process any online purchases on the public holidays. Due to this please allow additional shipping time. 

Where are you located?
10 Hart Street
Surry Hills, NSW, 2010
Ph: 02 9690 2001

See a map here

We accept these payment methods:

Mastercard Paypal Visa