Delivery Information, FAQs, and Terms and Conditions
Delivery and Shipping Information
Delivery is free for all customers in the UK and Europe. We post items out every two days, and your item should be with you within 4 working days. For the Rest of the World we apply a standard £5.00 shipping and handling charge.
How to place an order
We are an online retailer and all items you see online are available to purchase immediately. Simply select the appropriate size of the item you wish to purchase, click "add to basket" – and follow the instructions to complete your purchase.
Can I contact you by phone?
We would prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. You will find the relevant contact details for your enquiry in the e-mail contacts section.
I need more information about a product
We try to include as much information as we can about our products. However if you do need more info, just email us on firstname.lastname@example.org and we will do our best to answer your query.
I’ve just placed an order, can I change it?
This depends on the status of your order. It may be possible to amend your order if it has not already been picked and processed. Please contact us immediately on email@example.com if you wish to change an order you have placed. In the event that your order is processed before we receive or view your request, you will need to return your order back to us should you wish to change an item. Please see our Returns Policy, below.
Can I cancel my order?
Again, this will depend on the status of your order. Please contact us on firstname.lastname@example.org as soon as possible. Due to the nature of our operation it is possible that your order is processed before we receive or view your request. If this is the case then you will need to return your order back to us should you wish to obtain a refund. Please see our Returns Policy, below.
Can I change the delivery address of my order?
Once again this will depend on the status of your order, please email us on email@example.com stating your order number and details, and we will make every effort to change the delivery address for you.
Do you to deliver to P.O. Box addresses?
No sorry, we do not deliver to any form of Post Office Box.
Can I pick up my order directly from you?
Unfortunately it is not possible to pick up orders from our warehouse.
When will I be charged?
When you reach the final billing page and press 'Submit Your Order' payment will be taken from your account. If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards. If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your Paypal account. If the payment is not authorised you will receive an e-mail within a few minutes advising you of the reason why.
How do I return/exchange an item?
Please refer to the Returns Policy section, below.
Obviously we hope that you will be 100% satisfied with your order. We make every effort to give you the best products and service, but we appreciate that occasionally things may not be to your liking and you'll need to return something. If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 14 days of the date printed on the front of your invoice. Please e-mail us at firstname.lastname@example.org to let us know what the problem is and we will e-mail back a form for you to run out and fill in and the return address. Please check your order as soon as it arrives for any defects that you might want to question at a later date. Do not wear or wash the item before sending it back. All items must be returned with all relevant bags, labels, tags, branding, or any accompanying marketing material specific to that item. We reserve the right to withhold exchange, credit or refund if the item is visibly worn, damaged, marked in anyway with pen or grease, appears to have been washed or smells of washing powder, smells of smoke, aftershave, perfume, or deodorant, or is any condition that we deem renders the item unsuitable for resale. If for any reason you have any issues regarding an order that was returned to Monitor, you will need to contact us within 3 months, of the order being placed. After this time we can refuse to 'look into' it for you.
Do I have to pay for return postage?
If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Do you refund the delivery charges for returned orders?
Delivery charges are non-refundable unless the item is faulty or has been sent in error by us.
How long will it take to refund me?
Please allow up to 14 working days for a refund/exchange to be processed from the date we receive your returned package. Most returns are typically processed within less than half this time period.
My item hasn’t arrived. What shall I do?
If your item is not delivered within 15 working days of your order, it may have been lost in the post. If you think this may be the case, please contact us on email@example.com with your order number and details in order that we may refund you. We obtain Proof of Postage from Royal Mail, and will ask them to investigate. As a result, you may be required to fill out a claim form, which we will send to you in the post. When you receive this you MUST fill the form in and post it back to us in the self addressed envelope we will provide. If you do not fill in and return this form, we have the right to recharge you for the item which is alleged to have failed to arrive.
I emailed you and I haven’t received a response.
It is our policy to respond to all customer enquiries within two working days. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please contact firstname.lastname@example.org stating your secondary email address or a family member's or trusted friend's email address. Please include YOUR Name, address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
Distance Selling Regulations
You have a right to cancel your order for any item purchased through our website with or without reason, under the distance selling regulations for refund. To cancel any item, e-mail us within seven working days of the day following delivery of your order being made, quoting your name and the product code(s). Please note that if you decide to cancel after 48 hours we may have already sent your item. We always try to ship as quickly as possible. If this is the case our standard returns policy comes into force. You must take reasonable care of the item, retain all original packaging and must not wash or wear it. Any costs incurred in returning the item are the responsibility of the customer. We will refund within 30 days of your cancellation. A full refund will be given for items returned to us within this period.