Monkhouse

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Frequently Asked Questions

Returns

 

Do you offer an exchange service?

Web/Phone Orders - We do not offer an exchange service for orders being returned by post. All returned items will be refunded via the original payment method and you will need to place a new order.

In-Store Orders - We do offer an exchange service if purchased in-store and returned back to store.

 

If the garments do not fit, can I return them?

Yes, we offer a 28 day Returns Policy, however we have an extended returns period for any purchases from 31st May 2021 can be returned on or before 11th September 2021. Items which are not in their original packaging or have any tags removed will not be eligible for a refund. Please visit our returns page for more details https://www.monkhouse.com/pg/17/Returns

 

How do I return my order placed online for a refund?

Please include your returns form in your parcel and go to the Royal Mail link to print off a free tracked returns label. This can also be printed at the Post Office. Once we have received your parcel, you will receive a confirmation email.

How long does it take to process my refund?

Please allow 2 working days for the parcel to reach us and a further 14 working days (dependant on the time of year) to process your return and refund.

How do I return my order placed in-store for a refund or exchange?

Please visit our store during the opening hours and they will issue your refund or exchange https://www.monkhouse.com/pg/11/Store-Locator

 

Can my child’s School return the items for me?

No, it’s the parents/guardians responsibility to return the items.

What should I send the items back in?

Please use the same packaging you received the items in. If this isn’t possible please ensure the items are packaged in a secure bag and the pre-paid sticker covers your address label to avoid the parcel being returned back to you.

Sizing

How do I size my child?
Watch our latest videos on how to measure your child >

We recommend checking your child’s measurements before buying, using our top tips to ensure the best fit. To get the most accurate measurements, where possible measure over the undergarments most likely to be worn, rather than over outer clothing.

Please Note: All of the sizes of our garments are given in inches.

  1. Height – This is best done barefoot, with feet together flat on the ground and back against a wall; measure from the top of the head to the ground.
  2. Neck – Place the tape measure where the shirt collar would normally sit around the base of the neck. Leaving a little extra room is very important so that the collar is comfortable, so make sure not to pull too tightly.
  3. Chest – Take the tape measure through the underarms, around the fullest part of the chest.
  4. Waist – To measure the natural waistline find the bottom of the ribs and the top of the hips, wrap the tape measure around the waist which is midway between these points. Be mindful not to pull too tightly to ensure comfort.
  5. Hips – Standing straight with the heels together, take the tape measure around the fullest part of the bottom.
  6. Inside leg – This time shoes on; measure from the inside leg to where the trouser is normally worn on the shoe. If you’re unsure, trousers should sit approximately 5cm from the ground.

 

Placing an order online

How do I place an order online?

Making sure that you are signed into your account, add the items you wish to order to your basket. Check you have the correct sizes selected and once you’re happy with what’s in your basket, you can now press ‘Proceed to Checkout’.

Here, you’ll enter your delivery address and any delivery instructions you wish to provide us with. On the next page, select what type of delivery service you want to use from our list of options. Once selected, you’ll be taken to an order summary so you can once again check you are happy with your purchase before moving on to the payment stage.

You will then be taken to our secure Sage Pay page where you can enter your payment details and complete your order.

If you realise there was a mistake with your order or if you have any issues with the process, please contact our customer service staff who will be more than happy to help.

How much does delivery cost?

We charge postage within the UK according to the basket value

£00.01 to £85.01 is £4.99 VAT (including VAT £4.99)
£85+ is free of charge

How long does a delivery normally take for an online order?

Online orders requesting home Delivery:

If all of your items are in stock it can take up to 14 working days for delivery however global supply constraints and national labour shortages mean that some items are experiencing longer lead times. If you have placed an order that has an out of stock item we will dispatch your order 14 working days once the item(s) have arrived back into stock.


Online orders requesting Click+Collect from Store:

If all of your items are in stock it can take up to 14 working days for us to package your order ready for collection If you have placed an order that has an out of stock item it can take up to 14 working days once the item (s) have arrived back into stock
Please note: Your order can only be collected from the Store we supply your School from. If you select an alternative Store we will re-route your order and notify you via email

 

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