Frequently Asked Questions
Ordering
Q: How can I place an order?
A: Placing an order could not be easier. When you find something you like click on the item, choose your required size or age range then ‘add to cart’. You can continue browsing our site and add other items to your order, until you are ready to pay. Check on your order at any time by clicking on ‘view cart’.
Q: How can I pay for my order?
A: Once you have finished your selection click on ‘checkout’ which will start the payment process. You will then be re-directed to our secure payment system provided by PayPal, so your credit card details are safe. You do not need a PayPal account and can pay securely using most major credit and debit cards.
Q: How secure is your website?
A: We use PayPal to process orders online so we do not store or have access to your credit/debit card details.
PayPal will ask you to input Personal Information such as your name, e-mail address, billing address, delivery address, telephone number, credit card or other payment information and a password. This information is then stored by PayPal.
Q: Do I need a PayPal account to purchase from your store?
A: No, you are not required to have a PayPal account to purchase from our store. Although if you already have a PayPal account you may use it.
Delivery
Q: How much does delivery cost?
A: Delivery costs are:
UK Standard delivery– £2.95
Europe - £6.00
Worldwide up to 1kg - £10.00 (over 1kg £18.00)
Q: How do you deliver orders?
A: For addresses within mainland UK we despatch orders using Royal Mail first class recorded delivery.
For delivery to the rest of the World we use Royal Mail’s International Signed-For Airmail service.
Please note that all orders require someone to sign for the package so please give an alternative address in order for someone to receive the package if you are not going to be in.
Q: How long will my order take to get to me?
A: We aim to deliver orders within mainland UK within 3-5 working days from receipt of your order. Please allow 10-14 working days for all orders outside the UK.
Q: Can you deliver urgently?
A: If you need something sent urgently then please contact us on +44 (0)1865 308001 or at debbie@monkeyandbo.co.uk and we will be happy to discuss your requirements.
Q: Can I send an order to a different delivery address?
A: Yes you can add a different delivery address; the order will be sent to that address and the purchase receipt will be sent to the invoice address. So if it is a gift, the person receiving the gift will only receive the items, plus a note to say who the gift is from.
Q: I think my order has got lost in the post, what do I do?
A: Unfortunately, on occasion orders may be lost in transit. If this occurs please contact us via our contact page quoting your full delivery address so that we can investigate with the carrier for you.
Returns
Q: How do I return an item?
A: We want you to be delighted with your purchase and if you are not completely satisfied and you wish to return it, you can do so provided you inform us of your decision within 10 days of receipt. Please visit our contacts page and send us an email to let us know that you are returning an item and why it is being returned.
Returned products that are not faulty must be returned within 30 days of receipt in an unused condition, complete with labelling, for a full refund of the purchase price. We will issue a full refund for the product once we receive it back into stock to your original payment method.
Q: How do I return a faulty item?
A: If the item you receive is faulty please contact us immediately after your package arrives via our contacts page to discuss the fault and for the best way to proceed with the return. You can choose to have a refund or exchange (where available).
Q: Do I pay for the return postage?
A: Yes. However, if you are returning an item that is faulty or we have sent an incorrect item to you in error then, we will refund you the postage costs you pay, once we receive the returned item back in stock.
General Questions
Q: How can I contact monkey and bo?
A: If you have any comments, questions or suggestions we would really like to hear from you. Our site is constantly evolving and we will be delighted to take on board your comments and wishes.
Please visit our contact us page where you will find details on how to get in touch.
Q: What is your privacy policy?
A: monkey and bo will not share your details with any third party. We do not store or have access to your credit/debit card details.
For more information on how we protect your data, please see our Security and Privacy Policy page
Q: What are your terms and conditions?
A: For details please visit our Terms and Conditions page
