Children's Toys, Outdoor Toys and European Nursery Furniture

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Deliveries

GUARANTEED CHRISTMAS ORDERING IS NOW CLOSED

Monkeyshine continues the philosophy of 'Quality Customer Service' up to your front door

At Monkeyshine we strive to give unsurpassed customer service from the moment you order. We aim to have items in the hands of our customers within 3 days (UK mainland excluding Highlands and remote areas of Wales).

In order to ensure your goods reach you in perfect condition we choose our shipping partners carefully. That's why 90% of our products ship via the experts at Interlink Express. Not only does this ensure your items travel in absolute safety but also enables us to offer customers a range of additional features

Morning Deliveries For Everyone

We all hate waiting around for couriers that's why we gaurantee a morning delivery on the vast majority of items (up to 1pm in Scotland). Whatsmore we're so confident about this service that we'll refund the delivery charge if we fail to hit this deadline.

SMS & E-mail Alerts

To ensure you are aware of when your item is to be delivered we also send customers an alert message via mobile telephone text message or e-mail (depending on your preference). Not only does this advise the customer of their impending delivery but it also allows them to change it for a more convenient day of their choosing.

Deliveries to Workplace or Alternate Address

We are more than happy to have your item delivered to your workplace, neighbour's, friends or relatives house. We can even arrange to have your item left in a chosen location at your address (in the shed etc).

All items require a signature on delivery unless you instruct us to leave your item in a safe location.

Saturday Deliveries

We all lead increasingly busy lives and it is not always possible to receive your order during the working week. To help we have a Saturday morning service to fit around your hectic lifestyle.

Insurance

Your goods are of course fully insured whilst in transit. Whilst damage in transit is unusual it is important that all items are examined within 7 days of receipt and all damage reported to us immediately. We will then arrange for collection of the damaged item and dispatch a replacement with our apologies. This is especially important if the purchase is intended as a gift, birthday or Christmas present which may have been purchased well in advance.

Delivery to Islands, Highlands and remote areas

Unfortunately, and in our opinion rather unfairly, delivery to UK islands, Northern Island and some remote areas cost considerably more. This is reflected in our shipping costs to these areas. Due to the nature of the delivery within these areas we are unable to offer a delivery time gaurantee.

Large Items

Furniture and some of our larger play items can take up to 10 days, but customers will be given an accurate date for delivery in advance and in most cases the courier will call 24hours prior to delivery to arrange a suitable day and time.

Should you have any questions regarding our shipping policy please do not hesitate to contact us!

shipping@monkeyshine.co.uk

*Monkeyshine Ltd reserves the right to use alternative delivery agents, in which case we are unable to offer a time guarantee.

#Some 'drop ship' items (items shipped directly from the manufacturer, importer or distributor) are excluded from our text and e-mail notification service and from our morning delivery guarantee.

DELIVERY POLICY

1. HOW MUCH DOES IT COST?

A Standard Delivery charge of £5.99 is added to most orders to UK mainland addresses (excluding Northern Ireland, UK Islands & Eire). This charge covers the entire order.

Order to Northern Ireland, UK Islands & Eire are priced accordingly and the charge can be seen by selecting the appropriate shipping method at checkout.

Certain heavy or bulky items incur may an additional charge and this will be made clear in the item description and at the checkout process.

Overseas deliveries are charged individually. Should you wish to obtain a delivery charge or arrange a delivery within Western Europe, North America or Australia please contact us.

2. HOW LONG DOES IT TAKE?

Items ordered before 12.00pm on any business day (Monday - Friday) excluding Bank Holidays should be delivered next business day (excluding Saturday), before 12noon. (assuming that the item is in stock). The standard delivery charge does not guarantee next day delivery; however every effort is made by ourselves & the couriers to achieve this goal.

Orders taken on Friday (after 12.00pm), Saturday or Sunday will normally be dispatched on Monday (excluding Bank Holiday's) for delivery on Tuesday. Orders taken on Friday before 12.00pm will normally be dispatched on Friday for delivery on Monday.

We do offer a Saturday morning delivery service for an additional charge.

3. MORNING DELIVERY GAURANTEE

Many of our items are covered by our Midday Guarantee. This guarantees that all confirmed deliveries will occur on the morning indicated or else we refund your delivery charge. The following items are excluded from this service; dropship items, items over 30kg or with a volumetric weight of more than 30kg

For dropship and heavy or large items Monkeyshine relies upon the services of third party couriers, and whilst we endeavour to ‘keep to our word’ there are unfortunately a few occasions when the couriers fail to perform the service that they are required to. This happens rarely, but because it does occur, albeit occasionally, we cannot be held responsible for the late delivery of an item. For the avoidance of doubt Monkeyshine will not refund the standard delivery charge for dropship, large or heavy items if the courier has failed to deliver the item(s) on the anticipated delivery date.

4. WHO DO WE USE?

Orders addressed within the UK mainland are sent by Interlink Express, you must arrange for someone at your address to be in and sign for the parcel on the expected delivery date OR give us your express permission to leave the item in a nominated location. Monkeyshine cannot be held responsible for the item once left by the courier.

For all orders covered by our Midday guarantee you will receive either an SMS text message or an e-mail informing you of the intended delivery day. Should this day be unsuitable you are given the opportunity to re-shedule delivery for an alternative day by simply replying to the text message or e-mail.

For most large item deliveries the courier will contact you by telephone to arrange a suitable day for delivery.

Where a parcel cannot be delivered, (e.g. no-one at home), you will be notified by Interlink Express with a telephone number to call to arrange a suitable time for re-delivery or collection.

5. HOW TO TRACK YOUR PARCEL

Once you have placed an order, you will receive an email confirmation that the order is being processed. When we dispatch the goods you will receive another email with your Interlink Express Tracking number. You can then visit the Interlink Website and enter your tracking number in the Consignment No box. You will then be able to view the status of your delivery after 7.30pm.

Occasionally parcels are delayed due to poor addressing/sign posting. We may need to give Interlink Express your telephone number in case they need to contact you regarding the delivery. There is a check box on the order form giving you the option of allowing or disallowing this information to be released.

Some small items, when ordered individually, are sent via Royal Mail Special Delivery and this is indicated on the shipping notification.

6. WHAT TO DO IF THERE IS A PROBLEM WITH THE DELIVERY

If the parcel does not arrive when you expect it then please don't hesitate to give us a call on 0845 257 3096. We will contact Interlink Express or the appropriate courier and call you back to let you know what's happening.

If the goods are damaged upon receipt please call us on 0845 257 3096 or e-mail: customerservice@monkeyshine.co.uk within 5 days of delivery.