Shipping & Returns

Carriage and Shipping

We aim to dispatch orders within one working day, if we receive your order before 2.00pm we expect to dispatch it that same day, 2.00pm is the deadline for orders required the next day. Our Next Day Service applies to working days only. Saturday deliveries can be arranged but will cost considerably more, prices available on application. Neither Sunday nor bank holiday deliveries are available.

Orders for next day delivery received after 2.00pm will be dispatched on the next working day. This means that orders placed before 2.00pm on Friday, requesting next day delivery, would not be delivered until Monday (except bank holidays), unless Saturday delivery has been requested and paid for.

Orders for next day delivery received after 2.00pm on a Friday will not be dispatched until the following Monday (except bank holidays), for delivery on Tuesday. Please see below for further details of our charges and delivery services.

Next Working Day Delivery

Next Working Day Delivery is available to most of the UK, provided items are in stock, payment is complete and our dispatch deadline is met. A signature is required for all next day deliveries, absence of a signatory will not be considered as a failure of this service. Put simply, if you request next day delivery then someone has to be available at the delivery address to sign for it. Delivery will only be attempted once, please see below for further details regarding failed deliveries.

Timed delivery options may be available, but these incur additional charges and must be requested and paid in full before dispatch.

Please note that timed deliveries, and in some cases Next Working Day services, may not be available to addresses considered remote by our carriers. If you are north of Edinburgh, or not part of the UK mainland, this may apply to you, please contact us if in any doubt.

We may use UKMail, City Link or Royal Mail Special Delivery for next day deliveries, as we consider best. Your order update email will confirm the service used, please check your account or emails within 24 hours of placing your order.

UK Orders below £25.00

Orders of a value below £25.00 will, with some exceptions, also be sent by UKMail or Royal Mail, First Class Recorded Delivery, at a charge of £4.95. First Class post is a variable service and can take between one and seven days to be delivered, if your order is below £25.00, but required swiftly, you must select our Next day Delivery Option. Carriage will then be charged at the full next day rate and your order dispatched for next working day delivery. Please note our deadlines and conditions for next day dispatch, as given above.

Our experience has shown that the majority of our customers would prefer to pay less carriage on smaller orders and wait a little longer for delivery. If this is not the case for your order you need to tell us.

If Royal Mail or UKMail are unable to obtain a signature at the delivery address your consignment may be returned to their respective sorting office or depot for collection. If not collected this will be returned to us and further carriage charges will apply.

UK Orders over £25.00

Orders over £25.00 will be dispatched by UKMail or City Link, at a charge of £6.95, and delivered within two working days, usually between 8.00am and 5.30pm We cannot give specific time windows for deliveries. Please note such deliveries require a signature.

We do our best to ensure swift and secure delivery of all orders, and we think it only fair that the consignee play their part in this too. If you are unlikely to be available at your delivery address between 8.00am and 5.30pm we can instruct UKMail or City Link to leave your order with a neighbour, or secure at your property.

Examples of secure locations are front porches, meter cupboards, over back gates, in greenhouses, or similar. Consignments are left secure on consignee's instructions only, and at the consignee's risk. Orders with the instruction 'leave secure' will be considered safely delivered once left secure. No claims for loss will be entertained in such circumstances.

If you prefer we can deliver to an alternative address, such as your workplace. This address must be given at the time of ordering.

Changes cannot be made to delivery instructions once an order has left our premises.

Failed Deliveries

Our carriers will call only once, and if no one is available to sign they will be unable to complete delivery unless other instructions have been given. In such cases your consignment will be returned to their local depot for collection by you, just as Royal Mail would do. If not collected from there within 5 days it will be returned to us. Please note our carriers' definition of 'local' may be some distance from your address.

Returned parcels always incur additional carriage charges. Any refunds given for non deliveries caused by such circumstances as given on this page will be made less the cost of the initial dispatch, and the return, as charged by our carriers. Repeat dispatch under such circumstances will also incur further carriage charges. These conditions also apply to orders returned due to incorrect or incomplete address supplied by the customer. Addresses cannot be changed after dispatch, nor can consignments be re routed without additional charges.

Further delivery attempts can be arranged, but only on our authority, and this is a chargeable service not included in our standard carriage fee. A further payment of £6.95 is required for each additional attempt. This is to cover the charges made to us by our carriers for such attempts.

Please note that for courier deliveries certain addresses within the UK are considered as outlying or remote, and are charged at a higher rate. A full list of post codes subject to higher carriage charges can be seen at the end of this information. No surcharges will be made without informing the customer first. Next Day Delivery may not be available to some of these addresses, please call or email if you have any concerns.

BFPO Orders

Delivery to BFPO may be by Royal Mail or direct to the main BFPO sorting office by carrier. This is a chargeable service, regardless of BFPO number, is subject to change, and may be withdrawn by BFPO without notice to us.

BFPO orders requested as 'Next Day' will be dispatched for delivery to the BFPO Centre on the next working day. Selecting Next Day for your BFPO delivery will not guarantee delivery to you the next day as all such consignments must pass through the BFPO system first.

Consignments to BFPO addresses may be subject to size and weight restrictions. For example, deliveries to operational addresses must not exceed 2kg in weight.

Certain BFPO addresses are VAT exempt, and some are carriage free. Please see our VAT Free BFPO information for further details.

Consignments to BFPO addresses are subject to rules beyond our control and certain items may not be available to BFPO addresses, as any item deemed as 'hazardous' by BFPO may be refused, and or returned to us. We have no control over this. Knives seem to be particularly problematic.

Tracking and insurance for BFPO orders will apply only until delivery is accepted by the BFPO system. Orders will be considered as delivered once accepted at the BFPO Sorting Office. We have no influence or control over orders once they enter the BFPO system.

Customers are advised that the BFPO system offers no form of tracking for items of mail, nor do they offer compensation of any kind for items lost within their system.

Kit Monster will only accept responsibility for items lost en route to the BFPO centre. Once delivery has been confirmed to BFPO the item has reached the final and only address to which we can deliver, and no claims for loss or damage will be accepted.

Customers who do not wish to accept this condition are strongly advised to consider using a different delivery address.

BFPO addresses must selected from our drop down list of countries, IE United Kingdom (BFPO 22).

Failure to do so will result in incorrect delivery charges being applied, or a delay in the dispatch of your order. BFPO orders should not include the country of your posting as this confuses our system and will delay your order.

International Orders

Orders for delivery outside the UK will be quoted for carriage on an individual basis. It is not currently possible for us to automate overseas carriage as too many variables apply.

The goods value of overseas orders will be charged at the time of ordering only, as per our payment requirements. This order total will not include carriage.

Payment for carriage will be requested as a separate item, and an order specific email will be sent with payment instructions. Should carriage not be paid with 14 days of this email the link will be deactivated. Should you prefer to cancel your order you must do so by email quoting your order number.

Overseas orders may be sent by one of various carriers and services, options and details will be confirmed by email.

Overseas customers must ensure they are legally entitled to purchase, import and possess the items they order. Kit Monster does not sell anything illegal under UK law, but cannot make any such guarantee for countries outside the UK. Kit Monster will not be liable for any offences caused by customers importing items deemed illegal in their chosen delivery location. Nor will we be liable for items seized by customs or any other authority.

The buyer or addressee is responsible for any and all customs charges or import duties that may apply to their order.

Non-delivery

Should our carriers be unable to complete delivery of your order, for any of the following reasons:

  • No one is available to sign for it
  • The order has not been collected from their depot
  • The address is incorrect or incomplete

Then your order will be returned to us. The customer will be responsible for all costs incurred by such returns, and any additional charges for re dispatch. Any refunds for such orders will be made less all carriage costs, and such costs may exceed the original carriage charge. This applies to all orders, UK, BFPO and International.

Shortages, Non-Deliveries & Damaged Items

Any shortages from your order, against the delivery note, or items found to be damaged on delivery, must be brought to our attention, by email or letter, within 7 days of delivery. No claims for shortages, or damage will be accepted after this time. If your consignment is damaged on delivery, you must bring this to the attention of the delivery person, and us immediately. Damaged packaging must be retained pending our inspection.

All claims for non-delivery, damaged consignments, or missing items must be made within 14 days of our email update advising dispatch, or within 7 days of delivery, whichever is sooner.

Returns and Cancellations

If you are not satisfied with any purchase for any reason, you may return it within 14 days, unused, and in the original, undamaged packaging, for exchange or refund. Neither refunds nor exchanges will be granted for items not returned in the same condition as supplied.

Returned items must include a note of your contact details and order number, ideally send us back the delivery note.

It is also useful for us know why you are making a return.

Please note that no carriage costs will be refunded. After 14 days all sales are final.

Exchanges will be subject to a further minimum carriage charge of £6.95.

This is in addition to your statutory rights, and does not affect those rights.

In the unlikely event that we supply an item incorrectly, or an item is faulty, a complete refund or exchange will be given.

We recommend that all returns be sent using a traceable service, such as Royal Mail's Recorded Delivery, and be insured, Kit Monster will not accept responsibility for items lost in transit to us. Return carriage costs will only be refunded for items sent in error by us or found to be faulty, and agreed as such by us. Return carriage will only be refunded to the value of the carriage paid on your original order, or the amount appropriate to the value of the item as per our carriage rules above. Customers choosing to use express services at a higher cost do so at their own expense.

Refunds will always be made to the same payment source as the original purchase.

Please call or email before sending returns. Returns must be sent promptly after contacting us, sales are final after 14 days. It is not acceptable to contact us and then wait weeks before returning the goods.

Please note this returns policy applies to mail order sales only, and a different policy applies to counter sales. Please ask about returns when buying in store.

Under European Union regulations, individual buyers have the right to cancel their orders within seven days of their contract with us, or seven days of receipt of the goods (whichever is the longer). If the buyer chooses to cancel their order, they will have their payment returned. Please see our returns policy above for further details regarding returns. All returns should be made to our retail address, not our registered office address. Cancellations must be made by email to and include your order number. Carriage charges will still apply to orders cancelled after dispatch, we further reserve the right to deduct any cost incurred by recovering any orders cancelled after dispatch.

All transactions will be completed in Pounds Sterling

UK Post Codes and areas subject to additional charges (considered outlying or remote by our carriers).

All BT, all HS, all IV, AB31-38 and AB40-56, KA27, KA28, KW1-17, PA20-PA78, PH4-44, all ZE. Please note this list of post codes is not exhaustive, and may be subject to change.

Additional charges also apply to the Isle of Wight, Isle of Man and the Isles of Scilly.

We use Royal Mail for these locations whenever possible to avoid additional charges to our customers. But in some cases additional charges may be unavoidable, no charges will be made without the customers consent, but no goods will be dispatched without payment of carriage in full.

Legal

UK law will apply in all instances in relation to this site, and any transactions, disputes or complaints relating to this site.

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BFPO VAT Free
Orders delivered to some BFPO addresses may qualify for a VAT refund. Please click here to view conditions.

Download our preprepared
form 15(10)
(PDF format).

BFPO Postage
BFPO addresses are entitled to the same postage rates as UK addresses, and some addresses qualify for free postage. To enjoy these privileges, please ensure you register your BFPO address as being in the UK, regardless of your true location.

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