Shipping & Returns

Carriage and Shipping

We aim to dispatch orders within one working day, if we receive your order before 12 noon we expect to dispatch it that same day, noon 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 12 noon will be dispatched on the next working day. This means that orders placed before noon on Friday, requesting next day delivery, would not be delivered until Monday (except bank holidays), unless Saturday delivery has been agreed and paid for.

Orders for next day delivery received after noon 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 Day Delivery

Next 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.

Timed delivery options may be available, but these incur high charges and must be agreed with and paid in full before dispatch. Please telephone us for such services.

We may use UKMail, City Link or Royal Mail Special Delivery for next day deliveries, as we see fit. 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, be sent by Royal Mail, First Class Recorded Delivery, at a charge of £3.85. 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 is unable to obtain a signature your consignment may be returned to their sorting office 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 £6.50, and delivered within two working days, usually between 0800 and 1730. 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 0800 and 1730 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.

If no one is available to sign on the first delivery attempt delivery will be attempted again on the following working day.

If UKMail or City Link are unable to complete delivery on 2 consecutive working days your consignment will be returned to their local depot. 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.

Third delivery attempts can be arranged, but only on our authority, and this is a chargeable service not included in our standard carriage fee. An additional payment of £6.50 is required for third attempts. This is to cover the charges made to us by our carriers for third attempt deliveries.

Please note that for courier delivery 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 is usually by Royal Mail only, although in some cases we can arrange for delivery by carrier to the main BFPO sorting office. This is a chargeable service, regardless of BFPO number, is subject to change, and may be withdrawn without notice to us.

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, any 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 by the BFPO Sorting Office. Comments are closed.

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.

Overseas orders will be charged at the time of ordering, as per our payment requirements, the goods order total will not include carriage. Carriage will be charged 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 your order will be cancelled.

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 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. This applies to all orders, UK, BFPO and International.

Shortages & 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.

Returns

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 £6.50.

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. 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. 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.

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.

All transactions will be completed in Pounds Sterling

Legal

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

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

All BT, all HS, IV3-IV56, KA27, KA28, KW1-17, PA20-PA78, PH19-44, all ZE.

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.