Shipping & Returns
These notes form part of our terms & conditions, to which, by placing an order, all customers agree
Charges are applied by order value
£2.90 for orders under £4.00
£4.95 for order over £4.00 an under £25.00
£6.95 for orders over £25.00
£8.95 for next working day, any value, conditions apply
Carriage for international orders is calculated and requested on an individual order basis, please see below for further details.
Carriage and Shipping, standard service
We aim to dispatch orders within one working day, standard UK delivery times are 2-6 working days, usually less.
We do not process or dispatch orders on Saturdays, Sundays or bank holidays.
Next Working Day Delivery
The deadline for same day dispatch is 2.00pm on working days. Our ‘Next Day’ service applies to working days only, we define working days as Monday to Friday, excluding bank holidays.
This means that orders placed before 2.00pm on Friday, requesting next day delivery, may not be delivered until Monday (except bank holidays). We do not offer a guaranteed Saturday delivery service.
Orders for next day delivery received after 2.00pm will be dispatched on the next working day. Such orders, placed after 2.00pm on a Friday will not be dispatched until the following Monday (except bank holidays), for delivery on Tuesday.
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 may be required for next day deliveries, delays caused by absence of a signatory, or security measures at the delivery address, will not be considered as a failure of this service.
If you request next day delivery then someone should be available at the delivery address to receive the consignment, unless you have provided alternative options for the delivery, such as ‘leave secure’ or ‘with neighbour’. Delivery may 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 whichever service provider 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. In most cases the carrier will send email or text updates to the buyer.
Delivery
The majority of orders are sent on tracked services with either Royal Mail or Parcelforce.
Orders may be left secure or with a neighbour unless otherwise instructed by the buyer as part of the order instructions
Higher value orders or those sent to communal or business addresses may require a signature. If the carrier is 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 may apply.
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 6.00pm we can instruct our carrier to leave your order with a neighbour, or secure at your property when we book dispatch.
Examples of secure locations are front porches, meter cupboards, over back gates, in greenhouses, or similar. Consignments are left secure 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 to delivery instructions cannot be made by us once an order has left our premises. It may be possible for customers to make changes direct to the carrier through the carriers’ delivery email or text updates; we have no access to this option.
Failed Deliveries
Our carriers may call only once, and if no one is available to receive the delivery they may 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. If not collected within 5 days it may be returned to us. Please note our carriers’ definition of ‘local’ may be some distance from your address.
Returned parcels may incur additional carriage charges. Any refunds given for non-deliveries caused by such circumstances as given in these notes 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 details 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 may be 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.
Deliveries to military & government establishments
Access to military establishments is sometimes restricted due to the security measures in place at these locations. If our carrier calls at a military establishment and is turned away this will not be considered a failure of our service as such access problems are beyond our influence or control. Deliveries to such establishments are usually directed to a central location such as the Post Room and it is unlikely our carriers will be able or permitted to deliver to your specific location at that site. Please include your full details such as department, course title & number, Platoon, Troop or COY to ensure correct and swift delivery.
BFPO Orders
Orders to BFPO addresses will be sent by Royal Mail to the main BFPO sorting office.
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 on 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.
Being outside the UK, BFPO addresses are VAT exempt and calculated as such at checkout. VAT refunds are not available for such orders, as VAT will not be applied, there is no need to submit VAT form 15(10)
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 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 be 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 destination 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 viable 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, as per our payment requirements, totals for such orders will not include carriage.
Payment for carriage will be requested separately by email. 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. Some items we stock are not available for export and others may be prohibited from transportation by air, such conditions will be noted in item listings. Examples of prohibited items include bladed articles and flammable materials.
Everything Kit Monster offers is UK legal, but we 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. Kit Monster will not be liable for non-delivery caused by failure to pay such charges or duties.
EU VAT
Following the United Kingdom’s departure from the EU all orders placed for delivery within the EU will be charged and supplied with VAT rated at zero. This does not necessarily mean such orders are VAT free, and customers will be responsible for declaring imports and for all relevant import duties including VAT and any other related customs charges, as required by their local laws.
Non-delivery & delays
Should our carriers be unable to complete delivery of your order, for any of the following reasons
- No one is available to sign for or otherwise receive the delivery
- The order has not been collected from their depot
- The address is incorrect or incomplete
- Order refused at delivery address or access denied
In such circumstances 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 the packaging for your consignment is damaged on delivery, you must bring this to the attention of the delivery person, and us immediately. Damaged packaging should be photographed prior to opening and must be retained for 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. UK law allows distance sellers up to 28 days to complete deliveries, refunds for orders thought to be lost in transit will not be completed before 28 days have elapsed from dispatch, regardless of service used.
Returns and Cancellations
If you are not satisfied with any purchase for any reason, you may return this within 14 days for exchange or refund. Returns goods must be unused, and in the original, undamaged packaging, with tags attached where applicable. Refunds and exchanges may be refused or reduced for items not returned in the same condition as supplied, or within the required time frame.
Returned items must include a note of your contact details and order number, ideally please send the delivery note with your return. 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, subject to timely return of the relevant item.
We recommend that all returns be sent using a traceable service, such as Royal Mail’s Tracked or Signed For services. Kit Monster will not accept responsibility for items lost in transit to us. We do not provide a return service for correctly supplied goods.
Paid returns may be available for items sent in error by us or found to be faulty, and agreed as such by us. We will provide our choice of either a Royal Mail label or refunded return carriage. Refunds will be 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. Should a customer choose not to accept an exchange or replacement for incorrect or faulty goods this will be considered a cancelled order and processed as appropriate within our terms and conditions.
Refunds will always be made to the same payment source as the original purchase; we cannot refund more than the original payment. For PayPal payments we reserve the option to process refunds less payment fees as PayPal do not refund these to us.
Please call or email before sending returns. Returns must be sent promptly after contacting us and 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 info@kitmonster.co.uk 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, including PayPal fees.
All transactions will be completed in Pounds sterling. We are not responsible for variations in exchange rates or bank charges, due to these variables customers outside the UK requiring refunds may receive a lesser amount than originally paid, this is beyond our control.
Remote Locations, UK
Some UK post codes and areas may be subject to additional charges (considered outlying or remote by some carriers), next day delivery may not be possible to such locations.
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 may apply to Scottish Highlands & Islands, 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.