The very best in gaming merch.....

FAQs

Deliveries & Despatch

All your purchases within the UK are handled by Royal Mail in the EU and internationally they are brought to your doorstep via Royal Mail Airsure.

What is the delivery process?

After your purchase you will be receiving two email updates from us...

The first status mail will be sent to you as soon as our logistics centre starts processing your order.
With the second mail you will receive a confirmation that your order has been dispatched from our warehouse. For UK orders over 1kg in weight, EU and all other international shipments this will include Royal Mail tracking number, so that you can track the current status of your order anytime.

Royal Mail or their regional delivery partner will deliver to your doorstep and will ask you to confirm the delivery by signature. As soon as this is done the status in the tracking system will show as ‘delivered’.

If nobody is present at your delivery address to receive your purchase order, Royal Mail or their regional delivery partner will leave a note for you informing you where to pick up your parcel, at the nearest post office or at your neighbour’s place.

How long will it take before I receive my goods?

Generally, delivery takes 2-5 working days if the delivery address is within the UK or EU. For detailed information per country you can visit the Royal Mail website. For shipments outside the EU additional time might apply due to customs clearance.



Payment methods

We accept payments through PayPal.  With a few clicks you can pay for your purchases and we will cover all charges that apply for you using PayPal.

During your checkout process you can select PayPal as a payment method. In a separate secure PayPal browser window that will open up, you will be asked to either log in with your PayPal account data or to proceed as a guest. Either way, we will get a feedback from paypal on your payment immediately.

As soon as you have confirmed your data on our site a PayPal pop-up window will ask you to register with your PayPal account in order to confirm the payment.

Please make sure to carefully check all your information to avoid mistakes. As soon as you have confirmed the PayPal payment the window will close automatically and you will be located to our order confirmation page. With the order confirmation the purchase via PayPal is completed. An order confirmation will be sent to you via email.

At the moment we don't accept credit or debit card payments however this will change soon.  In the meantime you can pay with your credit or debit card via Paypal.


Do I have to pay tax or duties?

For that question we unfortunately don’t have a one-fits-all answer as this is depending on the country your purchased item is being delivered to. Please look in our Shipping and Logistic section.

Delivery within the EU

Within the EU there will be no extra charges like tax or duties. The VAT applicable, according to the delivery country, is already included in our prices and will be paid by us.

Delivery outside the EU

Purchases from outside of the EU, for example from Switzerland or Norway, will be shipped DDU (delivery duties unpaid). It might be you will have to cover additional charges such as import duties when importing these items. For further information on that please get in touch with your local customs authorities

 

Refund Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards

Downloadable software products

Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

Book with obvious signs of use

CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@merchandisemonkey.co.uk.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@merchandisemonkey.co.uk

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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