Customer Support

Welcome to the MonsterShop customer support page. We want all of our customers to be thrilled with their purchases but if you have any concerns please don’t worry, we’re ace at finding solutions and we will work with you to get issues resolved as fast as possible.

There are answers below for the most common questions that we receive. We also have a comprehensive Knowledgebase which contains tonnes of information about many of our products. If the answer that you are looking for is not included you can either email us at help@monstershop.co.uk or give us a call on 01347 878887. Our office is open Monday to Friday between 9.00 and 17.30. If you call outside these hours just leave us a quick message and then we’ll get back to you as soon as we can.

• Shipping & Delivery
• Privacy & Security
• Returns & Replacements
• Viewing Orders & Updating Account Information

Shipping & Delivery

Bet you can’t wait to receive your new products. Well if you get your order placed before 2pm we aim to get orders dispatched on the very same day. Order received after 2pm will be dispatched on the next working day. Deliveries usually take just 1 working day to England, Scotland and Wales but sometimes, due to events outside our control, they can take a little longer.

Deliveries to Northern and Southern Ireland usually take just 2-3 working days from dispatch. Some larger orders may need to be signed for on delivery so in these cases we will phone you before dispatching to make sure you are going to be available. We really are about empowering customers by providing quality products that offer excellent value for money so that’s why we are proud to also offer FREE DELIVERY on mainland UK deliveries; no hidden charges with MonsterShop. For orders outside of mainland UK, we try to keep delivery costs to an absolute minimum and these are added to orders at the checkout. If you’d rather collect your product yourself then you visit our warehouse located in Sheriff Hutton, York. Just give us a call in advance so we can ensure that your order is ready for you to collect and a quick side point, we all really like chocolate cake. Just saying.....

Privacy & Security

We are extremely protective about our customers’ privacy and security so please don't worry as we have procedures in place to protect you and we would never share your details with anyone. We prefer to have you all to ourselves, in a nice way obviously. Click here for information about our Privacy policy.

 

Returns & Replacements

If you change your mind before the product is dispatched you can simply cancel your order by e-mailing us at help@monstershop.co.ukor phoning us on +44 (0)1347 878887. We may need to contact you to arrange the payment of the refund and confirm that the order has been cancelled.

We also have a 14 day cooling off period so you can change your mind at any point within 14 days of buying the product. All you need to do is return it to us, unopened and in a resalable condition. Returns must be made within 14 working days from the purchase date and you, the buyer, will need to cover return costs and organise your own courier so that you’re covered in case the product is damaged or lost on its way back to us.

MonsterShop Warranty

A 12 month warranty is provided on all of our electrical products therefore in the unlikely event you ever need to use the warranty; we will cover all labour and parts. The buyer must cover the returns cost and provide tracking information. Our warranty policy is to try fixing the item before arranging an exchange or refund. We will cover redelivery costs.

1. Contact our Customer Care team on 01347 878888 to obtain a return reference number.
2. Once returned, our engineers will work on fixing the purchased item. Only if the item is in an unfixable condition will an exchange be arranged. If no suitable replacements can be offered we will offer a full refund.
3. A member of the Customer Care team will make contact to arrange the returns process.

Please note: Returns will not be processed without a valid returns reference number. For non-electrical products, a 30 day returns policy is provided therefore in the unlikely event that your item is delivered damaged or in non-working condition we will arrange an exchange free of charge.

1. Contact our Customer Care team on 01347 878888 to book a return and obtain a return reference number.
2. We will arrange for a collection of the original item and replace it with a new one.
3. A member of the Customer Care team will make contact to arrange redelivery.

Please note: Returns will not be processed without a valid returns reference number.

For more information visit our Terms and Conditions.

Viewing Orders and Update Account Information

You can view current and previous orders and also update your account details by clicking here and signing in to your account.