FAQ

Frequently Asked Questions

Returns

If the garments do not fit, can I exchange them?

Yes, we offer a 30 day Returns Policy. Items which are not in their original packaging or have any tags removed will not be eligible for a refund or exchange. Please visit our returns page for more details https://www.monkhouse.com/pg/17/Returns

How do I return my order for a refund or exchange?

Please include your returns form in your parcel and go to the Royal Mail link to print off a free tracked returns label. This can also be printed at the Post Office. Once we have received your parcel, you will be notified by Royal Mail either by text, email or both.

How long does it take to process my refund?

Please allow 2 working days for the parcel to reach us and a further 14 working days (dependant on time of year) to process your return or exchange.

Sizing

How do I size my child?
Watch our latest videos on how to measure your child >

We recommend checking your child’s measurements before buying, using our top tips to ensure the best fit. To get the most accurate measurements, where possible measure over the undergarments most likely to be worn, rather than over outer clothing.

Please Note: All of the sizes of our garments are given in inches.

  1. Height – This is best done barefoot, with feet together flat on the ground and back against a wall; measure from the top of the head to the ground.
  2. Neck – Place the tape measure where the shirt collar would normally sit around the base of the neck. Leaving a little extra room is very important so that the collar is comfortable, so make sure not to pull too tightly.
  3. Chest – Take the tape measure through the underarms, around the fullest part of the chest.
  4. Waist – To measure the natural waistline find the bottom of the ribs and the top of the hips, wrap the tape measure around the waist which is midway between these points. Be mindful not to pull too tightly to ensure comfort.
  5. Hips – Standing straight with the heels together, take the tape measure around the fullest part of the bottom.
  6. Inside leg – This time shoes on; measure from the inside leg to where the trouser is normally worn on the shoe. If you’re unsure, trousers should sit approximately 5cm from the ground.

 

Booking an appointment with your store

How to book an appointment?

Please visit our online booking system page https://www.monkhouse.com/pg/906/The-Booking-System

Can I book an appointment for August?

Please keep looking at the appointment system for new release dates of appointments. They are released 4 weeks in advance.

Can I just turn up on the day?

Yes but only on selected days. Please use the store locator to find out this information.  It will detail ‘’no appointment required’’.

What’s the address of your stores and opening times?

Please visit our Stores and Opening hours page where you will be able to find the address, opening hours and additional information for our stores. 

 

Placing an order online

How do I place an order online?

Making sure that you are signed into your account, add the items you wish to order to your basket. Check you have the correct sizes selected and once you’re happy with what’s in your basket, you can now press ‘Proceed to Checkout’.

Here, you’ll enter your delivery address and any delivery instructions you wish to provide us with. On the next page, select what type of delivery service you want to use from our list of options. Once selected, you’ll be taken to an order summary so you can once again check you are happy with your purchase before moving on to the payment stage.

You will then be taken to our secure Sage Pay page where you can enter your payment details and complete your order.

If you realise there was a mistake with your order or if you have any issues with the process, please contact our customer service staff who will be more than happy to help.

How much does delivery cost?

We charge postage within the UK according to the basket value

£0.01 to £10.00 is £2.49 plus VAT (including VAT £2.99)
£10.01 to £84.99 is £5.83 plus VAT (including VAT £6.99)
£85+ is free of charge

How long does a delivery normally take for an online order?

If all of your items are in stock it can take between 14 working days for any in-stock items for delivery.

If you have placed an order that has an out of stock item we will dispatch your order 14 working days once the item has arrived back into stock.

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