Returns
Do you offer an exchange service?
We do not offer an exchange service for orders being returned by post. All returned items will be refunded via the original payment method and you will need to place a new order.
If the garments do not fit, can I return them?
Yes, our returns period is 28 days from the date you receive your order. Items which are not in their original packaging or have any tags removed will not be eligible for a refund. 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.
How do I return my order placed online for a refund?
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 receive a confirmation email.
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 (depending on the time of year) to process your return and refund.
How do I return my order placed in-store for a refund or exchange?
Please visit our store during the opening hours and they will issue your refund or exchange.
Can I return an order I placed online to my local Monkhouse store?
No. All online orders including home delivery, School delivery and delivery to a Monkhouse store are to be returned by post. Using your returns form within your order parcel please follow the instructions and Royal Mail link.
Can my child’s school return the items for me?
No, it’s the parents/guardian's responsibility to return the items.
What should I send the items back in?
Please use the same packaging you received the items in. If this isn’t possible please ensure the items are packaged in a secure bag and the pre-paid sticker covers your address label to avoid the parcel being returned back to you.