Please find below information on our delivery times, packaging, returning goods and refunding payments. If you have any queries or require further information, please contact us.
Although we are currently shipping orders as normal, the UK social distancing measures and lockdown has placed an understandable strain on the Royal Mail and our couriers. Once despatched, orders are taking between 6–21 days to be delivered. Please bear with us, thank you for your patience.
Free UK Delivery
UK orders totalling over £50.00 (not including any discounts or shipping costs) are delivered for free.
Delivery Costs for Standard Online Shop Orders
Our standard UK shipping charge is £2.99 and orders are despatched by Royal Mail 2nd Class. Occasionally, if a package is eligible for free or standard delivery but is too heavy or valuable to be sent via Royal Mail, it will be sent by courier at no extra cost to you.
You can upgrade to Royal Mail 1st Class or Courier Next Working Day on the Checkout page for a small additional charge.
For all overseas destinations, delivery is by Royal Mail International or by Courier and is charged at cost. The price is based upon the weight of the products ordered. You can estimate shipping charges on your Cart page and they will be confirmed when you checkout.
Our delivery costs are comprised of picking and packing charges, storage, the actual packaging, plus the cost of delivery itself. We strive to keep delivery costs as low as possible whilst ensuring the quick and safe delivery of customer's purchases.
UK Delivery Times for Standard Online Shop Orders
Once payment has been processed we aim to ship all orders within two (2) working days of receipt – though we strive to be quicker.
Working days for us are Monday to Friday (not including UK Bank / Public Holidays). Delivery times for orders placed at our online shop are estimated as follows:
UK Standard (Royal Mail 2nd Class): 3–6 working days.
UK Royal Mail 1st Class: 2–3 working days.
UK Courier Next Working Day*: 1 working day.
* Courier Next Working Day delivery is available for completed UK orders placed Monday to Thursday (excluding Bank Holidays) before midday GMT. Orders placed on a Friday will be delivered the following Monday. Courier Next Working Day will require a signature on receipt so please ensure there is someone in at your Shipping Address to receive your order.
If your order cannot be delivered, a card should be left to notify you of the delivery attempt (though this may not happen if the delivery address is a block of flats, if the address is protected by an intercom entry system or if there is no obvious letterbox). The card will contain details of how to re-arrange delivery. After 5 working days from the first delivery attempt, if the order has not been delivered or collected, then the goods will be returned to us and you will need to contact us to re-arrange delivery and this may be subject to an additional charge.
Overseas Delivery Times for Standard Online Shop Orders
EU and Europe: 4–15 working days.
Rest of the World including USA and Canada: 4–15 working days.
Please note overseas orders may be liable to import tax or customs charges for which customers are solely liable for.
Maximum Order Weights
For UK orders, the maximum weight is 30KG. For all overseas orders it is 10KG. If your order weighs more than this, you may not see any delivery options at the checkout. Please contact us for a bespoke delivery cost.
Get in touch with us if your order does not arrive when it should (see above). We’ll find out what happened to your order and get it to your doorstep as soon as possible.
Important: We cannot replace missing orders that are received by someone else on your behalf. We also cannot replace orders where the delivery address has been entered incorrectly by the person placing the order.
Please contact us immediately if your delivered order is missing any products. We'll find out what happened to your order within three (3) working days and we'll get them to you as soon as possible or give you the option of a full refund of the missing items.
Monroe Skincare is moving towards sustainable packaging for all orders shipped from our online store. All our shipping cartons, paper bags, delivery notes and leaflets can easily be recycled either with your domestic recycling collection or at any recycling point. Where possible our packaging has also been made from previously recycled materials.
To protect the contents of larger orders we use Biofill – this is an environmentally responsible natural packaging material made from starch that is 100% biodegradable, fully compostable and is manufactured from annually renewable sources such as wheat or vegetable starch. These protective chips are designed to mould around products to keep them safe in transit – they are light, economical, clean and odour free.
RETURNS & REFUNDS
We want you to be happy with your new purchase. However if you need to return an item we are here to help.
We guarantee our products for twelve (12) months from the date of purchase. In the unlikely event of one of our products failing we will exchange the product for you or, if you wish, give you a full refund.
Within fourteen (14) days of receipt of your order, you may return any unused / unopened items for a full refund or exchange. Goods must be completely unused and in a saleable condition.
The UK’s Consumer Contracts Regulations require that you provide written notice of cancellation (i.e. you wish to return the goods) within fourteen (14) working days. Goods do not have to be returned within this period for you to secure a refund. A refund must be made within fourteen (14) days of the receipt of your written cancellation, but we may delay refund if we have not received the cancelled items or sufficient evidence they have been returned. If items have been sent by a non-standard delivery method requested by the customer, the additional cost for this non-standard delivery will not be refunded.
How to Return a Product
To return an item, first please contact us for a returns number and a pre-paid returns label (where applicable).
Then wrap your goods securely and please print-off and include your original confirmation email or shipping email with your return. Alternatively please indicate your order number on a separate piece of paper.
To help us improve our service we would appreciate it if you could indicate the reason for returning your purchase.
If you are not using a pre-paid returns label then you can return your product(s) to this address:
C/O King of Shaves (Online Returns Dept),
Prospect House, Crendon Street,
High Wycombe, Bucks HP13 6LA,
For your protection, we strongly recommend that you use an insured recorded delivery method as we cannot be liable for any returns not sent using our pre-paid returns label.
If you decide to return a product to us, or if you have a faulty product and wish to have a refund instead of an exchange, we will notify you via email of your refund and we aim to do this within fourteen (14) working days.
The refund will go to your original payment method, so for example if you paid for your goods by card then we will refund your money back to that card, or if you paid using PayPal, then we will refund you via PayPal.
Important: We can only refund shipping costs if the return is a result of our error or if you are returning a faulty product. We can only process returns and refunds for items purchased directly from monroeskincare.com.