Delivery & Returns

This page explains how delivery and returns work when you purchase products from Monkey Hair via our website.

By placing an order, you agree to the terms below in addition to our main Terms & Conditions.

Delivery

Order Processing

Orders are normally processed within 1–3 working days (Monday to Friday, excluding bank holidays).

Processing times may be longer during busy periods, promotions or seasonal demand.

Order processing time is separate from delivery time.

Delivery Methods & Times

Delivery options and estimated timeframes are shown at checkout.

All delivery times are estimates only and are not guaranteed.

We are not responsible for delays caused by:

courier or postal services
incorrect delivery information provided at checkout
missed delivery attempts
customs processes (where applicable)
events outside our reasonable control

Delivery Address

You are responsible for ensuring your delivery details are correct and complete at checkout.

If a parcel is delivered to the address provided and the address is incorrect, we are not liable for loss. Re-delivery charges may apply.

Missed Deliveries

If delivery is attempted and missed, it is your responsibility to follow the courier’s instructions.

If a parcel is returned to us due to failed delivery attempts, you may be required to pay for re-delivery.

Safe Place & Signed Deliveries

Where a courier leaves a parcel in a nominated safe place or as authorised by you, responsibility transfers to you once delivery is confirmed.

We are not responsible for loss or theft after confirmed delivery.

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

Contact us within 48 hours of delivery.
Provide clear photos of the item and packaging.

Failure to notify us within this timeframe may affect our ability to resolve the issue.

Lost Parcels

If tracking shows your parcel has not arrived, contact us promptly.

We will investigate with the courier. Replacement or refund will only be issued once the courier confirms the parcel is lost.

Returns

Your Right to Cancel (UK Consumers)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

You must notify us in writing within 14 days of delivery if you wish to cancel.

You then have a further 14 days to return the goods to us.

Condition of Returned Items

Returned items must:

Be unused
Be unopened and in original packaging
Be in resaleable condition

We reserve the right to reduce any refund if the value of the goods has been diminished due to handling beyond what is necessary to establish their nature, characteristics and function.

For hygiene and safety reasons, we cannot accept returns of:

Opened haircare products
Used styling tools
Hair accessories that have been worn
Any product sealed for hygiene reasons once unsealed

This does not affect your statutory rights if the item is faulty.

Return Costs

Unless the item is faulty or incorrect, you are responsible for return postage costs.

We recommend using a tracked service. We are not responsible for items lost in transit during return.

Refunds

Once we receive and inspect your return, we will process any refund due within 14 days.

Refunds will be made using the original payment method.

Original delivery charges will only be refunded where required by law.

Faulty Items

If an item is faulty, please contact us as soon as possible with details and photos.

If a fault is confirmed, we will:

Offer a replacement, repair or refund in accordance with the Consumer Rights Act 2015
Refund reasonable return postage where appropriate

Exchanges

We do not offer direct exchanges. If you would like a different item, please place a new order and return the unwanted item in accordance with this policy.