Delivery & Returns

Shipping
We process and send orders during our daily business hours (Monday to Friday except holidays) from 9 am to 6 pm. All shipments are managed through our partner Despatch4U and are dispatched within 24h after receiving payment.

Our products are despatched in our custom packaging (only B2C), which is made from responsibly sourced materials that are recyclable and biodegradable.

Orders placed after 2pm GMT will be processed the next working day. We do not deliver on Saturdays or Sundays. Deliveries may require a signature on delivery, and so it is not possible to ship to PO Box Addresses. 

Estimated Shipping Times
Deliveries within the UK with DPD/Interlink: 2-3 working days, depending on the postcode and ease of accessing your location. Most locations can be reached for next day delivery if order is placed before 2pm. 
Deliveries to remote place and British Islands: 2-3 working days
Deliveries in the European Union with DHL/DPD: 5-8 working days.
Deliveries to other countries with DHL: 6-7 working days, depending on customs procedures.
Click here for map showing UK shipping zones (pdf). Please ensure you select the correct shipping method for your delivery location at the checkout.

Shipping Costs
The shipping costs depend on the delivery address and will appear in the shopping cart before you make payment. 

Overseas Delivery 
Overseas charges are calculated at checkout by our delivery partner Despatch4U. Deliveries are to the door only. Countries outside the EEC may incur customs duty on delivery. All customs or handling charges levied at the final destination are beyond our control and we are unable to accept any responsibility for these. Charges will depend on the country and you should enquire locally for more information.

Tracking your Order
As soon as we have sent your order, you will receive an email informing you of the tracking number and the link to track your package.

Missing Delivery
In the unlikely event that your order hasn't arrived within the estimated time period at the point of order, please contact webshop@monoware.com quoting your name and order number and we will investigate immediately.

Return of Goods Policy / Refunds. 
The following terms only apply to goods and services bought via our website. For Monoware goods bought from any other outlet please refer your request to the outlet from which you bought it. As stipulated by the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery.

The product you return must be in new, unused condition with all the original packaging and product tags still attached. New and unused means that there are no marks on the item or packaging. We are unable to accept any item with any sign that it was used. Returns are at customers' own expense and risk and we advise that you use an insured, signed for service.

All amendments to orders or requests for cancellation must be notified in writing either by email at webshop@monoware.com (subject line Monoware Return) or by post to Monoware Ltd., 155C Lordship Lane, SE22 8HX London. Please state the Order ID number (which you can find in your order confirmation email), your name and address, the date you placed the order and giving your clear instruction to cancel the order. 

All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs and charges for returning the goods, within 7 working days. For security reasons, refunds are made by the same method as the original payment was made.

Returns should be packaged carefully and returned to:

Monoware
c/o Despatch4U
Unit 39c
Lancaster Way Business Park
Ely CB6 3NW
United Kingdom

Label the package Monoware Return and include a copy of your packing slip. The order should be sent using an insured and recorded service, and please always retain proof of postage.

Damaged Items
We make every effort to deliver your items to you in perfect condition. We recommend that you check your delivery as soon as it is received. If your item(s) arrive damaged or broken, please email us with photo evidence within 48hrs. Our standard Returns Policy is 14 days.

If there is a problem with your order please contact webshop@monoware.com as soon as possible so that we can resolve it for you promptly.

International Returns (Products sold outside the UK)
Prior to dispatch we double-check all of our products to be sent overseas to ensure that they are in perfect condition when they leave the warehouse but we are aware that occasionally things can go wrong in transit. We will always stand by our products and if they are damaged in transit or faulty we will repair/replace them. However, you must cover the cost of returning the faulty product to us. This may seem harsh, but we currently only have an UK office and we simply cannot offer the same level of after sales service to non UK customers as we can to our UK customers so we ask you to please consider this before ordering.