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F.A.Q.s

Information Regarding Coronavirus (COVID-19) To Our Customers

An update from Menkind about stores

Store opening update:

We are happy to announce that our stores across the UK are open again!

We will keep our store locator up to date with any new information.

Rest assured, we will follow the latest guidance from the government and ensure extra safety and hygiene measures are in place.

Customer Services

How to contact us

If you need help with your order or would like to talk about a product, call us now on 0333 240 5733.

Our lines are open:

Mon-Fri: 8.00am to 10.00pm

Sat-Sun: 9.00am to 10.00pm

Bank Holidays: Closed.

Alternatively you can always drop us an email through our contact page. We'll send an automatic reply to let you know we have your query, and will typically respond within 2 working days.

Delivery

How quickly do you deliver in the UK and how much does it cost?

Standard Tracked Delivery - £3.99: With our standard delivery, your parcel will reach you within 3 - 5 working days, and is fully tracked to give you piece of mind. Depending on the size, weight, and value of your order, this will either be sent with your normal postie through Royal Mail, or with a courier that may require a signature on delivery. *Sadly free shipping is not available to the Scottish Highlands, Isle of Man, Channel Isles and Northern Ireland, or for personalised items and items sent from 3rd party suppliers.

Express Tracked Delivery - £5.99: Via Royal Mail 24 or DPD - This delivery option is a tracked and signed for service so you can follow your parcel’s progress right up to your door! Orders will typically be delivered by Royal Mail 24 or DPD within 1 to 2 working days. This service is only available to UK mainland addresses; any addresses that will take longer to reach will clearly have a later estimated date in checkout. Sadly, our express delivery is not available to customers with the following postcode prefixes: AB, IM, GY, JE, BT, FK, HS, G83, IV, KA 27-28, KW, PA, PH and ZE.

Saturday/Sunday Delivery - £7.00 - currently unavailable  - We understand that weekends might be the only time you can receive parcels to your house, therefore we offer both Saturday and Sunday deliveries at the lowest price possible. Delivered by DHL or DPD, you can follow your order right to your door. Orders will need to be placed by 3:00pm on Friday for Saturday delivery, or 3:00pm on Friday for Sunday delivery.

Click & Collect: Our free Click & Collect service allows you to order an item online and then collect it at your nearest Menkind shop. Simply select the Click & Collect option at the online checkout and select your nearest store. Your item will be held for 10 days, and is normally ready to collect within next day. Please note that Click and Collect orders must be paid for via credit/debit card (rather than PayPal or Amazon Pay). This is because we will only charge you for your item once our stores have confirmed that your order has been set aside.

Personalised Item Delivery - £5.00: For any personalised products, your parcel will be sent directly from the manufacturers that help us to create them. Unfortunately these cannot be tracked, but will typically be delivered in 5-10 days.

UK Delivery To: Northern Ireland, The Channel Islands, the Scottish Highlands & Islands & The Isle of Man: 

Economy tracked delivery costs £4.00 and our Express service is £15.00

How much does it cost to deliver to non-UK addresses?

Delivery outside of the UK is currently unavailable.

For more information , please contact us, as we may be able to provide you with a bespoke quote.

What is Click & Collect?

Put your mind at ease with our free Click & Collect service, which allows you to order an item online and then collect it at your nearest Menkind shop as early as the next day. Simply select the Click & Collect option at the online checkout and select your nearest store.

Click & Collect hands the power to you to decide when you want to collect your gifts. It also allows you to be in and out of the store in no time at all, so that you aren't spending any longer in busy shopping centers then you need to.

Your item will be held in-store for up to ten days, depending on space. Please note that Click & Collect orders must be paid for via credit/debit card (rather than PayPal or Amazon Pay). This is because we will only charge you for your item once our stores have confirmed that your order has been set aside.

Please be aware that not all our gifts are available for Click & Collect, such as our personalised lines. You can check whether an item is available for Click & Collect on the product page itself - however you can also check out our top gift ideas available for Click & Collect by clicking here.

How can I track my order?

Express delivery - If you have opted for our Express delivery service there are a number of ways to track your order. An email with tracking information will be sent to the email address you used to check out. Simply follow the link in the email for the latest information regarding your delivery. If you have provided a mobile number, the tracking information will also be sent via an SMS message.

Standard delivery - All our standard deliveries are now fully tracked and sent via Royal Mail. Full tracking details will be provided with your dispatch email.

If you are unable to locate your parcel, please contact customer services using our contact us page.

What if I’m not at home to accept my delivery?

Don't worry! Here's some info to help put your mind at rest:

Express Delivery - DHL and DPD offer various options for you to choose! Often they will automatically try to deliver your parcel the next day if no one is home. There are also options for you to select a neighbour's house, a safe place to leave it or even get it delivered to one of their local pick up points.

Standard Delivery - If you are not home Royal Mail will leave a calling card to tell you that it's been delivered to a neighbour or that its been taken back to your local sorting office. They usually hold it for around 7-10 days giving you plenty of time to pop in and pick it up.

How much does it cost to deliver personalised and direct supply items?

Delivery for personalised and direct supply gifts is £5.00.  Personalised gifts are created and sent direct to you by the manufacturer within 3-8 working days.  If your order contains any other items which are not personalised, these will be sent Tracked delivery at no extra cost.

 

Ordering

What methods of payment do you accept?

We accept most major debit and credit cards including, Visa, MasterCard, Visa Debit, Delta and Paypal.

We now also give you the ability to pay using Amazon Pay. If you already have an account with Amazon you can use these details (such as saved cards and delivery addresses) during the checkout process to make buying an item super quick!

Can I cancel an order?

If you need to cancel an order please contact customer services immediately here or call us on 0333 240 5733 and we will try to stop your parcel, although this can not be guaranteed as we process and ship orders very quickly.  Don't worry, if your order is dispatched, if you contact our customer service team we might be able to recall the delivery back to us or tell you how to return it.

Can I change my delivery address?

If you need to change your delivery address, please contact customer services immediately and we will try to amend your order, although this can not be guaranteed.

How do I use vouchers and discount codes?

Simply enter your discount code in the box provided in the shopping basket and click Apply Voucher.

How secure is this website?

Good question! We take security extremely seriously. Any pages that need you to enter personal details are secured using EVSSL certificates from Comodo, ensuring the strongest encryption. We also use Adyen during the checkout process. This means your card details are never stored on our website. We also screen all card payments for potentially fraudulent orders, which additionally collates information from thousands of retailers to identify potential fraud. Don't worry if you ever receive a call from us regarding your order: sometimes we just need to make extra sure that it's you.

 

 

Returns

How do I return an item that isn’t damaged or faulty?

It’s really important to us that you’re happy with anything you buy from Menkind so we will accept returns of unwanted items for up to 30 days from the date you receive the item. The process is simple and all you pay for is the postage costs of returning the goods.

  • Please be careful with the products we send you; if they’re not still in great condition we might not be able to refund you in full and we HATE doing that.
  • Please include the returns form you received with your parcel.
  • We must receive the returned item within 30 days of delivery.
  • To give you peace of mind, any unwanted Father's Day gift purchased between June 1st and June 19th has until 19th July 2021 to be returned. Items must be returned unused, in pristine condition and with proof of purchase. This excludes gift experiences, personalised gifts and consumable items.
  • We’ll process the refund against the card or account (such as PayPal) which you used to pay for your order. (Excluding premium delivery costs).
  • Please note that we cannot accept returns for unwanted personalised items, which are exempt from distance selling regulations.

If the item you wish to return is a Gaming Chair, Gaming Bed or Electric Scooter please contact us through our contact page, or email customerservices@menkind.co.uk who will make the arrangements for the return.

For all other products, to make a return please follow this link to print off an address label. Or simply use the address below:

Menkind Returns, Hull Distribution Centre, Unit 36 Foster Street, Stoneferry Park, HULL, HU8 8BT

  • Please remember to obtain a proof of postage receipt from the post office; for high value items we would recommend using an insured service as the goods are your responsibility until they arrive at our warehouse.
  • Please note that unfortunately we are unable to issue a refund for any items found to have been damaged during use.
  • If the item was purchased in one of our shops, please contact your nearest store.

What happens if an item is damaged or faulty?

If you've been unlucky enough to receive a faulty product, please contact us through our contact page, or email customerservices@menkind.co.uk where we will run through the process of returning a faulty or damaged item.

To ensure a fast resolution, we are now asking that you send us photos of any damage where possible. For items over £100 it would be great if you could take a video of the fault on your phone and send to us. In many cases we can find a solution with you over the phone and avoid you the hassle of needing to send the product back.

Refunds/exchanges are subject to reasonable expectation of performance and fair use in accordance with the manufacturer’s instructions. Any item found to have been damaged during use, rather than faulty, will be returned to you.

Once inspected by our quality team, if the item is within our 30-day return policy, you will have the option of a full refund or exchange. Outside of this, in the event the fault cannot be rectified, an exchange will be provided.

If the item was purchased in one of our shops, please contact your nearest store.

If you need any advice on what to do, please call us. We track all reports of faulty items and use them in quality control checks, and we like to make sure our customers are happy!

How do I return an item bought in store that I don’t want?

Any unwanted in store purchases must be returned in store. Please make sure you have proof of purchase with you when returning to our store.

Please come back and chat to us in the original store you visited about any problems you’re having with anything you’ve bought from us. If that’s too far away, you can visit your nearest store instead.

Our central customer services team can also help you with a return if you can't make it back to a store. However, please note that we can only refund back to a gift card due to PCI compliance, and we will deduct £5 from the value of your item to cover the cost of shipping.

You’ll need to return anything with proof of purchase in pristine, unused condition within 30 days of the date you bought it from us, and we'll be happy to offer you a full refund or exchange.

Sadly, gift experiences, personalised gifts and consumable items are excluded from this policy; ask our store staff for details.
If you'd like to return something in pristine condition that you've had for more than 30 days, please do pop into one of our stores and speak to us, as we're always keen to ensure we have happy customers.

If you need any advice on what to do, just get in touch.

What's your Christmas Gift Returns Policy?

To give you peace of mind, every gift purchased between 5th October and 24th December can be returned for an exchange or credit via gift card up to 25th January in the following year. Items must be returned unused, in pristine condition and with proof of purchase. This excludes gift experiences, personalised gifts and consumable items.

Can I return my used electrical items and batteries for you to recycle and dispose of?

In the UK, some of our fastest growing waste comes from unwanted electrical equipment. Because of this, the Waste Electrical or Electronic Equipment (WEEE) Directive has been brought in, which aims to increase the amount of electrical waste that is recycled or disposed of in an environmentally friendly way. For all of our customers, we offer the opportunity to recycle their old small electrical items or batteries with us. To do so, simply find your nearest local Menkind or RED5 store here and hand your item to one of our friendly staff members who will be more than happy to help. They'll collect all items together and we'll then send them to a WEEE treatment facility in Normanton, where each item will be broken down into individual components, such as metal, plastic or glass. Each of these components are separated and recycled, so that nothing needs to be sent to landfill. You'll know which items might need to be disposed of in this way because they'll be marked with a crossed out wheeled bin symbol - please don't throw any items with this symbol away in your bin! If you would like any additional information about this directive you can find more information here

If you're not near one of our stores, you can also search for your local waste portable battery recycling facility online, or contact our customer services team for a free of charge returns label.

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