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F.A.Q.s

Information Regarding Coronavirus (COVID-19) To Our Customers

An update from Menkind about Coronavirus

Store opening update: The following stores have now re-opened:

Basingstoke, Blackpool, Bluewater Upper, Bracknell, Bradford, Brighton, Bristol, Bristol Cribbs, Canterbury, Clarks Village, Cwmbran, Eastbourne, Gateshead, Hanley, High Wycombe, Lakeside, Leeds White Rose, Liverpool, Maidstone, Manchester, Meadowhall Lanes, Merry Hill, Milton Keynes, Newcastle, Norwich, Nottingham, Oxford, Peterborough, Reading, Southampton, Southend, Stratford, Telford, Tunbridge Wells, Watford

Our main priority is keeping you and our colleagues safe. We will follow the latest guidance from the government and ensure extra safety and hygiene measures are in place.

We will update the list of stores reopening here

We hope you are safe, happy, and continue enjoying our products, and we look forward to welcoming you back soon!

Our updated returns policy We understand that with our stores temporarily closed, you may be concerned about how to return an unwanted item to us. Don’t worry, we’ve thought this all through.

Please note: all unwanted returns need to be returned in pristine, saleable condition. If not, we won’t be able to refund.

Purchased in store unwanted returns:

We have extended our usual returns policy to 30 days after our stores reopen. So, if you purchased your item on or after the 22nd Feb 2020, we will be happy to accept this for a refund as long as it is brought back to us within 30 days of our store reopening. Please make sure you have proof of purchase with you when returning to our store.

Purchased online unwanted returns:

We are still offering our usual free Royal Mail returns form which you can fill in here

If you are unable to get to a post office or use a printer to print your form don’t worry as we are extending our returns period to 90 days from 24th March 2020. If your item was purchased online on or after the 22nd of Feb 2020, we have extended the returns period to 90 days.

We are monitoring the situation and reviewing when necessary. If you need any help please don’t hesitate to contact our team at customerservices@menkind.co.uk

Click & Collect: Please be aware that Click & Collect is currently unavailable. Existing incomplete Click and Collect orders have unfortunately had to be cancelled and will be fully refunded. Affected customers will receive email confirmation of this in the coming days. We'd like to thank you for your patience and apologise for any inconvenience caused. Remember, our website is still running and you are still able to place standard orders.

Customer Services

How to contact us

To comply with social distancing measures our customer service team are working remotely. Whilst we endeavour to respond to all customer service tickets as quickly as possible, it may lead to a slightly increased response time. Thank you for your understanding.

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 9am to 5:30pm.

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 - FREE for orders over £40*, or £3.99: With our standard delivery, your parcel will reach you within 2 - 4 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 DHL 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! If you provide us with your email address and mobile phone number during the checkout process, DHL or DPD will email/text you with a 1 hour delivery window so that you don’t have to wait in all day. Orders placed before 5:30 pm Monday to Friday will be typically be delivered by DPD or DHL within one working day, while orders placed after 5:30pm on Friday will be delivered the following Tuesday, with a date of arrival provided to you in the checkout. 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  - 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 5:30pm on Friday for Saturday delivery, or 4:30pm on Friday for Sunday delivery.

Click & Collect: Our 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 1 - 2 working days. 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.

COVID-19 update: Please be aware that Click & Collect is currently unavailable as a result of stores temporarily closing due to safety concerns. Existing incomplete Click and Collect orders have unfortunately had to be cancelled and will be fully refunded. Affected customers will receive email confirmation of this in the coming days. We'd like to thank you for your patience and apologise for any inconvenience caused. Remember, our website is still running and you are still able to place standard orders.

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 7-10 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?

We currently deliver to the following areas:

Austria

DPD: £12.99 (2-5 working days)

Belgium

DPD: £9.99 (2-5 working days)

Bulgaria

DPD: £24.99 (4-5 working days)

Czech Republic

DPD: £23.99 (4-5 working days)

Denmark

DPD: £10.99 (2-5 working days)

Eire

DPD: £16.99 (2-5 working days)

Estonia

DPD: £16.99 (4-5 working days)

Finland

DPD: £19.99 (4-5 working days)

France

DPD: £11.99 (2-5 working days)

Germany

DPD: £9.99 (2-5 working days)

Greece

DPD: £29.99 (2-5 working days)

Hungary

DPD: £11.99 (4-5 working days)

Italy

DPD: £16.99 (3-5 working days)

Luxembourg

DPD: £9.99 (2-5 working days)

Netherlands

DPD: £9.99 (2-5 working days)

Poland

DPD: £9.99 (4-5 working days)

Portugal

DPD: £14.99 (4-5 working days)

Romania

DPD: £22.99 (4-5 working days)

Slovakia

DPD: £14.99 (4-5 working days)

Slovenia

DPD: £12.99 (4-5 working days)

Spain

DPD: £14.99 (3-5 working days)

Sweden

DPD: £14.99 (4-5 working days)

For countries outside of this list, please contact us, as we may be able to provide you with a bespoke quote.

What is Click & Collect?

Our 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 in-store for up to ten days, depending on space. 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.

COVID-19 update: Please be aware that Click & Collect is currently unavailable as a result of stores temporarily closing due to safety concerns. Existing incomplete Click and Collect orders have unfortunately had to be cancelled and will be fully refunded. Affected customers will receive email confirmation of this in the coming days. We'd like to thank you for your patience and apologise for any inconvenience caused. Remember, our website is still running and you are still able to place standard orders.

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 items?

Delivery for personalised gifts is £5.00.  Personalised gifts are created and sent direct to you by the manufacturer within 5-10 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 bought online that I don’t want?

An update in response to COVID-19

We are still offering our usual free Royal Mail returns form which you can fill in here

If you are unable to get to a post office or use a printer to print your form don’t worry as we are extending our returns period to 90 days from 24th March 2020. If your item was purchased online on or after the 22nd of Feb 2020, we have extended the returns period to 90 days.

We are monitoring the situation and reviewing when necessary. If you need any help please don’t hesitate to contact our team at customerservices@menkind.co.uk

It’s really important to us that you’re happy with anything you buy from Menkind, which is why we offer easy-peasy (and FREE!) returns.

Unwanted items - FREE UK returns for up to 30 days!

Because we know most things bought from us are intended as gifts, please feel free to (carefully!) open up any boxes and inspect what you’ve bought. Keep all original packaging, manuals and anything else the package came with together to send back to us, and package it up carefully. We’d also be very grateful if you could grab a (free!) proof of postage receipt from the post office, which will be helpful in case the parcel goes missing or is damaged on its return to us.

  • If you make a return within 30 days of delivery, we’ll completely refund you back to the card or account you used to pay for your order. We’ll even refund standard delivery costs (though not premium delivery costs), and if you’ve seen something on our site you’d rather buy instead, we make it easy to organise exchanges. Hurrah!
  • If you'd like to return something that you've had for over 30 days that is still in unused condition, please contact our customer services team.
  • Please note that we cannot accept returns for unwanted personalised items, which are exempt from distance selling regulations.

Please be careful with the products we send you; if they’re not in a saleable condition due to the way they’ve been handled, we might not be able to refund you in full and we HATE doing that.

To make a return, just use our free returns service with Royal Mail.

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

An update in response to COVID-19

We have extended our usual returns policy to 30 days after our stores reopen. So, if you purchased your item on or after the 22nd Feb 2020, we will be happy to accept this for a refund as long as it is brought back to us within 30 days of our store reopening. Please make sure you have proof of purchase with you when returning to our store.

We have extended our usual returns policy to 30 days after our stores reopen. So, if you purchased your item on or after the 22nd Feb 2020, we will be happy to accept this for a refund as long as it is brought back to us within 30 days of our store reopening. 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.

Do I have to pay for my returns?

Wherever possible, we try to ensure that all returns made for items bought online for UK delivery have a FREE returns label, so it shouldn’t cost you anything at all. Just fill in your order details through Royal Mail to create a free label, pop the item in the post and send it back to us. If you have purchased from us in store and want to return it to our online customer services team, we'll need to deduct £5 for the cost of delivery.

As well as refunding/replacing unwanted or faulty items, we also make sure that wherever it’s right to, we refund any standard postage costs that have been paid. If you’ve paid additionally for premium delivery, we’ll only be able to refund the cost of standard delivery unless there are extenuating circumstances.

The timeframe you make a return in is very important in both refunds and offering free returns, so please make sure you’re clear on this, and contact us as soon as possible if there’s a problem.

What happens if an item is damaged or faulty?

There’s nothing worse than something new breaking or not working as it should. Despite rigorous testing, sometimes faulty products do slip through our quality control, or parcels are damaged in transit.

If you've been unlucky enough to receive a faulty product, online customers should contact us through our contact page, whilst store customers should talk to their nearest store or the store they originally purchased from.

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!

What's your Christmas Gift Returns Policy?

To give you peace of mind, every gift purchased between 1st November 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.

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-Sat 8am to 10:00pm, and Sun 9am to 10:00pm.

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 - FREE for orders over £40*, or £3.00: With our standard delivery, your parcel will reach you within 2 - 4 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 - £5.00: Via DHL 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! If you provide us with your email address and mobile phone number during the checkout process, DHL or DPD will email/text you with a 1 hour delivery window so that you don’t have to wait in all day. Orders placed before 5:30 pm Monday to Friday will be typically be delivered by DPD or DHL within one working day, while orders placed after 5:30pm on Friday will be delivered the following Tuesday, with a date of arrival provided to you in the checkout. 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  - 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 5:30pm on Friday for Saturday delivery, or 4:30pm on Friday for Sunday delivery.

Click & Collect: Our 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 1 - 2 working days. 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 7-10 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?

We currently deliver to the following areas:

Austria

DPD: £12.99 (2-5 working days)

Belgium

DPD: £9.99 (2-5 working days)

Bulgaria

DPD: £29.99 (4-5 working days)

Czech Republic

DPD: £23.99 (4-5 working days)

Denmark

DPD: £12.99 (2-5 working days)

Eire

DPD: £14.99 (2-5 working days)

Estonia

DPD: £27.99 (4-5 working days)

Finland

DPD: £27.99 (4-5 working days)

France

DPD: £12.99 (2-5 working days)

Germany

DPD: £9.99 (2-5 working days)

Greece

DPD: £24.99 (2-5 working days)

Hungary

DPD: £27.99 (4-5 working days)

Italy

DPD: £19.99 (3-5 working days)

Luxembourg

DPD: £9.99 (2-5 working days)

Netherlands

DPD: £9.99 (2-5 working days)

Poland

DPD: £27.99 (4-5 working days)

Portugal

DPD: £23.99 (4-5 working days)

Romania

DPD: £29.99 (4-5 working days)

Slovakia

DPD: £23.99 (4-5 working days)

Slovenia

DPD: £27.99 (4-5 working days)

Spain

DPD: £19.99 (3-5 working days)

Sweden

DPD: £26.99 (4-5 working days)

For countries outside of this list, please contact us, as we may be able to provide you with a bespoke quote.

What is Click & Collect?

Our 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 in-store for up to ten days, depending on space. 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.

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 items?

Delivery for personalised gifts is £5.00.  Personalised gifts are created and sent direct to you by the manufacturer within 5-10 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 bought online that I don’t want?

It’s really important to us that you’re happy with anything you buy from Menkind, which is why we offer easy-peasy (and FREE!) returns.

Unwanted items - FREE UK returns for up to 30 days!

Because we know most things bought from us are intended as gifts, please feel free to (carefully!) open up any boxes and inspect what you’ve bought. Keep all original packaging, manuals and anything else the package came with together to send back to us, and package it up carefully. We’d also be very grateful if you could grab a (free!) proof of postage receipt from the post office, which will be helpful in case the parcel goes missing or is damaged on its return to us.

  • If you make a return within 30 days of delivery, we’ll completely refund you back to the card or account you used to pay for your order. We’ll even refund standard delivery costs (though not premium delivery costs), and if you’ve seen something on our site you’d rather buy instead, we make it easy to organise exchanges. Hurrah!
  • If you'd like to return something that you've had for over 30 days that is still in unused condition, please contact our customer services team.
  • Please note that we cannot accept returns for unwanted personalised items, which are exempt from distance selling regulations.

Please be careful with the products we send you; if they’re not in a saleable condition due to the way they’ve been handled, we might not be able to refund you in full and we HATE doing that.

To make a return, just use our free returns service with Royal Mail.

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

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.

Do I have to pay for my returns?

Wherever possible, we try to ensure that all returns made for items bought online for UK delivery have a FREE returns label, so it shouldn’t cost you anything at all. Just fill in your order details through Royal Mail to create a free label, pop the item in the post and send it back to us. If you have purchased from us in store and want to return it to our online customer services team, we'll need to deduct £5 for the cost of delivery.

As well as refunding/replacing unwanted or faulty items, we also make sure that wherever it’s right to, we refund any standard postage costs that have been paid. If you’ve paid additionally for premium delivery, we’ll only be able to refund the cost of standard delivery unless there are extenuating circumstances.

The timeframe you make a return in is very important in both refunds and offering free returns, so please make sure you’re clear on this, and contact us as soon as possible if there’s a problem.

What happens if an item is damaged or faulty?

There’s nothing worse than something new breaking or not working as it should. Despite rigorous testing, sometimes faulty products do slip through our quality control, or parcels are damaged in transit.

If you've been unlucky enough to receive a faulty product, online customers should contact us through our contact page, whilst store customers should talk to their nearest store or the store they originally purchased from.

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!

What's your Christmas Gift Returns Policy?

To give you peace of mind, every gift purchased between 1st November 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.

Information Regarding Coronavirus (COVID-19) To Our Customers

An update from Menkind about Coronavirus

The safety of our customers and our colleagues is top of our list, that’s why:

• All our stores have been closed since Sunday 22nd March

• All our head office employees are working from home (and most have been since Monday 16th March)

Store opening update: From 4th July, we’ll begin to reopen some of our stores on a trial basis. Our main priority is keeping you and our colleagues safe. We will follow the latest guidance from the government and ensure extra safety and hygiene measures are in place.

• We will update the list of stores reopening here

• Our Distribution Centre is only managing the needs of our website and has taken important safety steps since Monday 23rd March: reducing the number of warehouse workers at any one time, keeping social distancing, continuously cleaning surfaces and tools, providing hand sanitisers everywhere across the centre, and prioritising the well-being of our colleagues.

We hope you are safe, happy, and continue enjoying our products, and we look forward to welcoming you back soon!

Delivery Update: Because of Covid-19 safety precautions, some deliveries may take 1 to 2 days longer than expected. We ask for your patience on this and thank you for your understanding.

Sadly, our shops are temporarily closed. The wellbeing of our colleagues and customers are paramount and therefore we have taken the difficult, but necessary decision, to close our stores effect from March 22nd following the unfolding situation with Coronavirus.

When will the stores reopen? From 4th July, we’ll begin to reopen some of our stores on a trial basis. Our main priority is keeping you and our colleagues safe. We will follow the latest guidance from the government and ensure extra safety and hygiene measures are in place. We will update the list of stores reopening here

What can I do in the meantime? Our website is still running, with the exception of Click & Collect - check out what we can offer to keep you going while self-isolating here

Our updated returns policy We understand that with our stores temporarily closed, you may be concerned about how to return an unwanted item to us. Don’t worry, we’ve thought this all through.

Please note: all unwanted returns need to be returned in pristine, saleable condition. If not, we won’t be able to refund.

Purchased in store unwanted returns:

We have extended our usual returns policy to 30 days after our stores reopen. So, if you purchased your item on or after the 22nd Feb 2020, we will be happy to accept this for a refund as long as it is brought back to us within 30 days of our store reopening. Please make sure you have proof of purchase with you when returning to our store.

Purchased online unwanted returns:

We are still offering our usual free Royal Mail returns form which you can fill in here

If you are unable to get to a post office or use a printer to print your form don’t worry as we are extending our returns period to 90 days from 24th March 2020. If your item was purchased online on or after the 22nd of Feb 2020, we have extended the returns period to 90 days.

We are monitoring the situation and reviewing when necessary. If you need any help please don’t hesitate to contact our team at customerservices@menkind.co.uk

Click & Collect: Please be aware that Click & Collect is currently unavailable. Existing incomplete Click and Collect orders have unfortunately had to be cancelled and will be fully refunded. Affected customers will receive email confirmation of this in the coming days. We'd like to thank you for your patience and apologise for any inconvenience caused. Remember, our website is still running and you are still able to place standard orders.

Customer Services

How to contact us

To comply with social distancing measures our customer service team are working remotely. Whilst we endeavour to respond to all customer service tickets as quickly as possible, it may lead to a slightly increased response time. Thank you for your understanding.

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 9am to 5:30pm.

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 - FREE for orders over £40*, or £3.00: With our standard delivery, your parcel will reach you within 2 - 4 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 - £5.00: Via DHL 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! If you provide us with your email address and mobile phone number during the checkout process, DHL or DPD will email/text you with a 1 hour delivery window so that you don’t have to wait in all day. Orders placed before 5:30 pm Monday to Friday will be typically be delivered by DPD or DHL within one working day, while orders placed after 5:30pm on Friday will be delivered the following Tuesday, with a date of arrival provided to you in the checkout. 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  - 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 5:30pm on Friday for Saturday delivery, or 4:30pm on Friday for Sunday delivery.

Click & Collect: Our 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 1 - 2 working days. 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.

COVID-19 update: Please be aware that Click & Collect is currently unavailable as a result of stores temporarily closing due to safety concerns. Existing incomplete Click and Collect orders have unfortunately had to be cancelled and will be fully refunded. Affected customers will receive email confirmation of this in the coming days. We'd like to thank you for your patience and apologise for any inconvenience caused. Remember, our website is still running and you are still able to place standard orders.

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 7-10 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?

We currently deliver to the following areas:

Austria

DPD: £12.99 (2-5 working days)

Belgium

DPD: £9.99 (2-5 working days)

Bulgaria

DPD: £29.99 (4-5 working days)

Czech Republic

DPD: £23.99 (4-5 working days)

Denmark

DPD: £12.99 (2-5 working days)

Eire

DPD: £14.99 (2-5 working days)

Estonia

DPD: £27.99 (4-5 working days)

Finland

DPD: £27.99 (4-5 working days)

France

DPD: £12.99 (2-5 working days)

Germany

DPD: £9.99 (2-5 working days)

Greece

DPD: £24.99 (2-5 working days)

Hungary

DPD: £27.99 (4-5 working days)

Italy

DPD: £19.99 (3-5 working days)

Luxembourg

DPD: £9.99 (2-5 working days)

Netherlands

DPD: £9.99 (2-5 working days)

Poland

DPD: £27.99 (4-5 working days)

Portugal

DPD: £23.99 (4-5 working days)

Romania

DPD: £29.99 (4-5 working days)

Slovakia

DPD: £23.99 (4-5 working days)

Slovenia

DPD: £27.99 (4-5 working days)

Spain

DPD: £19.99 (3-5 working days)

Sweden

DPD: £26.99 (4-5 working days)

For countries outside of this list, please contact us, as we may be able to provide you with a bespoke quote.

What is Click & Collect?

Our 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 in-store for up to ten days, depending on space. 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.

COVID-19 update: Please be aware that Click & Collect is currently unavailable as a result of stores temporarily closing due to safety concerns. Existing incomplete Click and Collect orders have unfortunately had to be cancelled and will be fully refunded. Affected customers will receive email confirmation of this in the coming days. We'd like to thank you for your patience and apologise for any inconvenience caused. Remember, our website is still running and you are still able to place standard orders.

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 items?

Delivery for personalised gifts is £5.00.  Personalised gifts are created and sent direct to you by the manufacturer within 5-10 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 bought online that I don’t want?

An update in response to COVID-19

We are still offering our usual free Royal Mail returns form which you can fill in here

If you are unable to get to a post office or use a printer to print your form don’t worry as we are extending our returns period to 90 days from 24th March 2020. If your item was purchased online on or after the 22nd of Feb 2020, we have extended the returns period to 90 days.

We are monitoring the situation and reviewing when necessary. If you need any help please don’t hesitate to contact our team at customerservices@menkind.co.uk

It’s really important to us that you’re happy with anything you buy from Menkind, which is why we offer easy-peasy (and FREE!) returns.

Unwanted items - FREE UK returns for up to 30 days!

Because we know most things bought from us are intended as gifts, please feel free to (carefully!) open up any boxes and inspect what you’ve bought. Keep all original packaging, manuals and anything else the package came with together to send back to us, and package it up carefully. We’d also be very grateful if you could grab a (free!) proof of postage receipt from the post office, which will be helpful in case the parcel goes missing or is damaged on its return to us.

  • If you make a return within 30 days of delivery, we’ll completely refund you back to the card or account you used to pay for your order. We’ll even refund standard delivery costs (though not premium delivery costs), and if you’ve seen something on our site you’d rather buy instead, we make it easy to organise exchanges. Hurrah!
  • If you'd like to return something that you've had for over 30 days that is still in unused condition, please contact our customer services team.
  • Please note that we cannot accept returns for unwanted personalised items, which are exempt from distance selling regulations.

Please be careful with the products we send you; if they’re not in a saleable condition due to the way they’ve been handled, we might not be able to refund you in full and we HATE doing that.

To make a return, just use our free returns service with Royal Mail.

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

An update in response to COVID-19

We have extended our usual returns policy to 30 days after our stores reopen. So, if you purchased your item on or after the 22nd Feb 2020, we will be happy to accept this for a refund as long as it is brought back to us within 30 days of our store reopening. Please make sure you have proof of purchase with you when returning to our store.

We have extended our usual returns policy to 30 days after our stores reopen. So, if you purchased your item on or after the 22nd Feb 2020, we will be happy to accept this for a refund as long as it is brought back to us within 30 days of our store reopening. 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.

Do I have to pay for my returns?

Wherever possible, we try to ensure that all returns made for items bought online for UK delivery have a FREE returns label, so it shouldn’t cost you anything at all. Just fill in your order details through Royal Mail to create a free label, pop the item in the post and send it back to us. If you have purchased from us in store and want to return it to our online customer services team, we'll need to deduct £5 for the cost of delivery.

As well as refunding/replacing unwanted or faulty items, we also make sure that wherever it’s right to, we refund any standard postage costs that have been paid. If you’ve paid additionally for premium delivery, we’ll only be able to refund the cost of standard delivery unless there are extenuating circumstances.

The timeframe you make a return in is very important in both refunds and offering free returns, so please make sure you’re clear on this, and contact us as soon as possible if there’s a problem.

What happens if an item is damaged or faulty?

There’s nothing worse than something new breaking or not working as it should. Despite rigorous testing, sometimes faulty products do slip through our quality control, or parcels are damaged in transit.

If you've been unlucky enough to receive a faulty product, online customers should contact us through our contact page, whilst store customers should talk to their nearest store or the store they originally purchased from.

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!

What's your Christmas Gift Returns Policy?

To give you peace of mind, every gift purchased between 1st November 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.