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F.A.Q.'s

Delivery

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

Express Tracked £5.99: Via 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 your email address and mobile phone number during the checkout process, 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 4pm Monday to Friday will be delivered by DPD usually within 24 hours.  Orders placed after 4pm Friday till 4pm Monday will be delivered Tuesday. Orders placed after 4pm Monday will be delivered on Wednesday.  This service is only available to UK mainland addresses.

Economy Tracked £3.99: Via Royal Mail - We have now upgraded or Economy service to be fully tracked giving you piece of mind when placing your order. Orders are usually delivered within approximately 2-4 working days and will arrive with your normal postie. 

Free Tracked Delivery (on orders over £50): Orders are usually delivered within 3-5 working days. We will use the most appropriate method of dispatch depending on the size, weight and value of your order, which may include a courier service and require a signature on delivery. Sadly, we can not offer free delivery to any personalised items.

Saturday Delivery £6.99: Via DPD - Orders placed before 4pm Monday to Friday will be delivered by DPD on the following Saturday.  Orders placed after 4pm Friday will be delivered a week on Saturday.  This service is only available to UK mainland addresses.

NEW! DPD Ship to Shop £4.00: If you are not going to be at home, or don't want to wait in for your parcel, you can choose to have it delivered to a local pickup point near you. You'll get notifications when your parcel is ready to collect and only the best shops have been selected, so you can be sure your parcel is in safe hands. Plus they'll keep it for 7 days meaning there's plenty of time for you to collect. If your order is placed before 4:00pm your order should be ready by lunchtime the following day (Monday to Friday). Further details, including specific store opening times, can be found during the checkout process.

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

Economy tracked delivery costs £3.99 and our Express service is £14.99

Please note that our Premium next day courier services are not available to most customers with the following post code prefixes: AB, IM, GY, JE, BT, FK, HS, G83, IV, KA 27-28, KW, PA, PH and ZE.

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 free Click & Collect service allows you to reserve an item online and then collect it at your nearest Menkind or RED5 store. Simply select the Click & Collect option at the online checkout and select your nearest store. An email will be sent to you when your item is ready to collect.

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. Alternatively, you can call our customer service team on 0344 567 0710 - Our lines are open Monday to Friday, 9:00am to 5:30pm.

Economy delivery - All our Economy 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 - DPD offer various options for you to choose! DPD 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.

Economy 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 about 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 £4.95.  Personalised gifts are created and sent direct to you by the manufacturer within 7-10 working days.  If your order contains any other items which are not personalised, these will be sent Tracked delivery at no extra cost.

 

Ordering

Can I pay over the phone?

Yes you can. Simply call our customer service team on 0344 567 0710 and we'll walk you through the process. Our lines are open Monday to Friday, 9:00am to 5:30pm. Your card details are entered in to a secure payment gateway and are never stored on our systems.

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 on 0344 567 0710 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 call 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 on 0344 567 0710 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 SagePay during the checkout process. This means your card details are never stored on our website. We also screen all card payments via SagePay for fraudulent orders, so don't worry if you ever get a call from us regarding your payment, we're just performing extra security checks.

Returns

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 a product is found to be faulty within 30 days of delivery or purchase, we’ll give you a full refund including any postage costs.
  • For items up to 6 months old, we’ll be able to provide a like for like exchange, or a gift card for the full amount paid.
  • For anything over 6 months old that develops a fault, please contact us to discuss the matter, as warranties within this time period may depend on the product purchased. Please also note that faulty items over 6 months old may only be offered partial refunds/exchanges in recognition of product use.

Online customers should contact us on 0344 567 0710 or through our contact page to return a faulty product, and we’ll make sure you’re sent a free postage label. If you purchased a product in store, please direct initial complaints to the original store visited, or 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 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 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 14 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!
  • For items returned between 14 and 30 days from delivery, we’ll provide you with a gift card, which will again include standard delivery costs.
  • Sadly we are unable to accept returns for unwanted items over 30 days from delivery unless faulty; we also cannot accept returns for 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 give us a call on 0344 567 0710 or use our contact page if you still have any questions.

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

In the first instance, 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.

You’ll need to return anything with proof of purchase in pristine, unused condition.
Within 7 days of purchase, we will be pleased to offer a full refund.
Within 30 days of purchase, we will be pleased to offer an exchange.

Sadly, we cannot accept returns for unwanted items over 30 days from purchase unless faulty. Additionally, gift experiences, personalised gifts and consumable items are also excluded; ask our store staff for details.
The policies outlined above are in addition to us fulfilling our responsibility to supply goods in line with your consumer rights.

If you need any advice on what to do, give us a call on 0344 567 0710 or 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 have a FREE returns label, so it shouldn’t cost you anything at all. Just contact our customer services team on 0344 567 0710 or through our contact page and we’ll sort it for you.

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.

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

In line with the Waste Electrical or Electronic Equipment (WEEE) Directive we are now pleased to offer our customers the opportunity to recycle their old electrical items with us. 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. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. If you would like any additional information about this directive you can find more information here