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F.A.Q.'s

Delivery

What are the delivery options for the UK and how much do they 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 £3.99: Via Royal Mail - Orders are usually delivered within approximately 3-5 working days and will arrive with your normal postie. Please note that during busy periods (for example Christmas) it can take a little longer.

Free 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. 

Express Tracked for only £1.99 offer*: Via DPD For a limited time only we are offering our Express Delivery for only £1.99 (usually £5.99). To qualify your order must be over £50. 

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

Economy delivery costs £3.99 and Express deliveries are £14.99. Delivery times are 2 -5 working days.

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.

*not available on personalised orders.

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

We currently deliver to the following areas:

Austria

Airmail: £7.99 (7-10 working days)
DPD: £12.99 (2-5 working days)

Belgium

Airmail: £7.99 (7-10 working days) 
DPD: £12.99 (2-5 working days)

Bulgaria

Airmail: £9.99 (7-10 working days) 
DPD: £23.99 (4-5 working days)

Czech Republic

Airmail: £9.99 (7-10 working days) 
DPD: £23.99 (4-5 working days)

Denmark

Airmail: £7.99 (7-10 working days) 
DPD: £12.99 (2-5 working days)

Eire

Airmail: £7.99 (7-10 working days) 
DPD: £14.99 (2-5 working days)

Estonia

Airmail: £9.99 (7-10 working days) 
DPD: £27.99 (4-5 working days)

Finland

Airmail: £9.99 (7-10 working days) 
DPD: £27.99 (4-5 working days)

France

Airmail: £7.99 (7-10 working days) 
DPD: £12.99 (2-5 working days)

Germany

Airmail: £7.99 (7-10 working days) 
DPD: £11.99 (2-5 working days)

Greece

Airmail: £7.99 (7-10 working days) 
DPD: £24.99 (2-5 working days)

Hungary

Airmail: £9.99 (7-10 working days) 
DPD: £27.99 (4-5 working days)

Italy

Airmail: £7.99 (7-10 working days) 
DPD: £19.99 (3-5 working days)

Luxembourg

Airmail: £7.99 (7-10 working days) 
DPD: £11.99 (2-5 working days)

Netherlands

Airmail: £7.99 (7-10 working days) 
DPD: £11.99 (2-5 working days)

Poland

Airmail: £9.99 (7-10 working days) 
DPD: £27.99 (4-5 working days)

Portugal

Airmail: £7.99 (7-10 working days) 
DPD: £23.99 (4-5 working days)

Romania

Airmail: £9.99 (7-10 working days) 
DPD: £23.99 (4-5 working days)

Slovakia

Airmail: £9.99 (7-10 working days) 
DPD: £23.99 (4-5 working days)

Slovenia

Airmail: £9.99 (7-10 working days) 
DPD: £27.99 (4-5 working days)

Spain

Airmail: £7.99 (7-10 working days) 
DPD: £19.99 (3-5 working days)

Sweden

Airmail: £9.99 (7-10 working days) 
DPD: £26.99 (4-5 working days)

What is Click & Collect?

Our free Click & Collect service allows you to reserve an item online and then collect it at your nearest Menkind 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 - Since our economy service is provided by Royail Mail we are unable to track this service, however it's always a good idea to give your local sorting office a call if its been longer than 5 days as 9 times out of 10 it has been held here.

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 5 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 5 working days.  If your order contains any other items which are not personalised, these will be sent by Express Tracked 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 if I want to return an item bought online?

Faulty, Damaged, Incorrect

Even though we go to great lengths to ensure all our products are quality controlled, sadly you may be unlucky and receive a faulty item. In which case, we will offer you a free returns label so you can post the item back to us. The same goes for if the item is damaged in transit or if the item is incorrect. Just follow the 3 simple steps below:

  • Contact our friendly customer service team by phone (0344 567 0710) , or use our contact us page.
  • We'll inform you on the best way on how to return the item(s) back to us. Usually in the form of a prepaid postage label.
  • Once we receive your parcel, we will process your refund/exchange within 7 days.


Unwanted

All online orders are covered by the Consumer Contracts Regulations 2014 which means you have 14 days to return any items bought online. You can assess your item(s) to the same extent as you would do if you were assessing them in one of our stores. Simply contact us within 14 days of receiving you order and we’ll instruct you how to send the item(s) back to us.

We’ll then refund you for the items and the original postage costs (providing you have not used an expedited delivery method e.g Express). Please be aware a deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

We cannot be held responsible for goods in transit back to us. So please use a suitable method to return your item(s) back e.g a tracked service

What if I want to return an item bought in store?

If an item is returned to Menkind unused, in pristine condition and with proof of purchase:

Within 30 days of purchase we will be pleased to offer an exchange.
Within 7 days of purchase we will be pleased to offer a full refund.
Excludes gift experiences, personalised gifts and consumable items. Ask our store staff for details.
This policy is in addition to us fulfilling our responsibility to supply goods which meet your consumer rights.

In the first instance, complaints should be directed to the original store visited. Faulty products may be returned to your nearest store, if different from the store where the original purchase was made.

If you need more advice on what to do please don't hestitate to get in touch.

Do I have to pay for my returns?

If your item is faulty then no. We'll cover this cost and also the cost of sending your replacement. If your item is simply unwanted then yes, however get in touch with our customer service team and we'll inform you on the best way to return it.

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 pleaseed to offer our customers the opportunity to recycle their old electrical items with us. Simply find your nearest local Menkind 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.

 

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