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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 England and Wales stores 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.

Our updated returns policy

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:

Any unwanted in store purchases must be returned in store.

To accommodate for lockdown restrictions, we have extended our Christmas returns period until 30 days after stores re-open.

In England and Wales stores, any gift purchased between October 5th and December 24th has until May 11th 2021 to be returned, in line with our returns policy.

Purchased online unwanted returns:

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

Any unwanted items - FREE UK returns for up to 30 days!

If you make a return within this period, we’ll completely refund you back to the card or account you used to pay for your order.

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

Win a £500 Gadget Bundle Prize Draw - Terms & Conditions

Entry closes 9th May at 23.59pm.

To enter, pick-up a scratch card from any Menkind or RED5 store. Go to menkind.co.uk/prizes and type your unique entry code (the code you scratched off) and your email address.

Any personal data relating to the winner or any other entrants will be used solely in accordance with current data protection legislation and will not be disclosed to a third party without the entrant’s prior consent.

Participants and prize winners are responsible for keeping their account details up-to-date before the end of the promotion as Menkind is not accountable for notifying incorrect e-mails.

No responsibility can be accepted for entries not received for whatever reason.

Gift Universe Ltd employees along with their immediate family are not eligible to enter.

Winning prize consists of 13 products in our sale as shown in our store window display or table display (products may vary per store depending on stock). Estimated value at retail price of the prize is £500. No cash alternative.

Entry is restricted to UK residents aged 18+.

No purchase required.

Only one entry per person. One prize maximum per household.

Each scratch card guarantees a cash value, redeemable as a voucher, as well as an entry into the £500 bundle draw. There will be one prize bundle winner for each store, chosen randomly by our 3rd party random number generator software.

Menkind’s decision is final and no correspondence entered by entrants regarding the competition shall be responded to.

Winners will be notified by email no later than 14 May 2021. Prize can be picked up in the store the entry was made until 20 June 2021. You will need to show the email you received to be able to claim the prize.

We might ask you for permission to use your name and photograph for publicity. Just let us know if you object to your details and photography being shared.

The promoter is Gift Universe Ltd, The Atrium, Dorking, RH4 1XA.

Menkind and Red5 are trademarks of Gift Universe Ltd.

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 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 - £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 -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 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 our returns period is 30 days from day of purchase.

Any gift purchased between October 5th and December 24th has until January 25th 2021 to be returned, in line with our returns policy.

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).
  • Heading into the Christmas period our returns period has extended. Any gift purchased between October 5th and December 24th has until January 25th 2021 to be returned, in line with our returns policy.
  • 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.

We know no one likes waiting for returns to be processed, that's why we aim to have them actioned as quickly as possible. Most returns are refunded or exchanged within 48hrs of being returned to our warehouse by our dedicated returns team.

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

An update in response to COVID-19

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.

Any gift purchased between October 5th and December 24th has until January 25th 2021 to be returned, in line with our returns policy.

Due to new lockdown restrictions across the UK, we have extended our returns policy to allow returns up to 30 days after stores have reopened.

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 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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