Help and FAQs

In any case we will despatch your order within 24 hours of receipt.  If there are any problems with your order we will contact you by telephone.  If this is not possible we will contact you by email.

Who will deliver my order?
For all UK mainland destinations we use either Parcelforce, or the Royal Mail to make our deliveries.

For UK offshore and other EU and Worldwide destinations we use a combination of Royal Mail and
other international couriers.

How will I know when my parcel will arrive?
Next Day order will be delivered the next day (Monday to Friday ONLY).  Standard deliveries orders will be delivered in 2-3 days.

You will be sent an email that will inform you that your parcel has been despatched.  This email
provides details of how to track your parcel depending on the method we use.  The courier will deliver at any time between 7:30am and 5:30pm unless you have specified a timed delivery, although deliveries can be made up to 7:00pm during busy periods.

What happens if I am not at home when the parcel is delivered?
If your parcel is sent using Parcelforce the procedure is as follows:

1. If you are not at home when the courier attempts to make delivery they will try a neighbour, unless you specifically request otherwise, and failing that he will leave you a card.

2. You can telephone your local depot (details would have been provided on your card) and
arrange a second delivery.  If your parcel is sent using Parcelforce you can request delivery to a local Post Office.

If you are not in when the second delivery attempt is made you will have to arrange to collect your
parcel from your local depot.  Alternatively you can request a third delivery attempt but this will cost an extra £5.00.

If you fail to collect your parcel or make other arrangements within 5 days the parcel will be returned to us which will cost £9.50 which unfortunately will be deducted from the moneys that will be returned to you.

Can my parcel be left with a neighbour?
We always encourage our customers to give us some ‘leave safe’ instructions when they place their order.  It is standard practice for the courier to try a near neighbour if no one is at home.  We can however give them instructions to leave your parcel in a safe place such as a shed, a porch, a garage or some other location.

The majority of parcels that we send are sealed in a plastic envelope and are therefore water-tight, and can be left in locations outside.

Can you deliver at weekends or evenings?
Evening deliveries are NOT possible.

We have provided prices for Saturday and other timed deliveries.  Deliveries on Saturday are only made between 9:00am and 12:00pm.

Can I track my own parcel?
If your parcel has been sent using City-link or Parcelforce you can track it using the Internet.  The despatch email that will be sent to you will contain details of how to do this.  If you have any problems with this please contact customer service.

I received my despatch notification but my parcel has still not arrived!
If you have tracked your parcel on-line and you are not sure what is happening please call customer service.

If my parcel is left in a safe place who is responsible if it goes missing?  

If you have provided us with a 'leave-safe' instruction such as 'leave in shed in garden' and the courier follows your instructions correctly your order has been 'delivered'. If subsequently someone steals your parcel before you collect it from your shed this is your responsibility. This would be no different if someone had entered your shed and stolen other items in there. You would need to claim on your household insurance.

Can I place my order by telephone?
Yes, you can call customer service at any time during normal working hours.  You can however place your order on-line at any time of day or night.

Can I pay by cheque?
Yes, please telephone customer service to place your order.  It will be picked and packed ready for despatch and held until your cheque has cleared.

I saved my basket and now some items are missing
We carry over 5500 items in stock at any one time.  Some of the lines we carry do run out and need to be replenished from the manufacturer.  This can take up to 12 weeks.  We therefore temporarily remove them from the website.

If you are keen on a particular product for your party but do not want place your order too far in
advance give customer service a call who can advise you on stock levels for the future.

We conform in full to the Consumer Protection (Distance Selling) Regulations 2006.These regulations provide the consumer with some protection when purchasing from on-line businesses. You have a "cooling off" period of seven days from when the goods are delivered to withdraw from the purchase. We regret that we cannot accept cancellations for 'special orders, foil-wrapped chocolates, or non-packaged sweets.We aim to process orders within 12 hours of receipt (with exception of weekends when no orders are picked on Saturdays and Sundays) but we quite often process orders the same day. If you can contact us before your order is despatched you can avoid the need to return it to us, so contacting us as soon as possible would be advisable.We communicate with our customers at every stage of the process of their order as follows:

	Processing Stage	Communication
1	Once order placed on-line	Email* automatically sent to confirm details of the items ordered, our address and contact details, and delivery date confirmation.
2	Order completed and despatched	Email* automatically sent to confirm despatch method, which company used and tracking details with consignment number if appropriate.
3	Order delivered	Email* automatically sent to confirm

 

Once the goods have been delivered you have seven days during which you have the option to return the goods to us for a full refund. Please complete a returns form which you can download at http://www.monsterparties.co.uk/returns Send the items back to the address on this form. We are not liable for return postal costs, please ensure any returned items are well packaged, we can not be held responsible for damaged or lost returns.Please allow 2 working days from receipt of a return for us process a refund.Once a refund is processed you will receive an email confirming this.After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your address within 2 Working Days).

Do I have to pay for return postage?

If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility.Please note, the item is your responsibility until it reaches us.This does not apply if the item is faulty or was supplied incorrectly.

Why have you not refunded the delivery charge?

Delivery charges are non refundable unless you have received a wrong or faulty item from us.* This assumes that you have provided us with an email address. For your protection any email address you provide is used only for communicating information regarding your order, and for future marketing information from Monster Parties only. If you wish to opt out from receiving this marketing information please let us know.

Some of the items I ordered are missing or some of the goods are damaged or faulty.
Please contact customer service immediately.  We want to ensure that your party goes without a hitch so we will do our best to put it right as soon as we can.