FAQs

Top FAQ's

  1. 1. How can I track my order?
    The way you track your order will depend on the selected delivery method.
    UK standard - UK next day - UK Saturday - International Express
    You can track your order door to door by clicking on the tracking link within your order dispatch email.
    Click and Collect
    The store will email you once your order arrives and is ready for collection
    International Standard
    This service is not tracked

  2. 2. How can I search for a Click and Collect store?
    To find your closest click and collect store simply enter the town in the click and collect search area at checkout.

  3. 3. Can I pay with a Gift Card or Reward Voucher online?
    We can now accept Gift Card and Reward Voucher payment on our site. Simply select Gift Card or Reward Voucher as your payment type at checkout and then enter the 19 digit account number and 4 digit PIN found on the reverse of the Gift Card or Reward Voucher.

  4. 4. When will I receive my refund?
    Once your parcel arrives back to our warehouse we will process a refund within 14 working days.

Delivery

Can I track my order?

If you have selected one of our tracked services (all UK, International Express), you will receive a link in your order despatch email. This links to our partners website and will display the details of which courier is handling your parcel and where the parcel is. If you are in the UK and entered a mobile number during checkout, you will also receive an SMS message to update you on your order progress. If you have any concerns regarding your order, our Customer Service team will be able to help you. Please CLICK HERE for our contact details.

My order has not been delivered. What can I do?

If you have any concerns regarding your order, our Customer Service team will be able to help you. Please CLICK HERE for our contact details.

I am missing an item from my order. What should I do?

Sorry about this! If you have an item missing from your parcel, please contact our Website Customer Services team ( CLICK HERE for more details).

Do you offer an Express Delivery service?

We currently offer a Next Day delivery service and a Saturday delivery service. Please CLICK HERE for more information.

Can I have an item from the website delivered to my local store?

We can confirm that we currently offer a Click and Collect service to selected stores. CLICK HERE for further information and to see if your local store currently offers this service.

Do you deliver to BFPO or PO Box addresses?

Unfortunately, we are currently unable to deliver items to BFPO or PO Box addresses.

Do you deliver internationally?

We are pleased to confirm that we currently ship to several countries outside of the UK and Republic of Ireland. Please CLICK HERE for more information.

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Placing an Order

I would like to place an order on the website and it is asking me for a postcode, but I do not have one. Can I still place an order?

On entering your billing and delivery address details, there will be an option which states ‘Do not know my postcode’. Please click this and it will allow you to continue with the checkout process.

If you are ordering from the USA, please note that you will need a valid State and Zip code.

Can I cancel or amend an order once it has been placed?

We are unable to cancel or amend orders once they have been placed. This includes changes to your delivery address. Please ensure you review all information carefully as you proceed through our checkout. However, you can return any unwanted product to us. For details of our refund policy, please CLICK HERE.

There is an item that I would like to buy on the website, but there is no ‘add to my bag icon’ or it states product unavailable to view. Why is this?

Unfortunately, this item is now out of stock on our website and will be removed shortly. If you are a UK customer you can try our Home Delivery service. They are a locating service and will endeavor to locate the item for you from one of our stores, subject to availability. However, they can only post orders to UK addresses.

I am an international customer and there are some items I would like to buy on the website, but they are not showing on my completed order. Why is this?

Unfortunately, there are some items that we can not deliver to certain countries due to customs, legal, regulatory and practical restrictions. Please note that we cannot deliver any Homeware or Fragrance internationally. Any other restrictions for delivery are noted on the product page and will be highlighted during the checkout process.

All international customers are responsible for checking with the local customs authorities before placing an order for international delivery. This is due to some countries having import restrictions on certain products and materials which may cause the order to be held up in customs.

Do you offer a gift wrapping service?

Unfortunately, we do not have the facilities to gift wrap or include a gift message with any of our orders. Please note, all orders will be sent with a despatch note inside the parcel. This needs to be included in the parcel as it is your proof of purchase.

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Refunds and Returns

What is your refund policy for items purchased from the website?

Monsoon Accessorize is happy to offer a refund or exchange on any perfect merchandise returned within 28 days (14 days for Sale items) with the despatch note, except for pierced products, hosiery, confectionery and cosmetic products.

These can be returned to your local Monsoon or Accessorize store. Monsoon items can only be returned to a Monsoon or dual store and our Children's collection can only be returned to a Children's stockist. However, Accessorize items can be returned to any store.

Alternatively, you can use the free returns label found in your parcel to return the items back to our warehouse.

For more information, please CLICK HERE to see our return policy and some restrictions on store returns.

If I return an item to you, is my postage refunded?

The initial postage and packaging charge is only refundable for faulty goods, goods not as described, incorrect orders or orders cancelled within 7 days, either when returning the goods in-store or by contacting our Website Customer Services department in writing, in line with the Distance Selling Regulation act.

My payment card has changed/expired. How will I receive my refund?

Monsoon Accessorize is required to process all refunds to the original payment method applied when you placed your order. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.

How can I exchange an item purchased on the website?

Regrettably, we cannot currently exchange items at our warehouse. However, it may be possible to do this in one of our stores depending on availability and territory. This does not apply to pierced products, hosiery, confectionery and cosmetic products which cannot be returned for hygiene reasons.

Can I return Homeware items back to my local Monsoon store?

Unfortunately not. All Bedding, Lighting, Cushions and Curtains purchased on our Website must be returned directly to us via post. Our branches will not be able to process refunds or exchanges for these products as they do not stock these products themselves.

Can I return earrings, hosiery, cosmetics or confectionary

Unfortunately, we cannot accept returns of these items due to hygiene reasons

Can I return a website exclusive item to my local store?

Unfortunately, as this item is exclusive to our website our stores will be unable to refund these items for you. Please use the returns label found in your parcel to return the items back to our warehouse.

One of my items has been cancelled? Why did this happen?

Items can be cancelled if there was an issue with locating stock or we could not process your payment details. No money will be taken for these items.

Where can I find the Monsoon Accessorize product recall notices?

Any Monsoon Accessorize product recall notices shall be posted on the Trading Standards Institute website:
http://www.tradingstandards.gov.uk/advice/advice-recall-list.cfm

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If I bought my items in store, can I return them in the post or using Collect +?

Any items ordered and paid for in store can only be returned in store, including items ordered in store that have been sent from our warehouse. Our warehouse is unable to refund these orders at present.

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Payment

What is ‘Verified by Visa’ or ‘MasterCard Secure code’ and do I have to sign up for it?

In order to place an order on the website, your card may need to be registered for one of the above. For further information please to visit our security page or, alternatively, please contact your card provider.

How can I pay on the Monsoon Accessorize website?

You can pay by:

  • Credit card: We accept Visa, Delta, Visa Electron, MasterCard and American Express credit cards.
  • Debit card: We accept Visa, Delta, Visa Electron, MasterCard and American Express debit cards. We also accept UK-based Maestro and Solo cards. 
  • PayPal

We do  not accept:

  • Cheques or postal orders
  • Eurocheques
  • Cash in any currency
  • Book tokens
  • Purchase orders
  • International wire transfers
  • Direct debit

Can I use my gift card to pay for items on the website?

Yes, simply select gift card as your payment type in checkout and enter the 19 digit account number and then enter your 4 digit PIN found on the reverse of the card. You can pay with up to 5 gift cards per order. You can also pay with both a gift card and your debit or credit card if the value of your order is greater than the value of your gift card.
Please note: once your order has been placed your gift card will be fully redeemed if your order value is greater than the value of your gift card. You can keep the card and top it up in store to spend again if you choose.

Can I use or purchase gift cards on the website?

We are pleased to confirm that you are able to purchase gift cards on our website.

Can I use my Monsoon Reward card when shopping on the website?

We can confirm that you are able to accrue Reward for all Monsoon purchases on our website. Please ensure that your Monsoon Reward card number is added to your online account, prior to placing an order.

Can I redeem my Reward vouchers on the website?

You can only redeem your Reward Voucher on our website using a desktop PC or MAC. Simply select Reward Voucher as your payment type at checkout and then enter the 19 digit account number and 4 digit PIN found on the reverse of the voucher. Please note, your voucher can only be redeemed against Monsoon items. This feature has not yet been added to our mobile or tablet sites but this is something we are working on!

Can I manage my Reward card account online?

You are able to manage your Reward card account on our partner’s website. Please CLICK HERE for more information (you will be taken to our partner’s website from this link).

What is your exchange rate?

Our prices are shown in Pounds Sterling, Euros, US Dollars, Danish Kroner and Russian Rubles. If you are purchasing from a county with a currency other than these and you’re using an internationally registered credit or debit card, your card provider will apply the exchange rate when your card is charged. Please be advised that your card provider may add an additional processing charge or administration charge which international card holders are liable to pay.

I am an international customer. Can I claim my VAT back?

Unfortunately, we do not have the facility to process VAT refunds for online purchases. All prices advertised on our website are inclusive of UK VAT, where applicable.

I am an international customer. Will I need to pay any custom fees when receiving my order?

All products are sold on a delivery duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to, on or after delivery. Additional taxes, fees or levies may apply according to local legislation and we recommend that customers check these details before placing any orders for international delivery. Monsoon Accessorize can not be held responsible for this.

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