Frequently asked questions

Shopping FAQs

Shipping

Which couriers do you use?
For deliveries within the UK we use Parcelforce as our couriers.
For deliveries outside of the UK we use DHL. All couriers may use local postal services and couriers once the parcel has arrived in the correct country for delivery eg. DHL will transfer to USPS for deliveries in the United States.

When will I receive my purchase and when can I track my delivery?
Once your order details are confirmed, your purchase will be carefully wrapped, boxed and sent on its way within 2 business days, and you will then be able to track your delivery with our couriers. You will receive a confirmation email when your parcel has left the gallery, and this will include your tracking number so that you are able to follow your parcel’s progress.

How much does delivery cost?
The cost of delivery varies from country to country.

For 48 hour delivery within the UK, we charge delivery at a flat rate of £10 on all orders under £100, and FREE delivery on all orders over £100.

For delivery costs to other countries, please contact us at hello@monkeyapple.art.

Can I have my order delivered to a different address to my billing address?
Yes. If you are placing an order as a gift for a friend (in the UK or overseas), or would like your order delivered to a work address then you may request to have a separate delivery address to your billing address. You may enter the delivery address at the first stage of the checkout procedure. You can enter your billing address separately when you enter your payment details.

Ordering
If an Item is out of stock, can I still order it? – If an item is out of stock, this will show on the product page. Most items are one of a kind, but we may have similar items, so contact us at hello@monkeyapple.art and we can suggest similar items, or inform you of when new stock will be arriving. All of our stock levels are live and please note that products are not reserved until your order has been confirmed.

Can I cancel or amend an order online?
Orders cannot be amended or cancelled online however we are here to help you. Please phone us (between 9am and 5pm weekdays) or send us an email (anytime) at hello@monkeyapple.art with any requests and we will endeavour to ensure that these are processed for you wherever possible.

Can I order by telephone?
Orders can be placed over the telephone. Our opening hours are Monday-Friday 9am – 5pm.

Which payment options do you accept?
We accept payment from all major credit and debit cards. If you pay via our Customer Services team, you will also be able to request payment via BACs. Goods paid for via BACs will only be dispatched once the funds have cleared.

Is the ordering process secure?
Yes. We maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions.

Can I order without registering?
Yes. We do not require registration but should you wish to do so at the end of the checkout process you may. We do not retain any payment details; we only keep your delivery information.

How do I return items?
If you wish to return any items to us, please ensure that your item is returned to us undamaged and in the same condition that you received it. It must be packed securely in its original packaging, and returned by guaranteed delivery within 14 days of confirmed delivery to you of your item.

Once we receive your item, we will inspect it and notify you that we have received your returned item. If your return is approved we will immediately initiate a refund to you.

You will be responsible for paying your own shipping costs for returning your item (with the exception of certain circumstances that are agreed with Monkey Apple).

Can I exchange items?

Whilst we do not have an exchange policy in place, you can return any unsuitable items to us for a full refund and a new order can then be placed online or with our dedicated customer services team.

How long do refunds usually take?

Refunds will normally be credited to your original method of payment. Most payment providers will fully process the refund within 5 working days.

General

Can I sign up/ unsubscribe to emails?

You can choose to sign up to our newsletter by registering your email address with us in the box at the bottom of the page. Should you wish to unsubscribe from our newsletter at any time, please contact our customer services team and we will process this for you.

Do you sell gift cards?

Yes, we sell gift cards so that you can take the stress out of shopping for the perfect gift.It can be delivered by mail or by a virtual voucher delivered directly into your recipient’s inbox. Please contact our customer services team to assist you.