FAQs
Frequently Asked Questions and Help on using the site.
We understand that our customers have questions from time to time about the items for sale or about the website itself. Hopefully we have answered a few of the most common of these questions below. Please feel free to contact us if you have any that have not been covered here.
Where does The Monster Company obtain its movie stocks / merchandise from?
The memorabilia items shown are from an existing personal collection or have been purchased from distributors, dealers, retail outlets, prop masters, film studio’s or from private collectors.
How often are new items added to the website?
New merchandise is uploaded on a monthly basis in the New Items section. After a short period of time they then are allocated to their relevant category.
Are all your products / items on the website?
Locally with have up to date lists and photo’s of every piece of merchandise available. We also would love to have an up to date Monster Company website with all the current stocks. However due to the vast amounts of stock, mail orders and store sales, it is physically impossible to keep our online presence 100% up to date. We would suggest, informing us of any items you may be interested in, and we will endeavor to let you know when these are available. The Monster Company website attempts to provide an interesting cross section of products that we feel represent the breadth and depth of stocks. We offer a free electronic list (e-list of stock) which we are able to send via email along with specific item photos. Printed lists are available upon application and for a fee of £5 to cover printing and postage costs, which is refunded against any subsequent order of over £30.
How do I find the item I am looking for?
To perform a site search enter a key word (product description, movie, company name etc) of the item you are looking for in the Search facility found within the navigation bar in the top left of the screen of each page.
Alternatively you can browse through memorabilia using the categories and the sub categories provided in the products section.
If the item you are looking for eludes you then please do not hesitate to contact us using the enquiry form, email info@themonstercompany.co.uk, or by giving us a telephone call on 0115 846 9790 (mail order hotline) or 0115 950 5055 (The Monster Store).
How do I buy an item from the website?
Click on the ‘add to basket’ button next to the product, you have an option to carry on shopping, if you wish you can click onto the ‘basket’ button found in the navigation bar at the top of the page to view all your items. Postage / shipping are calculated at this point based on weight of the order.
When you have finished shopping, go to your basket and click onto "go to checkout". You will then be prompted to fill in your customer information, which will be transferred to us securely.
How do I buy an item from the website offline?
If you are without online payment capability and would like to pay with alternative means (e.g. postal orders, personal cheque, or to provide card details offline) then contact us on 0115 846 9790 (international dialing ++ 44 115 846 9790) on our mail order hotline or 0115 950 5055 (international dialing ++ 44 115 950 5055) for The Monster Store. Alternatively you can e-mail us or send a letter and we will effectively deal with your enquiry.
How much is shipping?
Prices for shipping are supplied with the product details at the point of ordering prior to payment. These are dependent on total weight of any order and the location it is being sent to in the world. If you require shipping rates to parts of the world which are not quoted (i.e. does not appear on the drop down list of countries), then please contact us and we will be happy to supply you with this information. On multiple orders, you will automatically qualify for a progressively better postal rate which will be given along with other shipping options and services available. If however you feel the shipping charge to be incorrect or too expensive, please do not hesitate to contact us and we will endeavor to seek the optimum shipping service for you and respond back. A cost effective international shipping rate is available from us upon request for oversized items. We constantly aim to uphold and to supply a very fair postage and packaging rate.
Is the item you are sending insured?
Yes all items of merchandise are insured to the value you (the customer) choose at the point of sale in the payment gateway. The shipping types vary and insurance values should equate to or be above, the value of your order. Liability for loss / damage is limited to the amount chosen by the customer at the shopping basket (time of purchase) from the drop down shipping options. All parcels are packaged safely and securely to a very high standard.
How can I pay?
Payment for all items can be made using all major credit / debit cards (with the exception of Amex and Maestro International) held on a secure site with Secure Hosting (www.securehosting.com a subsidiary company of Universal Payment Gateway plc) or telephoning us directly and are then processed locally. All payments by cheque, bank (wire) transfer or postal orders, must be made by contacting us in the first instance either by phone or at The Monster Company. Paypal payments are accepted to a maximum product value, including the shipping of £40 (forty Great British Pounds). If transactions are unable to be processed, we will notify you via email or telephone. If you then wish to continue with the order, please do not hesitate to contact us.
Are there any payment plans available?
Yes, we have plans for payment over a mutually agreed time period and are flexible to work them in with your payment schedule. Please contact us to learn about the full details of our payment plans.
Is my personal information kept secure and private?
Yes it is. We hold private details with the utmost discretion and courtesy. Under NO circumstances are any details or information shared with third parties. All credit / debit card details are held securely and safely by Secure Hosting (www.securehosting.com) and then processed and then immediately destroyed locally (unless notified otherwise by the customer) by The Monster Company.
Can you locate merchandise items from my favourite films, characters, movie stars and Television Series?
If we do not have the item that you are looking for in stock then please feel free to use our requests form or our contact telephone numbers and we will endeavor to find it for you using our database, and network of contacts within the market.
Do you buy single memorabilia items / collections?
The Monster Company is continually interested in acquiring film and television merchandise from the smallest of items to entire collections or warehouse stocks. Please contact us if you think that you may have pieces for our consideration and we can discuss your requirements.
How do I know if the production made / screen used props are authentic?
Each item is researched prior to it being listed on The Monster Company website, we do not list any props until we are 100% confident of its origin and always supply a lifetime money back guarantee and a Certificate of Authenticity (C.O.A.). We are members of the Movie Props Association which is an independent regulatory body overseeing the suppliers of proprietary collectables.
Are production made / screen used props or costumes always "one of a kind"?
Usually multiples are made of all principle and background props and costumes. This depends on the film and can be for a variety of production and continuity reasons. Props can be made in a variety of different variations. It may be a "hero" or "beauty" prop for close up shots, or lightweight alternative medium for stunt and safety work. Some props may have functionality, perhaps they move or light up. Different versions may be produced to formulate each separate task required of it. There is always risk of wear or damage whilst filming, which is another reason to produce multiple numbers.
What is the Movie Props Association?
The Movie Props Association (M.P.A.) is an independent body made up of dealers, collectors of original production made and screen used props and wardrobe items. Members adhere to certain values and standards relating to the items that are sold and the manner in which we deal with our customers. M.P.A. members are monitored to ensure that they continue to operate within the policies and goals of the M.P.A. The M.P.A. website can be found through the links page of The Monster Company site or go to www.moviepropsassociation.org.
What are those policies and goals?
- M.P.A. members are here to help, if you have any other questions about props or wardrobe pieces. If the Monster Company does not have a prop item you are looking for, we will redirect your enquiry to another M.P.A. member if they are known to hold it in stock.
- The M.P.A. has zero tolerance for people who misrepresent items as being the "real thing" or “original” when they are merely replicas. This type of practice is not only fraudulent and immoral but only harms the prop market. Without some degree of trust the whole business is tarnished.
- The M.P.A. does not condone the trade of props obtained without the knowledge and consent of the studio or original owner. This practice is detrimental to the collectors market.
- In summary the M.P.A. believes in always trading in an ethical manner. The consumer or collector should have peace of mind that any prop or wardrobe costume purchased is authentic and as described. The M.P.A. purpose is to provide the guarantee that its members are trading in authentic goods.
Guarantees and certificates of authenticity (C.O.A.) by an M.P.A. member
All props are sold with a full guarantee and C.O.A. If at any point the authenticity of the item is called into question, the dealer will commence an investigation using the knowledge and help of the M.P.A. as well as independent experts (e.g. reputable auction houses such as Christies, Sotheby’s, Butterfields etc). If it then proven that the item ‘was not made for the production indicated’ a refund or exchange of the full transaction amount will be offered. If the item however is proven to be of genuine origin, the customer is then liable for all charges relating to any such investigation.
If you (the customer) have any queries relating to a production made or screen used prop purchased from The Monster Company, please do not hesitate to contact us in the first instance and we will effectively deal with the enquiry.