Returns

My item is faulty, what do I do?

Our apologies if your product isn't up to scratch. Please get in touch with us (Contact Us) so we can help resolve this with you.

If you're returning a faulty item to us, then please make sure you obtain a proof of postage / tracking info. for your records and make sure it is insured to the original full order value too. The Monster Company isn’t responsible for returned products until they arrive at our warehouse.

How do I return a change of mind purchase made on TheMonsterCompany.co.uk website?

General Returns Policy

We want you to be happy with your Monster Company purchase but understand if you need to return an item as there has been a change of mind.

If you’re returning an item to us, you’ll need to do this within 30 days of receiving the product, and products must be in their original re-saleable condition. If you want to swap an item in your order, you'll need to send the original item back to our warehouse and we will process the exchange.

Certain items, including sealed collectables, opened 'mystery' items, and jewellery can't be returned unless they're faulty. Please find further information here. If you're returning items from an order where you received a free item, you'll need to return the free item too.

Please note, if you're returning an item as part of a promotion, you'll need to return the whole order to receive your refund.

If you need to return a product bought at an event (Comic Con / Toy Fair etc.), please get in touch (Contact Us) with The Monster Company in the first instance and we will gladly help you.

You can return your order to us:

By post:

You’ll be liable for any costs returning items to us. The exceptions are when an item has been sent in error, or the fault of the return lies with The Monster Company.

Returning your order by post

If you'd like to post your order back to us, please do so at the address below, please include your name, order number and contact details to:

The Monster Company,

31 Cyril Road,

West Bridgford,

Nottingham,

NG2 5JW,

United Kingdom.

To avoid any delay to your refund, please mark the outside of your parcel with ‘Returned Goods’.

You’ll be responsible for any postage costs incurred by returning your items as a change of mind and we recommend obtaining a proof of postage, tracking and insured to the original order value. Goods should be returned in their original saleable condition.

If your item is faulty, please get in touch (Contact Us) with us so we can assist you further.

There's an item missing from my order, can you help?

As soon as your order has left our warehouse, you'll receive an email with all the tracking details and delivery status.

Shipped items can take up to 7 working days to arrive in the U.K. and 14 - 28 days internationally (from dispatch), and you’ll receive a shipping confirmation email with details on how to track these items. All orders are shipped by Royal Mail, or a recognized trusted courier and you can track them from your order confirmation email or your account.

If you still have questions about a missing item, please get in touch (Contact Us).

Products that can't be returned.

You can’t return the following products:

Blu-Rays, DVDs or CD-ROMs.

Any product that you have used or damaged and is no longer in its original resaleable condition.

Any jewellery returns should be unworn and in their original packaging for health and safety reasons.

We reserve the right to make a deduction from any such refund to you for returned items that have a diminished value by damaging it, handling it beyond what is necessary to establish its nature, characteristics and function or if the product is found to be incomplete. This deduction may be the whole value of the product in some cases.

If you’ve got any other questions, please get in touch (Contact Us).

I've received the wrong item.

Mistakes can occur but are rare, please get in touch with The Monster Company if this is the case, we would be happy to look into this for you. Please let us know your order number and the item you've received in error, and photos of the item if possible.