FAQ's

How do I place an order?

Once you’ve found the product you’d like to buy, select a size from the drop down menu and click ‘Add To Basket’. Repeat this for any additional items you’d like to purchase.

To complete payment, click on the basket icon in the top right hand corner or click ‘Checkout’ from the pop up once the item has been added to your basket. Confirm your selection and sizes are correct and proceed to checkout.

You’ll be prompted to enter your personal information, including email address, postal address, payment details and your preferred delivery method. Once this has been done and payment has been completed, you’ll receive an email to confirm that your order was successful.

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Can I add an item to my order?

Once payment has been processed, we’re unfortunately no longer able to edit your order.

If you’d like to purchase anything else from us, this will have to be ordered separately. If you place two separate orders on the same day and contact us to let us know (quoting both order numbers), we’ll do everything we can to make sure they’re sent out together. Any additional postage costs incurred will then be refunded to you as soon as possible.

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Can I cancel my order?

We're pretty quick at picking and packing your order & once the order has been placed we can't change it before despatch therefore we need to be quick to cancel your order once your purchase has been confirmed. Once your order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before placing your order.

Contact us using our live chat so that we can ensure our warehouse know within 30 mins of the order being placed.

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What payment methods do you accept online?

Monterrain.co.uk accepts the following credit cards for online orders:

• Maestro/UK Maestro
• MasterCard
• Visa
• Visa Debit/Delta
• Visa Electron

You can also pay for an online purchase using PayPal.

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Can I pay with PayPal?

Monterrain.co.uk does accept PayPal payments. As a security measure, if the delivery address on your order is not a confirmed address on your PayPal account, you will receive an email to your PayPal registered email address for confirmation before your order is accepted. Once you reply to this email, your order will be considered authorised and we will dispatch it to your selected address.

Please reply to any emails as soon as possible. Monterrain cannot be held liable for any delays to delivery incurred as a result of your failure to respond.

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You have asked me to confirm my address, why?

When you pay using PayPal, we receive a notification from PayPal to advise us if the delivery address provided is confirmed on your PayPal account. If they advise us that the address provided is unconfirmed, we need to receive confirmation from you in writing to allow us to send your order. Simply reply to the email we send you to confirm that the delivery address is correct and we'll dispatch your order as soon as we can. If we don't get a reply to the email within 7 days, unfortunately we'll have to cancel your order and process a full refund.

When you pay using your credit/debit card, various checks are carried out to protect your card from fraudulent activity. The most common check is to ensure that your billing address accurately matches that held by the card issuing bank. If some of the details match, but not all, we will email the email address provided to ask you to confirm. If none of the details match, then your order will simply be cancelled and refunded and you will receive an email to confirm this.

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When will the payment go out of my account?

As soon as you place your order, the payment will be taken from your account. We won’t process your order until we receive the payment.

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Why has my card been charged but my order didn't go through?

Please contact us if you think this is the case, however in most circumstances we have not charged you and it is what is known as a "shadow transaction" showing on your account.

When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately this is completely out of our control.

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What currency do you use?

All products sold on our website are currently in GBP. Orders made from outside the UK will automatically be converted to your national currency by your card provider/Pay Pal at the current exchange rate.

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What is 'Verified by Visa' and MasterCard 'SecureCode'?

Verified by Visa and MasterCard SecureCode are services to help protect your card details when shopping online. They allow you to create your own password which only you know and you will be asked to use this every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or MasterCard SecureCode.

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Do your prices include VAT?

Yes. Any items purchased from Monterrain.co.uk are inclusive of VAT. This is a UK registered website and we have no legal obligation to offer VAT free shopping to customers outside of the EU.

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How much is delivery?

With our standard delivery option you can expect to receive your goods within 2-4 working days of placing your order. The service used for our standard service also includes door to door tracking. Standard UK delivery is FREE for orders over £0 and £3.99 on orders below.

Please note that all orders placed before 5pm will be dispatched the same working day.

On our Next Day delivery service we will deliver your order the following day to UK mainland addresses providing that the order is placed before 9pm Mon-Fri, or 9pm Sun. Orders placed after 9pm Friday, or on Saturday, will be dispatched on Sunday. Our Next day service is not available for customers in the Scottish Highlands, Northern Ireland, Isle of Man and Isle of Wight.

Delivery to Europe is from €11.50 and from $20 to the Rest of the World.

Please see our Delivery Page for full details.

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Do you deliver to the Channel Islands?

Certainly. Just select your country at checkout. Unfortunately however, we can’t provide next day delivery to the Channel Islands at present.

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Can I track my order?

Yes, this is possible for both UK and international deliveries. Once your order has been dispatched, you’ll receive a confirmation email with a tracking number which can be used on the courier website to track the progress of your delivery.

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I still haven't received my order, where is it?

If your estimated delivery timescale has passed and you still haven't received your order, please contact our team by email customerservices@Monterrain.co.uk and they’ll investigate this for you.

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I've tracked my order online with the courier and it is showing as delivered but I haven't received it, what should I do?

Please contact us immediately by email customerservices@Monterrain.co.uk and we will process a denial of receipt claim with the courier.

Unfortunately we are unable to issue a refund or send a replacement order until the courier has completed their investigation.

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I missed my delivery. What should I do now?

If for any reason you weren’t around when the courier attempted to make your delivery, they’ll leave a card to let you know.

If the courier has tried several times and is still unable to deliver your order, they will return your delivery to us. Upon receipt of the returned order, we will process a full refund. Unfortunately we will not be able to resend your parcel to you, so a new order must be placed if you would still like the items.

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Can I change my delivery address?

Once an order has been placed, we are unable to change the requested delivery address. This is a result of various security checks, including checks on the delivery address provided. Changing the delivery address would invalidate these checks.

If you’ve entered an incorrect address, please let us know via email customerservices@Monterrain.co.uk and we will cancel the order so that you can place another with the correct address.

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Can I cancel my order?

We're pretty quick at picking and packing your order & once the order has been placed we can't change it before despatch therefore we need to be quick to cancel your order once your purchase has been confirmed. Once your order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before placing your order.

Contact us using our live chat so that we can ensure our warehouse know within 30 mins of the order being placed.

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Why has my order been cancelled?

There are a number of reasons why your order may have been cancelled. This could be due to stock issues or your order may have been cancelled if it did not satisfy all of our security checks. It's worth noting that all our orders are screened for fraud and the most common check is to ensure that your billing address accurately matches that held by the card issuing bank. If your order fails these security checks, we will email the email address provided to advise that the order has been cancelled and issue a full refund.

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How do I return my order for a refund?

Please see our Returns Page for more details

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How do I return my order for an exchange?

Please see our Returns Page for more details

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Do I have to pay to return my order?

Returns are free of charge for UK Customers. If you choose to use any other returns method, you will be liable for the full cost. Unfortunately, in the case of returns from overseas, the buyer is responsible for any charges incurred.

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How long can I keep my order before returning it?

We ask you return your items to us in an unused and saleable condition within 28 days of receipt. Our full returns policy can be found here.

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How long will it take to process my return?

We aim to process all returns within 7 days of us receiving the goods back in our Warehouse.

You will receive an email to confirm when your refund has been processed. Please allow up to a week for refunds to show on your account. Unfortunately, this timescale is outside of our control and dependent on the card issuing bank. Once we have processed a refund to you we are unable to do anything to make this appear in your account any quicker. On rare occasions, some refunds may take longer than expected to process, however, all refunds will be processed within 14 days.

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I've lost my receipt, can I still return goods?

When returning items to store we ask that you provide the till receipt given to you at time of purchase. If you think you have lost this then we will also accept other forms of proof of purchase. For example, you could use your credit or debit card statement showing the purchase.

If you have placed your order online and you are returning goods to store, your shipping or confirmation email will be accepted as your receipt.

Unfortunately we're unable to accept a return without some form of proof of purchase. Sorry for any inconvenience caused.

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Why haven't I been refunded the whole amount?

We will only refund the delivery charge if you have cancelled your order or we have sent you a faulty or incorrect item.

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Can sale/discounted items be returned?

Yes, all items can be returned for a refund within 28 days. You will be refunded the price you paid for the item.

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How long will it take for you to refund me?

We aim to refund you within 7 days of your order being received in our warehouse and we will email you when your refund has been processed. The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back into your account any quicker.

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You've emailed me to say you've processed my refund, but it's not showing in my account, why?

Once we have processed your refund, this normally takes around 3-5 working days to go back to your account though, due to banking processes, the process can take up to 10 working days.

If you’ve paid by PayPal, it will take 24-48 hours to hit your account.

For LayBuy, the process can take up to 10 working days.

Klarna refunds will be processed within 5-7 business days.

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How do I return an order placed through one of your stockists?

If you have placed your order through one of our selected stockists then your item(s) will need to be returned directly to them following their returns policy. Please contact the stockist directly.

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Can I buy Monterrain Gift Cards online?

Unfortunately at present, Monterrain Gift Cards are not available online.

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Why can't I select the size I want?

This means that we unfortunately no longer have your size in stock.

We may be expecting a delivery however, so please send us an email customerservices@Monterrain.co.uk to check. In the case of reduced items, it’s very unlikely that we will be receiving a restock and only the sizes displayed will be available.

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Are the sizes shown UK or US sizes?

All products on the website are shown in UK sizes. Size guides are specific to each brand and are detailed on each product page. These should help you to choose the size you want and will also help you to convert our UK sizes in to the equivalent US and EU sizes if required.

Feel free to contact us via email customerservices@Monterrain.co.uk if you have any questions about sizing and we’ll do our best to help.

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I placed my order and now the item I bought is in the sale, can you refund the difference?

Unfortunately we are unable to let you know in advance if a product is about to be reduced or reimburse you the difference after you have already placed your order.

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What should I do if the item I received is faulty?

If you think the item you received is faulty please get in touch with us via email customerservices@Monterrain.co.uk and we’ll do our best to help.

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Part of my order is missing, will it get sent separately?

Unfortunately on rare occasions we are unable to send all of your order.

This is usually because we have checked the item you have ordered and found it to be faulty or if we have had an issue with stock availability. If for any reason we are unable to send all items on your order, we will email you to let you know and issue a full refund for those items. It is rare that we send items separately and we would normally notify you if this was the case.

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You've sent me the wrong items/size, how can I get the right item?

Please accept our sincerest apologies, but occasionally mistakes can happen.

If it's happened to you, all we can do is apologise and promise that we'll do our best to sort this for you as soon as possible. Get in touch via email customerservices@Monterrain.co.uk and we’ll advise you what to do.

Please be assured that if you incur any additional postage costs as a result of our mistake then we will reimburse you. As we don't store credit or debit card details for security purposes, we may need to contact you to get card details from you.

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Are there any vacancies at Monterrain?

To enquire about any vacancies, please email customerservices@Monterrain.co.uk.

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I've forgotten my password

If you've forgotten your password, you can request a new one by clicking on the 'forgot your password' link at login. A new password should be sent to your email within a few minutes. If you don't receive it, please try checking your spam/junk folders in case it has been caught by your spam filters. If you still can't find it and you're sure you gave us the correct email address, then please contact us via email customerservices@Monterrain.co.uk and we’ll do our best to help you.

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I've requested a new password but haven't got it yet

A new password should only take a few minutes to arrive after it has been requested. If you haven't had it yet try checking your junk mail in case it has been caught by your spam filters. If you still can't find it and you're sure you gave us the correct email address, then please contact us via email customerservices@Monterrain.co.uk and we’ll do our best to help you.

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I can't checkout, is there a problem with your website?

If you added your items to your basket on an earlier visit to our website and the sizes you require are no longer available, the 'proceed to payment' button will not be visible and you will not be able to proceed through checkout. Please empty your basket and start your purchase again.

If the items are still available on the website and you are still unable to checkout, please contact us via email customerservices@Monterrain.co.uk and we’ll do our best to help you. It would really help us if you could let us know details of the browser (eg Google Chrome) you are using.

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Why doesn't my discount code work?

This is probably because the items you have purchased are already reduced in our sale. The following Terms and Conditions apply to all promotion codes or discount code offers (including Student Discount).

1. Discount Codes and offers are valid on full price items only
2. Offers exclude all Gift Cards and any 'Exclusive Web Price' products
3. To take advantage of an offer, the relevant Promotion Code must be entered at the checkout
4. No cash or any other alternative will be given
5. The discount codes cannot be used in conjunction with any other offer
6. Refunds on any item(s) purchased using a discount code will be less the discount obtained
7. Your statutory rights as a consumer are not affected
8. Monterrain cannot be held responsible for third party websites failing to list voucher codes terms and conditions.

If your order meets all these requirements and the discount code still hasn't worked then the likelihood is that your discount code has expired and is no longer valid.

We cannot apply discount codes after a purchase has been made. To use a valid discount code, it must be applied during the checkout process. If you would like to return the item, please follow the correct returns process here.

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