Shipping policy

MONKEY BUSINESS WORKWEAR

SHIPPING & DELIVERY POLICY

 

This Shipping & Delivery Policy explains how Monkey Business Workwear processes, prepares, dispatches and delivers orders.

Monkey Business Workwear is a trading name of Active365 Learning Group Limited.

1. OUR DETAILS

Legal entity: Active365 Learning Group Limited
Trading name: Monkey Business Workwear
Company number: 17363516
Registered office: 8 Mercia Business Village, Torwood Close, Westwood Business Park, Coventry, England, CV4 8HX
Email: hello@monkeybusinessworkwear.co.uk
Telephone: 07376 457815
Website: www.monkeybusinessworkwear.co.uk

2. WHERE WE DELIVER

2.1 We primarily deliver throughout the United Kingdom.

2.2 Delivery availability may depend on:

  • the delivery address;

  • product type;

  • quantity;

  • parcel size and weight;

  • courier availability; and

  • any restrictions applying to particular Goods.

2.3 If we are unable to deliver to an address entered during checkout, we will contact the Customer where reasonably possible.

2.4 Deliveries outside our standard delivery area may be considered by prior arrangement.

2.5 Additional delivery charges may apply to certain locations or specialist delivery requirements.

3. ORDER PROCESSING

3.1 Orders may require processing before they are ready for dispatch.

3.2 Processing may include:

  • confirming stock availability;

  • ordering garments from suppliers;

  • preparing Artwork;

  • digitising logos;

  • producing Proofs;

  • receiving Customer approval;

  • embroidery;

  • printing;

  • quality control;

  • packaging; and

  • preparing the Order for courier collection.

3.3 Processing and production time is separate from courier delivery time.

3.4 Orders containing personalised Goods will normally take longer to prepare than orders containing only non-personalised stock Goods.

4. PERSONALISED ORDERS

4.1 Many Monkey Business Workwear orders include embroidery, printing or other personalisation.

4.2 Production of personalised Goods may not begin until:

  • the Order has been accepted;

  • any required payment has been received;

  • suitable Artwork has been supplied;

  • any required Proof has been approved; and

  • all required Order information has been provided.

4.3 Any estimated lead time provided before these requirements are completed may therefore change.

4.4 Delays in Customer approval, Artwork submission or other required information may delay the completion and delivery of the Order.

5. ESTIMATED DELIVERY TIMES

5.1 Any lead time or delivery date supplied by Monkey Business Workwear is an estimate unless we expressly confirm in writing that a particular delivery date is guaranteed.

5.2 Estimated lead times may vary depending on:

  • stock availability;

  • size of Order;

  • product availability;

  • personalisation requirements;

  • Artwork requirements;

  • Proof approval;

  • production capacity;

  • seasonal demand;

  • supplier lead times; and

  • courier services.

5.3 We will take reasonable steps to complete and deliver Orders within the estimated timeframe provided.

5.4 Customers should not arrange events, staffing or other commitments that depend on an estimated delivery date unless we have expressly agreed a guaranteed deadline.

6. REQUIRED DELIVERY DATES

6.1 If Goods are required for a particular event, opening date, new starter date, campaign, school term or other fixed deadline, the Customer must tell us before placing the Order.

6.2 We will advise whether we reasonably expect to be able to meet the requested deadline.

6.3 A requested date does not become a guaranteed delivery date simply because it has been included in an Order or message.

6.4 A deadline will only be treated as guaranteed where Monkey Business Workwear has expressly agreed this in writing.

7. DELIVERY TIMES FOR CONSUMERS

7.1 Where a Consumer purchases Goods and no specific delivery time or period has been agreed, we will deliver the Goods without undue delay and in accordance with applicable consumer law.

7.2 Nothing in this Policy limits any statutory rights available to Consumers where Goods are delivered late.

8. SHIPPING CHARGES

8.1 Shipping charges will normally be shown:

  • during online checkout;

  • on a quotation;

  • on an Order confirmation; or

  • on an invoice,

where applicable.

8.2 Shipping costs may depend on:

  • parcel weight;

  • parcel dimensions;

  • quantity;

  • destination;

  • courier service;

  • required delivery speed; and

  • specialist delivery requirements.

8.3 Any additional delivery service requested by the Customer may incur an additional charge.

9. FREE DELIVERY OFFERS

9.1 We may occasionally offer free delivery.

9.2 Free delivery may be subject to conditions such as:

  • minimum Order value;

  • selected products;

  • delivery location;

  • promotional period; or

  • promotional code.

9.3 Any applicable conditions will be displayed alongside the relevant offer.

9.4 Free delivery offers may exclude specialist, express or unusually large deliveries.

10. EXPRESS OR URGENT ORDERS

10.1 If an Order is urgent, please contact us before ordering.

10.2 We may be able to offer:

  • accelerated production;

  • priority personalisation;

  • express courier delivery; or

  • another expedited service.

10.3 Express services are subject to:

  • stock availability;

  • production capacity;

  • courier availability; and

  • our written agreement.

10.4 Additional charges may apply.

10.5 Paying for express courier delivery does not automatically mean that production itself will be expedited unless this has also been expressly agreed.

11. DISPATCH

11.1 Once an Order has completed production and quality control, it will be prepared for dispatch.

11.2 Where available, Customers may receive:

  • a dispatch confirmation;

  • courier information; and

  • tracking information.

11.3 Tracking availability depends on the courier service being used.

11.4 A dispatch notification means the Order has been handed over or prepared for collection by the delivery provider. Actual delivery timing remains subject to the courier service.

12. COURIERS

12.1 We may use third-party courier and postal services to deliver Orders.

12.2 The courier selected may depend on:

  • parcel size;

  • weight;

  • destination;

  • service requirement; and

  • availability.

12.3 Courier delivery estimates are not guaranteed unless the relevant service has specifically been sold and confirmed as a guaranteed service.

12.4 Although a courier may physically transport the Goods, this does not remove any responsibilities Monkey Business Workwear has to Consumers under applicable law.

13. DELIVERY ADDRESS

13.1 Customers are responsible for providing a complete and accurate delivery address.

13.2 This should include, where relevant:

  • recipient name;

  • company or organisation name;

  • building or unit number;

  • street;

  • town or city;

  • postcode; and

  • any useful delivery instructions.

13.3 Customers should check the delivery address carefully before confirming an Order.

13.4 If an incorrect address has been provided, please contact us immediately.

13.5 We cannot guarantee that an address can be changed after the Order has been dispatched.

14. INCORRECT DELIVERY ADDRESSES

14.1 Where an Order cannot be delivered because the Customer supplied an incomplete or incorrect delivery address, additional charges may apply for:

  • return-to-sender costs;

  • address correction;

  • storage; or

  • redelivery.

14.2 We will only charge reasonable additional costs arising from the incorrect information.

15. BUSINESS AND SCHOOL DELIVERIES

15.1 Where Goods are delivered to a:

  • business;

  • school;

  • nursery;

  • healthcare setting;

  • care home;

  • warehouse; or

  • other organisation,

delivery may be made to reception, goods-in, an office or another person reasonably appearing authorised to accept delivery.

15.2 Customers should provide any important delivery instructions before dispatch.

15.3 This might include:

  • restricted opening hours;

  • school holiday closures;

  • delivery gate details;

  • loading arrangements;

  • named contacts; or

  • reception instructions.

16. SAFE PLACE AND DELIVERY INSTRUCTIONS

16.1 Some couriers may offer Customers the ability to select:

  • a safe place;

  • neighbour delivery;

  • collection point; or

  • alternative delivery instruction.

16.2 Where a Customer independently instructs a courier to leave Goods in a particular safe place or with another person, responsibility for the delivery will be determined according to the circumstances and applicable law.

16.3 Consumers retain any statutory protections that cannot lawfully be excluded.

17. FAILED DELIVERY ATTEMPTS

17.1 If nobody is available to receive an Order, the courier may:

  • attempt redelivery;

  • leave delivery instructions;

  • deliver to an authorised collection point; or

  • return the parcel to us.

17.2 The Customer should follow the courier's instructions where appropriate.

17.3 If an Order is returned to us because delivery could not be completed for reasons attributable to the Customer, reasonable redelivery charges may apply.

18. UNCOLLECTED PARCELS

18.1 Where a parcel is sent to a collection point or depot, the Customer is responsible for collecting it within the timeframe specified by the courier.

18.2 If an uncollected parcel is returned to us, we may contact the Customer to arrange redelivery.

18.3 Reasonable redelivery charges may apply where permitted.

19. PARTIAL DELIVERIES

19.1 We may fulfil an Order in more than one shipment where appropriate.

19.2 This may occur where:

  • certain sizes are temporarily unavailable;

  • items are supplied from different locations;

  • products come from different suppliers;

  • part of an Order is urgently required; or

  • partial delivery has been agreed with the Customer.

19.3 If we decide to split an Order solely for our own operational reasons, we will not impose an additional delivery charge without prior agreement.

20. BACKORDERS

20.1 Occasionally a product or particular size may be temporarily unavailable.

20.2 Where appropriate, we may offer to place the item on backorder.

20.3 We will provide an updated estimated timeframe where reasonably possible.

20.4 Customers may also be offered:

  • an alternative product;

  • an alternative colour;

  • an alternative size where appropriate; or

  • cancellation and refund of the unavailable item.

21. OUT-OF-STOCK PRODUCTS

21.1 Product availability can change quickly, particularly where stock is held by third-party garment suppliers.

21.2 If a product becomes unavailable after an Order has been placed, we will take reasonable steps to contact the Customer.

21.3 We will normally offer an appropriate solution such as:

  • waiting for replenishment;

  • selecting an alternative;

  • amending the Order; or

  • refunding the unavailable item.

21.4 We will not substitute a materially different product without the Customer's agreement.

22. DELAYED ORDERS

22.1 If we become aware of a material delay, we will take reasonable steps to notify the Customer.

22.2 Delays may arise because of:

  • supplier stock shortages;

  • manufacturer delays;

  • courier disruption;

  • production problems;

  • unusually high demand;

  • incomplete Artwork;

  • delayed Proof approval;

  • Customer-requested changes; or

  • circumstances outside our reasonable control.

22.3 We will take reasonable steps to minimise avoidable delays.

22.4 Consumer rights relating to late delivery remain unaffected.

23. EVENTS OUTSIDE OUR CONTROL

23.1 We will not be responsible for delays caused by events outside our reasonable control, subject to any statutory rights available to Consumers.

23.2 Such events may include:

  • severe weather;

  • floods;

  • fire;

  • industrial action;

  • transport disruption;

  • supplier disruption;

  • manufacturer disruption;

  • courier network disruption;

  • customs or import disruption;

  • utility failures;

  • national emergencies;

  • governmental action; or

  • other circumstances outside our reasonable control.

23.3 Where an event significantly affects an Order, we will take reasonable steps to reduce the impact and keep the Customer appropriately informed.

24. LOST PARCELS

24.1 If tracking suggests that an Order has been lost or the Order has not arrived within the expected timeframe, please contact us at:

hello@monkeybusinessworkwear.co.uk

24.2 Please provide:

  • your name;

  • Order number; and

  • relevant delivery details.

24.3 We may need to investigate the delivery with the courier.

24.4 Customers may be asked to confirm whether:

  • the parcel was received by another person;

  • it was delivered to a neighbouring property;

  • it was left in an agreed location; or

  • the courier has provided additional information.

24.5 Where an Order is confirmed as lost and we are responsible for providing a remedy, we will offer an appropriate solution.

This may include:

  • replacement;

  • re-production; or

  • refund,

depending on the circumstances and applicable law.

25. DAMAGED DELIVERIES

25.1 Customers should inspect delivered parcels and Goods as soon as reasonably practicable.

25.2 If Goods arrive damaged, please contact:

hello@monkeybusinessworkwear.co.uk

25.3 Where possible, please include photographs showing:

  • the damaged Goods;

  • external packaging;

  • internal packaging;

  • courier labels; and

  • any visible damage to the parcel.

25.4 Please retain packaging while we investigate where reasonably possible.

25.5 Where damage occurred before delivery and we are responsible for the Goods, we will provide an appropriate remedy.

26. MISSING ITEMS

26.1 Customers should check Orders as soon as reasonably practicable after delivery.

26.2 If something appears to be missing, please contact us promptly.

26.3 Please provide:

  • Order number;

  • missing product details;

  • quantity received; and

  • information about the parcel where relevant.

26.4 We will investigate the discrepancy.

26.5 Where an item has been omitted because of our error, we will take reasonable steps to correct the Order.

27. INCORRECT ITEMS

27.1 If you receive a product that differs from your confirmed Order, please contact us promptly.

27.2 Where we have supplied an incorrect item, we will arrange an appropriate remedy.

27.3 This may include:

  • supplying the correct product;

  • arranging return of the incorrect item;

  • replacement; or

  • refund where appropriate.

28. INSPECTION ON DELIVERY

28.1 Customers should inspect Goods within a reasonable period following delivery.

28.2 Business Customers should notify us promptly of:

  • obvious shortages;

  • incorrect items;

  • visible damage; or

  • apparent personalisation errors.

28.3 Consumers retain their statutory rights regardless of any reasonable inspection request in this Policy.

29. RISK IN GOODS

Consumers

29.1 Risk in Goods supplied to Consumers passes in accordance with applicable consumer law.

29.2 Nothing in this Policy transfers delivery risk to a Consumer earlier than permitted by law.

Business Customers

29.3 Unless otherwise agreed, risk in Goods supplied to Business Customers passes when the Goods are delivered to the agreed delivery location.

30. CLICK AND COLLECT OR COLLECTION

30.1 If we introduce or agree a collection service, separate collection instructions may apply.

30.2 Customers must not attend our registered office to collect an Order unless collection has been specifically arranged.

30.3 The registered office shown in this Policy should not be assumed to be a retail shop or collection point.

31. CHANGING AN ORDER AFTER DISPATCH

31.1 Once an Order has been dispatched, we may be unable to:

  • change the delivery address;

  • alter the delivery method;

  • redirect the parcel; or

  • cancel delivery.

31.2 Customers should contact us as soon as possible if a change is required.

31.3 Any courier charges arising from a Customer-requested change may be payable by the Customer where appropriate.

32. RETURNS

32.1 Shipping and delivery arrangements for returned Goods are covered by our separate Returns & Refunds Policy.

32.2 Personalised Goods are subject to specific return and cancellation conditions.

32.3 Customers should contact us before returning Goods unless instructed otherwise.

33. RELATIONSHIP WITH OUR TERMS & CONDITIONS

33.1 This Shipping & Delivery Policy should be read alongside our:

  • Terms & Conditions of Sale; and

  • Returns & Refunds Policy.

33.2 If there is any inconsistency between our policies and rights provided by applicable law, applicable law will take precedence.

33.3 Nothing in this Policy removes rights that cannot lawfully be excluded.

34. CONTACT US ABOUT A DELIVERY

For questions relating to:

  • an Order's progress;

  • delivery dates;

  • urgent Orders;

  • tracking;

  • delayed deliveries;

  • lost parcels;

  • damaged deliveries;

  • missing items; or

  • incorrect deliveries,

please contact:

Monkey Business Workwear
A trading name of Active365 Learning Group Limited

Email: hello@monkeybusinessworkwear.co.uk
Telephone: 07376 457815
Website: www.monkeybusinessworkwear.co.uk

Registered office:
8 Mercia Business Village
Torwood Close
Westwood Business Park
Coventry
England
CV4 8HX

Company number: 17363516
Registered in England and Wales

© Active365 Learning Group Limited trading as Monkey Business Workwear. All rights reserved.