Shipping Policy

Last updated: 5 September 2026

At Monback, we aim to provide a reliable and straightforward delivery experience. This Shipping Policy explains how orders are processed, dispatched and delivered.

1. Order Processing

Once your order has been successfully placed, you will receive an order confirmation at the email address provided during checkout.

Orders are subject to payment verification and availability before dispatch.

Once your order has been dispatched, you may receive a shipping confirmation email containing tracking information where tracking is available.

Please ensure that your email address and delivery information are entered correctly when placing your order.

2. Shipping Destinations

Monback offers delivery to locations available during checkout.

Available shipping methods, estimated delivery times and applicable charges will be displayed before you complete your purchase.

If a delivery option is not available for your address, this will normally be indicated during checkout.

3. Shipping Costs

Shipping charges, where applicable, are calculated and displayed at checkout before payment is completed.

From time to time, Monback may offer free or discounted shipping as part of a promotion. Any applicable conditions will be displayed on our website or during checkout.

4. Estimated Delivery Times

The estimated delivery timeframe for your order will be displayed during checkout where available.

Delivery estimates begin after an order has been processed and dispatched.

Please note that delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control, including:

• Courier or postal service delays;
• Severe weather conditions;
• Public and bank holidays;
• High-volume sales periods;
• Customs or border processing, where applicable; and
• Other unforeseen transportation disruptions.

We will take reasonable steps to ensure orders reach customers within the applicable delivery timeframe.

5. Order Tracking

Where tracking is available, tracking information will normally be provided after your order has been dispatched.

Please allow some time for tracking information to become active after receiving your dispatch confirmation.

If you have difficulty tracking your order, please contact us at support@monbackuk.com.

6. Incorrect Delivery Information

Customers are responsible for ensuring that their delivery address and contact information are complete and accurate before submitting an order.

If you notice an error in your delivery information, please contact us as soon as possible at support@monbackuk.com.

We will make reasonable efforts to update the address before dispatch, but we cannot guarantee that changes will be possible once an order has entered the fulfilment or shipping process.

7. Failed or Missed Deliveries

If a delivery attempt is unsuccessful, the courier may attempt redelivery, leave instructions for collection or return the parcel to the sender.

Customers should follow the instructions provided by the delivery carrier.

If your parcel is returned to us because of an incorrect address, repeated unsuccessful delivery attempts or failure to collect it, please contact our customer support team for assistance.

Additional delivery charges may apply where a parcel needs to be shipped again, where permitted by applicable law.

8. Delayed Orders

Occasional delays may occur during busy periods or because of circumstances outside our reasonable control.

If your order has not arrived within the expected delivery period, please contact us at support@monbackuk.com with your order number.

Our customer support team will review the available tracking information and assist you with the delivery.

9. Lost Parcels

If you believe your parcel has been lost in transit, please contact us as soon as possible.

We may need to investigate the delivery with the relevant carrier before determining the appropriate resolution.

Where an order is confirmed as lost, we will provide an appropriate remedy in accordance with applicable consumer law.

10. Damaged Parcels

If your order arrives damaged, please contact us as soon as possible at support@monbackuk.com.

Please provide:

• Your order number;
• A description of the issue; and
• Photographs of the parcel and affected item(s), where reasonably possible.

This will help us investigate and resolve the issue efficiently.

11. International Orders

Where international delivery is available, orders may be subject to customs procedures, import duties, taxes or other charges imposed by the destination country.

Any applicable information or charges collected by Monback will be shown at checkout where appropriate.

Additional charges imposed directly by local customs or authorities may be the customer's responsibility unless otherwise stated or required by applicable law.

Customs processing may also affect estimated delivery times.

12. Separate Shipments

In some circumstances, products from the same order may be dispatched separately.

If this happens, you may receive more than one parcel and, where available, separate tracking information.

You will not be charged additional shipping fees solely because Monback chooses to fulfil an order in multiple shipments.

13. Your Consumer Rights

Nothing in this Shipping Policy limits or excludes any statutory rights you may have under applicable UK consumer protection law.

Our Return and Refund Policy applies separately to returns, cancellations and refunds.

14. Contact Us

If you have any questions regarding shipping, delivery or tracking, please contact:

Monback Customer Support
Email: support@monbackuk.com

Please include your order number when contacting us about an existing order so that we can assist you more efficiently.