An Update from Us

We just wanted to let you we’ve been working behind the scenes and  have reorganised our business with a new ownership structure. While the ownership of our brand might is changing, it’s the same team behind the brand and we aren’t changing our unique Monsoon design or our commitment to ethical trading and the environment.

We are open as usual online and are looking forward to welcoming you into our re-opening stores soon. You can stay up to date with information on where and when we will be opening here.

Customers can continue to join our Reward loyalty membership, earn points & loyalty vouchers and use gift cards online. 

We’ve also made shopping even easier with free delivery on orders over £50.  

Don’t forget that Reward members have free next day delivery offers. 

Please sign up to our newsletter  to keep in touch with any updates. 

 

Store Re-openings  

At Monsoon, we put community first, which is why we temporarily closed our UK and ROI stores in March. We have missed seeing you in store and from mid-June, we are planning to start opening stores in accordance with Government guidelines. 

Ahead of reopening, here’s what you can expect when shopping in-store with us: 

  • There will be a limit on how many people can be in store 
  • Signage is being installed to help maintain 2-metre social distance with screens at the tills 
  • We kindly request items are not tried on, any that are will be placed in isolation for 72 hours 
  • We will be deep cleaning our stores at both the start and end of the day 
  • Touch points to be cleaned every 30 minutes and till points cleaned after each customer 
  • Sanitiser available for all customers and staff 
  • Our preference is for cashless payment, with a new limit of £45 for contactless card payments 

While we are certain these changes will keep you as safe as possible, this is just the beginning. We will continue to roll out measures in line with the latest government advice. 

 

Deliveries 

Our distribution centre is still open, and we’ve employed enhanced measures to keep our staff safe; including ensuring staff are two metres away from each other, reducing the headcount on each shift, allowing an hour to clean between shifts and by providing extra soap and hand sanitiser. 

Due to these enhanced hygiene and social distancing measures, we have reduced to two delivery options: 

  • Express delivery – 1 to 2 days 
  • Standard delivery – 3 to 7 days 

Click and collect is not available while stores remain closed. Customers with click and collect order waiting in stores will be contacted when their local store reopens. 

 

Returns 

We’ve extended our returns policy during this time. 

In store purchases: You will have up to 14 days after stores reopen. We will honour any returns in line with the other terms in our returns policy. Please keep your receipt as proof of purchase. Unfortunately, our warehouse is unable to accept and process refunds for in store purchases 

Online purchases: We’ve extended the returns period to 60 days due to the impact Coronavirus is having on our customers’ ability to return items. If you require a new free returns label please click here.

 

Refunds are usually processed within 14 days of being returned to the DC. We do ask that you allow for this time as we are operating a reduced warehouse operation and retain your return tracking information before contacting our Customer Services team. 

If you have any other questions regarding returns and refunds please see our FAQ page.

 

Gift Cards 

We’re still accepting gift cards as a payment option, but we’re not currently selling new gift cards. 

 

Your Queries 

Unfortunately, our customer service team has been disrupted by Coronavirus, which has left us with a reduced team answering emails. 

If you can’t find the answer to your query on this page or within our FAQs and need to email us, please understand our team’s response will be slower than our usual standard. 

Thank you for your patience. 

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