Last updated on: Aug 3, 2026

SHIPPING POLICY

1. Order Processing & Production Time

• Ready-to-Ship Items: Orders are processed and dispatched within 1–2 business days (Monday to Friday, excluding holidays).

• Custom/Personalized Items (e.g., Custom Scrunchies): Due to the handcrafting and customization process, custom orders require an estimated production time of up to 14 business days before dispatch.

Note: If your order contains both ready-to-ship and custom items, the entire order will be shipped together once the custom items are complete, unless requested otherwise.

2. Shipping Rates & Delivery Estimates

We ship worldwide. Shipping fees are calculated at checkout based on your delivery destination and total order value:

Regional International Delivery Averages:

• Europe & North America: 7 – 12 Business Days

• Asia-Pacific: 5 – 10 Business Days

• Rest of the World: 14 – 21 Business Days

3. Delivery Details & PO Boxes

• Deliveries are made Monday to Friday via local postal services or courier partners. A signature may be required upon delivery.

• PO Box Addresses: Please provide a complete physical street address at checkout. We cannot guarantee successful delivery to PO Boxes for certain international routes.

• Incorrect Address: If a package is returned to us due to an incomplete or incorrect address provided by the customer, the customer will be responsible for the reshipment fees.

4. Customs, Duties & Taxes (DDU)

All international orders are shipped Delivery Duty Unpaid (DDU). Any customs duties, import taxes, or clearance fees levied by the destination country are the sole responsibility of the recipient. Please check your local customs threshold prior to placing an order.

5. Order Tracking

Once your package is shipped, you will receive a dispatch confirmation email containing your tracking link and carrier information.

RETURN AND REFUND POLICY

1. Returns Eligibility & Window

We want you to love your purchase. If you need to request a return, please review our terms below:

• Return Window: Requests must be initiated within 14 days of parcel delivery.

• Condition: Items must be unopened, unworn, unwashed, and in their original packaging.

2. Non-Returnable Items (Custom Orders)

• Customized/Personalized Products: Due to the bespoke nature of custom products (e.g., custom scrunchies made to your specifications), all custom orders are FINAL SALE and cannot be returned or refunded for change of mind.

• Exception: If your custom item arrives damaged, defective, or incorrect, we will replace or refund it immediately (see Section 4).

3. Buyer’s Remorse Returns (Customer’s Reason)

If you wish to return a standard item due to personal reasons (e.g., changing your mind or placing a wrong order):

• The customer is responsible for purchasing and providing the return shipping label.

• A 25% fee (covering original outgoing shipping costs and a restocking fee) will be deducted from your total refund amount.

4. Damaged, Defective, or Wrong Items Received

If your parcel arrives damaged, missing items, or with manufacturing defects:

• Please contact us at info@themonsterish.com within 48 hours of delivery.

• Include your order number and clear photos/videos of the damaged item and packaging.

• Merchant Coverage: We will provide a pre-paid return shipping label (or waive the return) and offer a free replacement or a full refund.

5. Exchanges

We do not offer direct exchanges. If you require a different item or color, please follow the return process for eligible items and place a new order on our website.

6. Refund Processing

Once your returned package is received and inspected at our warehouse, your refund (minus applicable restocking/shipping fees) will be processed back to your original payment method within 5–10 business days.

CONTACT US

For any questions regarding shipping, tracking, or returns, please contact our support team:

• Email: info@themonsterish.com

• Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM GMT

• Company: Photonics Limited (35 Crowden Way, London SE28 8HE, United Kingdom)