Contact
We provide support by email only. This keeps a written record of your enquiry and lets us answer it accurately.
Email: info@wisemonkeywear.com
Response time: usually within 24 to 48 hours on business days.
We do not offer support by phone or messaging apps.
Orders
Can I change or cancel my order?
Email us as soon as you can. Every item is made to order, and once printing has started we cannot stop it, so the order will be dispatched as normal.
If you no longer want it, accept the delivery and then contact us, and we will arrange the return under Returns and refunds below. Please do not refuse the parcel, because it goes back to our printer rather than to us and that delays your refund.
When is my order confirmed?
Your order is accepted once payment has cleared and your confirmation email has been sent.
I entered the wrong address. What should I do?
Email us immediately. If the order has not been dispatched we can usually update the delivery address. Once it has shipped we cannot.
Shipping
Where do you ship?
We ship within the United Kingdom only.
How long does production take?
Every item is made to order. Production and dispatch take 3 to 7 working days.
How much is delivery?
A flat £3.95 anywhere in the United Kingdom, however many items you order.
How long does delivery take?
Orders are sent tracked with Royal Mail 24, which is 1 to 3 working days after dispatch.
Will I receive tracking?
Yes. Every order is sent tracked, and your dispatch email carries the tracking number.
What if my tracking does not update?
Scans are sometimes delayed. If there is no movement for 5 working days, email us and we will investigate.
Sizing
How do I choose the right size?
Check the size guide before ordering. The most reliable method is to measure a garment you already own that fits you well, then compare it against the listed measurements.
Are the measurements exact?
No. Measurements are given in centimetres and are a guide. Small variations occur through manufacturing tolerance and fabric construction.
What if the size is wrong when it arrives?
You can return it. See Returns and refunds below.
Returns and refunds
Can I return my order if I change my mind?
Yes. You have 14 days from delivery to tell us you want to cancel, for any reason, and you do not have to give one. You then have a further 14 days to send the item back.
We refund the price of the item plus the delivery charge you paid.
Two things to know:
- Contact us first at info@wisemonkeywear.com. We will authorise the return and send you instructions. Please do not send anything back before you have them.
- We cover return postage. We email you a label to print, you drop the parcel at any Evri ParcelShop or locker, and nothing is deducted from your refund.
You may try the garment on, as you would in a fitting room. Trying on is not wearing. Items should come back unwashed and free of marks, odours, hair, or any other sign of use. Where a garment has been worn rather than tried on, or washed, we may reduce the refund to reflect the loss in value.
Can I exchange it instead, or take store credit?
Where an item is misprinted, faulty, or damaged in transit, yes. Send us photographs and tell us within 48 hours of delivery for transit damage, or within 28 days for a fault that appears later. Inside those windows we can offer a reprint, an exchange, or store credit, whichever suits you best, as well as a refund.
For a change of mind or a size that is wrong, we do not exchange. Every item is printed when you order it, so there is no stock to swap. Return it under the change of mind right above and place a new order.
None of this affects your right to reject a faulty item within 30 days of delivery and take a refund instead.
Where do I send returns?
We do not publish a returns address. Contact us and we will issue instructions for your return, and contacting us first is what lets us cover the postage and refund you quickly. The business address shown on this site is for correspondence only and is not a returns address. Anything sent there may be delayed or returned to you.
What if my item arrives damaged, faulty, or misprinted?
Email us with your order number, a description of the problem, and clear photographs: the fault close up, the whole garment, and the packaging. Within 48 hours if the parcel or item arrived damaged, or within 28 days for a misprint or a fault that shows up later. Photographs are required, because our printer needs them to accept the claim.
The 48 hours matters. Our printer’s window for transit damage claims is short, and photographs sent inside it let us put the problem right at no cost to you. This does not affect your legal right to reject a faulty item, which runs for 30 days.
Do I need to send a faulty item back?
Often not. Photographs are usually enough for us to reprint or refund. If we do need the item returned, we pay the postage and we will tell you how to send it.
How long do refunds take?
If you have changed your mind, within 14 days of us receiving the item back, or within 14 days of the parcel being scanned in at the ParcelShop or locker, whichever comes first. Because we issue the label, we see that scan ourselves and you do not need to send us anything. For a faulty item, as soon as the problem is confirmed. Your bank may take a few days after that to show it.
Payments and security
How can I pay?
Payments are processed securely through Stripe.
Do you store my card details?
No. We do not store or have access to your full card details.
What currency do you use?
All prices are shown in British Pounds (GBP).
Products
Will the printed colours look exactly the same as on screen?
Not always. Screen settings, print method, and fabric texture all shift colour slightly.
Are all products made to order?
Yes. Everything is printed after you order it rather than held as stock.
Policies
- Terms and Conditions
- Shipping Policy
- Refund and Returns Policy
- Privacy Policy