Refund and Returns Policy

Last updated: 21 August 2026

1. Introduction

This policy explains when you can return an order, when you are entitled to a refund, replacement, or reprint, and how to arrange it.

Your rights come from the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing here reduces them.

Read this alongside our Shipping Policy, Help and Customer Service, and Privacy Policy pages.

2. Two different situations

Returns fall into one of two kinds, and they work differently. Please check which one applies to you.

• You have changed your mind. The item is as described and in good condition, but you no longer want it, or the size is wrong. Section 3 applies.
• Something is wrong with the item. It arrived faulty, misprinted, or damaged, or it is not as described. Section 4 applies.

3. Changing your mind

You have the right to cancel. You can cancel your order for any reason, without giving one, from the moment you place it until 14 days after your order is delivered. Once you have told us, you have a further 14 days to send the item back.

How to cancel. Email us at info@wisemonkeywear.com within that 14 day period, with your order number. Telling us within the period is what matters, and the item itself can follow afterwards.

We will refund:

• The full price of the item.
• The delivery charge you paid.

We cover the cost of sending the item back to us, and you do not need to arrange it. We email you a return label to print and tape to the parcel, and you drop it at any Evri ParcelShop or locker. If you cannot print, tell us and we will sort it out. Nothing is deducted from your refund.

Condition. 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.

When you get your money back. Within 14 days of us receiving the item, 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. Refunds go back to the payment method you used. Your bank may take a few days after that to show it.

4. Faulty, misprinted, or damaged items

If the parcel or item arrives damaged, tell us within 48 hours of delivery.

We ask for 48 hours because 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. Reporting inside that window is what makes a reprint, an exchange, or store credit possible. It is not a condition of your legal right to reject a faulty item, which runs for 30 days from delivery, and nothing in this policy shortens it.

For manufacturing faults or misprints, tell us within 28 days of delivery. That is our printer’s claim window, and reporting inside it is what lets us offer a reprint, an exchange, or store credit. Your right to reject a faulty item and take a refund runs for 30 days from delivery either way.

What to send us. Email info@wisemonkeywear.com with your order number, a description of the problem, and clear photographs: the fault close up, the whole garment, and the packaging where the parcel is involved. Photographs are required. We use them to confirm the problem and to raise the claim with our printer, and we cannot begin either without them.

What we will do. Where an item is faulty, misprinted, or damaged, we will offer a free reprint, an exchange, store credit, or a full refund. The choice is discussed with you and it is yours to make.

Exchanges and store credit are offered here and only here. They depend on photographs and on the report reaching us inside the windows above: 48 hours for transit damage, 28 days for a fault appearing later. They are not available for a change of mind, because every item is printed when you order it and there is no stock to swap. Your right to reject a faulty item within 30 days and take a refund is unaffected by any of it.

You usually will not need to send it back. Photographs are normally enough. If we do need the item returned, we pay the return postage and we will tell you how to send it.

Colour and print variation. Small differences between a screen image and a printed garment are normal, and come from screen settings, print method, and fabric texture. That is not a fault. If you are unhappy with how a print looks, section 3 still applies and you can return it as a change of mind.

5. How to start any return

Contact us first. Always.

1. Email info@wisemonkeywear.com with your order number and which of the two situations above applies.
2. We will confirm your return and email you a return label.
3. Send the item using the instructions we give you.

We do not publish a returns address. Returns are arranged individually so that we can confirm the right route for your parcel, and contacting us first is what lets us cover the postage and refund you quickly. Please do not send anything back before we have given you instructions. The correspondence address in section 9 is not a returns address, and anything sent there may be delayed or returned to you.

6. Cancelling before dispatch

Every item is made to order, and production usually begins shortly after you order. Once printing has started we cannot stop it, and your order will be dispatched as normal.

If you no longer want the item, please accept the delivery and then contact us. We will arrange the return under section 3.

Please do not refuse the parcel or leave it uncollected. A refused parcel goes back to our printer rather than to us, which delays your refund.

7. Lost or delayed orders

Check your tracking link first. If there has been no update for 5 working days, or the courier has confirmed the parcel as lost, contact us. We will investigate with the courier and, where appropriate, send a replacement or issue a refund.

8. Your legal rights

Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable law. This includes the short term right to reject a faulty item within 30 days, and the right to repair or replacement.

If you are unhappy with how we have handled a complaint, you can contact Citizens Advice for free, impartial guidance, or your local trading standards service.

9. Contact

Email: info@wisemonkeywear.com

Romain Mas t/a Wise Monkey Wear®
61 Bridge Street, Kington HR5 3DJ
United Kingdom

This is a correspondence address only. It is not a returns address. Please do not send returns here. Contact us by email and we will give you return instructions.