Shipping, Returns and Other Important Stuff
Terms and Conditions
We are delighted you’ve chosen to buy a gift from our gorgeous range at Monkey Kids; we just need you to know that when you purchase from our website you are subject to the below Terms and Conditions. From time to time we might update these Terms and Conditions so its best if you have a read each time you buy something from our website.
We love helping our customers so if you have any questions or need advice please email us.
Shipping – New Zealand
All our New Zealand orders cost a flat rate of $10 and are sent via Track & Trace courier. The shipping fee is added at checkout, is for any size box and includes Rural Delivery. Please note that we are unable to deliver to a PO Box.
We offer freight free on all orders over $150 within New Zealand.
Estimated Delivery Times
Monkey Kids is a small, hard-working company and we endeavour to dispatch all orders within three business days.
If you need super-hero service please use the comments box in the shopping cart and we will do our best to speed things on their way!
Standard North Island 1-2 business days
Standard South Island 2-3 business days
Rural delivery please allow an additional 1-2 business days
Pick Up In-store
If you would like to collect your order from our store in Rotorua, please use the discount code pickmeup to cancel any freight charges.
Loss or Damage of Goods in Transit
If you do not receive an order, or it arrives damaged, please email us and we will raise a claim on your behalf with the relevant freight company. The freight company will then contact you for verification of the loss or damage. Please note that claims can take up to six weeks to process.
Shipping – International
SORRY -WE ARE NOT SHIPPING INTERNATIONALLY IN DECEMBER 2020.
We will resume International shipping in 2021.
We charge a base shipping fee of NZ$30 for all international orders. This is added at checkout and paid with your item via whichever payment option you choose.
Once we’ve received your order we will get a firm quote and advise you of any further freight charges. We will then send you a PayPal invoice for any extra shipping fees and when this is paid we will dispatch your order.
For your peace of mind we strongly recommend all overseas orders use Track & Trace.
Returns & Exchanges
Buyer’s remorse! It can be hard to know what you’re getting when buying online so if you have any questions or need advice, please contact us before you make your purchase.
Change of Mind
If you change your mind once you’ve received your item, or it’s not quite what you were expecting, we are more than happy to offer you a store credit or an exchange for your purchase price minus any freight charges incurred – you just need to contact us within 14 days of receiving your delivery..
If you can’t return the item to our shop in person, you will need to organise and pay for any shipping back to us. Track & trace couriering for returns is strongly encouraged as the item is your responsibility until it is back in our store.
In order to exchange an item or receive store credit the following criteria apply:
The item needs to be returned to us unused, unopened and in the original packaging.
We cannot accept returns of dummies/pacifiers due to health reasons.
We cannot accept returns of items that were bought on sale or at a discounted price.
Please note that we may need to reject a return if it doesn’t meet any of the above criteria
Shipping on Change of Mind Exchanges
If you request an exchange shipping will be applied to the new item we send you.
For exchanges on larger items we will need to charge freight according to the product’s weight and size, not the $10 flat fee. We will notify you of this prior to accepting the return.
Faulty or Damaged
We carefully inspect and pack each item for delivery but if your purchase is damaged or faulty we are happy to offer a full refund. Please email us as soon as possible – within 14 days at the latest – including photos of the damage or fault.
Once you’ve received confirmation that we will accept the return you will need to deliver the item back to us. If you can’t return the item to our shop in person, please organise a Track & Trace courier and we will reimburse you for this shipping cost.
Please note that we may need to reject a return if the damage or fault is deemed to be the customer’s responsibility.
Out of Stock
If you have purchased an item that is out of stock we will email you as soon as we discover the discrepancy. We can suggest a replacement product or you can choose to receive a full refund.
Purchase Using Laybuy or PayPal
If your purchase was made using Laybuy or PayPal we can offer you either;
A store credit for the full amount, or
A refund less the 5% cancellation fee charged by Laybuy or PayPal.
Pricing, Payment, Taxes and Duties
All our prices are in New Zealand Dollars (NZD) and are inclusive of GST. Sometimes we may need to change our prices due to market forces so please check the cost each time before you complete your purchase.
If you are purchasing from outside New Zealand, your country may apply customs or import duties. Unfortunately, we have no power over this and any customs or duties costs will need to be paid by you.
We don’t collect any of your payment details, this is all done by our third party payment suppliers. For the terms and conditions of each payment type, please clink on the relevant link below.
When buying from our website, you can make payment by:
Old School Layby (powered by humans)
Laybuy is a way of enjoying your purchase now and paying for it in six, weekly, interest-free instalments. Please note that if you miss a Laybuy payment you may be charged a default fee by our supplier.
Old School Layby is what we used to do in the olden days before everyone had a computer in their pocket. If you’d rather deal directly with us, just contact us and we can discuss an interest-free payment plan which suits you.
Bank deposits can only be undertaken by New Zealand customers. If you choose this option we will email our bank details within 48 hours of receiving your order.
Once we’ve received your full payment or Laybuy confirmation we can despatch your order.
When you make a purchase from the Monkey Kids website you are automatically added to our mailing list so we can send you the latest updates on sales, new releases, news and more. If you don’t want to receive these you just need to click on the unsubscribe link in our emails.
Products and Website Content
We do our best to make sure that all the information on our website is correct but sometimes things slip through the cracks. We will correct any errors as soon as we notice them but please be aware we are not liable for any inaccuracies.
All items on our website are subject to availability and some items are only available to New Zealand customers.
At times the colour of a product on your screen may not be an accurate representation of the item. If you receive your delivery and are not happy with the colour you can request an exchange. Please see our Returns section of these Terms and Conditions for instructions on what to do.
If, for any reason, we are unable to supply your chosen product we will contact you to make alternative arrangements.
If you have pre-ordered an item along with some other products, we will only ship your order when all items are in stock. If you would like to receive the available items sooner, just email us and we will arrange the additional shipping. Please note that each separate package will have a shipping cost applied.
Any information we collect while you are on our website will not be shared by us. We will only use your details to send you news and updates, to communicate with you about your order or to complete your order. The payment option you choose will determine which supplier collects your information, see the Payments section for details.
If the item you have ordered is a gift, we would love to help you make it even more special. To use any of the extra services listed below, just type what you’d like into the comments box that appears on the right of your screen when you add an item to your cart. Or, you can email us after you’ve completed your purchase.
Gift wrapping with our signature Monkey Kids gift wrap paper (Please add the wrapping paper to your cart before completing checkout.)
A personally written message to send with the gift.
Leaving out the invoice when sending directly to the giftee (we’ll email you the invoice).
Wrapping two or more items together.
Thanks for stopping by and remember, we’re here to help so please just ask if you’d like any advice!