Help / Frequently Asked Questions

We strive to offer our customers the very best service and with this in mind you will see below answers to some of the most frequently asked questions.
If you can't find the answer to your query below, please email us and we will respond as quickly as possible.

PLACING AN ORDER:

How do I pay for my order?

* CREDIT/DEBIT CARD:
To process an order on the web site you need to pay using a credit or debit card. We can accept Visa, Visa Delta, MasterCard, JCB, Maestro and Solo.
Simply complete the sections indicated at the checkout stage. Our web site uses SSL Secure Server technology to encrypt your payment details and ensure the highest levels of security and protection (you will notice the padlock sign shown in your browser).
For your own protection, please DO NOT email your credit or debit card details to us as this is not a guaranteed secure method.
Please note your card will be security checked to ensure the cardholder name, address and three digit security code (CV2) match and pre-authorised for the order value at the time you place your order. Payment will not be debited from your account until the goods are ready for despatch. This may be the same day for goods in stock, but could be up to 28 days later. The only exception is for Direct Despatch items which are debited at the time of your order.

* CHEQUE/POSTAL ORDER:
We can accept payment by Cheque or Postal Order. Please print the order form here [file opens in Adobe Acrobat] and post to: Monarch Gardens, Ricketts Close, Firs Industrial Estate, Kidderminster, DY11 7QN. Cheques/Postal Orders should be made payable to 'Monarch Gardens'. Please note this is our warehouse address and is not open to the public.

How do I know you have received my order?
For orders placed online you will receive a confirmation on screen and an email to confirm we have received your order and your transaction reference number for your records.

Can I cancel my order?
If you have just placed an order online and have made an error or need to cancel, please contact our customer service department immediately with your transaction reference number by email or call us on 01562 827 052 (available Monday to Friday, 9am - 5pm, except bank holidays) so that your order can be amended or cancelled before the goods are despatched.

If the goods have been despatched and you wish to cancel your order you are required to notify us in writing within seven days of receipt of the goods, giving order reference number, delivery date, name, address and telephone details. A refund will be made for the goods and despatch P&P (but not return P&P) within 30 days of receipt of your notification. Please retain evidence of your written notification of cancellation, such as a certificate of posting or confirmation of fax transmission. You are expected to take reasonable care of the goods whilst in your possession and promptly return within 28 days securely packaged (along with any gift supplied as a result of the order). For your protection we recommend a recorded delivery service.

Further details can be found at Delivery & Returns Policy .

Can I view or return items at your store?
Monarch Gardens is an online trader and at present we do not have an address where you can view products or collect and return items.

I have a query about a particular product?
We have tried to give you as much detail as possible about each product to help you decide if it is right for you. However if you have any further questions, please email us and we will do our best to answer your query as quickly as possible.

I have a special offer / discount code, how do I use this on the web site?
After you finished choosing all the goods you require in your shopping basket, select 'Go to Checkout & Pay'. At this point you will be given the opportunity to enter your offer code. You will get an on screen confirmation that your offer code has been accepted and your order will be updated. We regret that offer codes not entered at the time of placing your order cannot be subsequently processed.

I cannot find a product on your web site that I have seen advertised?
Please use our search facility at the top of the page. Enter a product reference number or part of the product name to search the items we have available.
If a product is going to be out of stock for a prolonged period of time it may be removed from our web site until stock becomes available again. Some products are removed because they have been discontinued or withdrawn. If you cannot find a product, please email us and we will advise you of the status of this item.

DELIVERY:

Do you deliver overseas?
Unfortunately we do not offer an overseas delivery service at present.

Do I pay £4.95 postage & packing for each item?
No, you only pay £4.95 for each order, no matter how many items you order. If we have to send you more than one parcel, you will still only be charged the one delivery charge.
Please note: some products carry an additional direct delivery charge, details of which will be given at individual product level and highlighted by a truck illustration.
Full details can be found at Delivery & Returns Policy .

When will my products be delivered?
For orders placed online we aim to deliver within 4-7 working days, but please allow up to 28 days particularly during busy periods.
The majority of orders are sent using a courier company who will deliver Monday to Friday 9.00am to 6.00pm. Because a signature is required at the time of delivery, we give you the option to have your order delivered to an alternative address with daytime access. If no-one is available at the time of delivery, the courier company will leave a card with instructions for rearranging delivery or collection.

What happens if I'm not in when they deliver?
If no-one is available at the time of delivery the courier company will leave a card with instructions for rearranging delivery or collection.
Two further attempts to deliver will be made before the goods are held at the courier depot for you to collect. If after seven days you have not collected the goods, they will be returned to Monarch Gardens. If you wish to rearrange for your order to be delivered after the goods have been returned to us there will be a further delivery charge incurred.

Can my order be delivered next day or at a weekend?
We regret we are unable to offer this service at present.

My order has not arrived?
If your order has not arrived within the delivery time stated when you placed your order, please contact our customer service department by email us or call 01562 827 052.

Some items are missing from my delivery?
Some products are sent from different locations and you will receive separate parcels at different times. You will not be charged any more than originally stated at the time of your order. Please allow up to 28 days for the delivery of your entire order. If you have not received all of your goods within this time please contact our customer service department by email or call 01562 827 052.

My order has arrived damaged?
In the event that your parcel is noticeably damaged at the time of delivery please do not accept the goods, or mark 'damaged goods' when you sign for the order, or if you open your parcel and find the goods are damaged please contact our customer service department by email us or call 01562 827 052.