Frequently Asked Questions (FAQs)
Orders
How do I place an order?
Simply browse our website, add your chosen products to your basket and proceed through our secure checkout.
Can I change or cancel my order?
If your order has not yet been dispatched, we'll do our best to amend or cancel it. Please contact our Customer Support team as soon as possible.
Once an order has been dispatched, it may no longer be possible to make changes.
How do I know my order has been received?
Once your order has been placed, you'll receive an order confirmation email. A further email will be sent once your order has been dispatched.
Can I order over the phone?
Yes. Please contact our Customer Support team and we'll be happy to assist with your order where possible.
Delivery
Where do you deliver?
We currently deliver throughout the United Kingdom.
How long does delivery take?
Our standard delivery service is typically 3–5 working days.
Delivery times shown on our website are estimates and may vary depending on stock availability and courier services.
Do you offer Next Day Delivery?
Yes.
Place your order before 2:00pm Monday to Friday to qualify for Next Day Delivery on eligible products.
Do you offer free delivery?
Yes.
We currently offer:
- FREE Standard Delivery on orders over £150
- FREE Next Day Delivery on orders over £250
- FREE Saturday Delivery on orders over £300
Some oversized or specialist delivery items may be excluded.
Can my order arrive in multiple deliveries?
Yes.
If your order contains multiple items, they may be dispatched separately to ensure you receive available products as quickly as possible.
Can I track my order?
Where tracking is available, your dispatch confirmation email will include your tracking details.
Click & Collect
Do you offer Click & Collect?
Yes.
Click & Collect is available from our Trade Counter.
You'll receive an email once your order is ready for collection.
Where do I collect my order?
Monkey Tools Ltd
Unit D5, Access Twelve
Station Road
Theale
Reading
Berkshire
RG7 4PN
What do I need to collect my order?
Please bring your order confirmation and, where requested, a valid form of identification.
Returns & Refunds
What is your returns policy?
Most unused items can be returned within 30 days of delivery.
Items must be returned in a resaleable condition with all accessories and original packaging where reasonably possible.
Who pays for return postage?
If you have changed your mind, you are responsible for returning the goods to us.
If your item is faulty, damaged or supplied incorrectly, we'll arrange the appropriate solution in accordance with your statutory rights.
How long do refunds take?
Once your return has been received and approved, refunds are normally processed within 14 days using your original payment method.
Can I exchange an item?
We do not currently offer direct exchanges.
If you require a different item, simply place a new order and return the original item (where eligible).
Warranty
Are your products covered by a warranty?
Yes.
Most products are supplied with a manufacturer's warranty.
Many manufacturers also offer extended warranties of up to 3 years when you register your product within the required timeframe.
Who handles warranty claims?
Warranty claims are normally handled directly by the manufacturer.
Our Customer Support team will be happy to point you in the right direction if you require assistance.
Products
Are all products in stock?
We make every effort to display accurate stock information.
Occasionally stock availability may change due to supplier updates or high demand.
If an item becomes unavailable after you place an order, we'll contact you to discuss your options.
Do product images always match the item?
Product images are for illustrative purposes only.
Manufacturers may occasionally change packaging, colours or accessories without prior notice.
Are your products genuine?
Yes.
We only supply genuine products sourced from authorised manufacturers, distributors and trusted suppliers.
Payment
What payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express
- PayPal
- Klarna
- Finance (where available)
- Bank Transfer
Payment options may vary depending on the products ordered.
Is it safe to pay online?
Yes.
Our website uses secure payment technology and we do not store your full payment card details.
Trade Accounts
Do you offer Trade Accounts?
Yes.
We offer Trade Accounts for eligible businesses.
Do Trade Accounts receive credit terms?
Credit facilities may be available subject to application, approval and separate Trade Account Terms & Conditions.
How do I apply for a Trade Account?
Please visit our Trade Account page or contact our team for an application form.
Age Restricted Products
Do you sell age restricted products?
Yes.
Certain products, including knives, blades and other restricted items, may only be sold to customers aged 18 years or over.
Age verification may be required before dispatch.
Customer Support
How can I contact Monkey Tools?
Telephone
020 7126 8482
Address
Monkey Tools Ltd
Unit D5, Access Twelve
Station Road
Theale
Reading
Berkshire
RG7 4PN
What are your customer support hours?
Our Customer Support team is available during normal business hours, Monday to Friday (excluding public holidays).
Still Need Help?
If you can't find the answer you're looking for, please contact our Customer Support team. We're always happy to help and will do our best to answer your enquiry as quickly as possible.
