Shipping Information

We currently ship all our orders from the UK. Our UK and International shipments are shared between different carriers depending on their destination and the service selected. These carriers are currently Royal Mail (including Parcelforce Worldwide), DPD, Evri and UPS.

• Typical despatch time for orders placed is usually 1-2 working days.
• We ship all orders in order of receipt and shipping method. At our busiest times we may be delayed in shipping your order by a few days. 
• Orders with personalised signature or dedication requests may be delayed by a few days. 
• There can sometimes be shipping delays out of our control, often due to the courier. We will do our best to inform our customers of any issues.

Our shipping prices are set by our couriers and applied to cover shipping costs with no additional fees, this means we have no control over the prices set and have to go with what shipping companies are charging.

We always package our CDs & Merch in a way that they fall into the cheapest possible shipping category. As much as you don’t like high shipping prices, we don’t like charging them so we are always trying to find the cheapest yet reliable options.

UK SHIPPING

All working day delivery timescales stated below are estimated once the product has been dispatched from our warehouse.

• Royal Mail 1st class shipping, 1-2 Working Days (including Saturdays)
• Royal Mail 2nd class shipping, 2-3 Working Days (including Saturdays)
• Courier shipping (for parcels over 2kg), 2-3 Working Days

Please note for UK customers if your destination is in Scotland, Northern Island or other UK offshore destinations, your order could take an additional 1-2 days for delivery from the date of dispatch.

If you experience a longer delay than this, we need to know in case there is a problem. Please contact us via email on shop@monalisa-twins.com

OVERSEAS SHIPPING

Worldwide shipping costs automatically default to the correct shipping zone relevant to the delivery destination. Delivery times will vary depending on the service we send your shipment on. Most European destinations have a 3-7 day shipping time from dispatch. Further worldwide destinations may be longer than this.

The “International Tracked” shipping method will not affect shipping times but you will receive an email with your tracking number which will allow you to track your order.

EU SHIPPING – IMPORTANT!

Since July 1st 2021, all EU countries will likely charge import VAT (value added tax) for parcels worldwide from anywhere outside the EU, which the UK is now too. The exact amount varies from country to country (Usually, it will be your usual national VAT rate but please check with your authorities) so it is likely that the authorities of your country might charge you a fee upon arrival that includes import VAT, potential DUTY and Customs and Admin charges.

Please Note: Custom charges are not set by us and we do not have any involvement or control over these.  

FURTHER INFORMATION

Please Note: Any issues with delivery, damage of products or lost items (unless caused by faults of us and our shipping team) will be the responsibility of the customer, but in most cases we will try to find a solution and offer to send a free replacement parcel.

If there are issues you can always get in touch through shop@monalisa-twins.com

Please ensure you leave an appropriate window to allow our team to pick and pack your order. 

When our carriers are seasonally busy or during postal strikes or additional economic issues, it can cause delivery times to be extended. For all delivery delays outside of our control due to our carriers or postal strikes we are unable to accept liability and are therefore unable to guarantee a refund of shipping charges where we have incurred charges ourselves from either our carrier or Royal Mail.

ORDER STATUS CHECK

You will receive an email once we dispatch your order and another email with your tracking code a little later on (This only applies to international orders with “International Tracked” shipping).

These emails will be sent to the email address entered during checkout. If you cannot find any emails please check your spam folder or get in touch at shop@monalisa-twins.com if you suspect that you might have mistyped the email address.

USEFUL INFORMATION

Our shipping charges are weight-based, not order value based. Regardless of the value of your order, shipping will be calculated based on weight and parcel size, therefore inexpensive yet heavy or large products may appear expensive to ship.

For an estimate of our shipping prices, you can enter your country and postcode on the cart page once you’ve added your items to the cart, and this will show you the shipping price before you pay.

REFUNDS FOR INTERNATIONAL ORDERS

Please note that we are not able to refund any shipping charges, customs duty or local taxes which may be incurred by the shipment of an international order.

If you have any more questions or queries, please don’t hesitate to send us an email on shop@monalisa-twins.com and our team will endeavour to help.