FAQ's and Help
Monkey Cave are here to help you make the right choice for that perfect Toy or Gift. We pride ourselves on providing exceptional customer service. You can find helpful and useful information on these pages.
We have provided some information below to answer questions often asked by our customers, and we hope you will find this useful. If, however, you have any further questions, please email us at email@example.com
Q: Can I add to an order already placed?
If you have placed an order online but would like to add additional items, this might be possible providing your order hasn't already been processed for dispatch. Please contact our Customer Service by email us at firstname.lastname@example.org with your existing order number and we will be able to look into this for you. If your order has not yet been processed, and the additional item(s) is in stock we can take payment for this and add it to your order.
If your order has already been processed ready for dispatch, we would need to ask you to place a separate order.
Q: Is it secure for me to place an order online using my card details?
Yes, it is extremely safe for you to place an order online with Monkey Cave and your credit/debit card details will always be completely safe and secure.
The payment pages we use are completely secure and from the checkout page of our site you will be automatically redirected to secure pages. We use PCIDSS Level 1 Encryption. This technology allows for the encryption of confidential information such as your credit card details. Any information that you enter into the computer which is then passed to their website is secure, which means that in the unlikely event of the information being intercepted by someone else, it cannot be read.
If you call our Customer Service team to place an order your details are entered straight onto the system and no written record is kept.
Q: Can I cancel an order?
If after placing an order you would like to cancel all, or part of it, please contact our Customer Service team by emailing us at email@example.com Providing your order hasn't been processed for dispatch, we will do everything possible to cancel and refund your order.
If your order has already been dispatched, you can send the goods back to us at your expense. Please ensure the goods are securely packaged and the order number, and reason for return is included. A refund of the value of the goods will be processed within 5 days of receipt however it can take 1-5 working days for refunds to appear in your account.
Q: Can I change the ship to address of an order?
If after placing an order you would like to change the address in which you would like the product shipped to, please contact our Customer Service team on firstname.lastname@example.org Providing your order hasn't been processed for dispatch, we will do everything possible to change the address for your order.
Q: Can I add a personal greeting to the gift?
If you would like to add a personal greeting to the gift (that is being sent directly) please contact our Customer Service team email us at email@example.com providing us with the details, complete with the accurate spelling and we will include a typed message in with the parcel.
Q: Do you include an invoice within the shipped order?
We do not include an invoice within the dispatched parcel. We do however include a packing note which contains contact/customer details and product information. The packing note does not include the price paid.
Q: Can you send me a VAT invoice?
If you would like to contact our Customer Service team by email at firstname.lastname@example.org they would be happy to email a VAT invoice.
Q: Can an item be reserved?
We are unable to reserve items for customers. If an item is showing as temporarily out of stock, please contact our Customer Service team email at email@example.com and they will be able to give you further information on when we might have the item back in stock.
Q: What if I receive a damaged or broken item?
Our Pick, Pack and Dispatch department are fully trained to the highest standard and we always ensure that plenty of packaging is used to avoid breakages and protect the products. Unfortunately there may be a very rare occasion when an item is damaged or broken upon receipt. If you receive an item that is not satisfactory please contact our Customer Service team on email at firstname.lastname@example.org with your order details and we will do everything possible to resolve the matter. We may ask that photographs of the damaged or broken item be emailed to us to avoid the item having to be sent back to us.
Q: Do you Gift Wrap items?
No, I'm sorry we do not offer this service……………..yet. We are looking into offering this service in the near future. Watch this space!
Q: Bulk Purchase?
If you would like to purchase a large quantity of a particular item of stock this is almost always possible. Please contact our Customer Service team on email at email@example.com to discuss the items that you require. We will then find out as quickly as possible if we can fulfil the order and how long it might take. Depending on how large the order we could offer you a discount rate.