1. We generally use Royal Mail as our courier service.

Dispatch usually takes place 3-5 WORKING days after an order is placed (this may be longer during busy time periods). UK deliveries may take up to 2-7 working days after dispatch and for 'Next Day' delivery please email lifemonorom@gmail.com. DELIVERY TIME-FRAMES ARE NOT GUARANTEED.

Tracking updates take place through the Royal Mail website and there may be delays in live updates. It is the customer's responsibility to check tracking updates and not M's to inform of any issues.

If there's been an attempted delivery, the courier driver may decide to deliver to a local pick-up locker or shop. If the parcel is not picked from there, it will be returned back to us. MONOROM will not be held responsible to pay for re-delivery. An item value refund will then be given if the customer does not pay for redelivery and the parcel is back in our possession. Returns may take a few days to be opened and processed after delivery (longer during busy times/seasons). Please allow up to 14 days from the date of return for your refund to be completed.

If there are courier delays with your order, or disputed delivery, we will not be refunding or sending another item out without there being an investigation made by the courier company FIRST. This can take a several weeks (even up to 12 weeks) and only if the courier company reimburses us, will we reimburse the customer. We will only reimburse the amount we receive from the courier company, not more.

Any disputes if a delivery was attempted will need to be addressed with the courier. If a parcel does not get picked up from an access point and is then returned back to the sender, MONOROM will not be responsible for refunding any shipping fees - only the item value. If a parcel is returned back to us for any other reason, we will refund the item value only and NO SHIPPING FEES. Only if the courier reimburses MONOROM for their fees, will MONOROM reimburse the customer.

2. Packages to Europe and other countries

Due to the new Brexit rules, shipments to Europe usually incur customs fees. It is the customer's responsibility to clear these and not MONOROM's. If a parcel is returned back to us due to unpaid fees (or parcel rejection/refusal to accept delivery), and if there are freight or outstanding charges due to the return shipment, MONOROM will deduct this before issuing an item value refund. MONOROM will only refund the item value with no shipping fees (minus any extra charges). If the additional fees, including the cost of returning the parcel back to us, exceeds the total value of the item/s, NO REFUND WILL BE ISSUED.

If a customer does not pick up, refuses to pay custom fees or does not make contact to arrange delivery of the parcel with the local courier service and fees to return the parcel back to MONOROM are too high, the parcel may be disposed of. In this case, the customer will not get ANY refund.

3. Custom and Duty Fees - International Orders and Packages

MONOROM will not be responsible for any custom/duty fees and it is the customer's responsibility to clear these. MONOROM have no say whatsoever if there will be any customs or duty fees and how much they will be. See above for unpaid customs and duty fees, or parcel rejection/refusal to accept delivery.

4. Order processing time (Please read updated arrangements at the top)

All items ordered, are dispatched within 3-5 working days of cleared payment. Please allow extra time for busy seasonal periods. In addition, please be aware, coming up to and during national holidays such as Easter, Christmas and bank holidays will need extra time too. We do not provide refunds for any delays by the courier.

Please make sure to provide us with the correct address, as MONOROM will not be held responsible for costs incurred or lost packages due to errors in address details.

On some occasions, if more than one order is made to the same delivery address and the first order is not shipped out, items may be packaged into one parcel. Similarly, there may be occasions where items in one order will be shipped out as more than one parcel.

Occasionally, we may contact the customer if there are changes/increases to delivery fees. The courier may increase their charges to certain destinations or during particular seasons and this increase will need to be passed on to the customer. MONOROM will not be responsible for paying the extra shipping fee.

5. Lost/Delayed Parcels

MONOROM cannot take responsibility for delays that occur with Royal Mail. Additionally, MONOROM cannot be held responsible for any lost parcels, because once the parcel has been dispatched by us, it is then the courier service's responsibility to deliver it. If your parcel does not reach you, you will have to submit claim forms with the courier company to start an investigation. You can email us for the link or go directly to the courier's website to initiate the claim. This can take several weeks and we will only consider refunding a lost item 70% of the current item value, (to cover missed stock-keeping time), 4 weeks after the estimated delivery date.


6. Delivery Address

MONOROM will always book orders to be delivered to the address provided. It is not MONOROM's responsibility if the customer places an order with an incorrect or incomplete address. In addition, it is not MONOROM's responsibility if the customer is unavailable to receive a parcel. A note/card or text may be left by the courier or a message on tracking and it is the addressees responsibility to follow it up. This also applies for international deliveries.

Working days DO NOT include weekends.

If you require express shipping and the option doesn't appear at checkout, please contact us via email to enquire.

The total shipping price will be calculated at checkout based on the total weight.

Please note: any taxes/fees/charges incurred at customs in your country will not be paid by MONOROM. It is the customer's duty to pay these and when items are returned because taxes are not paid, we will only refund the item value, not any delivery fees. Or customs may dispose of the unpaid parcel and in this case no refund will be made to the customer whatsoever.


7. Larger Orders

For larger orders over 10 items, please contact us for custom shipping rates.



8. Undelivered Items / Returned Parcels (UK ONLY)

If parcels are sent back to us, shipping/postage fees would have to be repaid in order to send out the parcel for the second time. Or MONOROM will give an item value refund once the parcel is back in our possession and it’s been opened and checked.

Parcels returned back to us are NOT opened straight away and it can take up to 7-10 working days for MONOROM to contact the customer about returned parcels.

9. Custom Fees / Import Charges

MONOROM will not be held responsible for any custom charges your home country may impose. Please include a valid and correct phone number in case customs need to contact you.

If custom fees are not paid, MONOROM will not be responsible for paying shipping charges for it to be returned back to us. If the parcel is returned back to us, the Item value minus any fees incurred on our account will be refunded to the customer, no shipping charges whatsoever. In some cases, the parcel gets disposed of due to unpaid custom charges and MONOROM is not responsible to refund any money to the customer.

10. Tracking of Orders

Tracking numbers and the name of the courier service will be emailed to you upon dispatch. For Royal Mail deliveries, orders can be tracked directly via the Royal Mail Track and Trace service for UK shipping or via other courier tracking services for international deliveries.

11. Cancellations

Cancellations can be made within 24 hours of making an order provided that your order has not already been prepared or dispatched within this time. You need to notify us of a cancellation via email to lifemonorom@gmailcom. Any later, a cancellation will not be accepted as the order may be under the process of dispatch or be dispatched already.

12. Returns

For returns, please see our Returns policy for further details.