Welcome to our FAQ section! We’ve compiled answers to the most common questions about shopping at MONSOON Sales Store. If you can’t find what you’re looking for, please don’t hesitate to contact our friendly customer service team.
About Our Store
What kind of products does MONSOON Sales Store offer?
We specialise in premium children’s fashion from the beloved MONSOON brand. Our collections include beautiful outfits for:
- Baby Girls (0-3 years)
- Boys (0-12 years)
- Girls (3-12 years)
- Special Children’s Collections
What is your store style?
At MONSOON Sales Store, we celebrate childhood magic through timeless, high-quality fashion. Our style blends:
- Classic and contemporary designs
- Premium fabrics and attention to detail
- Enchanting patterns and colours
- Special occasion and everyday wear
Product Questions
How do I choose the right size for my child?
We provide detailed size charts for each product category. As children grow at different rates, we recommend:
- Measuring your child’s height and comparing it to our size guides
- Considering if you’d like room to grow (especially for seasonal items)
- Checking product descriptions for any special fit notes
Are your clothes suitable for sensitive skin?
MONSOON garments are made with quality materials, but we recommend:
- Washing new clothes before first wear
- Checking fabric content in product descriptions
- Choosing our organic cotton lines for extra-sensitive skin
Ordering & Account
How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Benefits include:
- Faster checkout in future
- Order tracking
- Wishlist saving
I forgot my password – what should I do?
Click “Forgot Password” on the login page and enter your email address. We’ll send you a link to reset your password securely.
Can I modify or cancel my order after placing it?
We process orders quickly to get your little one’s outfits to you as soon as possible. If you need to make changes, please email us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t yet been processed.
Payment Options
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all transactions. We never store your full payment details on our servers.
Why was my payment declined?
Common reasons include:
- Incorrect card details entered
- Insufficient funds
- Your bank’s security measures (we recommend contacting them)
- Billing address not matching your card’s registered address
Delivery Information
What are my delivery options?
We offer two shipping methods:
- Standard Shipping (£12.95):
- Carrier: DHL or FedEx (automatically selected)
- Delivery Time: 10-15 business days after dispatch
- Trackable with signature required
- Free Standard Shipping:
- Carrier: EMS (Economy Mail Service)
- Delivery Time: 15-25 business days after dispatch
- Minimum Order: £50 (after discounts)
- Basic tracking available
How long does order processing take?
All orders are processed within 1-2 business days (excluding weekends and public holidays). You’ll receive a confirmation email with tracking information once your order ships from our Carlisle warehouse.
Do you ship internationally?
Yes! We ship worldwide except to some remote areas in Asia and other locations. If we can’t deliver to your address, you’ll be notified during checkout. Please note:
- Customs duties may apply for international orders (customer’s responsibility)
- Delivery times may vary based on local postal services
What should I do if my package hasn’t arrived?
First, check your tracking information. If your package is delayed:
- For tracked services: Contact the carrier directly with your tracking number
- For untracked services: Wait until the maximum delivery window has passed
- If still unresolved, email us at [email protected] with your order details
Returns & Exchanges
What is your return policy?
We want you to be completely happy with your MONSOON purchases. You may return items within 15 days of receipt, provided:
- Items are unused, unworn, and in original condition with tags attached
- Original packaging is included
- A completed returns form is included (sent with your order)
How do I return an item?
- Complete the returns form included with your order
- Package the item securely in its original packaging
- Ship to: 15 Kingstown Rd, Carlisle, GB CA3S 6UA
- For your protection, we recommend using a tracked service
How long do refunds take?
After we receive your return:
- Refunds are processed within 5 business days
- Your bank may take additional 3-5 days to post the credit
What if my item is faulty or incorrect?
We sincerely apologise for any errors. In these cases:
- Email us immediately at [email protected] with photos of the issue
- We’ll arrange a free return label if needed
- Choose between a replacement (if available) or full refund
- We’ll cover all return shipping costs
Contact Information
How can I contact customer service?
Our UK-based team is happy to help with any questions:
- Email: [email protected] (response within 24 hours Mon-Fri)
- Postal Address: 15 Kingstown Rd, Carlisle, GB CA3S 6UA
Thank you for choosing MONSOON Sales Store for your little one’s wardrobe needs. We’re committed to bringing you beautiful, high-quality children’s fashion with exceptional service. Happy shopping!