Frequently Asked Questions
How do I place an order?
Browse our products, add items to your basket, and proceed to checkout. You can pay securely using our online payment system. You'll receive a confirmation email once your order has been placed.
Can I modify or cancel my order?
If your order hasn't been dispatched yet, we may be able to make changes. Please contact us as soon as possible with your order number and we'll do our best to help.
What payment methods do you accept?
We accept all major debit and credit cards. All payments are processed securely through our payment provider.
How long does delivery take?
We dispatch all orders placed before 1:00 PM (Monday–Friday) on the same day. Delivery times depend on the shipping option you choose at checkout. See our Delivery Information page for full details.
Do you ship internationally?
We currently only ship within the United Kingdom. International shipping may be available in the future.
What is your returns policy?
We want you to be happy with your purchase. If something isn't right, please visit our Returns & Refunds page for information on how to return an item.
My order arrived damaged. What should I do?
We're sorry to hear that. Please contact us with your order number and a photo of the damage and we'll resolve it as quickly as possible.
Can I track my order?
Yes — all our shipping options include tracking. Once your order has been dispatched, you'll receive an email with your tracking information.
Do you sell on other platforms?
Yes! You can also find us on eBay .
Monster XP & Loyalty
What is Monster XP?
Monster XP is our loyalty rewards programme. You earn XP on every order you place, which you can then spend as a discount on future purchases. Think of it like levelling up — the more you shop, the better your rewards get.
How do I earn XP?
You earn XP automatically every time you place an order. The amount depends on your current tier and how much you spend. You also receive a bonus just for signing up, and you can earn extra XP through our referral programme.
Will I lose my tier progress if I spend XP?
No! Your tier is based on lifetime XP earned, not your current balance. When you spend XP at checkout, it only reduces your spendable balance — your tier progress and level are never affected. Spend away without worry.
What are the tiers and their perks?
We have multiple tiers, each with increasing rewards. As you level up, you'll unlock better XP earning rates, order discounts, and other perks. You can view all available tiers and their perks on the Monster XP tab of your account page.
How much is my XP worth?
Every 100 XP is worth £1.00 off your order. You can choose how much XP to redeem at checkout — use a little or use it all.
Do I earn XP on the portion paid with XP?
No. You only earn XP on the actual money you spend. If you redeem XP for a discount, the discounted portion doesn't count towards earning more XP.
Does my XP expire?
No, your XP balance never expires. Take as long as you need to save up for that big redemption.
Can I go down a tier?
No. Once you've reached a tier, it's yours to keep. Tiers are based on lifetime XP earned, so your progress only ever goes up.
Where can I check my XP balance and tier?
Head to your Account page and select the Monster XP tab. You'll see your current balance, tier, progress towards the next level, and full transaction history.
Can't find what you're looking for? Contact us and we'll be happy to help.