Returns Policy
At Monsters Town, we want your shopping experience to be as smooth and enjoyable as possible. That’s why we’ve designed our returns policy to be simple and transparent. If something doesn’t go to plan, our dedicated customer service team is here to help set things right.
Return Window – 14 Working Days
In accordance with UK consumer law, you have the right to return your order within 14 working days of receiving it for a full refund. To be eligible, the item must be unused, in its original condition, and returned in the original or equivalent packaging.
Returns requested after this 14-day period will unfortunately not be accepted.
Limited Edition Items
Please note that many of our products are limited edition and are not eligible for exchange or return beyond the legal requirements.
If you discover a serious defect, contact us at contact@monsterstown.com within five (5) working days of receiving your item. Be sure to include your order number and an unboxing video clearly showing the issue and the packaging condition. Claims submitted without a video or beyond the 5-day window may not be eligible for support.
Faulty or Damaged Items
If your item arrives damaged, please contact us at contact@monsterstown.com with clear photos and a description of the issue to begin the return process. The item must be returned in the condition it was received, without alterations or further damage.
Once we receive and inspect your return, we’ll confirm receipt via email and notify you of the outcome. If approved, your refund will be processed to your original method of payment within 3–5 business days.
Address Accuracy
Please double-check your delivery address during checkout. We are not responsible for undelivered parcels caused by incorrect or incomplete address information provided by the customer.
Lost in Transit
While we work closely with reliable couriers such as Royal Mail, rare delays or losses may happen. If your order is declared Lost in Transit, we will happily reship your items at no additional cost.
If you believe your parcel was stolen, we advise reporting the incident to your local courier and filing a police report, where applicable.
How to Start a Return
To initiate a return, please email our team at contact@monsterstown.com. We'll provide the instructions needed to complete your return as smoothly as possible.