Which countries do you deliver to? 

We ship UK, Europe, US and beyond. 

For EU, post Brexit, we have found our customers have had additional duties and VAT to receive their deliveries, and some destination countries have charged more than the cost of our customers’ orders. Monkee Genes cannot control what these charges are, after discussing with a lot of our European customers, we agree it is your decision if you wish to pay these additional charges, and therefore are pleased to be shipping to the EU again. Please note that the shipping cost applied on our site and you may be subject to additional charges that your country may apply. We are sorry to say that Monkee Genes cannot estimate these costs for you. 

Can I track my order?

Yes – you can track your order using the tracking number in your order confirmation email. 

How long will it take for my order to arrive? 

All orders will be dispatched within 2 working days of being placed. No orders are shipped on weekends or bank holidays. UK orders take 1-2 days from dispatch. For all other countries, check our shipping overview here.  

Can I pick up my order at your office or at a local collection point? 

Currently we do not offer this service. 

What are your shipping costs? 

UK shipping is a flat rate of £5. For all other countries, shipping is £15. 

Do I need to pay custom fees if ordering from outside the UK? 

By leaving the EU, consumers could now be subject to paying taxes and duties when buying from the UK. We’re monitoring this situation.

Since the UK has left the EU, we have found that almost all countries have applied customs duties and VAT to our customer’s orders, Monkee Genes cannot control or estimate what these charges will be. If a customer from the EU places an order then it is their responsibility to be conscious of these additional charges and by ordering from the Monkee Genes wesbite they give consent for orders to be despatched at this unknown additional charge.

My order hasn’t arrived, what should I do? 

Please use the link in your email confirmation to track your parcel. If your parcel hasn’t arrived within 10 days for UK orders or 20 days for any other destination, please get in touch with our customer service team. 

What forms of payment do you accept? 

We accept major debit and credit cards, Apple Pay, Google Pay and PayPal. 

Do you do Monkee Genes gift cards? 

Yes! You can find them here. Once purchased you will receive a digital gift card via email. 

Where do I enter my gift card or discount code?

You can enter your gift card or discount code on the first page of the checkout. 

What happens if I spend more or less than the value of my gift card? 

If you don’t spend the full amount of your voucher, then your code will remain valid with your remaining balance. If you want to spend more than the value of your voucher, simply pay the remainder at the checkout. 

Where can I get a discount code from? 

We don’t release discount codes very often – but when we do, you’ll find them on social media or on our emails. Make sure you follow us and are subscribed to the mailers, so you don’t miss out!

Why won’t my discount code work? 

Discount codes can’t be used in conjunction with any other sale, offer, promotion or code. Only one discount code is permitted per order and will be applied at the checkout.  

I’ve already placed an order, but I want to use a discount code, how do I do this? 

Sorry once an order has been placed, we are unable to add a discount. You may be able to use your discount code on your next order. 

Do you offer student discount?

Unfortunately, not at the moment – we’re working on it! 

What is your return policy? 

You can return items for a refund within 45 days of receiving your order. All returns must be in their original condition, unwashed and unworn. 

How do I return an item? 

Through our online returns portal:

• Enter your order number and email address and click Start
• Follow the instructions and select the items you want to return
• UK customers will receive a confirmation email with a returns label. We use Collect+ for all UK returns 
• International customers must use the portal to manage the return but are responsible for their own returns label. All returns at your own expense and risk. 

Are there any charges for return? 

Returns for any other reason are charged at £5 for UK customers. Creating a returns label is free, we simply deduct £5 from your refund. Returns are free for faulty items. Original shipping charges are non-refundable. 

Do you offer exchanges? 

Unfortunately not. We suggest that you return your item and place a new order. 

I’ve missed the 45 days return period; can I still return my jeans? 

We understand that life can get in the way, so we allow slightly late returns providing that the items are unworn, unwashed and in their original condition to process the return. 

When can I expect the refund back in my account? 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the return is approved, your refund will then be processed, and a credit will automatically be applied to the original method of payment within 10 working days. 

Can I change or cancel my order? 

You can get in touch with us as soon as possible and we may be able to change or cancel your order. However, we do process and pack all orders very quickly therefore this may not always be possible. If an order has already been processed, it is simple to return any unwanted items back to us. Please see our Returns page. 

I’ve received the wrong item, or an item is missing, what should I do? 

We’re sorry to hear that! Our team take great care when packing your orders but there can be mix ups from time to time. Please get in touch with our customer service team and we will resolve the issue as soon as possible. Please include your name, order number and the item that is missing. 

My item is faulty, what should I do? 

We’re sorry to hear that! Please get in touch with our customer service team as soon as you identify a fault, and we will work quickly to resolve the issue. Please include your name, order number, explanation of the problem and if possible detailed photographs of the fault. 

What size should I buy? 

We recommend using our Virtual Size Guide which gives measurements of each item and allows you to compare to a reference product from our online shop or that you have at home. The size guide can be found at the bottom of each product page. If you’re unsure of how to measure your jeans, have a look here for guidance. 

What does R and L mean on your sizing?

The letters refer to the leg length where R stands for Regular and L stands for Long. The length varies depending on style and fit so please refer to the Size Guide on each product page which has this specific information. 

My style/size is out of stock, when will they be available again? 

Some styles on our website sell out very quickly. Our most popular items will be restocked however this isn’t always the case for limited edition or archive lines. Follow us on social media or subscribe to our mailing list to be the first to know when items are restocked. 

I ordered Monkee Genes many years ago, if I reorder now will my size be the same as my originals?

Our sizes may vary on selected styles over time. We are always reviewing fit following customer feedback therefore cannot guarantee that over a longer period that your size/fit will be the same. To ensure you get the correct size suited to you, please use the size guide available on each product page.