Below we have added some of our most commonly asked questions and answers.
Q.HOW LONG IS YOUR PROCESSING TIME?
A. Our processing time is generally 1-3 working days. Most of our orders are processed in under 1 working day, but it may take up to 3 working days during busier periods. This excludes Christmas & bank holidays.
Q. HOW LONG IS PROCESSING TIME OVER CHRISTMAS?
A. Over Christmas we close for 2 weeks, you will see a banner on the top of the website informing you of our processing time. Once we are caught up this banner will be removed. You can also follow our processing time in our facebook group.
Q.HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
A. Please see your order, the estimated time depends on the postage option. If you are in a hurry please choose parcel force courier at checkout this is our fastest delivery option.
Q. CAN I ADD TO MY ORDER?
A. We can’t add or amend an order once it has been placed. If you place a second order close in time to your first order and leave a note on the basket page we will combine.
We can not guarantee orders placed days apart will be combined. Orders without a note are unlikely to be noticed.
If you opt for Royal Mail on both orders and your package is over 2kg you will be changed to large parcel Royal Mail. If you would prefer the courier option please ensure you opt for this option on one order and we will refund the Royal Mail postage.
Q. WHY HAVE A RECEIVED A £2 REFUND?
A. If you have paid £8 postage, it is to cover the additional costs of sending a box, if when packing your order we are able to fit your order into a bag, we will refund the £2 extra as standard.
Q. MY FULFILMENT EMAIL SHOWS A REMNANT INSTEAD OF WHAT I ORDERED, WILL I RECEIVE A REMNANT?
A. No, you will receive your order exactly as it is shown on your order when you placed it. When a fabric is no longer available, the listing is updated to show the remnant/ bolt end remaining. Sometimes this may come through on your fulfilment email but your order will always be the same as you ordered unless you have received a personal email and agreed to receiving a remnant. You will always be given options if we do not have exactly what you ordered prior to your order being dispatched.
Q. DO YOU OFFER SAMPLES?
A. Yes we do, we offer samples and sample sets of our full range of regular fabrics. Please look in our sample collection to see what is available. We are adding samples and sets as often as possible.
Unfortunately due to many of our prints being limited lines, we will be unable to cut samples on prints that are low stock. Please do ask if you would like to know if we can provide a sample before placing an order. Samples can be found by searching samples in our top search bar. They are all within one listing.
Q. A FABRIC I LIKE IS NOW OUT OF STOCK, WILL YOU BE RESTOCKING?
A. Many of our plain fabrics are regular lines that are regularly restocked. Most of our prints are only what is online. Once stock of a print has gone it is rare that it will be restocked.
If one of our regular lines is discontinued with the manufacturer we inform customers who are subscribed to our emails via email and we add a notice to our social media.
Q. Which ribbing / jersey matches?
A. If you notice coordinate cards on the print with a 3 digit number you can use this in our search bar to bring up all of our fabrics in that shade.
For example 085 will show you dark red ribbing and dark red cotton jersey. You can also request prints to be coordinated in our facebook group and a member of the team will update the listing at their earliest opportunity.
Alternatively you can purchase a 58 shade pack of our tubular ribbing and matching jersey for £5 to coordinate at home.
Q. IF I ADD A NOTE TO MY ORDER CAN YOU PRIORITISE IT?
A. Unfortunately we can’t add priority to orders, however most of our orders are processed within 1 working day. The additional time stated at the checkout is the time the postal option opted for takes. If you opt for our courier it is collected the same working day. If you opt for Royal Mail collections are Tuesday-Friday and are not collected until the working day after order completion.
Q. I NEED A PRINT COORDINATING IF I ADD A NOTE WILL YOU ADD IT TO MY ORDER?
A. No we can’t add to an order, our automatic discounts only apply to orders when a customer checks out. Please ask or follow the guide above before ordering.
Q. I NEED TO ASK A QUESTION CAN I ADD IT AS A NOTE TO MY ORDER?
A. No please contact us via email support@northernmonkeymakes.com
We can’t reply to notes.
Q. I NEED MY ORDER HOLDING UNTIL X DATE SHOULD I ADD A NOTE?
A. No please contact us before doing this, we will always try to help but please email us first as we may not be available on the date you would like it sending.
Q. WHEN WILL I RECEIVE TRACKING?
A. If you have opted for our courier service and your order is fulfilled before our courier collects, you will receive your tracking information within a few hours. If your order is completed after our courier collects you will receive your tracking the next working day.
Orders opting for Royal Mail will receive an email on the day of collection. Collection days are Tuesday - Friday, orders are collected the next working day.
Q. I HAVE CHANGED MY MIND I WOULD LIKE TO CANCEL MY ORDER
A. Unfortunately due to how quickly orders are processed it is very unlikely we will see a request to cancel prior to cutting your order. Please keep in mind we are a small family business and while cutting your orders we are not at the computer.
Q. WHERE IS MY ORDER / TRACKING
A. Please check your spam folder If you have not received tracking.
You can also log into your account, if you don’t have an account, you can create one using the same email you used for your order. On your order you will see the tracking information from your order. Please allow the time stated at checkout plus processing time for orders to reach you.
