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Who are Monkeys With Fire?

Monkeys With Fire is a friendly UK based specialist web store of tabletop gaming. We offer a wide range of products, stocking all the latest board games, card games, dice games, collectible card games, miniature games, and role-playing games.

When do new releases become available?

New release products are posted on the store each Friday in advance of their release the following week. Stock typically arrives on a Tuesday / Wednesday from our supplier. As soon as we are in receipt of the product, orders placed for new releases are dispatched.

How do pre-orders work?

Pre-orders allow you to place an order for an item that we do not yet have in stock. We’ll reserve your order and when we have the item(s) in stock, we’ll dispatch them to you.

When making a pre-order, you will pay for the item(s) in advance, in full. You can cancel a pre-order at any time prior to the order’s dispatch and will receive a full refund.

Timescales for items that are available to pre-order can vary from weeks to months, depending on the item. We maintain regular communication with our suppliers and we’ll update you as and when further information on the items status is made available.

What happens if my pre-order is delayed or does not come in stock?

Sometimes, suppliers’ scheduling and shipping dates can change and some pre-orders can be delayed or cancelled. If the delivery date for an item changes, we will update you. If we cannot fulfil your pre-order, we will send you an email to confirm the reason why.

There are occasions when a supplier does not fulfil our requirements fully, and we do not have enough stock to fulfil all of the pre-orders. Should this occur, we will fulfil as many orders as we can – beginning with the earliest orders made. If your order cannot be fulfilled, we will email you to let you know.

Please be aware that making a pre-order does not guarantee that we will get that item into stock. We also cannot be held responsible for suppliers’ date changes and cancellations.

How can I pay?

We accept payment via the PayPal checkout system. We accept the following credit/debit cards online: Visa, Mastercard, Delta, Solo, Switch and Electron. Payment via American Express is not possible.

Do I need a PayPal account to make a payment?

You do not require a PayPal account to use the PayPal checkout system. Credit and debit card payments can be made by selecting the card payment option at the bottom of the PayPal checkout window. If you are unsure, please contact a member of our service team who will be happy to assist you.

How much is delivery?

All prices for products listed on this website are inclusive of postage and packaging charges to mainland United Kingdom post codes only.

Do you deliver internationally?

At this time Monkeys With Fire are only able to handle orders from the United Kingdom.  We apologise if this causes any inconvenience.

I live in Ireland, is there anything we can do?

Customers from Ireland have used www.parcelmotel.com as a means of receiving orders. We can ship orders to Parcel Motel, 1A McKinney Rd, Newtownabbey, Antrim, BT36 4PE, United Kingdom.

When will my order be dispatched and delivered?

Items marked in stock are held by Monkeys With Fire and are usually dispatched within 24 hours.

We shall deliver your order to the shipping address you provide – please make sure that this address is accurate and up to date.

Items that have to be specifically requested from a supplier can take between seven to ten working days to arrive. We will keep you informed as to the progress of your order.

Orders are shipped either by Royal Mail standard second class post or by myHermes courier service depending on the size/weight of the item(s).

Deliveries usually take three to five working days - a working day means a Monday, Tuesday, Wednesday, Thursday or Friday that is not a Bank or Public Holiday.

We allow 21 days from the date of dispatch before we will investigate the non-arrival of an order.

In the unlikely event that your order arrives damaged, or you receive the wrong item, please contact us as immediately. Please see our Returns Policy for further information.

Are there restrictions on deliveries?

We’re not able to deliver to an address that may not be secure – this could include a communal postal address, a BFPO or a PO Box. In this event, we’ll contact you as soon as possible.

What happens if I’m not home when you deliver?

If you are not available, the courier will attempt to leave your order in a 'safe place' – typically with a neighbour or with a colleague at your place to work. They may also leave a card at the delivery address confirming that they have tried to deliver. Please follow the instructions on the card to rearrange your delivery.

The courier will make three attempts to deliver the parcel, after these, your parcel will be returned to us.

If you foresee a problem in receiving your order, please contact sales@monkeyswithfire.com so that we can make alternative arrangements.

Can I collect my order in person?

Unfortunately at this time you are unable to collect your order from us in person.

Cancelling an order

You have the right to cancel your order within seven working days of receipt of your items. If you wish to cancel your order, please ensure the item(s) to be returned have remained sealed, in original packaging, undamaged, complete with original and undamaged external box, if applicable. Our returns address is featured within our Returns Policy. You undertake the responsibility of returning the item(s) to Monkeys With Fire. If we do not receive the item we cannot exchange or refund it, so we recommend that you use a trackable/insured mail service.

I have changed my mind, what can I do?

If you would like to return a purchase, you may do so within 14 days of the date of receipt. The item(s) to be returned must remain sealed, in original packaging, undamaged, complete with original and undamaged external box, if applicable. Our returns address is featured within our Returns Policy. You undertake the responsibility of returning the item(s) to Monkeys With Fire. If we do not receive the item we cannot exchange or refund it, so we recommend that you use a trackable/insured mail service.

My items are faulty?

In the event of faulty items, please contact us. If we are unable to replace your faulty item(s), then we will issue a full refund. Please note, the item(s) must be returned to us for this to be processed. Please see our Returns Policy for further information.

Making contact

If you have any queries, or require our help with your order, you can contact us Monday to Friday 9am – 5pm. Please remember to quote your order number, if appropriate, on all correspondence.

By telephone: +44 1925 558466

By email: sales@monkeyswithfire.com

By post: Monkeys With Fire, PO Box 1240, Warrington, WA1 9FU

Document last reviewed: 20/05/2014

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