But... where on earth did you come from? | | The Tolky Monkys brand is the property of Plactoon Character Lab, S.L. Until recently, the few who knew about us knew us as Experimental Mambo, but due to legal wrangles that nobody actually understands, we had to change our name. It was that or begin to study Law, and we preferred a name change =D | | How do I make a purchase? | It’s verrrrrrrrrry simple. All you have to do is select the products you want by clicking on “I want (love) it!” Once you have all your purchases in the shopping cart (we recommend a minimum of 4), you have to enter “Show Cart” and “Confirm Your Purchase.” From that point on, all you have to do is follow the steps indicated. It won’t take more than 5 minutes to finish the entire process. Once sent, a complex mechanism consisting of various small elements is set in motion, with the result that you’ll receive your order in the time indicated below (basically, Hernán will pick up your purchases from the warehouse and take them to the messenger service ;-D)
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| If I have any problem with the order or any other doubt, how can I contact you? | That’s easy. All you have to do is go to the Contact us page and write us whatever you want to…………………within limits, of course, we’re actually quite sensitive.
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| How can I pay for my purchases? | Currently, there are three choices available in our web:
- The first way is to pay C.O.D (Cash on Delivery), that is, you pay the Personage (that is, the man or woman) who delivers the order right when you receive it at home, in the office, etc. ONLY AVAILABLE FOR ORDINARY MAIL WITHIN SPAIN.
- The second way is to make a Transfer to a bank account that we provide when we send you the e-mail confirming your order. - The third and last option is to use PayPal . If you don’t know what that is, the best thing to do is visit their website. Through this option, you can also pay with either a credit or debit card, regardless you are not signed up in their service. |
| Do you deliver all over the world? | Not everywhere, for the time being, but to a good part of the planet. We deliver to the 25 countries forming the European Union as well as to all the countries in North and South America and Australia.
If you want to make a purchase from a country that falls outside those indicated, you should contact Customer Service and we’ll see what we can do.
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| How much are shipping costs? | That depends on the type of shipping you choose and where the order´s being sent: SPAIN • Ordinary mail: 4€ (no matter the type or how many items you order)
• Express: 6€ (no matter the type or how many items you order)EUROPEAN UNION 25 • International Shipping EU 25: 6,90€ (no matter the type or how many items you order)AMERICA AND AUSTRALIA
• International Shipping America: 8€ (no matter the type or how many items you order)
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| How long does delivery take? | Let’s see; that depends on where the order’s being sent and on the kind of delivery you choose:
SPAIN
• Madrid Region: 4 working days
• Mainland Spain and Balearic Islands: 5 working days
• Canary Islands and Melilla: 7 working days
Express Mail (Mainland Spain only):
• From 24 to 48 hours, depending on the hour that the order is made
EUROPEAN UNION 25
• From 5 to 7 working days
AMÉRICA
• From 7 to 10 working days
Note: All delivery times are approximate. We try to do our work as rapidly as possible, but once the order is delivered to the postal service, it´s up to them that it arrives on time.
| What if I´m not at home when the order arrives? | In that case a telephone number is needed so that the delivery people can contact you and you can agree on the best time to deliver the order.
You also have the possibility during the purchasing process to provide us with a Delivery Address that’s different from your home address; for instance, your work address. You can do this either on the Order Form or at the Order Confirmation stage.
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| Can I exchange or return articles acquired via the Website? | Of course you can. All you have to do is send a message to Customer Service or use the Form on the Contact page, requesting the exchange or return, and explaining the reason. Returns can only de made during the first 10 days after the date of delivery at the delivery address.
Once we’ve received the message we’ll contact you in less than 24 hours to explain the steps to follow to make the return or exchange. However, you should keep in mind that, unless the exchange or return is due to a mistake of ours (defective product, wrong color, etc.) that the return shipping costs will be your responsibility.
In the case of resending orders within Spain, we’ll assume the costs for the first return. For all other countries, costs will be the client’s responsibility, unless the return is due to one of the causes indicated in the previous paragraph.
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| How do I choose the proper size? | Your best bet is to consult the Size Guide that we’ve provided on the Website, and follow the steps indicated to make the correct selection.
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| And if I order the wrong size? | As we explained in a previous answer, you can always request an exchange, but in that case you’ll have to assume the return shipping costs, and if you live outside Spain, the costs of the new delivery as well.
| | I have a great idea and I´d like to tell you about it!! | Fantastic! We’d love to hear your ideas. Go to the Contact page and write us, or send a message to info[at sign]tolkymonkys[dot]com.
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CONTACT
