Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to return your item(s). Any item returned after the 30-day period will be refused and sent back to the customer.

To be eligible for a return, your item must be in the same condition as you received it — unworn or unused, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase. You can always contact us for any questions regarding returns at officialmonouve@gmail.com

Return Process:

Step One — Make sure you meet the requirements and timeframe of the return policy. We reserve the right to refuse any return that does not comply with this policy.
Step Two — Please fill in the return form. You will first need to receive it by post after approval. Complete this form in full with your order number, your request, and any comments. Please note that you do not need to notify us if you wish to return an order within the policy timeframe. It is the customer's responsibility to ensure that items are returned in a timely manner.
Step Three — Pack your order safely and securely, with the return form inside.
Step Four — Arrange shipment of the order back to us. Our return address is located at the top of the return form.
Step Five — We do not currently cover the shipping costs of items returned to us. This will need to be arranged and paid for by the customer.
Step Six — We cannot be held responsible for items lost in return transit. We strongly advise that you pay for tracked and insured postage as an extra precaution.
Step Seven — We do not notify customers when we receive your returned items. Please be patient — once we have received your items, your refund or exchange will be processed in due course. If there is an issue with your return, we will contact you using the details provided at checkout. Processing a refund and it appearing in your account can take up to 14 working days. In most cases, it will appear sooner.

Exchange & Return Process

To exchange or return your items, please ensure you have complied with the policy to confirm that your order is eligible for an exchange or refund. If your order is eligible, please complete the return form provided in full, including your order number, your request, and the item(s) concerned, and send it to the address shown at the top of the return form. We do not currently cover the shipping costs of items returned to us — this must be arranged and paid for by the customer.

We strongly advise sending your parcel with a tracked service to ensure your return is delivered safely and securely.

We cannot be held responsible for missing items or a missing parcel. This is entirely the duty and responsibility of the customer.

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved or not. If approved, you will be automatically refunded to your original payment method. Please note that it may take some time for your bank or credit card provider to process the refund. Please allow up to 14 working days for your refund to appear in your account.

Withdrawal Period: Customers have 30 days from the date of receiving their items to notify the retailer if they wish to return items for a refund.
Late Returns: If items are returned after this 30-day period without prior notification or agreement, the retailer is not legally obliged to issue a refund. However, at our discretion, we may offer an exchange, store credit, or refund.

In summary, if a customer returns an order after 30 days without prior notification or agreement, we are not legally required to grant a refund. In some cases, we may offer alternatives such as an exchange or store credit.

Damages & Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item, so that we can assess the issue and resolve it. You must contact us immediately upon receiving your items to report a defective or damaged item.

Fragile Items

Your order will arrive in a box marked "FRAGILE," and the item inside will be protected. If you wish to return our product, the item must be returned in the same new condition in which it was sent to you — firmly packed and protected. If the item is returned to us bent, damaged, defective, marked, or showing signs of wear, the return will be cancelled and we reserve the right to refuse it — the item will be sent back to you. By ticking the Terms & Conditions box at checkout, you agree to these terms.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (such as food, flowers, or plants), personalised products (such as special orders or custom items), and personal care products (such as beauty products). We also do not accept returns on hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about your specific item.

Sale Items & Gift Cards

Unfortunately, we cannot accept returns on sale items or gift cards. Sale items are end-of-line products and all sales are final. Our terms of use checkbox is included at checkout — by ticking it, you agree to these terms.

Exchanges

The quickest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item or request an exchange.

Administration & Restocking Fees

An administration fee of £17 is applied to each transaction on our website to cover maintenance, security, and customer service costs. This fee is clearly displayed at checkout and does not apply to refunds or internal employee orders.

If a customer chooses to cancel their order or no longer wants the item, an administration and restocking fee of £17 will be deducted. The customer will receive a full refund, minus this fee, to account for processing and restocking costs.

Lost Parcel Resolution & Compensation Policy

If your parcel is lost during delivery, we will immediately send you a replacement at no additional cost. In addition, we will provide you with a 15% refund as a gesture of our commitment to your satisfaction. Please contact us for assistance, and we will handle your concern promptly and efficiently.