RETURNS AND REFUNDS POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@mona-boutique.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@mona-boutique.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
The following items are not eligible for return or refund:
- Shoes that show signs of wear, damage, or creasing
- Items that have been worn, washed, altered, or damaged after delivery
- Items returned without original tags or in packaging that is no longer suitable for resale
- Gift cards
All returned items must be in their original condition, unworn, unwashed, and suitable for resale.
If you are unsure whether your item qualifies for a return, please contact our customer support team here.
Exchanges
The fastest 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.
14-Day Right to Cancel (UK Customers)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your items, for any reason and without providing a justification.
To be eligible for a return, items must be unworn, unwashed, in their original condition, with all tags attached and in original packaging. Proof of purchase is required.
This right to cancel does not apply to items that are exempt under UK consumer law.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@mona-boutique.com
Customer Service Hours:
Monday - Friday: 11:00 a.m. - 7:00 p.m.
Saturday: 11:00 a.m. - 6:00 p.m.
Sunday: Closed
We aim to respond to your inquiries within 24 hours.
Website name: Mona Boutique
Address: RM 509, 5/F THE CLOUD 111
TUNG CHAU ST TAI KOK TSUI
HONG KONG
Company name: DECLERCK EMPIRE LIMITED
Email: info@mona-boutique.com
Tax identification number: 78014750
Warehouse address: Unit 76, The Laurels, Manston Business Park, Ramsgate CT12 5NQ, United Kingdom