FAQ
FREQUENTLY ASKED QUESTIONS (FAQ)
Last updated: April 2026
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ORDERS
Q: How do I place an order?
A: Browse our collection at monelle.co.uk, select the size and colour you need, and click "Add to Cart". When you're ready, proceed to checkout and complete your payment. You'll receive a confirmation email shortly after.
Q: Can I change or cancel my order after placing it?
A: We begin processing orders quickly, so changes or cancellations are only possible before your order has been dispatched. Please contact us immediately at support@monelle.co.uk with your order number. Once dispatched, we are unable to make changes — but you can return the item after delivery under our Returns Policy.
Q: I made a mistake in my delivery address. What should I do?
A: Contact us as soon as possible at support@monelle.co.uk. If your order has not yet been dispatched, we will do our best to update the address. We cannot redirect parcels once they have left our warehouse.
Q: Will I receive an order confirmation?
A: Yes. You will receive an order confirmation email immediately after placing your order. If you do not receive it within 30 minutes, please check your spam folder or contact us.
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SHIPPING & DELIVERY
Q: Where do you deliver?
A: We deliver exclusively within the United Kingdom, including England, Scotland, Wales, and Northern Ireland. We do not currently ship to the Channel Islands, Isle of Man, or internationally.
Q: How long does delivery take?
A: Orders are processed in 1–3 business days. Delivery typically takes 5–9 business days after dispatch. Total estimated delivery time: 6–12 business days from the date of your order.
Q: How much does shipping cost?
A: Standard delivery costs £3.99. Delivery is free on orders over £32 or when you purchase 2 or more pairs.
Q: How do I track my order?
A: Once your order is dispatched, you will receive an email with a tracking number. Tracking information may take up to 48 hours to update. Use the link in your dispatch email or visit the carrier's website directly.
Q: My order hasn't arrived. What should I do?
A: If your order has not arrived within 12 business days of dispatch, please contact us at support@monelle.co.uk with your order number. We will investigate with the carrier and resolve the issue.
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RETURNS & REFUNDS
Q: What is your returns policy?
A: You can return any unused, unworn item within 14 days of receiving your order. Items must be in their original condition and packaging. Please contact us before returning anything.
Q: How do I start a return?
A: Email us at support@monelle.co.uk with your order number and the reason for your return. We will reply within 1–2 business days with instructions.
Q: Who pays for return shipping?
A: If the item is faulty, damaged, or incorrect, we will provide a free prepaid return label. If you are returning for any other reason (e.g. change of mind or size), the return shipping cost is your responsibility.
Q: How long does a refund take?
A: Once we receive and inspect your return, refunds are processed within 5–10 business days to your original payment method. Your bank may take additional time to post the amount.
Q: Can I exchange my item for a different size?
A: We do not offer direct exchanges at this time. Please return your item and place a new order for the correct size.
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PRODUCTS & SIZING
Q: How do I know which size to choose?
A: We recommend using the size guide on each product page. Our shoes are designed to fit both standard and wider feet. If you are between sizes, we recommend sizing up. If you have any doubts, contact us and we'll be happy to advise.
Q: Are your shoes suitable for wide feet?
A: Yes. Our supportive and orthopaedic styles are designed with an adaptable fit, suitable for both wider and narrower feet.
Q: What materials are your shoes made from?
A: Materials vary by product. Full details are listed on each product page. If you need specific information not listed, please contact us.
Q: Are the colours accurate to the photos?
A: We do our best to display accurate colours, but slight variations may occur depending on your screen settings and lighting.
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PAYMENTS
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, Apple Pay, Google Pay, and Shopify Payments. All transactions are secured with SSL encryption.
Q: Is it safe to enter my payment details on your Site?
A: Yes. All payments are processed through secure, trusted payment providers. We do not store your card details on our servers.
Q: Will I be charged in British Pounds?
A: Yes. All prices are listed and charged in British Pounds (£).
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CONTACT & SUPPORT
Q: How can I contact you?
A: You can reach us by email at support@monelle.co.uk. We aim to respond to all enquiries within 1–2 business days.
Q: What are your customer service hours?
A: Our support team is available Monday to Friday, 9am–5pm (GMT/BST). We will respond to weekend messages on the next business day.
Q: I have a complaint. What should I do?
A: We take all complaints seriously. Please email us at support@monelle.co.uk with full details and we will work to resolve the issue as quickly as possible.