Refund policy
REFUND & RETURNS POLICY
Last updated: April 2026
At Monelle, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help.
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1. RETURNS
You have 14 calendar days from the date you receive your order to return an item.
To be eligible for a return, your item must be:
- Unused and unworn
- In the same condition as when you received it
- In the original packaging (if applicable)
- Accompanied by proof of purchase (order number or confirmation email)
The following items cannot be returned:
- Items that have been worn, washed, or damaged after delivery
- Items marked as final sale or non-returnable at the time of purchase
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2. HOW TO INITIATE A RETURN
To start a return, please contact us before sending anything back:
Email: support@monelle.co.uk
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
We will reply within 1–2 business days with instructions on how to proceed.
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3. RETURN SHIPPING COSTS
- If you are returning an item because it is faulty, damaged, or incorrect, we will cover the cost of return shipping. We will provide a prepaid return label.
- If you are returning an item for any other reason (change of mind, wrong size, etc.), the cost of return shipping is the customer's responsibility.
We recommend using a tracked shipping service for your return. We cannot be held responsible for items lost in transit.
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4. REFUNDS
Once we receive and inspect your returned item, we will notify you by email.
- Approved refunds will be processed within 5–10 business days.
- The refund will be applied to your original payment method.
- Please note that your bank or payment provider may take additional time to process the refund.
Partial refunds may be granted in the following situations:
- Items not in original condition or damaged through no fault of ours
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5. EXCHANGES
We currently do not offer direct exchanges. If you need a different size or colour, please return your original item and place a new order.
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6. FAULTY OR INCORRECT ITEMS
If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery at support@monelle.co.uk with:
- Your order number
- A clear photo of the item and the issue
We will arrange a replacement or full refund at no additional cost to you.
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7. LATE OR MISSING REFUNDS
If you have not received your refund after 10 business days:
1. Check your bank account again
2. Contact your card provider — it may take some time before the refund is officially posted
3. If you have done all of this and still have not received your refund, please contact us at support@monelle.co.uk
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8. YOUR STATUTORY RIGHTS
This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Under these regulations, you have the right to cancel your order within 14 days of receiving your goods (cooling-off period) and receive a full refund, including standard delivery charges.
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Contact us: support@monelle.co.uk
Website: monelle.co.uk