Customer Care

Returns

I want you to fall in love with your purchase. I strongly advise avoiding purchasing where there is any doubt, to avoid unnecessary returns. Please read my terms and conditions based on each item category.

I hope your order is lovely fit and you enjoy wearing it, but if you feel the item isn’t right for you, it can be returned.

The item must be unworn, unwashed and returned with original tags / packaging. Please contact me at designer@monadoll.com within 4 days of receiving the garment. The customer is responsible to return the item safely and cover any postage cost.

 

A few considerations to be aware of:

• Refunds or exchanges can not be made if the garment is worn or missing its tag.
• If you have received an incorrect or faulty item, please email us with your order number and a description of the issue. Photo’s are always useful. Then we can look into the problem and do everything we can to solve it, and also improve the manufacture of the item if necessary. We will always reimburse you for any extra postage charges on faulty items eg. return costs. Please email before hand so we can suggest how to return the order. We will also need a copy of your postage receipt.
• We add a variety of sample sale items, seconds (items which have not passed our quality checks), and items used for photo shoots. These are usually one-off pieces at low prices. We understand that when shopping online you may sometimes buy an item which doesn’t fit perfectly, so we suggest that you check our size guide and read all the information about the item before purchasing. Or email us for any further questions. If the fit is not ideal, we would encourage you to find an alterations service to make your dress fit you better. We do not offer refunds of any kind on sample sale items.

Posting a Return

• All returns must be posted as our premises is not accessible to the general public. Please do not try to return an order in person. Excluding faulty items, we are not responsible for the return postage costs.
• We strongly advise you to only send via a tracked service as we will not take responsibility for items damaged or lost in the return transit. Please keep your postage receipt with the tracking number until you have received a confirmation from us.
• We never want to cause further problems, but please make sure to fold up orders nearly and carefully as orders being crumpled can often result in being damaged due to the nature of the printed fabric. In the event of this happening, we will reduce the refund cost due to the condition of the item. We reserve the right to refuse any return which doesn’t meet its original conditions.
• If your return isn’t accepted it will be returned to you.

 

Late Deliveries or Lost Items

We currently send orders via Royal Mail, Parcel Force, DPD or DHL. On occasion, deliveries are delayed or lost. We will do what we can to get to the bottom of it. Don’t worry, the majority of orders are delivered quickly and with no problems - but if you are worried about where your order is, please use the track-and-trace code provided.

A few considerations:

• Please check your junk emails if you have not yet received your postage confirmation email from us, we can always re-send this.
• If you have any problems, please contact the delivery provider directly as we are unable to provide any other additional assistance for late deliveries.
• If your parcel is lost, please contact us as soon as possible so we can re-make and re-send your order urgently.
• International deliveries may incur customs charges and taxes. It is the customer's responsibility to do their own research on the taxes and charges they may have to pay for the country they are having their order delivered.