By placing an order, you confirm that you have read, understood, and accepted the following policy.
We stand behind the quality of our products and guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user errors such as incorrect selection of sizes, designs, colors, etc.
The return policy will only apply to damaged items or products that have any manufacturing problems. We will not make any refunds or changes once the product has been successfully delivered in normal condition.
- Return:
We accept the return on products that were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). Item(s) must be returned together with proof of purchase.
*Note: We recommend customers check the items immediately after receiving them. Our policy may last 15 days from the arrival date, especially for fragile products. If 15 days have gone by since you received the item, unfortunately, we will not accept your request.
IMPORTANT: Any unauthorized returns or returns of washed, worn, or damaged items will not be eligible for a refund or replacement, and the item will be forfeited.
To complete the return request, there will be required actions below:
– All of the receipts or proof of purchase need to be available.
– Contact our Customer Support team at [email protected] to notify us about your return request. A specific return address will be provided. All returning items need to be returned to the address: Monomark House, 27 Old Gloucester Street, London, England, WC1N 3AX. Please DO NOT send your purchase back to the manufacturer.
Kindly be informed that we do not refund shipping costs. Return shipping is to be paid by the Buyer.
- Exchange:
Please email us with a photo of the product you received along with proof of purchase to our support mail: [email protected]
We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]
What is the return process? / How do I return an online purchase?
You can get in touch with our Customer Service by email: [email protected] and include the following details in your inquiry:
- Order Number.
- Name of the Item.
- Reason for return.
3. Cancellations or changes:
In most cases, your orders are automatically processed within 6 hours from the placing time. Therefore, if you must cancel or replace your order, we respectfully request AT LEAST 6 HOURS’ NOTICE. Any cancellations made within 6 hours of the same day placing orders will not be applied any cancellation fee, which means 100% REFUND of the order value will be issued back to you.
You can only change order information (size, color, address) WITHIN 12 hours after you placed your order. We are unable to support you with the request for cancellation or change if you do not give us a notice in the allowed time frame from the purchasing time.
