FAQ

Frequently Asked Questions

Shipping & Delivery

Is delivery free?
Yes. Delivery is free on every order within the United Kingdom, with no minimum spend.

Do you ship outside the UK?
No. We currently deliver to addresses in the United Kingdom only. We do not deliver to PO Box or BFPO addresses.

How long will my order take?
Orders placed before 5:00 PM (UK time) on a business day start processing the same day. Handling takes 1–4 business days and delivery takes 6–12 business days after dispatch, so most orders arrive within 7–16 business days. See our Shipping Policy for full details.

How can I track my order?
As soon as your order is dispatched we email you a tracking number. You can also use our Track Your Order page at any time.

The estimated delivery date has passed. What should I do?
Please allow two extra business days and check your tracking link. If your parcel still has not arrived, email support@moncere.com with your order number and we will chase it with the carrier. If a parcel is confirmed lost, we will send a replacement or give you a full refund.

Returns & Refunds

What is your returns policy?
You have 30 days from the day you receive your order to start a return. Items must be unworn and unused, with tags attached and in their original packaging. See our Refund Policy for full details.

How do I start a return?
Email support@moncere.com with your order number and the reason for the return. Once approved, we will send you the return address and instructions. Please do not post items back without contacting us first.

What if my item arrives damaged or I receive the wrong item?
Contact us within 48 hours of delivery with your order number and clear photos. We will arrange a replacement or a full refund, and we cover the return postage.

How long do refunds take?
Once your return has been received and checked, approved refunds are issued to your original payment method within 10 business days. Your bank may take a few extra days to show it.

Do you charge a restocking fee?
No, we never charge restocking fees.

Orders & Payment

Which payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. All prices are in pounds sterling (GBP).

Is it safe to pay on your website?
Yes. Payments are handled by secure, PCI DSS compliant payment providers over an encrypted connection. We never see or store your full card details.

Can I change or cancel my order?
Email us as soon as possible. If your order has not been dispatched we will update or cancel it for you. If it has already been dispatched, you can return it under our Refund Policy.

Contact

How do I contact customer service?
Email support@moncere.com or call +44 7882 521911, Monday to Friday, 11:00 AM – 7:00 PM (UK time). We reply to every email within 24 hours on weekdays.