Returns and exchanges
What is the returns policy?
We offer a 30-day returns policy. If you are not satisfied with your purchase, you can return it within 30 days of receiving your order.
How do I start a return?
Simply contact our customer service team and provide your order number and the items you wish to return. We will then guide you through the entire process.
How long does it take to process a claim for reimbursement?
Once we have received your return parcel, it usually takes 7 working days to process your refund or exchange.
How will I receive my refund?
Refunds are processed using the same payment method that was used when placing the order.
How will I receive my refund?
Refunds are processed using the same payment method that was used when placing the order.
Payments and orders
How can I track my order?
To track your order, go to the ‘Track your order’ page and enter your parcel details.
What payment methods do you accept?
A full list of available payment methods can be found on our page detailing our payment terms.
Do you offer free delivery?
Yes, we always offer free delivery – with no minimum order value.
Can I change the delivery address after placing my order?
If your order has not yet been dispatched, we can change your delivery address. Please contact us as soon as possible.
Account management and customer service
I have a question about my order. How can I contact customer services?
You can contact us by email or via the contact form. We are available from Monday to Friday, 9.00 am to 5.00 pm.
Is my personal data secure?
Yes. We use secure systems to protect your data, and we never share your information without your consent.
If you cannot find the answer to your question in the FAQs section, please get in touch with us. You can email us at info@moncelo.com or use our contact form. Our customer service team will be happy to help you.