At Moncelo, we do everything we can to process and deliver your order quickly, reliably and transparently. Below you will find information regarding order processing, shipping and delivery.

1. Order Processing

Orders placed on working days before 16:00 (GMT/BST) are generally processed on the same day. Orders placed after this time will be processed on the next working day.

The processing time is generally 1 to 3 working days (Monday to Friday). During this period, your order is checked, collected, packed and prepared for shipment.

2. Delivery

After dispatch, the estimated delivery time is generally 4 to 6 working days (Monday to Friday).

In most cases, your order will be delivered within 5–9 working days from the order date. Please note that delivery times may vary due to external factors such as public holidays, weather conditions or delays with the courier.

3. Track Your Order

After placing your order, you will receive a confirmation email.

Once your order has been shipped, you will receive a second email containing a tracking number. This allows you to track the status of your delivery until the parcel has been delivered.

The status of your order can also be checked via the “Track Order” page.

4. Shipping Costs

We offer free shipping on all orders within the UK.

The amount displayed during checkout is the total amount you pay. No additional shipping charges or hidden fees will be applied.

5. Cancelling an Order

If you wish to cancel your order, please contact our customer service as soon as possible via info@moncelo.com.

Cancellation is only possible before the processing of your order has started. Once processing has begun, cancellation is no longer possible.

If you decide to return the product after receiving it, you may use our Returns and Refund Policy.

6. Damaged or Incorrect Products

If you have received a damaged or incorrect product, please contact us as soon as possible via info@moncelo.com.

Please include the following in your message:

Order number
Short description of the issue
Clear photos of the received product
Photos of the packaging

After reviewing your report, we will provide an appropriate solution, such as a replacement product or a full refund.

7. Possible Delays

Despite our efforts, delays may occur due to:

High demand or busy ordering periods
Public holidays and non-working days
Adverse weather conditions
Logistical or transport issues beyond our control

If your order has not been delivered within the expected delivery time, we kindly ask you to wait an additional 3 working days. If your parcel has still not arrived after this period, please contact our customer service via info@moncelo.com.

8. Contact

Do you have any questions about these regulations?

Please contact us:

Do you have any questions about these regulations?

Please contact us:

Email: info@moncelo.com
Website: moncelo.com
Address: Willemsbos 208, 2134EJ Hoofddorp
Telephone: +44 7828728076