FAQ's

Most popular questions

Where is my order?

Once you’ve placed your order, you’ll receive a confirmation email to let you know we’ve got it. Our dedicated warehouse team will then get to work, carefully packing your items and sending them on their way to you.
As soon as your order is dispatched, we’ll send you an email with a tracking link so you can follow your order’s journey to your doorstep. Keep in mind that delivery dates are estimated—sometimes your order may arrive a little earlier or a bit later than expected, but rest assured, delays are rare and we’re here to help if needed.
If your tracking information hasn’t updated in three days, don’t worry! Just contact us and we’ll be happy to help track it down.
Thank you for supporting Monrelle —we’re thrilled to be part of your fashion journey!

Where is my refund?

Once you’ve posted your return, it can take a few days for the parcel to arrive at our warehouse. From the date your return arrives at our warehouse, please allow up to 14 days for us to process your refund. You’ll receive an email once your return has been received, and another email to confirm when your refund has been processed. Please note, it can take 3-5 working days for the refund to appear in your account after we’ve processed it.

We kindly ask that you only contact us if you haven’t received your refund within 5 working days after receiving the email confirming your refund is being processed. This helps us focus on processing refunds quickly for everyone.

What can't I return?

We are unable to accept the return of jewellery, fragrance, bath & body products for hygiene reasons. If you'd like to return swimwear, please ensure the protective sanitary strip is still intact otherwise we will be unable to issue a refund

Online purchases cannot be returned in-store, as our stores currently operate on a separate inventory and returns system from our online platform. 

Why is there an item missing from my order?

We strive to ensure that every order is perfect, but we know that sometimes things can go wrong—though rest assured, this is very rare. If you find that an item is missing from your order, we’re here to support you.
Possible Reasons for Missing Items:
• Out of Stock at the Time of Order: The most common reason for a missing item is that it was out of stock when your order was placed. If this happens, you will have automatically been refunded for the out-of-stock item. Check your email for a notification of the refund, which should have been processed at the time of your order. Please allow 3-5 working days for the refund to appear in your account.
• Separate Shipments: Please note that fragrances are shipped separately due to their handling requirements. If you’ve ordered a fragrance, it might arrive in a different parcel. In some cases, other items in your order may also be shipped separately depending on order size and specific packing requirements. 
What to Do Next:
• Check Your Email and Order Details: Before contacting us, please double-check your order confirmation and any follow-up emails for details on your order status. This can help clarify if an item was out of stock or shipped separately.
If you’ve checked your emails and are still unsure why an item is missing, or if you haven’t received your refund, please don’t hesitate to reach out to our lovely customer service team—they’re always here to help!
Thank you for your understanding and for shopping with Monrelle

Orders

How can I pay for my order?

We accept the following payment methods in the UK: Visa, Visa Debit, MasterCard, Apple Pay, Google Pay. We also accept PayPal and Klarna.
For international customers local payment providers are available at checkout.

How do I know you've received my order?

As soon as you have completed your purchase, you will see confirmation message with your order number. You will also recieve a confirmation email. Once your order has been processed by the warehouse, you will recieve another email to let you know that your order has been dispatched and is on its way to you.

How do I know when my order is on its way?

Once your order is dispatched from our warehouse, you will receive an email with a tracking link. Please know that delivery dates are just estimates and your order may arrive sooner or later than the given dates.

Can I make changes to my order?

Unfortunately we're unable to amend orders placed at this time. 

My order has arrived damaged or faulty

If your order is damaged or faulty, please contact Customer Services on our contact us page with your order number and they will advise further. If the item is faulty we may ask you to provide pictures of the item.

I ordered online and received the wrong item(s)

If you have received incorrect items, please contact our customer services team.

An item is missing from my order

If an item is missing from your order it is likely that it was out of stock at the time the order was placed. If this is the case, then you will have automatically been refunded. Please note fragrances are shipped separately.

How safe is it to order online?

We take security very seriously, which is why we are committed to ensuring your information is safe and secure. We have robust security systems and procedures in place to ensure we safeguard information we collect online.

Deliveries

How much does UK delivery cost?

FREE UK Royal Mail standard delivery on all orders when you spend £100 and over, or £5

UK Next Working Day £7.95

UK Saturday Delivery £9.95

UK Next Working Day AM Delivery £9.95