FAQs

Christmas Return Policy

During our Christmas period, our 28 day standard returns policy is extended, purchases made from 1st November 2013 can be refunded in store or returned to our warehouse up until 22nd January 2014. Our other Refund Terms and Conditions still apply.

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Delivery

Can I track my order?

Only Express delivery includes tracking. You will receive an email with your tracking link once your items have been dispatched. If you have any concerns regarding your order, our Customer Service team will be able to help you. Please CLICK HERE for our contact details.

My order has not been delivered. What can I do?

If you have any concerns regarding your order, our Customer Service team will be able to help you. Please CLICK HERE for our contact details.

I am missing an item from my order. What should I do?

Sorry about this! If you have an item missing from your parcel, please contact our Website Customer Services team ( CLICK HERE for more details).

Do you offer an Express Delivery service?

We currently offer an Express Delivery service via FedEx. Please CLICK HERE for more information.

Can I have an item from the website delivered to my local store?

We don’t currently offer a Click and Collect service to stores (only in the UK).

Do you deliver to PO Box addresses?

Unfortunately, we are currently unable to deliver items to PO Box addresses.

Do you deliver internationally?

We are pleased to confirm that we currently ship to several countries outside of the UK and Republic of Ireland. Please CLICK HERE for more information.

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Placing an Order

I would like to place an order on the website and it is asking me for a postcode, but I do not have one. Can I still place an order?

On entering your billing and Delivery address details, there will be an option which states ‘Do not know my postcode’. Please click this and it will allow you to continue with the checkout process.

If you are ordering from the USA, please note that you will need a valid State and Zip code.

Can I cancel or amend an order once it has been placed?

We are unable to cancel or amend orders once they have been placed. This includes changes to your Delivery address. Please ensure you review all information carefully as you proceed through our checkout. However, you can return any unwanted product to us. For details of our refund policy, please CLICK HERE.

There is an item that I would like to buy on the website, but there is no ‘add to my bag icon’ or it states product unavailable to view. Why is this?

Unfortunately, this item is now out of stock on our website and will be removed shortly.

There are some items I would like to buy on the website, but they are not showing on my completed order. Why is this?

Unfortunately, there are some items that we can not deliver to certain countries due to customs, legal, regulatory and practical restrictions. Please note that we cannot deliver any Homeware or Fragrance internationally. Any other restrictions for Delivery are noted on the product page and will be highlighted during the checkout process.

All customers outside of the UK are responsible for checking with the local customs authorities before placing an order for international Delivery. This is due to some countries having import restrictions on certain products and materials which may cause the order to be held up in customs.

Do you offer a gift wrapping service?

Unfortunately, we do not have the facilities to gift wrap or include a gift message with any of our orders. Please note, all orders will be sent with a despatch note inside the parcel. This needs to be included in the parcel as it is your proof of purchase.

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Refunds and Returns

What is your refund policy for items purchased from the website?

Monsoon Accessorize is happy to offer a refund or exchange on any perfect merchandise returned within 28 days (14 days for Sale items) with the despatch note, except for pierced products, hosiery, confectionery and cosmetic products.

Please use the free returns label found in your parcel to return the items back to our warehouse in the UK.

For more information, please CLICK HERE to see our return policy and some restrictions on store returns.

If I return an item to you, is my postage refunded?

The initial postage and packaging charge is only refundable for faulty goods, goods not as described, incorrect orders or orders cancelled within 7 days, either when returning the goods in-store or by contacting our Website Customer Services department in writing, in line with the Distance Selling Regulation act.

My payment card has changed/expired. How will I receive my refund?

Monsoon Accessorize is required to process all refunds to the original payment method applied when you placed your order. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.

How can I exchange an item purchased on the website?

Regrettably, we cannot currently exchange items at our warehouse in the UK. Pierced products, hosiery, confectionery and cosmetic products cannot be returned for hygiene reasons.

Can I return earrings, hosiery, cosmetics or confectionary

Unfortunately, we cannot accept returns of these items due to hygiene reasons.

Can I return a website exclusive item to my local store?

Please use the returns label found in your parcel to return the items back to our warehouse in the UK.

One of my items has been cancelled? Why did this happen?

Items can be cancelled if there was an issue with locating stock or we could not process your payment details. No money will be taken for these items.

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Payment

What is ‘Verified by Visa’ or ‘MasterCard Secure code’ and do I have to sign up for it?

In order to place an order on the website, your card may need to be registered for one of the above. For further information please visit our security page or, alternatively, please contact your card provider.

How can I pay on the Monsoon Accessorize website?

You can pay by:

  • Credit card: We accept Visa, Delta, Visa Electron, MasterCard and American Express credit cards.
  • Debit card: We accept Visa, Delta, Visa Electron, MasterCard and American Express debit cards. 
  • PayPal

We do  not accept:

  • Cheques or postal orders
  • Eurocheques
  • Cash in any currency
  • Book tokens
  • Purchase orders
  • International wire transfers
  • Direct debit

What is your exchange rate?

Our prices are shown in Pounds Sterling, Euros, US Dollars, Danish Kroner and Russian Rubles. If you are purchasing from a county with a currency other than these and you’re using an internationally registered credit or debit card, your card provider will apply the exchange rate when your card is charged. Please be advised that your card provider may add an additional processing charge or administration charge which international card holders are liable to pay.

I am a customer located outside of the UK. Can I claim my VAT back?

Unfortunately, we do not have the facility to process VAT refunds for online purchases. All prices advertised on our website are inclusive of UK VAT, where applicable.

I am a customer located outside of the UK. Will I need to pay any custom fees when receiving my order?

All products are sold on a delivery duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to, on or after Delivery. Additional taxes, fees or levies may apply according to local legislation and we recommend that customers check these details before placing any orders for international Delivery. Monsoon Accessorize can not be held responsible for this.

 

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STATEMENT ON ANGORA WOOL

Monsoon Accessorize is committed to ensuring high ethical standards across its global supply chain. This includes a commitment to promoting animal welfare and zero tolerance for animal cruelty.

Following concerns raised by customers about the treatment of angora rabbits, we are conducting additional audits of farms used by our suppliers. While our investigations have not found any evidence of live plucking or tethering, as a precautionary measure, we will not place any further angora orders until our investigations are complete.

Beyond our existing stock and orders, we will only continue to sell angora if we are completely satisfied that high animal welfare standards have been met.

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