FAQ

Frequently Asked Questions (FAQ)

1. Where do you ship?

We currently ship throughout the United Kingdom.
For more information, please see our Shipping Policy.

2. How long does delivery take?

Orders are typically processed within 2–3 business days.
Delivery generally takes 6–12 business days in total.

Please refer to our Shipping Policy for full details.

3. How much does shipping cost?

We offer free UK delivery on orders over £20.
For orders under £20, a flat delivery fee of £3.99 applies.

See our Shipping Policy for complete information.

4. Can I return my order?

Yes. Returns are accepted within 14 days of delivery.

Items must be unworn, unused, and returned in their original packaging with tags attached.

Please review our Return & Refund Policy for full return conditions.

5. How do I start a return?

To request a return, please email us at info@monaira.com with your order number and the item(s) you wish to return.

Further instructions will be provided once your request has been reviewed.
For full details, see our Return & Refund Policy.

6. Who pays for return shipping?

If your item is faulty, damaged, or incorrect, we cover the return shipping costs.

For change-of-mind or size-related returns, return shipping costs are the responsibility of the customer.

Please refer to our Return & Refund Policy for more information.

7. What if I receive a damaged or incorrect item?

Please contact us as soon as possible with clear photos and your order number so we can review the issue and provide a suitable solution.

For more details, see our Return & Refund Policy.

8. Can I cancel my order?

If you wish to cancel your order, please contact us as soon as possible.

Orders are processed quickly, and cancellation may not be possible once processing has started. If your order has already been shipped, you may return it in accordance with our Return & Refund Policy.

9. How can I track my order?

Once your order has been shipped, you will receive a confirmation email with tracking information.
You can also track your order at any time via our Track & Trace page.

10. What payment methods do you accept?

We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, and Shop Pay.

All payments are securely processed in GBP (£).
Please see our Payment Policy for more details.

11. Where is Monaira based?

Monaira is operated by a company registered in the Netherlands.
Our administrative office is located in Amersfoort, Netherlands, and we operate warehouse facilities in London, United Kingdom.

You can find full company details in our Terms & Conditions.

12. How can I contact customer service?

Email: info@monaira.com
Phone: +44 73 1113 2842

Customer service hours:
Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)

We aim to respond within 24 hours.

For more details, please visit our Contact Page.