Refund & Returns Policy

Returning an unwanted item

We hope you love your purchase, however if you wish to return your item, you are able to request a refund within 14 days of receiving your order. All you need to do is contact customercare@monkaara.com to request your refund, ensuring you include your order number, delivery address and reasoning for return. 

After requesting your refund, you will receive a confirmation with an address to send the refund back to. You will have a further 14 days to send your item back to us, ensuring that it is still in the same condition and same packaging you received it. Once your item is returned to us and passes our inspection, you will be issued with your refund. 

You will need to cover the cost of returning an item back to us. It is recommended send your item back using a tracking method in case your return gets lost in transit. Postal companies can sometimes mishandle items therefore please ensure you package your items carefully and obtain a receipt when sending back.

Unfortunately, we are unable to provide you with a refund unless the item is received on our end.

If items are returned back to us damaged due to not packaging the item(s) properly, you will only receive 50% of your refund. 

Non-Refundable items

All earrings are non-refundable due to hygiene reasons regardless of if the package has been opened or not.

Requests for a refund will not be accepted if submitted after the 14-day post-delivery period is up.

We do not accept refunds on sale items.

Shipping costs are non-refundable.  

Cancelling an order

If you have made an order and wish to cancel, please notify customercare@monkaara.com within 24 hours and we will cancel your order and issue a full refund. If you wish to cancel your order after this time period, please let us know and we will try to cancel your order if your order has not yet been dispatched. We will be unable to cancel your order if your order has already been dispatched. If you have ordered earrings, these cannot be refunded/cancelled if they have already been dispatched.

Exchanging an item

You are able to request an exchange an item of the same value. All you need to do is contact our customer care email and advise us of which item you wish to exchange, and what item you would like instead. If a product is purchased using a discount code, we will honour that discount if exchanging for the same item but a different colour.

Please note, earrings are not eligible for exchanges.

Faulty, incorrect and missing items

All our pieces are quality checked and packaged with care before dispatch, however items may be damaged during transit and delivery. If you receive a faulty item, you should email our customer care email within 48 hours of receiving your order, providing photos of your package/item. We will then inspect the photos, and if satisfied, you will be sent a replacement at no extra cost. If the replacement item is out of stock, you will automatically be refunded.

All our items are packed with care and quality checked before dispatch, however if you receive the wrong order, you will need notify us within 48 hours of receiving your order and send a photo of what you have received. You will receive a pre-paid label to send the incorrect item back to us, and once received, we will send the correct item at no extra cost.

If any items are missing from your order, you will need to notify us within 24 hours. If the product missing is no longer in stock, you will receive a full refund, including cost of delivery.

Refund processing times

Refunds usually take up to 10 business days to be processed after receipt of return. You will be notified by email when your refund has been processed. If you have not received confirmation after 10 business days, please email customercare@monkaara.com

Please allow 5-10 working days for your refund to reach your original payment method, post confirmation of your return being processed.