RETURNS AND REFUNDS

If an item do not satisfy you, is possible to return it for free within 14 days from the moment it was delivered to you.

The items must be returned intact and in the same conditions as they were received, provided with the tags indicating the bar code and any other seal that is part of the product.

1. Return instructions

    • If you are a registered customer, you can request a return directly from the My Orders page, in your MONNALISA account. Click on "Request a return", indicating the item(s) you wish to return, the quantity and the reason. Then, select "Proceed".

    • If you purchased as a guest, you can make the return request directly from the Track Order page. Click on "Request a return", indicating the item(s) you wish to return, the quantity and the reason. Then, select "Proceed".

    • If you make the return from a country outside the European Union, at the following link the proforma return invoice is available. Please fill it, sign it and deliver it to the carrier. Furthermore, the original invoice which can be downloaded within the reference order, must be inserted inside the package.

    • Once the procedure is completed, Monnalisa will send you a confirmation by e-mail, containing the Return Authorization Numbe, the shipping label and the instructions to follow to return the goods.

    • Prepare the package that will contain the return by attaching the return label received, on the original box (or on another one that is equally robust) in order to cover the previouse label.

    • Book the withdrawal by contacting the UPS courier by phone, via website or by visiting one of the UPS collection points, specifying that you already have a prepaid return label.

The withdrawal period expires after 14 days from the moment the Customer or a third party other than the carrier and the designated customer acquires physical possession of the goods.

The cost of transport by courier indicated by Monnalisa will be FREE. If the return is made using a different courier, all costs will be a the customer’s charge.

Monnalisa reserves the right to decline returns sent by couriers other than those indicated in the email with return instructions if the delivery contains additional costs or requires collection from a collection point of the courier.

Monnalisa also reserves the right to decline unauthorized returns or those that do not comply with all the conditions set forth.

IMPORTANT: If the order was delivered in a country outside the European Union, any customs fees and taxes that the courier may require, and Monnalisa will have to anticipate, will not be reimbursed, but will be deducted from the credit or refund.

Remember: if you do not use the return label, MONNALISA cannot be held responsible for any theft or loss.


2. It is possible to make a change?

Please be informed that the purchased products cannot be replaced and, therefore, if you wish to change an item, you can make a return according to the terms described in our Return Policy and then proceed with a new order.


3. Where is my return?

It is possible to trace the status of a return from the moment it is delivered to the courier. The tracking number is provided on the return label you used to return the package.


4. Refund

After receiving your return, we will verify the integrity of the items before accepting them. This check can take about 3 to 5 working days after delivery.

The refund method will follow the one used for the purchase:

• PAYMENTS BY CREDIT CARD: the refund will be made on the same credit card used for the purchase; the time required to receive the refund amount depends on your Banking Institute, and can take up to 10 working days

• PAYPAL PAYMENTS: the reimbursement will be visible in your Paypal account within 48 hours from the reimbursement confirmation e-mail;

• PAYMENT BY BANK TRANSFER OR CASH ON DELIVERY: the refund will be made by payment or transfer to a bank or giro account indicated by you; the term required for reception depends on your Institute.

The refund will be issued in the same currency as the original purchase. Any differences in the amount due to exchange rate fluctuations cannot be reimbursed.

In case of free shipping, the refund amount will correspond to the returned products. If any costs have been sustained according to the type of shipment or the cash on delivery option, this amount will not be included in the refund.


5. General information

The refund will be completed within 14 working days from the moment the return process starts at the warehouse and the notification by e-mail arrives. In case of canceled orders before shipment, the refund will be made within 3 working days from the acceptance of the request.

Please return the item in its original condition: if your return does not meet these conditions, we will not be able to proceed with the refund and the item will be returned to you. If you make a return for an item that has a defect, you will also be reimbursed for the shipping costs.

You can make a return and get a refund, for a damaged product or do not comply with the order, and for items that do not meet your needs, regardless of their quality (for example: wrong size).

Any existing credit must be used within a year for a purchase or sending the bank details so that Monnalisa may proceed with the refund

Are excluded from returns: stockings and tights.

The garments must not have been worn, washed, altered or with any signs of use. The soles of the shoes must be in perfect condition and show no signs of any kind.

Each item must be returned with all labels and tags attached, and included of all original packaging and accessories (dust bags, hangers, garment covers etc.) received with the order.

All footwear and accessories must be returned along with their original box, which is considered to all means an integral part of the product itself and which must not have been in any way damaged and / or altered, nor used as a single external packaging.

Swimsuits (bikinis, briefs, etc.) must be tried on your own underwear. Returns will be declined and returned to the customer if the items show signs of use.

The products must be returned in the original packaging with the original accessories, components and illustrative materials. They must also be packaged appropriately, in the same way as they were received.

Returns must be sent inside the MONNALISA box, which must be well sealed with adhesive tape. In the absence of our box, another package suitable for shipping items may be used.

In the event that the customer receives defective goods, or that an error occur in a shipment by MONNALISA, the customer is invited to immediately contact customercare@monnalisa.com.

MONNALISA reserves the right to request photographic evidence before authorizing returns for defective goods and incur the shipping costs for the return of the goods.

Returns authorized by MONNALISA must be sent from the same country in which the original order was delivered.

MONNALISA also reserves the right to reject unauthorized returns or those that do not comply with all the conditions set forth.

In these cases the goods will be returned to the sender at the original shipping address.

Any acceptance of these returns, however, will involve a charge equal to 10% of the value of the returned goods.

Our Customer Service is always available to answer any questions regarding orders, returns and refunds. Send us an e-mail with your doubts or questions: we will be happy to help you.