What is your returns policy?

You can, within 14 days of receiving your parcel, return any goods in a saleable condition you are not completely happy with. Please read our Returns Policy for full details. 

Can I make an exchange?

We only replace items if they are defective or damaged and only if you need to exchange it for the same item or an item of equal value. Please read our Returns Policy for full details.


How do I pay for my order?

All payments will be processed in GBP(£) by our payment processing partner WorldPay. We currently accept PayPal as well as online card payments for orders, and can accept various cards for you to pay for your order, including MasterCard, Visa, American Express, Maestro (previously Switch), Visa Electron and Visa Delta. We will only take the payment from your account when we despatch your order. Please ensure that the billing address entered on your order matches the address the payment card is registered to. Please note we do not currently accept payments through cheques or over the phone.


Can I have a different billing address to my delivery address?

Yes, the billing and shipping addresses can be different, however please ensure that both addresses are from one of our deliverable countries. Unfortunately, due to security reasons we cannot currently accept orders with a card registered to a billing address outside the deliverable countries.


What security checks are in place to make sure my purchase is valid?

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not for any reason authorise payment then we will not be able to accept your order.


How do you keep my personal information secure?

We take your privacy and security very seriously. We work hard to make sure that we only use your information in the ways that you want us to. When you shop at our website we protect your payment details so that all your information is encrypted before it is sent over the internet. Please read our Privacy Policy for further details.


How safe is shopping on www.monicamoira.com?

We realise how important it is to securely store any information that you provide. Monica Moira maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.


Can I make changes to my order?

No, unfortunately, as we start to process your order as soon as we receive it, we cannot cancel or change your order. If you change your mind after we accept your order, you may return any goods to us for a full refund. We will refund the price paid for the item back onto the card used, on receipt of the returned goods within 14 days.


What happens if I notice that my personal details are incorrect after I have completed the ordering process?

If you realise your personal details are incorrect once you have completed the ordering process, please get in touch with our Customer Service Team by visiting our Contact Us page (please be aware that all of our e-mails are conducted in English). We cannot guarantee that we will be able to rectify the issue; however, we can assure you that we will do all we can to amend your order.


What happens if an item on my order is not available?

If an item you have ordered is unavailable when we come to pick and despatch it, you will be contacted by our Customer Service Team by e-mail.


How do I know if you have received my order?

When you place an order you will receive an e-mail from us acknowledging your order, which will contain your order number for reference. This information will also be available on your Monica Moira account. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been successful. When your goods have been picked and despatched to you, your card will be charged and we will send you an order despatch email including details of the parcel tracking information if available.


What items can I order for delivery outside the UK?

Unfortunately, due to import restrictions on certain products there may be some items which we are unable to ship to your destination. Should this be the case you will be notified at the ‘shopping bag’ page and asked to remove this item so you can continue with the rest of your order. Monica Moira cannot offer any assistance with this process. We apologise for any inconvenience this may cause you.