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Customer Service

Returns & Exchanges

To us, no order is complete until you are totally satisfied; so don’t worry if you change your mind. You have 14 days to return anything that isn’t quite right, and it's completely free of charge.We’ll give you a refund within 14 days from registering your return. All we ask is that items are returned clean, unworn and have all of their tags on so that we can sell them again. For hygiene reasons, underwear, swimwear, bodies and pierced jewellery cannot be returned. However, faulty goods can - and should - of course be returned regardless, so that you can be completely satisfied with your Monki online experience!

Unfortunately, items bought online cannot be refunded or exchanged in any of our stores. For payments funded with a bank account or PayPal balance, the refund is credited to the PayPal account and will show on your Paypal statement after 3 working days. Payments funded by a credit or debit card will be refunded to that card, and for payments funded with both a card and another funding source, the card portion will be refunded to the card and the remainder to the PayPal account.

For returns paid by invoice, the amount that you have returned will be credited for the product/s, as soon as them.  BFS finance GmbH will not send you a new invoice with corrected amount, you will have to adjust the amount yourself and pay the remaining amount due for the invoice.  If the invoice is already paid in full, BFS finance GmbH will contact you for repayment within 14 days from registering your return. If you wish to speed up the process, you may contact BFS finance GmbH with payment details.

We will refund your purchase in € (Euro), and we always use the most up-to-date exchange rate. Please note that depending on your bank’s currency conversion rate, a difference from the original charged sum may occur when your bank refunds your account.

If any item you return, that is not a faulty goods, doesn’t pass our quality check because it is not in a condition suitable for resale (for example, if it is used, washed, soiled or damaged), it will not be refunded and we will send it back to your delivery address at your expense.

 

How to return or exchange items

 

If you would like to return or exchange an item you have bought, fill in the item number(s) and return code on the return slip included on your package. If you want to exchange for a different size or colour, enter those details too. Remember to include the note with the package you are returning! If possible, please help us save on waste by reusing the clear plastic bag and original outer packaging. Tape securely and attach the pre-printed return address label to the parcel. To have your package collected, telephone the courier directly or call the Monki Customer Service team on 01802 5599 11, who will be happy to arrange a convenient date for the package to be collected. Please note that our customer service is English speaking, local call charges apply and rates may vary. To get proof of postage, please ask for a signature on the returns label. Return postage is free. If you have any questions, don’t be shy-call our friendly customer service people!