Shipping & Returns
Every Monvoy piece is handmade to order. We take care with the making, the packaging, and the delivery — so that your order arrives as it should.
Shipping
All orders are despatched within 14 days of purchase. Once your order leaves our studio, you will receive a confirmation email with your FedEx tracking number so you can follow its journey to you.
Monvoy ships worldwide via FedEx. We have chosen FedEx for their reliability, consistent performance, and full end-to-end tracking on every shipment.
Delivery Costs
We offer free worldwide shipping on all orders over £120. For orders below this threshold, a shipping charge is calculated at checkout based on your destination and the weight of your order.
Duties & Import Taxes
All Monvoy orders are shipped on a Delivered Duty Paid (DDP) basis. This means any import duties or taxes are settled by us before your parcel reaches you. There is nothing further to pay on delivery, wherever you are in the world.
Tracking
Your despatch confirmation email will include a FedEx tracking link. If you have not received this, please check your spam folder or contact us. If your tracking has not updated for several days, please get in touch and we will liaise with FedEx on your behalf.
Returns
We want you to be entirely satisfied with your Monvoy purchase. If for any reason you are not, we are happy to accept returns within 30 days of delivery, provided the item is unused and in its original condition and packaging.
Personalised items — including pieces with debossed initials or custom details — are made specifically for you and cannot be returned unless there is a fault.
How to Return
To initiate a return, please visit our Contact page with your order number and reason for return. We will respond within one working day with instructions.
Return shipping costs are the responsibility of the customer unless the item is faulty or was sent incorrectly, in which case Monvoy will arrange collection at no cost to you.
For a standard return (not a fault or late delivery), once your return has been approved you must ship the item back to us within 2 days and reply with the tracking number as proof it's on its way. We recommend using a tracked service for all returns — Monvoy cannot accept responsibility for items lost in transit.
Refunds
Once your return has been received and inspected, your refund will be processed within 5–10 business days. The time taken for funds to appear in your account will depend on your payment provider.
Faulty or Damaged Items
In the unlikely event that your piece arrives damaged or with a manufacturing fault, please contact us within 48 hours with a photograph of the fault. We will arrange a replacement or full refund at no cost to you.
If you have any questions about your order or our policies, Cara — our customer support assistant — is available on our Contact page.