Refund policy

Returns & Refunds

Every Monvoy piece is made to order, and almost all are personalised with a gold foil or blind-embossed monogram specifically for you. Under UK and EU consumer law, personalised and bespoke goods made to a customer's specification are exempt from the standard right to cancel — so personalised pieces cannot be returned for change of mind, sizing, or general preference.

Faulty Items

If your piece arrives faulty, or a fault develops, we will make it right. Please contact us at hello@monvoy.co with photographs showing the issue and a brief description. Once we've reviewed this, if a return is needed we will arrange and cover the cost of return shipping.

Late Delivery

We ship every order via FedEx with full tracking, and our 14-day production and 2–5 day delivery timeline is designed to be dependable. In the rare event that your order arrives after a date that made it unusable for its intended purpose — a gift occasion or travel date, for example — please contact us at hello@monvoy.co with your order number, and we will review this with you.

Non-Personalised Items

If you have purchased a piece without personalisation, you have the right to cancel and return it within 14 days of delivery, in line with UK and EU consumer law. The item must be unworn, unused, and in its original packaging. Return shipping is the customer's responsibility unless the item is faulty. Please contact hello@monvoy.co to arrange your return.

Questions

If you're unsure whether your situation falls under the above, our customer support assistant Cara can help — or write to us directly at hello@monvoy.co. We want you to be glad you found us, and we will always deal with you fairly.