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SHIPPING
Orders are shipped by our fulfilment partner based in Surrey, B.C. Canada. We aim to pack and ship within two business days of receiving your order. We process orders Sunday to Thursday. We reserve the right to refuse orders or negotiate delivery fees.
US SHIPPING
USA shipping is FREE on all orders over $150 using standard ground shipping, the courier service we use depends on your location and size of order.
$10 charge for orders up to $149.99.
For Pro Deal orders, we charge a $10.00 flat fee.
COURIER PROVIDERS
UPS Ground : 2 - 6 working days
Please note that these are estimated delivery times. Hold ups do occur from time to time for example due to weather conditions, world events or local custom procedures. On occasion we may use a different service.
PO BOX OR APO/FPO
PO Box or APO/ FPO address or any address outside the US can be delivered to using US Postal Ground shipment, please contact us to arrange if you have specific courier requirements.
NEXT DAY/SATURDAY DELIVERY
Is not possible, sorry! If you are in a rush for your order please contact us first.
TRACKING ORDERS
You can track your order. You will receive an email confirming shipment of your order. This will include your tracking number/link to a tracking service. If you checked out as a guest but would now like to access the account area, please email us to request.
LOST PARCEL
If goods are lost or damaged in transit, please contact us within 7 business days via our help centre. If the parcel is not able to be located, we will offer you the choice of a replacement or a full refund once we have received confirmation from our carriers that delivery was not successful.
CUSTOMS DUTY OR TAX
Duties and taxes are included in the price, there is nothing more to pay other than the product and freight if any.
Please be advised that if your item does not arrive in the expected time please contact us via our help centre and we will trace the items and follow up with the postal service.
BILLING
Mons Royale Ltd is a New Zealand registered company and operates us.monsroyale.com, all orders are dispatched from our logistics facility in Washington.
Billing is completed in USD. The biller on your statement will be Mons Royale Limited.
Refunds can only be issued via your original payment method or alternatively for a store credit. All refunds are transacted in the USD dollars for the USD amount originally paid.
ORDER CONFIRMATION
Once you’ve completed your order online you will receive an order confirmation e-mail. If you don’t receive an order confirmation e-mail from us, first check your junk folder in case our emails are buried in there. If you still haven’t heard from us, let us know by getting in touch here.
CANCEL ORDER
Get in touch with us immediately via our help centre; we can cancel your order if it is not dispatched. However, if your order is dispatched, we can arrange a return if the items met all the returns requirements.
If you're not completely happy with your purchase, we'll do whatever we can to make it better!
If you are not satisfied with the fit, style or color, please do not hesitate to return the product for any other item available on our online store. You can also request a voucher for our online store, or request a refund. Please note, no refunds or exchanges are offered on underwear, bras or bike liners.
On sale items, due to the low prices offered and short supply of stock, exchanges may not be possible. But we’ll cross that bridge if we come to it!
At busy times of the year, returns processing can take up to 10 days. Once your return has been processed, we'll be in touch!
RETURNS AND EXCHANGE PROCES
The first step is to contact us explaining what you would like to return, and if an exchange, refund, or voucher is preferred. To do this, please contact us via our help centre.
We strongly recommend using a tracked postal service with insurance as lost product is your responsibility.
Items must be un-worn and un-damaged, returned complete with original labels and packaging. We reserve the right to reject any item that does not meet these requirements. Due to hygiene reasons, we are unable to refund or exchange underwear, bras or bike liners.
Returns must be received within 28 days of the date you placed your order.
Please note that returns processing can take between 2-10 business days. Once your return has been processed, we will be in touch to confirm any details and to let you know what we’ve actioned.
Please note that return shipping charges are the responsibility of the customer, except in cases where we have made a shipping error or there is a warranty issue.
Refunds can only be issued via your original payment method or alternatively for a voucher to use on our online store.
We reserve the right to limit returns or to charge a re-stocking fee or to refuse return if the above conditions are not met.
RECEIVED INCORRECT PRODUCT
If we have made a shipping error, please contact us immediately so we can rectify this issue for you. All freight costs will be on us.
WARRANTY POLICY
If you are not 100% satisfied with the performance of your Mons Royale product, please do not hesitate to contact us to discuss the issue.
Mons Royale will replace your product within 12 months of the purchase date if the item has been damaged due to a fabric, stitching or manufacturing defect.
Warranties will be accepted or declined after evaluation. If your warranty is accepted, you will be offered a replacement item if available, a store credit or a refund. Of course, we will discuss the actions with you.
Warranty is not accepted:
WARRANTY PROCESS
If your garment was not purchased through the Mons Royale website, please return these items to the retail outlet where they were originally purchased to discuss a warranty issue. However, if this store is on the other side of the country, please just get in touch with evidence of your purchase and we’ll do our best to accommodate your needs.
To start a warranty claim, please go to our help centre, follow the prompts and be sure to include:
If we require an item to be returned for inspection, we will provide you with a shipping label to get the product back to us.
Once we receive the product, we will inspect and evaluate the issue you have advised. We reserve the right to refuse any warranty and will contact you with an outcome.
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