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FAQs

 Delivery

Can I track my order?

Tracking is available for all delivery services. You'll receive a confirmation email once your order is on its way to you, with a tracking link for your parcel so you can follow its journey.

My order has not been delivered. What can I do?

If your estimated delivery date has passed and you haven't received your order, just click here so our Customer Services team can help you. The fastest option is to email on onlinecustomerservices@monsoon.co.uk

I am missing an item from my order. What should I do?

We're sorry to hear you are missing an item from your order. Please contact our Customer Services team who will be happy to help you. The fastest option is to email on onlinecustomerservices@monsoon.co.uk

Do you offer an Express Delivery service?

We offer express delivery to most countries. Please click here for more information.

Can I have an item from the website delivered to my local store?

We currently don't offer a Click and Collect service to our International stores. This is only available in the UK.

Do you deliver to PO Box and BFPO addresses?

Unfortunately we are not currently able to deliver to BFPO addresses and we have a few restrictions for PO Box Delivery.

No orders for Norway or Switzerland can be delivered to a PO Box at this time.

Express deliveries can only be made to PO Boxes in the following countries where you will be contacted once your order arrives in the country for further delivery arrangements to be made:

  • Bahrain
  • Jordan
  • Kuwait
  • Oman
  • Qatar
  • Saudi Arabia
  • United Arab Emirates
Where do you Deliver Internationally?

Please click here for a full list of our International Delivery destinations.

 Placing an order

Can I cancel or amend an order once it has been placed?

We are unable to cancel or amend orders once they have been placed. This includes changes to your Delivery address. Please ensure you review all information carefully as you proceed through our checkout. However, you can return any unwanted product to us. For details of our refund policy, please click here.

There are some items I would like to buy on the website, but they are not showing on my completed order. Why is this?

Unfortunately, there are some items that we can not deliver to certain countries due to customs, legal, regulatory and practical restrictions. Please note that we cannot deliver any Homeware or Fragrance internationally. Any other restrictions for Delivery are noted on the product page and will be highlighted during the checkout process.

All customers outside of the UK are responsible for checking with the local customs authorities before placing an order for international Delivery. This is due to some countries having import restrictions on certain products and materials which may cause the order to be held up in customs.

Do you offer a gift wrapping service?

Unfortunately, we do not have the facilities to gift wrap or include a gift message with any of our orders. Please note, all orders will be sent with a despatch note inside the parcel. This needs to be included in the parcel as it is your proof of purchase.

 Refunds and Returns

What is your refund policy for items purchased from the website?

Monsoon Accessorize is happy to offer a refund or exchange on any perfect merchandise returned within 28 days (14 days for Sale items) with the despatch note, except for pierced products, hosiery, confectionery and cosmetic products.

Please use the free returns label found in your parcel to return the items back to our warehouse in the UK.

For more information, please click here to see our return policy and some restrictions on store returns.

If I return an item to you, is my postage refunded?

The initial postage and packaging charge is only refundable for faulty goods, goods not as described, incorrect orders or orders cancelled within 14 days, either when returning the goods in-store or by contacting our Website Customer Services department in writing, in line with the Distance Selling Regulation act.

My payment card has changed/expired. How will I receive my refund?

Monsoon Accessorize is required to process all refunds to the original payment method applied when you placed your order. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.

How can I exchange an item purchased on the website?

Regrettably, we cannot currently exchange items at our warehouse in the UK. Pierced products, hosiery, confectionery and cosmetic products cannot be returned for hygiene reasons.

Can I return earrings, hosiery, cosmetics or confectionary

Unfortunately, we cannot accept returns of these items due to hygiene reasons.

One of my items has been cancelled? Why did this happen?

Items can be cancelled if there was an issue with locating stock or we could not process your payment details. No money will be taken for these items but if you have any questions please contact our customer services team, the fastest option is to email on onlinecustomerservices@monsoon.co.uk.

 Payment

What is 'Verified by Visa' or 'MasterCard Secure code' and do I have to sign up for it?

In order to place an order on the website, your card may need to be registered for one of the above. For further information please visit our security page or, alternatively, please contact your card provider.

How can I pay on the Monsoon Accessorize website?

We are happy to offer our customers local payment options available for their country.

We do not accept:
  • Cheques or postal orders
  • Eurocheques
  • Cash in any currency
  • Book tokens
  • Purchase orders
  • International wire transfers
  • Direct debit
I am a customer located outside of the UK. Will I need to pay any custom fees when receiving my order?

Customs fees vary from country to country, for most, we offer you the option to prepay any applicable custom's charges at checkout when you select an express delivery option. Unfortunately we are unable to offer this option on standard delivery for the majority of markets. If you have any queries on what custom's charges may be applicable to your order, please contact our customer services team, the fastest option is to email onlinecustomerservices@monsoon.co.uk

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