Return and Refund Policy

Last updated: 7 November 2026

If an item is not right, this page sets out what you can do, what it costs you and how long it takes.

Two separate rights apply here and they do not replace each other. The first is your statutory right of withdrawal, which you hold by law. The second is our own return window, which we offer on top of it. Use whichever suits you.

Your statutory right of withdrawal

You may withdraw from the contract within 14 days without giving any reason.

The period runs for 14 days from the day on which you, or a person you have named who is not the carrier, take physical possession of the goods. Where an order arrives in separate parts, it runs from the day you receive the last part.

To use the right, tell us clearly before the period expires. Email info@monique-graceboutique.com with your order number, or use the model form at the end of this policy. The form is one way of doing it and is not required. Sending your message before the deadline is enough; it does not have to reach us by then. We confirm receipt by email the same working day.

After you withdraw:

•           We refund every payment we received from you, including the standard delivery charge, without undue delay and within 14 days of being informed. Where you chose a delivery method more expensive than our standard one, we refund the standard cost.

•           We refund to the payment method you used unless you agree otherwise, and the refund never costs you a fee. The CAD $20 processing fee that applies to returns under our own window does not apply here.

•           We may wait to refund you until the goods have reached us, or until you have sent proof that you dispatched them, whichever comes first.

•           You send the goods back without undue delay and within 14 days of telling us you are withdrawing.

•           You bear the direct cost of returning them, which is the return shipping cost charged by the carrier you choose.

•           You are liable only for a reduction in value caused by handling beyond what was needed to establish the nature, characteristics and functioning of the goods. Unpacking and inspecting an item is such handling. Using it or washing it is not.

The right of withdrawal does not apply to goods made to your specification or clearly personalised, to sealed goods unsuitable for return for reasons of health protection or hygiene once the seal is broken, to goods that spoil quickly, to sealed audio, video or software once the seal is broken, or to digital content supplied other than on a physical medium where you asked us to begin supply during the withdrawal period and acknowledged losing the right. Where an exclusion applies to a product, we state it on that product’s page before you order. If we have not stated it, the right applies.

Our own return window

On top of the statutory right, we accept returns for 30 days from the delivery date. No reason is required. This is our own commitment and we treat it as binding.

To be eligible, the item must be unused and unwashed, in original condition, with tags and packaging intact, and your order number must be included so that we can match your parcel to your order.

To start a return, email info@monique-graceboutique.com with your order number and the reason. We reply within one working day with a return authorisation, the return address and instructions. Send the item to the address in your return authorisation using a service with track and trace.

Request the authorisation before you post anything. An item that arrives without one cannot be matched to an order, which delays your refund.

Return shipping

The cost of returning an item to us is yours, except where the item was faulty, damaged or not what you ordered.

For returns under our own 30-day window, a processing fee of CAD $20 is deducted from your refund. This fee does not apply to a withdrawal under your statutory right, or to an item that was faulty, damaged or not what you ordered.

Approved returns are sent to our fulfilment centre in China. The cost you bear therefore includes any customs clearance charge on the inbound return, and you are responsible for completing the customs documentation correctly. We cannot take responsibility for a return that is delayed, refused or lost because of unpaid charges, missing documentation or a service without tracking.

Refunds

Once your return reaches us and has been inspected, we process your refund within 14 working days. A withdrawal under your statutory right is always refunded within 14 calendar days. Refunds go to the payment method you used, and we send you an email confirming the refund has been issued.

Your bank usually needs a further five to ten working days to show it. If more than ten working days have passed since our confirmation email, email us and we will trace it with our payment provider.

Damaged, faulty or incorrect items

If your item arrives damaged, faulty or not what you ordered, email info@monique-graceboutique.com within 14 days of delivery with a photo of the item and the packaging.

Where the fault is ours you pay nothing. We arrange a replacement at no cost to you, or a full refund if you prefer, and we cover the cost of returning the item where we need it back.

This does not limit your legal guarantee. A defect that appears later than 14 days is still covered by the conformity rights in our Terms of Service.

Exchanges

To exchange an item for another design or colour, email info@monique-graceboutique.com. We treat it as a return of the first item and a new order for the second, so that your statutory rights apply to both.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it.

To Maze AMS, Zuideinde 70, 1541 CE Koog aan de Zaan, the Netherlands, info@monique-graceboutique.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Ordered on:

Received on:

Order number:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is sent on paper):

Date:

Questions

Email: info@monique-graceboutique.com

Response hours: Monday to Friday, 09:00–17:00 (CET)