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FAQS

Can I amend my order after I've placed it?

At the hub we are super speedy at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery address or payment method once the parcel has been dispatched.

However, you can return any unwanted items for a refund once you’ve received your order. (except for jewellery and accessories)

Can I cancel my order after I've placed it?

When an order is placed, unfortunately it cannot be cancelled; if it is possible to cancel, you will still be charged the full shipping cost if the parcel has been dispatched with the courier.

However, you can return any unwanted items for a refund once you’ve received your order (except for jewellery and accessories)

Can I return an item for an exchange instead of a refund?

UAE Customers

You can return an item for an exchange if you would like a different colour or size of the same item. If you want a different item, then you'll need to return the unwanted item for a refund and place a new order. (Jewellery and accessories are exempt from exchange)

When you return your order, just pop your returns slip (which can be found at the bottom of your invoice) in the parcel with the following details marked on it:

  • Your order number
  • Which items you’d like exchanged or refunded
  • The new size or colour you’d like of the items to be exchanged

If you haven’t indicated on your returns note that you’d like an item exchanged or the new size or colour required, then we’ll automatically issue a refund for the returned item.

Email returns@monroeandme.com to arrange courier collection for your parcel free of charge.

We'll send you an email to let you know once we've received your return with the details of any refunds and exchanged items. If an item is out of stock we’ll let you know we couldn’t exchange it and issue a refund instead. If an exchange is available, we’ll drop you another email once your new item has been dispatched, with a new tracking number.

Any exchanged items will be sent to the same delivery address as your original order.

If we’ve refunded you for any items, the funds can take up to 7 working days to appear in your account depending on your bank/card issuer.

Please note that exchanges will be charged at 20 AED for re-delivery if the value of your exchange falls under the value of 300 AED.

Rest of the World & Middle East

We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by the hub. If you need a different size or colour of an item, then you'll need to place a new order. (Jewellery and accessories are exempt from exchange)

When you return your order, just pop your returns slip (which can be found at the bottom of your invoice) in the parcel with the following details marked on it:

  • Your order number
  • Which items you’re returning for a refund

As an International customer, you can return your parcel using any postal or courier service. We ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to the hub, you’ll have proof you sent it.

Once we receive it in its original condition, we'll issue your refund within 3 working days and drop you an email to let you know once this has been done. Once you've been refunded, it can take up to 10 working days for the funds to show back into your account depending on your bank/card issuer.

Where can I find your size guide and care instructions?

As we have a wide variety of brands from across the globe, the sizing and fit will vary, but we have provided a size guide complete with measurements for your guidance.

Just click on the 'Size Guide' link which can be found at the bottom of each page.For extra special garments which are delicate we will provide Monroe & Me additional tips to ensure it stays looking pretty.

Always read the Monroe & Me warning labels for extra special garments which need special care.

I'm missing an item from my order, what do I do?

If an item is missing, please contact our Customer Care team with the order number and the missing item's name. We will resolve the issue for you as quickly as we can.

I have an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect items straightaway, so please get in touch!

What do I do if I receive a faulty item in my order?

We want to sort out any issues with faulty items straightaway, so please get in touch!

As soon as you discover a fault, please contact our Customer Care team with:

  • The order number
  • The order number
  • A description of the fault.

RETURNS

What is your Returns Policy for orders?

UAE Customers

Returns are FREE for all UAE customers.

  • You can return any clothing item for a refund, or you can exchange it within 14 days of receiving your original order. Just note down the details of your replacement on the returns form that came with your order, however please note if you wish to exchange you will be charged small fee of 20 AED (if the value is under 300 AED)
  • We will refund the price you purchased your item at, this includes sale items (but will not include the cost of delivery charge)
  • The goods are your responsibility until they reach back at our hub, so make sure it’s packed up properly and can’t get damaged on the way.
  • We are not responsible for any items that are returned to us by mistake.
  • We try hard to accept all returns, and returns to us do need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

Email returns@monroeandme.com to arrange courier collection for your parcel free of charge

What is your Returns Policy for orders outside of the UAE?

Rest of the World & Middle East

  • You can return any clothing item for a refund in its original condition within 14 days of receiving your order.
  • We will refund the price you purchased your item at, this includes sale items (but will not include the cost of delivery charge)
  • All goods will be inspected on return
  • The goods are your responsibility until they reach our hub, so make sure it’s packed up properly and can’t get damaged on the way.
  • We are not responsible for any items that are returned to us by mistake.
  • We try hard to accept all returns, and returns to us do need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
  • As an International customer, you can return your parcel using any postal service at your cost. We ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to the hub, you’ll have proof you sent it.
  • Our returns address is: PO BOX 34505, Sheikh Zayed Road, Dubai, UAE

DELIVERY

How much does delivery cost?

We offer worldwide shipping, the delivery cost per country can be found in the 'SHIPPING INFO'at the footer of each page.

What should I do if my order hasn't been delivered yet?

If your order has not arrived by the estimated delivery date on your order confirmation email, please track your order using the tracking number advised on your order confirmation email. For further help please contact our Customer Care team.

Am I able to track my order?

If you have received a shipping confirmation email, you can check your parcel’s progress using the tracking number and web link sent to you on your confirmation email.

When will my order be dispatched?

If your order is placed by 1pm (Sunday-Thursday) this will be dispatched the same day. Please note if your order is placed between Thursday after 1pm and Saturday this will not be dispatched until the next working day. (as Friday is a non working day in UAE)

Do you offer same day delivery services in Dubai?

We currently do not offer same day delivery in Dubai, but are open to look into this in the future. If you would like to enquire regarding same day delivery service for an additional fee then please contact our customer care team.

Will my parcel be charged customs and import charges?

In most cases, any customs or import duties are charged once the parcel reaches its destination country.

Any charges on a parcel must be paid by the person receiving the parcel.

Monroe & Me has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

PAYMENT

How can I pay for my order

We currently offer a variety of payment options which are listed below:

  • Cash on Delivery
  • Visa and MasterCard Payments
  • Paypal

ALL OTHER QUESTIONS

I think our label would sit well with your brand portfolio, who can I send our trade information to?

We are always on the lookout for new and exciting brands across the globe however big or small, please send lookbooks and trade information to customers@monroeandme.com

Are you looking for models for your photoshoots?

We are always on the lookout for new faces even with an alternative image, if you would like to be seen in our next Photoshoot, please forward your head shots and resume to customers@monroeandme.com