Welcome to Monarch Avenues's Customer Service. At Monarch Avenue, we believe that luxury extends beyond the product. We are dedicated to providing an extraordinary shopping experience from the moment you browse our collections to the moment your order arrives at your doorstep. If you need any assistance, our team of experts is here to ensure your journey with us is as seamless and exceptional as the items we offer.

 

Contact Us

 

If you have a question, need assistance, or simply wish to share your experience, please don’t hesitate to contact us. We are available through multiple channels to ensure we can assist you in the way that’s most convenient for you.

• Email: For detailed inquiries, reach us at info@monarch-avenue.com. We strive to respond within 24 hours.

• Phone: Speak with our team directly at [+44 123 456 789] (for UK & international inquiries) or [local European number]. Our customer service lines are open Monday to Friday from 9 AM to 6 PM CET.

• Live Chat: For instant assistance, use the live chat feature on our website. Our team is available for live chat support during business hours.

 

Order Inquiries

 

Order Status & Tracking

To stay informed about your order’s status, please visit the "My Account" section on our website. You will find real-time tracking details and the current status of your order.

• How to Track Your Order: Once your order has been shipped, we will send a confirmation email with a tracking number. You can track your package directly on the carrier's website or by logging into your account.

Changing or Cancelling an Order

You can cancel unpaid orders directly from your account, but for paid orders in "Processing" status, you need to contact customer service. You cannot amend order details after placement, but returns are possible within 14 days of delivery. 

​Refunds for Canceled Orders: If an order is placed, paid for, and then canceled before shipment, a full refund will be provided without deducting transaction fees.

• Gift Orders: If you are purchasing a gift and need to add a personalized message, please add this on the note section of your cart during the checkout phase.

 

Shipping Information

We take great care in ensuring that your items arrive in perfect condition, promptly, and safely.

 

Shipping Destinations

We offer shipping across the entire European Union and select international locations. Please note that for international destinations outside of the EU, additional customs duties and taxes may apply.

• Europe: We ship to all EU countries and beyond, ensuring fast and reliable delivery.

• International Shipping: For locations outside the EU, please refer to our shipping options at checkout for precise delivery times and costs.

Shipping Times

• Standard Shipping (EU): Typically arrives within 5-7 business days.

• Express Shipping (EU): 2-4 business days for select regions.

• International Shipping: Delivery times vary depending on the destination. Please allow 5-10 business days for non-EU destinations.

Please note that shipping times may vary depending on product availability, order volume, and external factors such as weather or holidays.

Shipping Costs

• Free Standard Shipping: Available for all orders over €1,000 within Europe.

• Express Shipping: Available at a specific fee depending on your location.

• International Shipping: Shipping fees will be calculated at checkout based on the delivery country and selected shipping method.

If your item is delayed or you require assistance, our customer service team is available to support you.

 

Returns & Exchanges

Our goal is to ensure that you are completely satisfied with your purchase. If for any reason you are not happy, we offer a hassle-free returns and exchanges process.

 

Return Policy

• Return Window: We accept returns within 14 days of receiving your order. The item must be in its original, unworn condition with all tags attached.

• Return Method: We offer a 14-day return policy counting from the day you receive your parcel. To ensure a smooth return process, please keep these guidelines in mind:
  Ship the return back within 14 days of receiving your order, returns should be shipped back at the customer's expense and make sure to use a shipping method with an active tracking number.
  Please send your return using UPS, FedEx, or DHL. Unfortunately, we cannot accept returns sent via regular postal services, and such returns will be declined.
  To initiate a return, simply submit a return request through Contact form and our customer service will be in touch.

• Pre-owned Items: Please be aware that we do not accept returns for items listed as Pre-Owned on our website. Each item's description clearly indicates its pre-owned status. We encourage customers to review product details thoroughly before making a purchase.

• ​Preloved items: Preloved items are not eligible for returns or refunds. The EU 14-day consumer rights rule applies only to new, non-preowned products. Therefore, items that have been previously sold, are preloved, or are offered as defective are exempt from this policy.

• Customs Charges: For returns with customs charges, the buyer will be responsible for covering those costs. If a customer's return includes customs charges, these must be paid first before we can proceed with the refund of the returned item/s. To expedite the refund process, we recommend selecting the option of the sender paying for all customs duties.

• Return Conditions: All returns must be in perfect original condition, including any original attachments such as tags, boxes, or dustbags, along with the original packaging. We reserve the right to refuse returns if the products have been worn, washed, or have any traces of use.

• ​Returns due to wrong shipping information provided such as name or address will be covered by the buyer with a fixed fee of 45€/55$.

• Declined Returns: In the event of declined returns, the order will be shipped back to the buyer, and any additional shipping charges will be borne by them.

• Conditional Return Policy: Please note that all returns are subject to a quality inspection upon return arrival. If we decline the return due to damages or other reasons and do not receive your instructions on how to proceed within 30 days—whether to return the item to you or inserted address—we reserve the right to deny issuing a refund for that return.

• Refunds for Canceled Orders: If an order is placed, paid for, and then canceled before shipment, a full refund will be provided without deducting transaction fees.

• Refunds: Approved refunds will be made by bank transfer or via PayPal within 5 business days after receiving and approving the returns.

• Reporting missing packages: In the rare cases of you not receiving a package, claims must submitted no later than 21 days from the shipment date.

Exchanges

If you wish to exchange an item for a different size, colour, or style, we offer a 14-day return policy, but we don't explicitly offer exchanges; instead, you'll need to request a return for the original order and place a new order for the desired item or size. 

 

Product Information

We take pride in offering meticulously crafted items made from the finest materials. If you have any questions about a product, our team is always available to assist you.

 

Product Care & Maintenance

Each item from Monarch Avenue is made with the utmost care and attention to detail. To keep your luxury pieces in pristine condition:

• Leather Care: Store leather items in a cool, dry place, away from direct sunlight. Use a soft cloth and leather cleaner to keep your pieces looking fresh.

• Fabric Care: Follow the care instructions found on the garment’s label. Many of our clothing pieces benefit from dry cleaning or hand washing.

Sizing & Fit

We provide a detailed size guide for each collection, but if you're unsure about sizing or fit, please don't hesitate to check our Size Guide page.

• Size Guide​

 

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FAQs

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How do I track my order?

Once your order has shipped, we will send you an email with tracking details. You can also log into your account to track your order status.

 

Can I change or cancel my order?

Please contact us as soon as possible if you need to make changes to your order. If the order has already been processed, we may not be able to modify it.

 

Can I exchange an item for a different size or color?

Yes, we offer exchanges for a different size or color, subject to availability. Please contact us within [X] days to initiate the exchange process.

 

How do I return an item?

To return an item, simply contact us through email or our returns portal. We will guide you through the steps to ensure a smooth return process.

 

Are there any customs duties or taxes?

For orders outside the EU, customs duties and taxes may apply, which are determined by the destination country’s regulations. These fees are the responsibility of the customer.

 

How do I contact customer service?

You can reach us via email at info@monatch-avenue.com, by phone at [+44 123 456 789], or through our live chat feature during business hours.

 

Our Commitment to You

 

At Monarch Avenue , we are committed to providing exceptional customer service. Your satisfaction is our top priority, and we go above and beyond to ensure that your experience with us is nothing short of extraordinary. Should you have any questions or need further assistance, we are always here to help.

Thank you for choosing us, your destination for timeless luxury and style.