Returns
Please read our terms and conditions of trade prior to ordering goods.
Placing an order with us will constitute your acknowledgement of, and agreement to, all our trading terms and conditions (T's and C's)
On this website, the terms 'us' and 'we' will normally refer to Monaco Beach, and the terms 'you' and 'customer' refer to people using our retail service.
Firstly, please open the outer postal packaging with care. If it has been damaged beyond re-use then a suitably protective and secure substitute must be used.
As swimwear is an intimate item, for hygiene reasons please wear underwear when trying on the items. If the returned goods plus any related internal packaging appear damaged or 'used' then a proportionate deduction will be made from any potential refund to reflect the decreased re-sale value.
The returned goods must look unworn, be in their original branded packaging, complete with any original swing tickets, hygiene strips where provided, and all labels intact and attached.
If the returned item has been unreasonably or roughly handled, or is badly packed, e.g. the branded designer bags or other packaging have been damaged and need to be replaced, or the items now have make-up marks or an odour such as cigarette smoke, spicy food, perfume etc. which may result in a cost to Monaco Beach, then that cost will be deducted from the refund amount.
It is important that you return a completed advice note with your parcel as otherwise we may not know who has made the return. Please follow the procedure as stated in this page and particularly note the sections Returns procedure via the UK Post Office and, if applicable, Additional Advice for International Customers.
Simply choose the most appropriate return reason code from those listed and enter it alongside the detail of the product you are returning. This will help us to improve our quality control and future stock ordering.
As swimwear is a seasonal and fashion product, our Home Approval period is a maximum of 14 days from receipt. If you choose not to keep the product(s) but cannot return within the initial 14 days, you must inform us by email and we will extend the returns period by a further 14 days. Any returns of goods made by you outside of this period, or otherwise not in accordance with our returns policy, may not be accepted by us for refund, and may be returned by us to you at your expense.
Our home approval and returns policy is an additional safeguard for you. It is in addition to and does not affect or amend your statutory rights as a consumer which rights remain unaffected by this policy.
Returns procedure via the UK Post Office or Couriers
When returning goods within our 14-day approval period or in accordance with your statutory rights under the Consumer Contracts Regulations 2014, via the Post Office, please use the original packaging and stick or tape a label with our Returns Dept. address on the package. Often, but not always, a returns bag may be included in your package.
You will need a returns form which can be downloaded using the link below. Please print it off, complete as necessary, and include it with your parcel.
We strongly recommend that you use a recorded or similarly secure delivery method.
It is important that you obtain a Certificate of Posting from the Post Office or similar receipt from your choice of delivery carrier, which should be kept in a safe place.
This should contain a unique reference number to be quoted to the carrier in the event of a query and/or a parcel going astray.
We cannot be held liable for loss of goods consigned to us as the contract for return transport is between you and the delivery company. You may only be able to claim against the Post Office or courier if you can produce a certificate of posting, receipt or similar evidence. Otherwise it is likely that they will not refund your loss.
Your statutory rights remain unaffected by this policy. If you require the full details of all your rights under the Consumer Contracts Regulations, please contact your Citizens Advice Bureau or a Solicitor.
Additional Advice for International Customers
Please read our terms and conditions of trade prior to ordering goods. Placing an order with us will constitute your acknowledgement of, and agreement to, all our trading terms and conditions (T's and C's).
Send your return via a prepaid, insured and traceable method. You must put "British Returned Goods" on any airway bill or similar documentation in order to avoid an extra charge of VAT and/or duties.
Returns on Product Promotions
Any return of items purchased using a special promotional offer (e.g. 3 for 2 or Buy One Get one Free), has to include all items within that deal. If not, we reserve the right not to issue a full refund and you may be charged the full price for any item that you keep.
Returns of Briefs, Swimwear and Earrings
For hygiene purposes, please ensure that personal items such as briefs and swimwear are returned to us unworn and with all labels and hygiene strips intact. For your health and safety, pierced earrings may not be returned unless faulty. We reserve the right to refuse the return of items where it is apparent that this has not been done. Your statutory rights are not affected. Returned goods must be in a fully saleable condition. You must take reasonable care of the goods and return them to us in their original packaging with all original labels fully intact and attached, as soon as possible, and within our usual returns rules.
Refunds
Under normal circumstances we aim to process refunds within a few days.
For hygiene and to maintain our Covid free work environment, incoming packages are routinely quarantined for 3 days prior to opening and the goods being examined. To also take into account possible delays caused by situations such as Covid or Government restrictions, staff shortages, bank holidays, staff holidays etc. please allow up to 3 weeks for the refund to be credited.
The amount returned will be processed via the original method of payment used e.g. to the customers credit or debit card, or PayPal account etc.
Ordering replacement goods
If you require a replacement or exchange item, please email us about it giving the details. We will check our stock and respond as soon as possible.
Defective Goods
If anything you order from us fails prematurely due to either defective workmanship or materials we will provide you with an appropriate remedy, which may be repair, replacement or full or partial refund. Please contact us immediately to arrange for the return of defective items.
Consumer Contracts Regulations 2014
These regulations provide you with further protection in certain circumstances. Under the Consumer Contracts Regulations 2014 you also have a right to cancel your order for any product. The regulations do not apply to products made to your personal specifications (or otherwise personalised) or which, by reason of their nature, cannot be returned or are products that are liable to deteriorate or expire rapidly, or are audio and video recordings and computer software that you have unsealed or used. Further details of your rights under these regulations will accompany the delivery. Your statutory right to return goods under the regulations may be exercised anytime from the time of order up to and including the seventh day (excluding Saturdays, Sundays and Public Holidays) after the day of delivery. If you wish to exercise your statutory right to cancel, you must notify us in writing within the statutory period and immediately return the products that you do not wish to keep to us (at your own cost, unless the products were substitute goods which we selected for you). You must take reasonable care of the goods. If you cancel within the statutory period you may claim a refund of any sum you have paid concerning the goods, less any charges we make for collecting the goods (including courier fees) if you do not return them at your own cost.
