FAQ
ACCOUNT
How can I create an account?
You can create an account by clicking on the user icon at the top right of our homepage. Fill in your personal details and follow the prompts to set your password.
How can I track my order?
Once your order is shipped, you will receive an email with a tracking link. You can also track your order status by logging into your account.
How do I reset my password?
Click on “Forgot Password” on the login page. Enter your registered email address and follow the instructions sent to your inbox.
What are the benefits of creating an account?
With an account, you can track orders, manage your shipping addresses, view past purchases, and receive exclusive news and offers.
How can I delete my account?
To delete your account, please contact our customer support team at hello@monsieuretmadame.co.uk. Note that account deletion is permanent and cannot be undone.
SHIPPING INFORMATION
What countries does MONSIEUR ET MADAME deliver to?
We currently deliver to the UK,USA, CANADA and Europe.a
What delivery services are available?
We partner with Evri Courier, DPD and Royal Mail for standard and express delivery options.
Is the delivery of my order free?
We offer free shipping for UK orders over £95. For other regions and smaller orders, shipping fees apply and are calculated at checkout.
Do I need to pay customs fees?
Orders shipped outside of the UK may be subject to import duties and taxes. These are the responsibility of the recipient.
What is the delivery time for my order?
UK: 1–3 business days
USA: 2-11 business days
Europe: 3–14 business days
Delivery times are estimated and may vary due to customs or external factors.
Has my order been shipped?
You will receive a confirmation email with tracking details as soon as your order has been dispatched.
I haven’t received my order. What should I do?
Please check your tracking information first. If your parcel is delayed or missing, contact us at support@monsieuretmadame.co.uk with your order number.
ORDERS
If a product is not in stock, when will it be available again?
We produce in limited editions. Restocks may not occur. We recommend signing up to our newsletter for updates.
Can I be notified when the item is available again?
Yes, you can sign up for back-in-stock notifications on the product page or subscribe to our mailing list.
How can I know my order was processed correctly?
After placing your order, you’ll receive an order confirmation email. Please check your spam folder if you do not receive it.
Can I cancel or modify my order?
We aim to process orders quickly. If you wish to cancel or modify your order, contact us within 2 hours of placing it. After this window, we cannot guarantee changes.
RETURNS & EXCHANGES
Do I need to register my return online?
Yes, please initiate your return through our Returns Portal. You’ll receive instructions via email.
What is your return policy?
You have 14 days from receiving your order to request a return. Items must be unused and in original packaging. Custom or personalised items are non-returnable.
Can I exchange a product?
We currently do not offer exchanges. Please return the item and place a new order.
How do I return my order?
Visit our Returns Portal and follow the steps. You'll be provided with a return shipping label.
Do I need to pay if I want to return my order?
Return shipping costs are the customer’s responsibility unless the item is faulty.
What should I do if my parcel arrived damaged?
Please contact us immediately with photographs of the packaging and the item.
What should I do if I receive a faulty item?
Email us at support@monsieuretmadame.co.uk with your order number and photos of the issue. We’ll resolve it as quickly as possible.
When will I receive the refund for my order?
Once your return is received and inspected, your refund will be processed within 5–10 business days.
Can I return my order at the MONSIEUR ET MADAME boutique?
We currently operate exclusively online. Returns must be handled via the Returns Portal.
Did you receive my returned order?
You’ll receive a confirmation email once we’ve received and processed your return. Please allow a few days for tracking updates.
For any other questions, contact us at: hello@monsieuretmadame.co.uk