Please read through this page first - Most asked questions are answered right here for a much quicker response!
If you still need support, The only way to contact us is Via Live Chat on our website.
We do not respond to emails TIK TOKS or DMs due to them being filtered out which means we may miss important ones.
Our live chat is open Monday-friday 9.30am-6pm, replies will usually take 24-48 hours.
If you contact us outside of the Live chat or wait longer than 48 hours after delivery we will not be able to assist with your order.
Live chat must be your first and only point of contact.
What shipping Method do you use?
WE only ship to United Kingdom for now.
We ship all of our orders Via royal Mail 48 - this is the only shipping method we offer.
- We offer flat Rate : £3.65 (Postage & Packaging)
- Delivery Time: 1-3 Business days once dispatched
- Dispatch Time: within 24-72 Hours ( Monday-Friday)
Please note : weekends are not classed as business days.
- If you placed an order on a Friday, it will most likely be dispatched on the following Monday, which will add extra time to your delivery.
- Delivery time is after the order has been packed and shipped - not from the moment you place your order.
Will i get a tracking number?
- We do not send tracking numbers to every customer automatically.
- If you would like to view your tracking - simply messege us on live chat and ask;
- whats My tracking number? - and we'll send it over
The reason we do not send them out automatically is because wed have to manually upload every single once, and this would take a lot of time and delay order processing. So please just reach out if you would like yours- were more than happy to provide it!
How do i care for my jewellery?
To keep your Mon-Mae jewellery sparkling and tarnish-free:
- Avoid water - Remove before showering, swimming, or hand washing.
- Avoid lotions, perfumes & chemicals as these can affect the finish.
- Polish regularly- Use a dry polishing cloth.
All pieces are crafted from high-quality stainless steel, 925 sterling silver or 18K gold plating. with the right care, they'll stay stunning for years.
Do you offer refunds or returns?
- No, we do not offer refunds or returns under any circumstances.
- Due to hygiene reasons and the nature of our mystery and personalised products, all sales are final.
- Please double - check your items and delivery address before checking out. Once your order is placed, it cannot be cancelled, changed or refunded.
What if i have a problem with my order?
If there an issue with your order, you must messege us via Live chat within 48 hours of delivery.
We can only help if:
-You contact us within 48 hours
-The item is in original packaging and unworn
-You reach out through Live chat only.
- Unfortunately, if you messege us via email, DM or wait longer than 48 hours, we wont be able to help. Please make sure Live chat is your first step if theres an issue.
Can i change my shipping address after ordering?
No - we cannot change shipping addresses once your order is placed.
- Please make sure your address is correct at checkout. If you order on a live please messege us as soon as possible before we pack your order we can cancel. If its a mystery box or bag and you have already 'stick or twisted' we cannot cancel your order either.
- If your parcel is sent to the wrong address due to a customer error, Mon-Mae boutique is not responsible and no replacement or refund will be issued.
Do you offer Gift wrapping or boxes?
Yes! we have a section on this on our home page offering our customers The Best. Please take a look at what we have to offer.
Do you offer discounts?
Of course we do! Keep an eye at the top of our website for discounts As well as our social Media Platforms Tiktok and Instagram where we always offer discounts, giveaways and much more. Be sure to be follow them!!
How can i contact your store?
- The Only way to reach us is through Live chat on our website.
- Live chat Hours : Monday -friday 9.30 am - 6 pm
- Typical response time - 24-48 hours.
Contact us
How to contact us?
Our Only point of contact is through our Live chat which is Available Monday-Friday 9.30 am-6 pm. All messeges will be responded to within 24-48 hours.
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