Return Policy

We believe shopping online should be fun and hassle-free. That's why we offer a simple, honest and fair 14 day returns on all orders (excluding digital items and gift cards).

If your order isn't the perfect match for your home, you can return it to us for a full refund within 14 days of delivery, so don't be afraid to try something new!

Read below for our full policy and return instructions.

Return Policy Details and Conditions

Please note that the return address will be provided by our support team. Do not return items to the address printed on the package.
We have returns address locations in UK and USA. You will be required to return to our nearest location to you.
You have 14 days from the date of delivery (as shown on your order tracking) to request a return. We must then receive your returned items within 14 days of your return request, to be eligible for a refund.
We don't accept returns after the period stated above. If you try to make a return outside of these times, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Items must be returned unused and in the original condition and packaging.
Damaged items may be refused a refund, or the value of the refund may be reduced.
You are responsible for the return shipping costs and these cannot be refunded.
Your name and order number must be included in the package or a refund may not be possible.
We strongly recommend using a tracked postal service with adequate insurance for high value returns.

We cannot accept returns on the following items:

Exchanges, replacements or goodwill products
Personalized, customized or bespoke orders
Gift cards or digital items

How do I return?

If you would like to return your order, please email our team at support@moncasso.com. We'll provide the returns address and take you through the returns process.

You must not return any items to the address printed on the package.

When will I receive my refund?

Once your return is received and inspected, we will send you an email to let you know. We try to process returns as quickly as possible, and at the latest within 14 days.

Once approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 10 business days. Please note, in exceptional circumstances these times may take longer depending on your payment provider.

Still waiting for a refund?

If you haven’t received a refund and have been waiting for longer than the times explained above; please first check your bank account, then get in touch with your credit card company and bank. This is where most delays occur, as it can take some time before your refund is officially posted to your account.

If you’ve done all of this and you still have not received your refund, please get in touch with us at support@moncasso.com.

Received an incorrect or damaged item?

We apologise if you have received the wrong item or a damaged item by mistake. This is not common and we will make it right for you as quickly as possible.

If this is the case, you must email us right away at support@moncasso.com with the following information:

Order number
Customer name
Photos of the packaging in the condition it arrived in (if damaged)
Photos of the damaged or incorrect item
Any further supporting information

Once we have received all of the required information and confirmed the details of the issue, we will send a replacement for the affected items.

Please use the same email address used when placing the order to speed things up and our customer service team will help you resolve the issue quickly.

You must contact us within 14 days from the date of delivery and return your item in the same condition to be eligible for a replacement.

Damaged or incorrect items are eligible for replacement only and are not eligible for direct refund.

If you have received a replacement or complimentary item due to shipping delays or any other reason, both the original and the replacement must be returned to us in order to receive a refund.

Handcrafted Quality & Minor Imperfections

At Moncasso, every piece is carefully handcrafted to order, meaning no two items are ever identical. As part of the bespoke process, there may occasionally be subtle variations or blemishes present, which we believe add to the character and charm of your art. These small imperfections are a testament to the artisanal care and craftsmanship that go into creating your piece.

However, if your item arrives with damage caused during transit or if you’re unhappy with your order, we’re here to help. Simply get in touch with our customer service team, and we’ll work with you to find the best resolution.

Can I cancel my order?

Due to the efficiency of our processing teams, we can't typically cancel an order once it has been placed. If you would like to cancel your order, please contact us within 2 hours of placing your order and we will do our best to help.

Once an order has been processed, it is not possible to cancel. You can instead return the order to us upon delivery and it will be processed according to our standard Return Policy.

Can I exchange my order?

Exchanges will be treated as a standard return, so if you want to exchange an item and you are still within the 14 day period, get in touch and we can help you out.

Still got a question?

Simply get in touch if you have any questions and we'll be happy to help.

Your friends,

Team Moncasso

support@moncasso.com