Return Process: To return items, please ensure your return is within the policy period and meets ALL return requirements.
Items may be returned in-store to the return address listed below.
Customers may return any unused, unworn items, UNIRONED, with tags attached within 5 days if in Kampala, and 15days if outside Kampala, and 30 days if outside Uganda from the delivery date or in-store purchase date.
Exchanges are only accepted on in-store returns.
Unless the item is final sale, any items purchased from Instagram Shopping or Facebook that are unused and unworn with tags attached may be returned within 10 days of the delivery date and exchanged for something else.
All returns must be accompanied by an original or gift receipt is given. Items will not be returned if the item has been worn, washed, or ironed or the tag or hygienic liner has been removed. No cash, credit, or debit card refunds will be issued.
All clearance items are final sale and may not be returned, exchanged, or adjusted for any reason.
If you believe you have received defective or incorrect merchandise, or are missing an item from your order, you must contact Monaé Store within three business days of the package’s original delivery.
Gift cards cannot be returned or refunded.
To cancel an order, please call Monaé within an hour of making the order. Orders cannot be canceled via email or Whatsapp.
How to return
Submit an Online Return Request. In order to submit a return request, sign in to your Monaé Account. Once you are signed in, you can select the order and which items you will be returning, and for what reason! If you checked out as a guest, you can create an account using the email you purchased with to process your return.
Please package and send the items to the return address below. **Please note: Customers are responsible for the shipping costs of their return. We do recommend using SafeBoda because they are typically the cheaper option. Return Address: Monaé Store, The Cube, Cooper Road, Kisementi, Shop B14, Kisementi, Kamwokya.
Expect the return process to take 5-7 business days after it has been delivered to our store. Monaé is not responsible for packages lost or damaged in transit.
After the return is accepted, the customer will receive notifications updating the status of the return. Once the return has been fully processed the customer will receive a text informing them of the return and giving them a date on when to come to the store for an exchange.
We inspect all returned items and reserve the right to deny a return based on the condition. Customers are responsible for all shipping and handling fees for the items returned to Monaé. We do not refund shipping fees unless it is an error on our behalf.
Orders are packed and shipped five days a week. Orders placed on the weekend will be shipped the following business day. Most orders are shipped 12-24 hours from the order date.
Free Standard Shipping
Free Standard delivery applies to orders over 350,000UGX.
Standard delivery usually arrives within 2-3 business days from the shipped date, excluding holidays. Please allow 1-2 business days for processing time.
Priority or same-day delivery orders placed Monday through Friday, excluding holidays, before 12:00 PM will usually arrive within hours of business days from the shipped date. Please allow 12-24 hours for processing time.
Priority or same-day delivery is not available to customers outside Uganda.
