2. Returns and Refund Policy
At Monroe & Mae Vancouver, we want you to feel comfortable and confident when shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through monroeandmae.com.
30-day money-back guarantee
We offer a 30-day money-back guarantee.
If you are not satisfied with your order or something is not quite right, please contact us within 30 days of receiving your order.
To submit a return request, email us at:
Please include:
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Your full name
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Your order number
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The email address used to place the order
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The reason for your return
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Clear photos if the item is damaged, faulty or incorrect
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Any other relevant information that may help us understand your situation
Our customer support team will review your request and provide you with the next steps.
Return approval
Please do not return any items before contacting us.
All returns must first be requested and approved by Monroe & Mae Vancouver by email.
If your return is approved, we will provide you with the appropriate return instructions and the correct return address.
In many cases, returned products must be sent directly to our supplier. This supplier may be located in China.
Return shipping costs
For change-of-mind returns, size changes or items that are no longer wanted, the customer is responsible for arranging and paying the return shipping costs.
If the approved return address belongs to our supplier in China, the customer is responsible for arranging and paying for shipping to that address.
We strongly recommend using a tracked shipping service. Monroe & Mae Vancouver cannot confirm or complete a return until the returned parcel has been received by the supplier or designated return location.
Return tracking requirements
Customers must provide valid tracking information for all approved returns.
A refund can only be processed after the returned item has been received and inspected by the supplier or designated return location.
If a returned parcel is lost in transit and delivery cannot be confirmed, we may be unable to process the refund.
Condition of returned items
To be eligible for a return, the item should be:
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Unworn
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Unwashed
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Unused
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In its original condition
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Returned with its original tags and packaging, where possible
Items showing signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted.
Items that may not be eligible for return
Some products may not be eligible for change-of-mind returns, including:
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Gift cards
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Final-sale items, where clearly indicated
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Personal-care or hygiene-related products
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Items that have been worn, washed or used
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Items returned without prior approval
These exclusions do not limit any rights or remedies available to you under applicable Canadian federal, provincial or territorial consumer protection laws.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number, a clear description of the issue and clear photographs of the item and its packaging.
We will review the issue and work with you to determine a suitable solution.
Your rights under applicable Canadian consumer protection laws are not excluded or limited by this policy.
Canadian consumer protection laws
Nothing in this policy limits any rights or remedies you may have under applicable Canadian federal, provincial or territorial consumer protection laws.
If a product is defective, misrepresented or does not meet applicable legal requirements, you may be entitled to a repair, replacement, refund or another remedy under the laws that apply to your purchase.
Refund processing
Once your return has been received and approved, we will notify you by email.
Approved refunds will be issued to the original payment method used to place the order.
Please allow additional time for your bank, card issuer or payment provider to process and display the refund.
Exchanges
Depending on the circumstances and product availability, we may offer an exchange or another suitable solution.
To request an exchange, please contact us at:
We will review your request and let you know which options are available.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been processed or shipped, cancellation may no longer be possible.
Contact us
For questions about returns, refunds, exchanges or orders, please contact us at: