9. FAQ Policy Page
Frequently Asked Questions
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
After your order has been dispatched, delivery usually takes 3 to 7 business days.
Delivery times are estimates and may vary because of carrier delays, customs checks, busy sale periods, public holidays, incorrect address information or circumstances outside our control.
Where do you ship from?
Some orders are shipped directly by our trusted suppliers and fulfilment partners.
These suppliers may be located outside Canada, including in China.
Direct supplier shipping helps make our fulfilment process more efficient and reduces unnecessary handling delays.
Do you offer free shipping?
Yes. Monroe & Mae Vancouver offers free shipping across Canada unless stated otherwise during checkout.
Do you offer returns?
Yes. Monroe & Mae Vancouver offers a 30-day money-back guarantee.
Please contact us within 30 days of receiving your order at:
Returns are subject to the conditions stated in our Returns and Refund Policy.
How do I start a return?
To request a return, 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
Please do not return an item before receiving approval and return instructions from our customer support team.
Who pays for return shipping?
For change-of-mind returns, size changes or unwanted items, 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 sending the return to that address.
We recommend using a tracked shipping service and keeping your shipping receipt until the return has been completed.
If your item is damaged, faulty or incorrect, please contact us before returning it so we can review the situation and provide the appropriate next steps.
Nothing in this policy limits any rights or remedies available under applicable Canadian federal, provincial or territorial consumer protection laws.
When will I receive my refund?
Once your return has been received, inspected and approved, we will process the refund to your original payment method.
You will receive an email when the refund has been approved.
Your bank, card issuer or payment provider may require additional time to process and display the refund.
What if my item is faulty, damaged or incorrect?
Please contact us as soon as possible at:
Include your order number, a clear description of the issue and clear photographs of the product and its packaging.
Our customer support team will review the situation and provide you with the appropriate next steps.
Can I cancel or change my order?
If you need to cancel your order or change your shipping information, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to make the requested change.
Once an order has been processed or dispatched, changes or cancellations may no longer be possible.
How can I contact customer support?
For questions about orders, shipping, returns, sizing or payments, please contact us at:
Monroe & Mae Vancouver
Email: info@monroeandmae.com
Website: monroeandmae.com