Exchanges & Returns

Want to exchange or return something? We'll sort it out with you personally:

1. Contact our customer service team by WhatsApp or email, with your order number.
2. Tell us briefly what's going on: wrong size, not happy with it, or something else.
3. We'll help you right away and send you a personal link to finish your request in a few simple steps. Often there's a solution where you don't have to send anything back.

You'll find the full return and exchange terms in our terms and conditions.

Choose an exchange or store credit and we take care of everything. You don't need to send anything back, and it won't cost you a thing.

Choose a full refund and you'll send the item back yourself to our international warehouse in Asia. Shipping costs for that are on you, usually between $20 and $30. As soon as we receive your proof of shipment, we refund the full purchase amount. You don't have to wait until the package arrives with us.

After your request, we'll get back to you personally within 1 to 2 business days. Please reply within 7 days of our message; without a reply, your request is automatically closed. You can simply submit a new request afterward, as long as you're still within the return window.

For the health and safety of all our customers, we have strict hygiene rules. We only accept returns if:

• The item is unworn and unwashed
• The hygiene seal is fully intact
• The item was only tried on over your own underwear
• The item shows no signs of use, including but not limited to makeup, perfume, deodorant, hair, fibers, odor or wear
• The item is returned in its original Monavida packaging (the bag it was shipped in). This packaging serves as hygienic protection and is required. We unfortunately can't accept or refund returns without the original Monavida packaging.

If an item doesn't meet the hygiene requirements:
Items that don't meet these conditions will be refused. We'll let you know, and you can request within 14 days of that notice to have the item sent back to you at your own cost. Without a response within that time, the item will be destroyed and the right to a refund is forfeited.

Thanks for understanding: this helps us guarantee every product arrives in perfect condition for the next customer.

Once we've received and checked your return:

Approval: When the returned product meets our return conditions, we process the refund within 5 to 10 business days, using the same payment method you checked out with.

Refund timing: Depending on your bank or credit card company, it can take 1 to 2 days for the amount to show up in your account.

We'll email you once the refund has been processed. If the amount still isn't showing after 15 business days, feel free to reach out to us at info@monavida.com.

Good to know: did you choose a free exchange and now want your money back instead? That's possible. We'll deduct the cost of the exchange service from your refund: $10 per exchange shipment, plus $6.50 per extra item exchanged in the same shipment. You can exchange up to three times per order at no cost.

Did your order arrive damaged, or did you receive the wrong item? Contact us within 48 hours of receiving it at info@monavida.com with clear photos of the problem. We'll fix this for you at no cost.

For hygiene reasons, we can't accept sealed lingerie once the seal is broken or the item has been worn. Items with signs of use, stains, perfume odor or other signs of wear aren't eligible for return.

Daunting as it sounds, this is standard for hygiene products like lingerie.

The following also applies to free exchange orders:

You can exchange up to three times per order at no cost. If an exchanged item still doesn't fit, you can choose:

• To submit a new free exchange request (with personal sizing advice from our team), or
• To choose a refund instead: we'll deduct the cost of the exchange service from your refund, $10 per exchange shipment, plus $6.50 per extra item exchanged in the same shipment

We reserve the right to review each situation and decide what solution fits best.

It's your responsibility to provide a correct, complete address at checkout. If a package is returned to us because of an incorrect or incomplete address, we offer two options:

Reshipping:
We can send the package again. Additional shipping costs may apply.

Refund:
We can issue a refund once the package is back at our warehouse. The original shipping cost won't be refunded.

When a package is refused at delivery and automatically sent back to us, we offer the following options:

Reshipping:
We can send your order again once the package arrives at our warehouse. Additional shipping costs may apply, depending on the reason for refusal. In that case, please confirm your correct address details.

Refund:
If you no longer want to receive the package, we can issue a refund once it arrives at our warehouse and is processed. Please keep in mind that:

• The original shipping cost won't be refunded
• A 15% restocking fee may be deducted to cover processing and return costs

If a package is refused without valid reason, we reserve the right to deduct costs incurred from your refund amount.

For hygiene reasons, the right to return a sealed product may no longer apply once that seal has been broken.

This keeps things fair for every customer: it means you receive a new, unused product too.

We're happy to help, whether it's before you buy, before you open the product, or when you're exchanging it.

Email us at info@monavida.com or message us on WhatsApp. We try to respond within 24 hours on business days.

We want this to feel as comfortable as your bra does. Reach out anytime at info@monavida.com if something's not right or you have questions.