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Terms & conditions

1. Privacy policy

Personal Information
MONA is a trading name of Mail Order Finance GmbH, Mail Order Finance UK, 15 Bankside, The Watermark, Gateshead, NE 11 9SY, United Kingdom.

We know that you care how information about you is used and shared and we appreciate your trust in us to do that carefully and sensibly. We occasionally make our mailing list available to other carefully selected organisations whose products and services may be of interest to you. In these instances, under no circumstances do we pass on email addresses or telephone numbers. If you would prefer not to be included in such mailings, please write to the address below.

MONA, PO box 75661, London, WC1A 9PU

The information we learn from customers helps us personalise and continually improve your shopping experience. We use the information to handle orders, deliver products and services, process payments, communicate with you about orders, products, services and promotional offers, update our records, maintain your account with us and display content such as customer wish lists and reviews.

We also use this information to improve our store and platform, prevent or detect fraud or abuses of our website and enable third parties to carry out technical, logistical or other functions on our behalf.

Here are the types of information we gather:
Information You Give To Us: We receive and store any information you enter on our website or give us in any other way. You can choose not to provide certain information but then you might not be able to take advantage of many of our features. We use the information that you provide for such purposes as responding to your requests, customising future shopping for you, improving our stores, and communicating with you.
Automatic Information We Gather: We receive and store certain types of information whenever you interact with us. For example, like many websites, we use "cookies" and we obtain certain types of information when your Web browser accesses our website. A number of companies offer utilities designed to help you visit websites anonymously. However, we will not be able to provide you with a personalised experience if we cannot recognise you but we want to make you aware that these tools exist. E-mail Communications: To help us make e-mails more useful and interesting, we often receive a confirmation when you open our e-mails, if your computer supports such capabilities. We also compare our customer list to lists received from other companies in an effort to avoid sending unnecessary messages to our customers. If you do not wish to receive marketing e-mails or other marketing type mail from us, please send an email to customercare@mona.co.uk or simply use the link at the bottom of every email we send you.

2. Price policy

We have made every effort to ensure that all colours are accurately reproduced on our website. However, please bear in mind that your own system may cause variations in colour reproduction. Any orders placed through the site are considered subject to there being stock available. All items are subject to availability and all dimensions are approximate. The correct price is that which is displayed on this website, at the time that we receive your order, save in the case of a mistake where a pricing error is discovered or for reasons beyond our reasonable control, e.g. alterations to the rates of value added tax. If the correct price is higher than the price displayed on the website, you may return the goods within our 14 day approval, in new condition.

We reserve the right to adjust the VAT element if this changes from 20% (as advised by HMRC).

3. Price policy on clearance / sale prices

We always strive to bring our customers the best possible offers and deals whilst ensuring to operate fair commercial practices without misleading our customers. Where we detail price reductions on our web-site the following pricing policy shall apply: The 'Original' price shown next to an item on this website is the highest price at which the item has been offered for sale in the last 12 months by us. Some items have been offered for sale at a price lower than the 'Original' price during the last 12 months but, unless otherwise indicated, the 'Now' price shown is the lowest price at which the item has been offered by us. Details of intervening prices are available on request. In all cases the 'Original' price will have applied for a continuous period of 28 days or more.

4. Clearance and promotions

Clearance products and promotions are subject to availability and are not an indication of availability. Offers may be changed or withdrawn without notice at any time. We reserve the right to cancel a promotion / reject redemption of a promotional code when stock runs out or when the total value of the promotional codes already exceeds a certain financial value.

5. Payment policy

All orders must be paid for in £ sterling.
MONA accepts the following payment methods: credit and debit cards: Visa and MasterCard, subject to verification, PayPal and cheques.
When you order by credit card your account is debited as soon as you place an order. The name and address on your credit card statement should be the same as the name and address that was registered. Please note that for security reasons, we are obliged to cash all cheques on receipt of order. If you purchase from our site your order is placed subject to the terms and conditions detailed above.

6. Returns policy

Customer Satisfaction Guaranteed
We guarantee to refund any item that does not meet with your complete satisfaction. If you are not completely satisfied you can return any item for a full refund of the purchase price. All we ask is that the goods are returned to us within 14 days, and are unworn, if possible in their original packaging and complete with tickets and labels intact and attached. A free returns label will be included in your parcel. We advise you to obtain and retain a proof of postage for the unlikely event of a lost parcel. If we find that the product has not been returned to us in fully re-saleable condition, we reserve the right to refuse a refund on the item or deduct up to 25% of the original selling price from the refund amount. If any goods which form part of a bundle offer are returned for a refund, then the remaining items will revert to their normal catalogue price and you will be refunded accordingly. Please allow 21-28 days for the return to be credited to your account. When we receive the goods we will reimburse you via the payment method used for the original transaction. Unfortunately we are unable to exchange items, so you will need to return your item for refund and then place a new order with new payment.

After approval, you are also entitled to the right of cancellation described in the following cancellation instruction.

7. Cancellation

When you order with us online, by post or on the phone, you are covered by the Consumer Contracts Regulations 2013. This means that you have the right to cancel your order within 14 days of receipt of your goods and to receive a full refund, apart from flat pack items which you have fully assembled and bespoke or personalised products made to your specification.

  • You are entitled to cancel your order if you so wish, provided this is done no later than 14 days after the day on which you receive the goods.
  • To exercise your cancellation rights, you must inform us. Please include details of the order (order number and description of goods), your full name, customer number, postal address, phone number and, if applicable, email address.
  • Please note that your cancellation rights do not apply to bespoke or personalised goods which have been made according to your specifications, or to items which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. For example: Pierced earrings, software, perishable items, as well as hygiene-sensitive items including pillows, mattress-toppers and duvets.
  • You are obliged to take reasonable care of the goods, ensuring the goods remain unused and, if possible, in their original packaging. When we receive the goods from your cancelled order we will reimburse you within 14 days via the payment method used for the original transaction and to the amount in relation to goods to which cancellation rights apply.
  • As well as the value of your goods, we will reimburse the standard delivery charge associated with the original order. Any supplementary delivery charges will not be refunded. A deduction from the reimbursement may be made for any goods returned in an unsatisfactory condition as a result of unnecessary handling.
  • If you cancel within the statutory period you may claim a refund of any sum you have paid for the goods, less any charges we incur if you do not return them at your own cost. If an item has already reached our despatch channels and it is too late to cancel, we ask that you return the item(s) to us. If goods on which a discount/offer was originally received are returned, that discount/offer may no longer apply if you fall below the discount/offer threshold.

If you have any questions please call us on 0344 482 8888 or write to: Customer Services, MONA, PO box 75661, London, WC1A 9PU or email: customercare@mona.co.uk.

8. Making a contract with us

In placing an order for any of the items on our website you are agreeing to the terms and conditions listed below. Please read these terms carefully and print and keep a copy of them for your reference. If you have any queries regarding any of our terms and conditions, please call our Customer Care Team on 0344 482 8888** or email us at customercare@mona.co.uk before placing your order. **Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary.
The information and conditions shown on our websites do not affect your statutory rights. MONA is a trading name of Mail Order Finance GmbH, Mail Order Finance UK, 15 Bankside, The Watermark, Gateshead, NE 11 9SY, United Kingdom. English law applies to all orders placed on this website, and any disputes will be heard in the courts of England and Wales.
When you place an order online with us you are making an offer to buy our goods. We will send you an email to confirm that we have received your order request. Once we have verified the price and availability of the goods we will email you again to confirm that your goods have been despatched to you which signifies that a contract has been made between us.
Every effort is made to ensure that our estimated delivery times are met; however occasionally delays in delivery due to unforeseen factors are inevitable. MONA shall not be held liable for any delay or failure to deliver goods within our estimated delivery times.
In the unlikely event that the goods are no longer available, we may supply you with substitute goods. If you decide not to accept the substitute goods, you will not have to pay to return them to us. As standard the order charge will include a non-refundable charge for postage & packing.
The following methods of payment are accepted on our website: Visa, MasterCard, PayPal.

9. Product specifications

All product prices are shown in pounds sterling and are inclusive of VAT and exclusive of postage and packing charges, unless otherwise specified. All product prices advertised on this website are correct at the time of order only and relate to internet purchases only. MONA will only accept orders if there are no errors in the prices of the products ordered as advertised on this website. MONA reserves the right to change prices at any time.

10. Stock availability

Although we do our very best to predict demand for the items featured in our collections, unfortunately we are not able to ensure permanent availability for every item. All orders are subject to availability. Receipt of an order via our website and emailed confirmation to our customer of receipt of an order, do not constitute acceptance or guarantee fulfilment of an order. If an item is flagged as ' Only few left in stock ' it can still be added to your shopping bag and we will notify you should we not be able to fulfil your order. If an item is shown with a ' Coming soon – pre-order now.' you can still add it to your shopping bag in order to reserve, it in your chosen colour and size. The item will then be despatched to you as soon as it arrives at our warehouse.

To check the status of your order online, click on the 'Sign In' link. Please call our Customer Care Team on 0344 482 8888** if you have any queries regarding stock availability. **Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary.

11. Copyright and trademarks

The content contained within the pages of this site (including pictures, photographs, images, logos, written text and other materials) is the copyright trademark or registered trademark of Mail Order Finance GmbH, Mail Order Finance UK, or their partners, or their content and technology providers. All rights reserved. Permission is granted to our customers to copy, print or download extracts of material on this site, providing that this is for the purpose of placing an order with us or other non-commercial, personal use. Any other use of materials on this site, including modification, distribution or reproduction, without prior written consent from Mail Order Finance GmbH, Mail Order Finance UK is strictly prohibited.

12. Order acceptance

We may not be able to accept your order, or part of your order, due to one of the following reasons: Authorisation of your payment failed or we made a pricing or product description error.
Please note we are only able to deliver to UK postcodes and are unable to deliver to Eire or any other none UK country and will not be able to accept your order.

Download the terms & conditions.


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CUSTOMER ENQUIRIES: 0344 482 8888 Lines are open Monday to Friday, 9am to 5:30pm. ORDER BY PHONE: 0844 482 2345* Lines are open 7 days a week, 8am to 8pm. *Calls to this number cost 7p per minute plus your company’s access charge.
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All prices including VAT. Delivery cost is £5.99 per order.