SHIPPING & RETURNS POLICY
Latest update: January 2026
About Shipping and Returns Policy
Monn's Atelier is committed to ensuring a seamless shopping experience from the moment you place your order to the day it arrives at your doorstep. This shipping and returns policy is applicable to the placement of orders on our website, the shipping process, return procedures and other aspects of the business related to the shipment and delivery of our products to our customers.
"We", "our", "us" is used in reference to Simona Todorova as a Belgian-registered company, operating also with the commercial name Monn's Atelier.
This shipping and returns policy also includes references to Intime B.V. (Netherlands) as our service provider of choice to fulfill the shipping of our orders. References to Deutsche Post AG, Germany, are also included as the main delivery provider. Other delivery service companies referred to in this policy are mentioned with the general term "other delivery services".
1. Shipping Method and Processing Time
When a customer places an order on our website, they should normally receive an order confirmation email automatically from our website, via Shopify. This is an automatic action performed by the Shopify platform.
As noted in our Term and Conditions, we accept the customer's order once we receive their payment in full, which can occur a few days after your initial order placement due to payment processing times. As soon as we have received the payment, we send the customer a digital B2C invoice via email to the email address they provide at checkout. We then process the order: prepare it, package it and ship it.
We send out all orders to our shipping service provider of choice Intime B.V., who then fulfill the shipping process further via our delivery service of choice Deutsche Post AG. The delivery of the parcel will be done by Deutsche Post AG and/or other delivery services as part of their network, and depending on the delivery address the customer has provided.
The total time from the moment a customer places an order on our website, to the moment it has been dispatched may take between 1 and 2 weeks, due to the reasons listed above.
The time it takes for a parcel to arrive from the moment it has been dispatched is determined by the delivery service provider. We currently only offer the option Deutsche Post Untraced, which means the customer does NOT receive a tracking link to their parcel. The customer should normally receive an email once the parcel is dispatched, and another update(s) before or at arrival. However, in case of any delivery issues, the path / history can be tracked internally.
2. Shipping Destination
We currently offer shipping only within Europe to countries members of the European Union. This includes all following 27 countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
3. Shipping Cost
We currently offer free shipping to all shipping destinations noted above in point 2. When you place an order online on our website, as a customer you do NOT have to pay anything extra for shipping. This is applicable only to the initial shipment of the order we make from us to the customer's provided address, and not applicable to any other shipping that may occur after the initial shipment. Any other shipping costs must be covered by the customer.
4. Shipping Delays
Shipping times are estimates and may vary due to factors beyond our control, such as delivery service delays or other reasons.
5. Missing Order
If you have placed an order with us and have not received it / it is missing, please contact us here by filling our the contact form and selecting "Inquiry About a Missing Order". We will do our best to look into the tracking of the order, identify the issue, locate the parcel and provide a solution.
If your package has arrived at a local post or courier pick-up location and you have not picked it up in the provided time frame, the package will be send back to us. If you would still like to receive your products in such a situation, contact us here and select "Other".
If your package never arrived, please consult the information below mentioned under: Refund for Missing Order.
6. Return and/or Refund Request
RETURN AND REFUND OF NON-DAMAGED PRODUCTS:
If you have placed an order with us and you would like to request to return the order (or some product(s) of the order) and to be refunded due to your own personal choice to return it and not due to the items arriving in a damaged state, please note that this is only possible if all of the following criteria is met:
- the products you ordered did not arrive in a damaged state
- you have not used the product(s), therefore the original packaging and/or tags is still attached to the product(s) and available to be sent back
- you contact us and let us know your request within 5 days of receiving your package, and provide proof of date of delivery
- you send the product(s) back to us and they arrive in a good state and containing all packaging and/or tags
- you cover the cost of the return shipping
You can be refunded ONLY for the price of the product(s) you have returned and respective to the amount of products you return, therefore either the full amount of products from the order, or only some of them.
Contact us here by filling our contact form and selecting "Return/Refund Request for Non-Damaged Item(s)" and also attach photographs of the damages and damaged product(s).
RETURN AND REFUND OF DAMAGED PRODUCTS:
If you have placed an order with us and would like to request to return the order and to be refunded due to the products arriving damaged, please note that this is only possible if all of the following criteria is met:
- the products you ordered arrived in a damaged state
- you have not used the products, therefore the original packaging and/or tags is still attached to the product and available to be sent back
- you contact us and let us know your request within 5 days of receiving your package, and provide proof of date of delivery
- you have provided photographs of the damage(s) and damaged product(s)
- we have identified the cause of the damage (e.g. production error, packaging error, shipping)
- you cover the cost of the return shipping
You can be refunded ONLY for the price of the product(s) you have returned and respective to the amount of products you return, therefore either the full amount of products from the order, or only some of them.
Contact us here by filling our contact form and selecting "Return/Refund Request for Damaged Item(s)" and also attach photographs of the damages and damaged product(s).
REFUND FOR MISSING ORDER:
If you have placed an order with us and have not received it, and would like to request to be refunded, please note that this is only possible if all of the following criteria is met:
- the package never arrived at your address, or at a neighbour's address, or a tick-up location
- you contact us and let us know that your order never arrived, and we look into the tracking internally
- it is identified by us and our shipping and delivery providers that the package did indeed get lost during shipping and never reached the delivery address or the approximate area
Contact us here by filling our contact form and selecting "Refund Request for Missing Order" and also attach photographs of the damages and damaged product(s).
7. Return and/or Refund and/or Re-sending Eligibility
Simona Todorova reserves the right to evaluate, accept and/or deny a return and refund request in any circumstances. This relates to both to products received by the customer in a non-damaged and/or damaged state, as well as re-sending packages that were not picked up by the customer originally, and other possible circumstances.
8. Changes to Shipping and Returns Policy
Simona Todorova reserves the right to update this shipping and returns policy at any time, for any reason. The latest version will always be available on our website, with the update date noted at the top. Continues use of the website constitutes acceptance of the policy.