Refund policy
Last Updated: October 14, 2025
At MONA WIE, we want you to love your apparel purchase from our website, www.monawie.be. This Return Policy outlines the conditions under which you may request a refund or an exchange for items purchased online. As a Belgium-based company, we comply with European Union consumer regulations.
European Union 14-Day Cooling-Off Period
Under EU law, if your order is shipped within the European Union, you have the right to cancel your purchase within 14 days for any reason, without justification. This applies to online purchases. The item must be in the same condition as received—unworn, unused, with tags, and in its original packaging. You’ll need proof of purchase.
To exercise this right, contact us at ramona@monawie.be within 14 days of receiving your order. For approved cancellations, we will issue a refund to your original payment method within 10 business days of receiving and inspecting the returned item. You are responsible for return shipping costs unless the item is defective or incorrect.
Refunds (Where Applicable)
Refunds are only issued when required by EU law (e.g., during the 14-day cooling-off period or for defective items). If a refund is approved, it will be processed to your original payment method within 10 business days of receiving and inspecting the returned item. Processing times by your bank or credit card company may vary.
If more than 15 business days have passed since refund approval, contact us at ramona@monawie.be.
Exchange Policy
We offer a 15-day exchange policy, meaning you have 15 days after receiving your item to request an exchange.
To be eligible for an exchange, your item must be in the same condition as received—unworn, unused, with all tags attached, and in its original packaging. You’ll also need your receipt or proof of purchase.
To initiate an exchange, contact us at ramona@monawie.be. Approved exchanges must be sent to:
MONA WIE, Rue Americaine 32, 1060 Brussels, BELGIUM
If your exchange is approved, we’ll provide a return shipping label and instructions on how to send your package. Items returned without prior approval will not be accepted.
For questions about exchanges, please contact us at ramona@monawie.be.
Damages and Issues
Please inspect your order upon receipt and contact us immediately at ramona@monawie.be if the item is defective, damaged, or incorrect. We will evaluate the issue and arrange an exchange or, if required by law, another remedy.
Non-Returnable Items
The following items cannot be exchanged or refunded:
- Gift vouchers
- Made-to-measure or personalized items
- Sale or discounted items
If you have questions about a specific item, please contact us at ramona@monawie.be.
How to Exchange
To exchange an item, contact us within 15 days of receiving your order. Once your return is approved, return the item and place a new order for the desired item. We’ll guide you through the process to ensure a smooth exchange.
Contact Us
For any questions about this Return Policy or to initiate an exchange, please reach out:
- Email: ramona@monawie.be
- Address: MONA WIE, Rue Americaine 32, 1060 Brussels, BELGIUM