Cancellation Policy
1. Scope & Purpose
This Cancellation Policy applies to all purchases made through Mon Élise.
It outlines the conditions under which you may cancel an order, how to request a cancellation, and what happens after cancellation is processed.
2. Cancellation Window
You may request to cancel your order within 24 hours of placing it.
After this 24-hour window, once your order has entered processing, packaging, or shipping, we may no longer be able to cancel it.
If your order has already been dispatched, cancellation is not possible. In that case, please refer to our Return Policy once the item arrives, if eligible.
3. How to Request a Cancellation
To cancel an order, please contact our Customer Support immediately via email at contact@mon-elise.com.
Include the following details in your email:
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Order number
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Full name
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A clear statement requesting cancellation
We will respond as soon as possible to confirm whether the cancellation is still possible.
4. Processing of Cancellation
If your cancellation request is accepted within the allowed timeframe, it will be processed promptly.
Any applicable refunds will be issued to your original payment method (e.g., credit/debit card, PayPal, etc.), unless otherwise agreed.
Please note that banks and payment providers may take several business days to process and post the refund to your account.
5. Cases Where Cancellation May Be Denied or Limited
Cancellation requests may be denied if:
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The order has already been shipped or is in transit.
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The item is custom-made, personalized, or made-to-order, and production has already begun.
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The order is fulfilled by a third-party partner or warehouse, and cancellation depends on their policies.
6. Partial Cancellations & Modifications
You may request changes to your order (such as size, color, or quantity) within the 24-hour window, subject to stock availability.
Partial cancellations (removing one or more items from a multi-item order) will be treated as individual cancellations for those items, and refunds will follow the same procedure.
7. No-Show / Non-Acceptance
If you fail to accept or collect your order from the courier or postal service, the order will be considered completed.
In such cases, return shipping or restocking costs may be deducted from your refund (if a return is eligible).
8. Refunds & Credit Notes
Refunds will be issued to your original payment method, unless otherwise agreed in writing.
If, for any reason, we are unable to refund to the original method, we may offer a store credit or another mutually agreed solution.
9. Policy Updates
We may update or modify this Cancellation Policy at any time.
Any changes will apply to new orders only. Orders placed prior to an update remain subject to the version of the policy in effect at the time of purchase.
10. Contact Us
If you have questions or need assistance regarding cancellations, please contact us:
📩 Email: contact@mon-elise.com
🕘 Business hours: Monday–Friday, 9:00 AM to 7:00 PM (UK time)