Exchanges

If you’d like to exchange your MonarchTokyo.com order for a different style or color, please go to our Contact Page, using the Reason for Inquiry drop down menu select 'Exchange Request'.

You must request for an exchange from our returns department within 10 days or your order being marked as delivered according to our courier service.

RETURN POSTAGE. Please note, you will need to cover the cost of your return back to us. We recommend using a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels.

Returns / Refunds

Before shipping an item back to us, you must request a return authorization number (RA#) from our returns department within 10 days of receiving your order. To do this, please head to our contact page and in the Reason for Inquiry select 'Return Request' as the reason for your inquiry. This will ensure our returns department receive your request, rather than our customer care team. Make sure you include your order number in your email so that we can process your return quickly for you. 

Returns are handled on a case-by-case basis, whereas MONARCH TOYKO is found at fault for the return and/or refund. Not all orders are eligible for a return or refund.

Returns that are eligible for a refund will be given store credit only in the amount of the total order value. Postage is to be paid by the customer and must include a tracking number.

 

Start your return by:

  1. Go to our Contact Page 
  2. Choose "Exchange Request" or "Return Request" for your Reason for Inquiry
  3. Write product information of returning item(s) and reason.
  4. If approved, we will email you your RA# & Return Address
  5. Purchase postage, with tracking, at any desired post office and reference your RA#

 

We do not allow returns or refunds for the following:

  • Products received without an authorized RA#
  • Products purchased during a promotional sale period
  • Products received in a condition other than their original condition
  • Products without their tags attached
  • Products that appear worn or smell of perfume, deodorant or tan
  • Products that are marked or damaged in any way
  • Orders in which addresses are inputted incorrectly by the customer
  • Orders in which the customer forgot to enter their promotional code

Our returns department has the right to refuse a return if a returned item does not meet the above conditions. In this instance, the item will be returned to the address on the original order.

 

Where Is My Refund?

We will process the refund to your original form of payment within two (2) business days we receive your MonarchTokyo.com return.

Once we process the return and send you a confirmation email, your refund will be issued as soon as possible. The timeframe depends on the payment method.

  • Credit card or debit card refunds may take up to five business days to post to your bank, then up to two billing cycles to appear on the bank statement.
  • Gift card and product voucher refunds may take up to 24 hours to process. You can check your balance online.
  • PayPal refunds may take 7-10 business days to post.

 

Refunds are issued to the original payment method. If you purchased your order with multiple payment methods, the refund is first applied to the credit card, debit card, or PayPal account up to the original amount charged, then to the gift card or product voucher.

 

Store Credit

Store credit will be emailed to you via original email provided as a gift card. Store Credit cannot be transferred to another person or account. Please treat Store Credit like Cash. Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due. Store credit never expires. Store credit is provided in U.S. Dollars. Your use of the Store Credit constitutes your agreement to our Terms.

 

The Wrong Item Sent

We apologize for the mistake. You must request for an exchange from our exchange department within 10 days or your order being marked as delivered according to our courier service. 

 

Cancellations

An order cannot be canceled once it has been packed for shipment. We are unable to change the shipping address or cancel an order once it has been shipped. Orders canceled before they have been packed will receive a full refund in the form of store credit. 

 

Faulty Items

If you believe an item you've purchased is faulty, head to our Contact Page and select 'Exchange Request' from the drop-down menu and let us know as many details as you can about the fault. We will then request images of the fault before providing you with an outcome. You submit this request within 10 days or your order being marked as delivered according to our courier service.

 

Extended Returns – Holiday Orders

If you make a purchase as a gift for Christmas from 1 December to 19 December, you are more than welcome to return your order up until 31 January. 

 

Final Sale

All sale items and personalized items are FINAL SALE.

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