Client Services

Check your confirmation and dispatch emails first. If you cannot find them, check spam or contact us using the email address used at checkout. You do not need to create an account to ask for help.

Contact us with your order number as soon as possible. We will check whether the order can still be cancelled; cancellation is not guaranteed once preparation or dispatch has begun.

If you are unable to locate your order confirmation, please check your spam or junk mail. If you are still unable to locate the email, please contact Client Services.

Use the tracking link in your dispatch email. If tracking has stopped updating, the delivery date has passed, or the parcel is marked delivered but missing, contact us with your order number and what tracking shows.

Returns

Returns must be requested within 14 days of delivery.

Once your return has been approved, the item must be sent back within 14 days.

Returned items must be:

• unworn and unused;
• in their original condition;
• returned with all tags attached; and
• returned in their original packaging where reasonably possible.

We reserve the right to reduce or refuse a refund where an item has been worn, used, damaged or handled beyond what is reasonably necessary to inspect it.

Customers are responsible for arranging and paying for the return of their order.

Return shipping costs are non-refundable unless the item is faulty, incorrect or not as described, or where applicable law requires otherwise.

Refunds

Refunds are calculated from the amount paid for the returned item(s), less any applicable courier, return or external charges associated with the order.

Original delivery charges are non-refundable unless reimbursement is required under applicable consumer law.

Once your return has been received, please allow 5–7 business days for it to be inspected and processed.

Approved refunds will be issued to your original payment method. You will receive an email confirmation once your refund has been processed.

International Orders & Failed Delivery

Customers are responsible for providing a complete and accurate delivery address and for ensuring that they are available to receive or collect their order.

Where an international order is returned to Monsieur la Fleur due to:

• missed or unsuccessful delivery attempts;
• failure to collect the parcel;
• refusal of delivery;
• non-payment of applicable duties, taxes, tariffs or customs charges; or
• an incorrect or incomplete address supplied by the customer,

any courier charges incurred in fulfilling or returning the order may be deducted from the refund, where permitted by applicable law.

Customers wishing to have a returned order sent again will be required to pay a new shipping charge.

Refunds for returned-to-sender parcels will only be processed once the parcel has been received back by Monsieur la Fleur and inspected.

Promotional Items

Promotional items may be returned subject to the same conditions set out in this policy, unless the item falls within an applicable legal exception.

Made-to-Order & Customised Items

Products made specifically to your requirements, or clearly personalised or customised, are not eligible for change-of-mind returns.

Where Monsieur la Fleur agrees, at its discretion, to accept the return of a customised item that is not faulty, a fee of up to 40% of the item's purchase price may apply.

This does not affect your rights where an item is faulty, damaged, incorrect or not as described.

Faulty or Incorrect Items 

If you receive an item that is faulty, damaged, incorrect or not as described, please contact us as soon as possible.

Where required by law, Monsieur la Fleur will cover reasonable return costs.

UK & EU Right of Cancellation

Nothing in this policy affects your statutory consumer rights.

Where an eligible UK or EU customer exercises their statutory right to cancel an online purchase within the applicable cancellation period, they may be entitled to a refund of:

• the purchase price of the eligible returned item(s); and
• the cost of our standard delivery service, where required by law.

Customers are responsible for arranging and paying for the return of change-of-mind items.

This statutory cancellation right is separate from parcels returned to us because of missed delivery, failure to collect, refusal of delivery, non-payment of customs charges or an incorrect delivery address.

If you receive an item that is faulty, damaged, incorrect or not as described, please contact us as soon as possible.

Where required by law, Monsieur la Fleur will cover reasonable return costs.

We aim to review your request by email within 1–2 business days. If approved, we will send return instructions. After the parcel reaches us, allow 5–7 business days for inspection and processing. We will email you when an approved refund has been processed; your payment provider controls when it appears.

Share the product name or link and your question using the Customer Support form. For care guidance, refer to the care label supplied with your item.

Contact us with your order number as soon as possible. We will check whether the order can still be cancelled; cancellation is not guaranteed once preparation or dispatch has begun.

Select Careers in the Customer Support form and introduce yourself. 

Include a link to your portfolio in your message.

Include your order number if relevant and describe your enquiry in the form below. Please use the email address associated with your order.