Returns & Exchanges
Our returns policy is designed to give you confidence when shopping online. If something isn’t quite right, you can request a return or exchange within 30 days.
Online Orders
Please take care when trying on items and wear undergarments at all times.
All items must be returned in original condition: unworn, unwashed, with hygiene liners and original tags attached. Items showing signs of wear or washing (including makeup marks) will not be accepted.
Sale items are eligible for exchange or store credit only. Items marked 'Final Sale' are not eligible for return or exchange.
How to Return or Exchange
Step 1: Submit your return request
Visit your account and select your recent order. If your order has items eligible to return, select the 'Request return' button to get started.
Select the item(s) you’d like to return and choose a reason:
- For a return, select the most relevant return reason.
- For an exchange, select 'Wrong size' or 'Wrong colour' and include your preferred size/colour/style in the notes.
Step 2: We review your request
Our Customer Care team aims to review all return requests within 2 business days.
If you requested an exchange, we’ll contact you by email to confirm availability of an alternative size, colour, or style before approving your request.
Once your return request is reviewed and approved, you will receive return instructions via email.
Step 3: Pack your return
Follow the return instructions and pack your return securely in a delivery satchel. Please remove or cover any old shipping labels.
We encourage you to re-use the original satchel your order arrived in. Attach the new shipping label with the return address provided in your return instructions.
Step 4: Send your return
Lodge your parcel at the nearest post office or with your carrier of choice. We recommend using a trackable shipping service, as we can’t take responsibility for returns lost in transit.
Please note customers are responsible for arranging and covering the cost of return postage.
Step 5: Once your return is received
Once your return parcel is received and processed:
- Exchanges: items will be dispatched within 2 business days. You will receive a shipping notification when your new item is on its way.
- Full-price items: refunds will be processed to your original payment method.
- Sale items: store credit will be issued to your Monte & Lou account.
Any items returned outside the 30-day return period, or in a condition that indicates being worn or washed in any way (including makeup marks), will not be accepted for return.
Avalon Store Purchases (In-Store)
Items purchased at our Avalon store must be returned to our Avalon store.
Please choose carefully as refunds are not available for in-store purchases. We offer 30-day returns for exchange or store credit (with proof of purchase), provided the item is unused and returned with original tags and the hygiene liner still attached. In the interests of hygiene, we may refuse returns where these conditions are not met.
Our Returns Policy
For full details on eligibility, sale conditions, hygiene requirements, processing timeframes, and international duties, please read our Returns Policy.
