Refund policy

This Returns Policy explains how returns, exchanges, refunds, and store credit work for purchases made directly with Monte & Lou.

1. Scope (Where this policy applies)

This policy applies to:

purchases made through the official Monte & Lou online store
purchases made at the Monte & Lou Avalon store (see Section 9)

Purchases made through stockists/other retailers must be returned to the original place of purchase (see Section 10).

2. Returns Window (Online)

Online orders may be returned within 30 days of purchase, subject to the eligibility conditions in Section 4.

3. What you can receive (By item type)

Full-price items (online):

refund to the original payment method, or
exchange (subject to availability), or
store credit

Sale items / promotional purchases (online):

exchange or store credit only

Final Sale items (online):

not eligible for return or exchange, except where required by law (e.g., a fault)

Store credit is issued to your Monte & Lou customer account (or as otherwise advised).

4. Return Eligibility & Hygiene Conditions

For hygiene reasons, swimwear must be returned in original condition:

unworn and unwashed
unaltered
with original tags attached
with the hygiene liner intact
free from marks, odours, or signs of wear (including makeup, deodorant, tanning products, perfume, or detergent)

When trying on swimwear, please wear undergarments at all times.

Monte & Lou reserves the right to decline returns that do not meet these conditions.

5. Exchanges (Online)

Exchanges are subject to stock availability. If your requested size/colour/style is unavailable, we may offer an alternative option in line with this policy (for example, store credit).

6. Return Shipping (Online)

Customers are responsible for arranging and paying return shipping, unless the item is confirmed faulty or Monte & Lou agrees otherwise in writing.
We recommend using a trackable shipping service. Monte & Lou cannot be responsible for returns lost or delayed in transit.

7. Assessment, Processing & Timing (Online)

Once your return is received, assessed, and approved:

Refunds: processed to your original payment method (timing varies by payment provider/bank)
Store credit: issued to your account
Exchanges: dispatched after approval (subject to availability)

We may contact you if additional information is required to process your return.

8. Returns Outside Policy

Returns received outside the 30-day window, or items that do not meet the eligibility requirements in Section 4, will not be accepted. Where practical, unaccepted items may be returned to you.

9. Avalon Store Purchases (In‑Store)

Items purchased at the Monte & Lou Avalon store must be returned to the Avalon store.

Refunds are not available for in-store purchases (unless required by law, e.g., a fault).
We offer 30-day returns for exchange or store credit with proof of purchase, provided items are unused and returned with original tags and hygiene liner attached.
For hygiene reasons, we may refuse returns that do not meet these conditions.

10. Purchases Made Through Stockists / Other Retailers

This policy applies only to purchases made through the official Monte & Lou online store and the Monte & Lou Avalon store. Items purchased from stockists or other retailers must be returned to the original place of purchase (including faulty returns), subject to that retailer’s policies and applicable consumer laws.

11. Faulty Items

If you believe your item is faulty, please contact Monte & Lou as soon as possible with your order number and clear photos (and/or a description) of the issue. We will assess the claim and, where appropriate, provide a remedy in line with applicable consumer laws. Remedies may include repair, replacement, store credit, or refund depending on the issue.

12. Wear, Tear & Care (Not considered a fault)

Monte & Lou uses premium fabrics and dyes; however, some materials are delicate by nature. General wear and tear, or damage caused by care/handling (including pilling/pulling, loss of elasticity, colour fading/running, chlorine exposure, rough surfaces, or incorrect washing) is not considered a fault.

Please follow the care instructions provided with your garment.

13. Duties & Taxes (International Orders)

Customs duties, taxes, and import charges are not covered by Monte & Lou and may apply depending on your country.

14. Contact

For return, exchange, or fault enquiries, please contact Monte & Lou using the contact details listed on our website. Please include your order number for faster assistance.