Returns and Refunds
Every PAULINE piece is handmade, and we want you to love yours. If it isn't right, you have 15 days.
Email us at support@paulinemonaco.com before sending anything back. Returns shipped without authorization cannot be processed.
The window
- 15 days from delivery to submit your return request
- 7 days from approval to ship the piece back to us
How to return
- Email us at support@paulinemonaco.com with your order number and the reason for return.
- Receive your authorization. We reply within one business day with a return authorization and full instructions.
- Ship it back via UPS or DHL only. These are the only carriers we can accept. Keep your tracking number.
Because each piece is high-value, we recommend inspecting your order as soon as it arrives and contacting us straight away if anything is not as expected.
Return conditions
Your piece must arrive back with us:
- Brand-new, unused, and undamaged
- In its original packaging
- With all tags, labels, and security seals intact
Made-to-order and personalized pieces cannot be returned or exchanged once opened.
Items that do not meet these conditions cannot be accepted.
Return shipping
Return shipping is covered by the customer. Cost is $20–$50 depending on your location and the piece being returned.
Refunds
Once your return reaches us and passes inspection, your refund is processed within 5–10 business days to your original payment method. Original shipping charges are not refunded.
Your bank or payment provider may take additional time to post the funds. If your refund has not appeared after 30 days, email us and we will resolve it with you.
Questions before you return something? Write to support@paulinemonaco.com — we answer within one business day.