MONICA & JOE
Delivery information
Standard Delivery £9 or free on orders over £175
Can you deliver to a different address than my billing address?
Yes, you can specify your preferred delivery address when you place your order.
Where do you deliver?
We deliver to most postal areas in the UK mainland. We reserve the right not to deliver orders if we believe the address is not secure; for example, to a communal postal address or PO Box. If this affects your order, we will notify you as soon as possible.
How long does Delivery take?
UK Mainland
We aim to deliver your purchase the next working day on the UK mainland if ordered by 3PM, and the following working day if ordered after 3PM.
Please ensure that the address entered is the one at which the goods can be received the following working day between 8am and 6pm if ordered before 3pm, and the next working day after that if ordered after 3pm.
Our nominated courier is City Link and we deliver Monday to Friday 8am to 6PM, excluding weekends and public holidays.
UK Non Mainland
We will do our best to deliver in two working days from the day that the order is placed, please ensure that the address given is one where the goods can be received between 8am and 6pm within that time period.
Are there any places where delivery might take longer?
There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescale.
What if I'm not in when you deliver?
Your order will be delivered anytime between 8am and 6pm and a signature will be required on receipt.
If you are not around to take delivery of your order, you can contact the carrier directly to rearrange or the carrier will leave a calling card informing you how to rearrange your delivery.
How can I track my order?
If you have any questions about the status of your delivery, please email customercare@intudigital.co.uk.
Orders are generally delivered between 8am and 6pm.
Refunds and Returns
Refund policy – FREE Returns
What should I do if I no longer want the goods I ordered?
We offer a free returns service within the UK mainland should you like to return your purchase for an exchange or a refund. You have the right to cancel your order for a full refund or exchange within 7 days of placing your order by emailing us at customercare@intudigital.co.uk.
For items that have not shipped it may be possible to cancel the despatch, for items that have shipped these will need to be returned to our warehouse. Purchases need to be returned to us within 14 days of receipt of your order, it will be at the discretion of Monica & Joe whether to accept your return outside of this period.
To exchange or return your purchase please email us at customercare@intudigital.co.uk or phone us on +44 (0) 207 960 1360 to obtain a RETURNS NUMBER (RTN No:), giving the reason for your return. Within your delivery there will be a Despatch Note with all of your order details, that is yours to keep, and a Returns Form to complete and send back with any items to be returned for refund or exchange.
We offer free returns within the United Kingdom through the Royal Mail Response Standard Service.
On receipt of the returned item, and in accordance with our refund policy, we will notify intu.co.uk to refund the payment card the price paid for the item. You will receive an email confirming that the refund has been actioned and your card credited.
What should I do if I have received the wrong item, or the item is faulty?
In either event, please return, as above, the relevant item to us for a full refund. On receipt of the returned item, we will notify intu.co.uk to refund the payment card the price paid for the item.
What should I do if you have not sent me one of the items I ordered?
In this event, please contact our customer service team from 9am to 5.30pm Monday to Friday (excluding UK public holidays) at customercare@intudigital.co.uk or +44 (0) 207 960 1360.
What is the procedure for returning an item to Monica & Joe?
UK Returns
1- All items must be returned unworn, in the original packaging with designer garment tags still attached, worn, damaged or items without tags may be returned to the customer.
2- Obtain a Returns Number by contacting us on customercare@intudigital.co.uk or +44 (0) 207 960 1360, and complete the Returns Form, we cannot accept returns without this completed form.
3- Remove the Royal Mail Returns Sticky Label from your Delivery Note and attach to your return, which should be in the original box, securely sealed.
4- Take parcel to a post office and request a Certificate of Posting as proof that Royal Mail have received your parcel, in the event that the parcel is lost we will not be able to credit you without this proof.
Our Returns Address is:
Monica & Joe
C/O International Logistics Group Ltd
Unit 2d Gatwick Gate Industrial Estate
Lowfield Heath
Crawley
RH11 0TG
How can I exchange an item?
We can only offer exchanges for a different size of the same style, we can however offer a credit note voucher code once we have received your return for you to use to purchase an alternative style. Please indicate whether an alternative style is required when requesting the Returns Number when emailing us at customercare@intudigital.co.uk.
For exchanges, please follow the returns steps, completing the Returns Form and indicating the alternative size required. Once we receive the returned item we will despatch the exchange to you the next working day free of charge if we have this in stock, otherwise we will inform you by email that the item is sold out and notify intu.co.uk to issue you a full refund. If you require your exchange to be delivered to a different address to your original delivery, then please inform us of the new address by email at customercare@intudigital.co.uk when requesting the Returns Number.
How do I receive a refund?
We will notify intu.co.uk to issue a refund to the original card through which the item was purchased and will refund the entire amount including shipping costs.
Can I return a gift purchase?
If you have received your item as a gift, it can be returned for an exchange for an item of the same value or more, you will need to pay the cost difference and any shipping costs or taxes that may apply.
Refunds will only be made to original card through which the item was purchased.
Returning Goods
This Part sets out the terms that govern your right to return any Goods that you do not want to keep.
When we deliver your Goods to you we will include a returns slip, and information on how to return Goods to us. If you want to return any items you must complete the returns slip and enclose this with the items you are returning. You must obtain a Returns Number by contacting us on customercare@intudigital.co.uk or +44 (0) 207 960 1360, and complete the Returns Form, we cannot accept returns without this completed form.
You can, at any time within 7 days of receiving Goods from us, cancel your contract and return any Goods to us. You must then, within 14 days of receiving the Goods, return the Goods to us by sending them in a securely wrapped parcel to Monica & Joe C/O International Logistics Group Ltd, Unit 2d Gatwick Gate Industrial Estate, Lowfield Heath, Crawley RH11 0TG. We offer a free postal returns service on UK only sales when any Goods purchased are returned. In order to take advantage of this service, please follow the instructions on the delivery note enclosed with the Goods. Once you decide to return the Goods you must not use them and must take reasonable care of them while they remain in your possession. The Goods must be returned to us intact, undamaged as soon as reasonably possible. We will notify intu.co.uk to refund to the payment card the price paid for the Goods returned.
Your rights under this Part are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.
Nothing under these terms and conditions affects your statutory rights.
General terms relating to our relationship with you
This Part sets out some general terms that govern our relationship with you and purchases by you.
We will not be responsible for the performance of any obligations under these terms and conditions in the case of an event outside of our reasonable control, including (but not limited to) strikes, lockouts, failures of third party systems or networks, acts of god, fire, earthquake, storm, flood or other natural disaster, civil unrest, acts of terrorism, deliberate sabotage of or malicious damage to equipment or data or for damage to or destruction of premises or equipment.
We warrant to you that any Goods purchased from us on intu.co.uk are of satisfactory quality and reasonably fit for all the purposes for which products of the kind are commonly supplied.
Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Goods you purchased and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
This does not include or limit in any way our liability:
(a) For death or personal injury caused by our negligence;
(b) Under section 2(3) of the Consumer Protection Act 1987;
(c) For fraud or fraudulent misrepresentation; or
(d) For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us, including but not limited to loss of income or revenue; loss of business; loss of profits or contracts; and loss of anticipated savings.
All notices which we need to give to you under these terms and conditions will be sent by us to your registered e-mail address.
These terms and conditions set out the entire agreement between you and us in respect of the sale, purchase and use of the Goods. They supersede any previous agreement or understanding in relation to the subject matter hereof. They may only be varied where separately agreed in writing between you and us.
If any provision of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions (and the remainder of the provision in question) shall be unaffected.
The interpretation, construction, effect and enforceability of these terms and conditions shall be governed by English Law unless as a matter of law you are entitled to rely on the laws of your country of domicile as a consumer.
You and we agree to submit to the exclusive jurisdiction of the English courts for the determination of disputes for customers in England, and the Scottish courts for customers in Scotland. For all other customers unless as a matter of law you are entitled to bring or defend an action as a consumer in your country of domicile, you and we submit to the exclusive jurisdiction of the English Courts.
The intellectual property rights in all software and content made available to you on or through the Website is our property or the property of our licensors and all such rights are reserved by us and our licensors. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on the Website nor may you use any such content in connection with any business or commercial enterprise.
Monica & Joe is a trade mark belonging to us and no licence or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks which are colourably similar without our written permission.
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