Refund policy

 

Malaysia & Singapore

We accept returns and exchanges within 14 days of receiving your parcel, provided that:

  • The item is unused, unworn, and unwashed
  • Original tags and packaging are intact
  • You can present proof of purchase (receipt or order number)

To request a return or exchange:

  1. Email monicaquen.onlinestore@gmail.com or contact us via direct chat with your order number and reason for return.
  2. Our team will advise you on the next steps and return address.

Return shipping costs are borne by the customer, unless the item is defective or incorrect.

Non-Returnable Items

  • Accessories (scarves, belts, brooches, etc.)
  • Sale and discounted items
  • Altered or customized garments
  • Gift cards

Damaged or Incorrect Items

If you receive an item that is defective, damaged or incorrect, contact us within 3 days of delivery with clear photos and your order number. We will arrange  replacement or refund, including return shipping costs.

Refunds & Processing

Refunds are issued via store credit once the item passes inspection. Please allow 7–10 working days for processing.

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at monicaquen.onlinestore@gmail.com or contact us via direct chat.

 

North America | United States

Due to high international shipping costs and customs regulations, we are unable to accept returns or exchanges for orders shipped to the US.

Please ensure measurements and details are reviewed carefully before purchase.
If you need clarification on fabric, fit, or style, our team is happy to assist prior to checkout via our direct chat function on our store.

Exceptions (if applicable)

If an item arrives damaged or incorrect, please notify us within 3 days of delivery with clear photos and your order number.
We may offer a replacement, store credit, or partial refund after review.


Contact

For order support:
📩 monicaquen.onlinestore@gmail.com or contact us via direct chat

🕓 Monday – Friday | 10:00 AM – 6:00 PM (GMT+8, Malaysia Time)