Refund Policy

At Mon Amie, we offer returns in accordance with applicable consumer protection laws. Your statutory rights are not affected by this policy.

For eligible, non-personalised items delivered within the European Union, you may withdraw from your purchase within 14 days of receiving your item, without providing a reason.

We also offer an extended return period of up to 90 days from delivery, including the initial 14-day period, subject to the conditions below. This extended period does not apply to custom or personalised products.

Requesting a return

Eligible items must be unused, undamaged, and in their original packaging. Please provide proof of purchase, such as your order confirmation.

To request a return, email support@gethoopsie.com. Returns must be requested and approved before being sent. Items returned without prior authorisation will not be accepted.

Once your request is approved, we will email return instructions. We do not operate a public return address; return logistics are arranged by email to ensure correct processing.

Damages and issues

Please inspect your order upon delivery. If your necklace is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and resolve it promptly. This also applies to personalised necklaces.

Extended returns

For eligible returns requested after the initial 14-day period and within 90 days of delivery, items must be unused, unopened, and in their original sealed packaging.

Items that have been opened, used, or altered are not eligible during this extended period, unless defective or incorrect. We reserve the right to refuse returns that do not meet these conditions.

Return shipping costs are your responsibility unless the item is defective, damaged, or incorrect. We recommend a trackable shipping service, as we are not responsible for items lost or damaged during return shipping, except where applicable law requires otherwise.

Non-returnable items

• Custom or personalised products, including Morse code necklaces made with your chosen message, cannot be returned for a change of mind.
• Gift cards cannot be returned.
• Items used, altered, or damaged after delivery cannot be returned, except where your statutory rights apply.

If you are unsure whether your item qualifies, please contact us before requesting a return. These exclusions do not remove your rights if an item is faulty or incorrect.

Exchanges

We do not offer direct exchanges. For an eligible item, request and complete an approved return, then place a new order. Personalised items remain subject to the exclusions above.

European Union — right of withdrawal

For eligible items delivered within the European Union, notify us by email within 14 days of receiving the item to exercise your right of withdrawal. Custom or personalised products are excluded from the change-of-mind withdrawal right, where permitted by law.

You may open an eligible product to inspect it as you would in a physical store. If it has been used beyond what is necessary to establish its nature, characteristics, and functioning, we may reduce the refund to reflect any loss in value.

Return the item in its original condition and packaging with proof of purchase. Return shipping costs are your responsibility unless the item is faulty. Nothing in this policy limits your rights under applicable law.

Refunds

Once we receive and inspect your return, we will notify you whether your refund is approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional processing time.

If more than 15 business days have passed since approval, email support@gethoopsie.com.