Returns & Exchanges

Your perfect fit is our promise.

Shop with complete confidence. If the fit isn't absolutely perfect, our hassle-free 7-Day Exchange Policy ensures you'll find your perfect pair without stress, without complications, and without compromise.

We understand that buying footwear online requires trust. That's why we've designed our exchange process to be as simple and painless as possible. We stand behind every pair we sell.

Our 7-Day Exchange Policy

From the date your order is delivered, you have 7 calendar days to request an exchange if:

  • ✅ The size doesn't fit as expected
  • ✅ You received a different size or colour than ordered
  • ✅ Your item arrived with a manufacturing defect or damage

We offer size exchanges and product exchanges we do not currently offer cash refunds except in the case of items that cannot be replaced or are confirmed defective beyond use.

We want you to love your Monalisa Footwear. If something isn't right, we will make it right.

Eligibility Conditions

To qualify for an exchange, your item must meet the following conditions:

✅ Eligible for Exchange:

  • Unworn and in original condition
  • No signs of use, scuffs, or sole wear
  • All original packaging intact (box, tissue, accessories)
  • Exchange requested within 7 days of delivery

❌ Not Eligible for Exchange:

  • Items worn outdoors or showing visible use
  • Items damaged due to misuse, negligence, or improper care
  • Items without original packaging
  • Items purchased on final sale or clearance (marked as non-exchangeable at time of purchase)
  • Exchange requests made after the 7-day window

How to Request an Exchange

The process is simple. Follow these steps:

Step 1 — Contact Us Within 7 Days Reach out to our team via WhatsApp or email within 7 days of receiving your order. Include:

  • Your order number
  • The item you wish to exchange
  • The reason for the exchange
  • Your preferred replacement size or product

Step 2 — Receive Exchange Approval Our team will review your request and confirm eligibility within 1–2 business days. We'll send you exchange instructions and a return address.

Step 3 — Return the Item Pack your item securely in its original packaging and send it to our address. Please use a tracked shipping method — Monalisa is not responsible for items lost in transit during return shipping.

Exchange shipping costs: For exchanges due to sizing preference, return shipping is at the customer's expense. For exchanges due to incorrect items or defects, Monalisa covers all shipping costs.

Step 4 — Receive Your Exchange Once we receive and inspect your returned item (typically within 1–2 business days of receipt), we will dispatch your exchange order immediately. You'll receive a new tracking number.

Received a Damaged or Defective Item?

We take quality seriously. If your Monalisa shoes arrive damaged or with a manufacturing defect, we sincerely apologise and will resolve this immediately.

Contact us within 48 hours of delivery with:

  • Your order number
  • Clear photographs of the damage or defect (full product + close-up of issue)
  • A brief description of the problem

We will send a replacement at no cost to you, including all shipping. No questions asked.

Received the Wrong Item?

If you received a different style, size, or colour than what you ordered, please contact us within 48 hours of delivery. We will:

  • Arrange collection of the incorrect item at our cost
  • Dispatch your correct order immediately
  • Upgrade your shipping to express where possible

We are deeply sorry for any fulfilment error and will prioritise your resolution above all else.

Sizing Exchanges — A Special Note

We know that finding the perfect fit in footwear isn't always straightforward, especially when shopping online. That's why we encourage you to consult our Size Guide before placing your order.

For sandals and platform styles, we generally recommend:

  • Narrow feet: Size down half a size
  • Wide feet: Size up half a size
  • Between sizes: Size up for sandals with straps

If you're still unsure, WhatsApp us before ordering our team will personally help you select the right size.

Contact Our Exchange Team

We're here to make this effortless.

📧 Email: monalisa.official.footwear@gmail.com
💬 WhatsApp: +94 76 663 2541 (fastest response)
🕐 Response Time: Within 24 hours, Monday–Saturday

At Monalisa, an exchange isn't a transaction, it's our commitment to making sure you love what you wear.