FAQ
Find clear, helpful answers about Moncelia, from sizing and comfort to shipping and returns. We’re here to make your experience simple, reassuring, and stress-free.
GENERAL INFORMATION
Q: What makes Moncelia different?
A: Moncelia is curated for women who want to feel comfortable, confident, and put-together, without sacrificing ease. We select pieces with flattering fits, soft fabrics, and thoughtful details that work with your body, not against it.
Q: Who is Moncelia for?
A: Our collections are curated for women who value comfort, confidence, and effortless style. Whether you're dressing for everyday wear, travel, or special moments, our pieces are chosen to support you.
Q: Who operates Moncelia, and where do orders ship from?
A: Moncelia is an online store operated by Turmat Group VOF, a company registered in Belgium (VAT BE1020121581, Liersstraat 1/11, 3600 Genk). We sell to customers in Canada, and orders are fulfilled through our international fulfilment partner in Shenzhen, China. Full details are in our Shipping Policy.
Q: How can I contact customer support?
A: You can reach us at info@moncelia.com or through our contact page. We typically respond within 24 hours on business days.
PRODUCT & SIZING
Q: How do I choose the right size?
A: Most product pages include a size chart with measurements. We recommend checking your bust, waist, and hip measurements for the best fit. If you're between sizes, we usually suggest sizing up for comfort. If a chart is missing for the item you want, email us and we'll send the measurements.
Q: Are your clothes true to size?
A: Most of our pieces run true to size, and many include stretch or relaxed cuts for ease of movement. Fit can vary between styles, so we recommend checking the size chart on the product page before ordering.
Q: What if I carry weight in my midsection or arms?
A: Many of the styles we carry feature details such as flowy silhouettes, stretch fabrics, and sleeve coverage to help you feel comfortable and confident.
Q: Are your clothes easy to care for?
A: Most of our items are machine washable and made for everyday wear. Always check the care label for the best results.
SHIPPING & DELIVERY
Q: How long does shipping take?
A: Orders are processed within 1–3 business days. Delivery typically takes 5–10 business days within Canada.
Q: What does shipping cost?
A: Standard shipping within Canada is free, with no minimum order value.
Q: Do you provide tracking?
A: Yes. Once your order ships, you’ll receive a tracking link by email so you can follow your delivery.
Q: What if my order is delayed?
A: While most orders arrive within the expected delivery window, occasional delays can happen. If your package has not arrived within the expected timeframe, contact us at info@moncelia.com and we’ll be happy to assist you.
Q: What if I receive the wrong or damaged item?
A: Please contact us within 30 days of receiving your order and include your order number and photos of the item. We’ll work to resolve the issue quickly with a replacement or refund, as applicable.
RETURNS & EXCHANGES
Q: What is your return policy?
A: You can return eligible items within 30 days of delivery, provided they are unworn, unused and in their original condition. Full conditions are in our Refund Policy.
Q: How do I start a return?
A: Email us at info@moncelia.com with your order number, and we’ll guide you through the return process step by step. Please wait for our return instructions before sending anything back.
Q: Do you offer exchanges?
A: Yes. We offer size exchanges if you need the same item in a different size. Contact us at info@moncelia.com within 30 days of receiving your order, with your order number and the size you would like. The item must be unworn, unused, and in its original condition. As with standard returns, the cost of sending the item back is the customer's responsibility.
Q: Who pays for return shipping?
A: For returns due to size, fit, preference or change of mind, return shipping is the customer’s responsibility. If the item you received is damaged, defective or incorrect, we cover it, contact us before returning anything.
Q: How long do refunds take?
A: Once your return is received and inspected, refunds are processed within 7 business days. Please note that your bank or payment provider may require additional time for the refund to appear in your account.
Q: Can I cancel or change my order?
A: Contact us at info@moncelia.com within 24 hours of ordering. After that the order may already have entered processing and can no longer be cancelled.
