Refund policy

Return & Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Made-to-order pieces are final sale. Because each made-to-order bag is crocheted by hand specifically for your order, we cannot accept returns or exchanges on made-to-order items or any piece with custom color selection. In-stock bags listed on the site are eligible for returns under the policy above.

To start a return, you can contact us at refund@moniquevsantos.com. If your return is accepted, we'll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Returns should be sent to: Monique Santos Handmade, 183 Arlington Blvd, North Arlington, NJ 07031, United States.

You can always contact us for any return question at refund@moniquevsantos.com.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items Certain types of items cannot be returned, including made-to-order pieces, and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or custom products.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at refund@moniquevsantos.com.