All items sold are strictly non-refundable due to hygiene purposes. We are not liable for any lost mail. In any cases of item(s) received is/are: damaged or not your order Do contact us by dropping us an IG DM or email us with your order number and a screenshot of it. We will get back to you within the next 3 working days. Any additional costs incurred for delivery will be paid by us. Inspection of returned items(s) will be done to check the condtions of the item(s). If item(s) are found to be in normal conditions, any requests for exchange/refund will be rejected. In cases where parcels are returned due to: incorrect or invalid or incomplete address we will contact you via email/IG DM on the follow up actions. Additional costs for delivery will be paid by you and Monserene is not liable for the additional costs incurred.