Moni Lisa wants to guarantee the maximum satisfaction and tranquillity when purchasing. If the customer will be unfortunately unsatisfied, Moni Lisa guarantees the return of the items by and no later than 14 days since the delivery date. The Customer will receive a refund which will include Moni Lisa’s standard delivery costs.


The delivery costs for the returns are paid by the costumer. The standard prices are as set out below:

Italy: 20 Euro

Europe: 30 Euro



To place a return the customer must fill in, within 14 days since the delivery, the form in the “Contact us” section of Customer Service, selecting the object “Return & Refund request”.  The message must contain:

  • Order Number;
  • Code and number of the item to return;
  • Reason of the return (This has the only purpose of improving Moni Lisa’s services)


Moni Lisa’s Customer Service will answer with the return confirmation and the relating instruction. The Customer can freely schedule a pickup by the carrier, provided that it will occur within 2-7 working days since the return confirmation. We will send to the Customer a further email containing the pick-up date confirmation, along with the return label and the instruction to prepare the parcel that will be collected by the carrier. Moni Lisa reserves the right to deny returns placed or communicated after the fixed term. Before placing a return, the Customer must ensure that the items should not have been damaged, and that any labels, package should be intact.

The returned items, if not accepted, will be sent back to the sender.




It can take up to 14 days for the refund to be fully processed. The refund will be credited to the payment method used when purchasing the returned items. This can take up to a maximum of 14 days. For credit card refunds, the refund date will appear on the bank. For PayPal refunds, the Customer can define in the PayPal account whether the amount should be forwarded to its own bank account. For refunds on bank details, the refund will be credited via bank transfer.



Moni Lisa allows an exchange if the size of the product ordered does not fit the Customer. In this case, the Customer must fill in the form in the “Contact us” section, selecting the object “Product exchange Request”. The message must contain:

  • Order Number
  • Code and number of the item to return;
  • The size possessed by the Customer and the desired size.

Moni Lisa will be happy to satisfy the client when possible and according to our stock availability or to the possibility of manually modifying the manufactured product. If the exchange should not be possible, the Customer must proceed with the returns and refunds process.

If the exchange is due to other reasons or needs, unfortunately Moni Lisa will not be able to satisfy the Customer. The customer will then be asked to return the item and proceed with the new purchase.