Returns

Would you like to exchange or return an order? Follow these 4 simple steps.

If you are not satisfied with the product, you can exchange or return it within 30 days of receipt, without giving a reason. After notifying us (registering the return), you have an additional 14 days to actually return it.

1) Check whether your order meets the stated conditions:

As our products are covered by our hygiene policy, they cannot be returned once they have been used or the seal has been broken. Each order will be delivered in a clear sealed bag with a warning sticker, so you can easily determine whether the product meets your expectations without breaking the seal. This allows you to safely decide whether to return the order or whether it meets your expectations.

In addition to opened products, custom-made sex dolls are also excluded from the right of withdrawal. Sex dolls are custom-made when, for example, a customer requests changes to the makeup, hair, eyes, or other special options, including non-standard gel breasts.

2) Register your return via https://MonicaM.montareturns.com/

Enter the last 4 digits of your order number (for example, 1123) and the email address you used when placing the order.

Then you can easily print a return label in just a few minutes.

In our returns portal, you can easily choose a carrier to ship the items with. Please note: prices may vary by carrier depending on capacity, weight, and shipment value.

3) Pack the items as securely as possible, preferably in the original packaging, and include the return form.

4) Drop off the package at the post office and make sure it has a Track and Trace code. As the sender, you are responsible for delivery, and we want to avoid misunderstandings.

Once we have received the package, we will make sure the refund is credited to your account within 6-14 days.

Returns are processed and/or assessed as quickly as possible, no later than 14 days after the package arrives at our warehouse.

PLEASE NOTE:

We reserve the right to withhold part of the refund if the return is damaged or returned incomplete.

So be sure to open your order carefully and avoid unnecessarily damaging or tearing open the box.

In the event of a change or cancellation request:

Please understand that our customer service is not available 24 hours a day to process order changes.

This means that we do our utmost to honor cancellation requests, but we cannot always guarantee they will be processed in time, especially when an order has already progressed further through our system.