General Policies

How to order

Orders are made as normal through the website, however payment is made for your order on delivery or pickup via cash or cheque only. Please bear with me as I navigate payment gateways to accept payments online. 

Service areas

At the moment my pieces are available only in Antigua. Through the website, when ordering, you can choose whether you want local delivery ("shipping") for a small fee, or local pickup for free.

Other than online, find a selection of my products in special locations around the island. See my retail partners as well as any upcoming pop-up events I'll be attending, here.

Processing

Orders for pieces in stock are usually packed and ready within 24 hours of order on weekdays. Orders made before 12pm on weekdays are available on the same day.

Custom or personalised pieces take 3 - 5 business days to complete. You will be notified when the order is ready. 

Returns, refunds, exchanges and repairs

Ultimately, I want you to be absolutely thrilled with your piece. If you got your piece and it doesn't fit or look right, let's chat - we can arrange a return or exchange. Same if you were gifted a piece - if you prefer something else we can arrange an exchange. Please ensure the piece is unused and in its original condition and packaging for returns and exchanges.

Personalized or custom pieces are a little trickier, and therefore cannot be returned or exchanged. However, custom pieces are walked through with me to ensure the final product is as desired.

In the unlikely event your item is defective upon receipt, the piece will be assessed and either a repair, exchange or refund will be offered.

While quality is at the forefront of my pieces, they are not indestructible. If your piece breaks within 14 days of purchase, a repair, exchange or refund may be offered after an assessment. Proper care of pieces is essential to their longevity and in some instances where neglect is evident, a repair or refund may not be available.

To request a return, refund, repair, or exchange, please email hello@monserrai.com.

Order cancellation

Orders can be cancelled up to 24 hours after being made. To cancel please email hello@monserrai.com with order number.

Any other questions?

I'm happy to answer any inquiries! Contact me on hello@monserrai.com.