FAQs

MONA is a curated UK marketplace. You browse independent boutiques, add items to one bag, and check out once. Each boutique prepares and ships its own items. MONA provides the storefront, secure checkout and customer support layer — we don't make the clothes ourselves.

You buy from the independent boutique named on the product page. MONA hosts the marketplace and processes payment, but the boutique is the seller and fulfils your order.

Boutiques on MONA are independent sellers we onboard and verify for payouts. Listings are curated to our marketplace standards. If an item arrives significantly different from its description, wrong, or damaged, you can open a dispute from your order — covered under MONA Purchase Protection.

Yes. Add pieces from as many boutiques as you like and pay once. Items from different boutiques may ship separately, each with their own tracking when dispatched.

MONA is curated, not crowded. Boutiques are verified, listings meet presentation standards, and checkout is secured with Purchase Protection when something goes wrong. The homepage is built for shopping discovery — cultures, boutiques and new arrivals — with the story of why we exist on our About page.

Delivery times depend on the boutique and the shipping option shown at checkout or on the product page. Most UK boutiques dispatch within a few business days; made-to-order pieces can take longer. Check the listing and boutique details before you buy.

MONA is built around UK boutiques and UK delivery. International shipping depends on each boutique's own fulfilment setup. If a listing or checkout doesn't offer your destination, that boutique currently ships within the areas they support.

Once a boutique dispatches, tracking is added to your order. Sign in, open Account, then your order to see status and tracking details.

Only verified buyers can review, and only after the order is marked as delivered. Open the order from Account → Orders, then leave a product review for each item and a boutique review for each shop on that order. You can add a star rating, title, written review and up to five photos, and edit or delete your review later. Your Account page also reminds you when delivered pieces are waiting for a review.

Change-of-mind returns (fit, colour, no longer wanted) are handled only by the boutique — MONA does not process them. Check the return window, exchanges and postage on the product page before you buy. Issues like non-delivery, damage, wrong item or significant misdescription are covered by MONA Purchase Protection, which is separate from boutique change-of-mind policies.

Report it as soon as you can from your order page, with clear photos. Damaged or faulty items fall under MONA Purchase Protection. We may ask the boutique for their side of the story before deciding on a refund or resolution.

If the product is significantly different from the listing, open a dispute from your order with photos and a short explanation. MONA reviews evidence from you and the boutique under Purchase Protection.

For change-of-mind returns, postage is set by the boutique and shown on the listing — MONA is not involved. If MONA upholds a Purchase Protection claim (for example wrong or damaged item), return postage expectations are confirmed as part of that resolution.

Yes for change-of-mind returns. Each boutique sets window, exchanges and postage on the product page — MONA does not process those requests. Registered business sellers must offer 14- or 30-day change-of-mind returns on standard products (made-to-order and personalised items can be exempt). Individual sellers have more flexibility. MONA Purchase Protection for non-delivery, damage, wrong item and serious misdescription is always platform-wide.

At checkout you can pay with major debit and credit cards and other payment methods available on MONA for UK purchases at the time you buy.

Yes. Checkout is protected with SSL/TLS encryption. MONA does not store your full card number — payment details are handled securely by our payment infrastructure.

You are charged when you complete checkout and payment succeeds. Your order then moves to the boutique for fulfilment. Refunds, when approved, are issued back through the original payment method.

Create a seller account on seller.shopmona.uk, verify your email, add your boutique details, then complete identity and payout verification. Once that's done you can open your dashboard and start listing.

Boutiques receive earnings through MONA after they dispatch. Verification confirms identity and bank details so we can pay you securely and meet UK payment requirements. Everything stays on MONA — you complete verification inside your seller dashboard.

Business sellers can publish listings once payout verification forms are complete — there is no separate MONA admin gate before you enter the dashboard. MONA may still review restricted categories or flagged products as a platform responsibility.

No first-listing review. After email verification, Stripe verification and boutique onboarding, listings that meet MONA's quality rules (title, description, images, category, price and similar checks) publish immediately. Customers can report a listing from the product page; MONA reviews reports in the admin moderation queue and may hide or remove listings.

Sign in and open Account settings to update your profile and password, or Addresses to manage delivery details.

No. MONA is the marketplace. The boutique named on each product is the seller and fulfils the order. MONA provides the platform, checkout and Purchase Protection framework.

From your order page you can open a dispute if something went wrong. MONA may request evidence from you and the boutique (photos, tracking, delivery confirmation). We review fairly. Where a refund is appropriate under Purchase Protection, MONA may refund you and recover the amount from the seller's connected payouts. See Returns & Purchase Protection.