FAQ
Retoure
How can I return an item purchased from the online shop?
Do your ordered goods not fit, or do you not like them? No problem! Of course you have the option of returning the goods within 30 days free of charge.
The process is very simple:
- Your feedback is important to us! Please indicate your reason for returning the item on the return slip and put it in the parcel.
- Close the box securely using the adhesive tape intended for that purpose.
- There is a free returns sticker included in your parcel. Attach it legibly to the outside of the parcel.
- Next, bring the parcel to your nearest DHL packing station and we’ll do the rest.
How can I return an item from a monari store?
How will I get my refund for returns?
How long can I still return an item?
When will my return be credited/refunded?
We work hard to process your returns every day.
Once your return has arrived, it will be processed as soon as possible. The amount will then be automatically credited/transferred back to you via your chosen means of payment.
If after 14 days no credit has been received, please contact our customer service department.
Can I exchange one item in the online shop for another?
Currently, it is not yet possible to make an exchange instead of a return.
In this
case, we would ask you to return your goods and then place a new order.
What should I do if my item is defective?
Excellent quality, top-tier yarns and materials and a certain something – that’s monari!
If the item you ordered is defective or does not meet our quality requirements and standards, you can of course always make a complaint.
Use our contact form. Fill out this form and describe the defect as precisely as possible.
We will contact you regarding the next steps!
Will I receive a corrected invoice after my return?
Shipping
What shipping partner does monari use for delivery and how long does the delivery take?
It is very important to us to send your goods on time and in perfect condition.
We have had the best experience with our loyal shipping partner DHL for years.
Within Austria we deliver your order within 2-4 working days.
What are the shipping costs?
Do I have to pay the shipping costs when I return my entire order?
What can I do if I have received an incomplete or damaged delivery?
Where do I enter my shipping address?
Can I create a different delivery address?
How do I view the status of my delivery?
Of course, we would like to ensure that your delivery is tracked transparently and smoothly. To view the current status of your order, please log in to your customer account and proceed to the “Orders” section. There you will see clear information about the selected items as well as the current processing status of your delivery.
After dispatch, you can easily track your parcel via DHL. You will receive a shipment number by email, which you can use to view the current delivery status of your order directly on the DHL website. So you can always keep track of the location and the expected delivery date of your shipment.
Payment
What payment options does monari offer me?
In order to make your purchase convenient, flexible and uncomplicated, we offer a wide range of payment options:
How do I get the invoice for my online purchase?
Why am I not offered the option of paying with Klarna?
We are sorry that you currently cannot pay with Klarna.
Our payment service provider Klarna carries out a credit check before the purchase is processed. You are only permitted to pay using this method if this check has a positive result. There may be various reasons why your purchase has been rejected. In this case, please contact Klarna directly, or choose another means of payment.
Order
Can I order from abroad?
You can also place orders from abroad, provided that the delivery address is in Austria
Is there a minimum order value?
How do I redeem a voucher code?
So, you’ve found the perfect item and even secured a voucher code to match? To redeem a voucher code, perform the following steps:
- Select your desired item(s) and add them to your basket
- During checkout or in the basket itself, you will find a box labelled “Voucher code”. Please enter the relevant code here.
- Simply click on the “Redeem” button to activate the voucher code.
If you have difficulties redeeming your voucher code or if you have any further questions, please do not hesitate to contact our customer service team. We are happy to help you at any time!
Will I receive an order confirmation?
Yes, after completing your order, you will receive the corresponding order confirmation by email.
If you do not find the order confirmation in your regular inbox, please check your spam folder. In rare cases, these emails are mistakenly classified as spam.
If no order confirmation has been received, please contact our customer service team.
How can I cancel my order?
Why can’t I complete my order?
We are sorry that you are having trouble completing your order. There may be several reasons for this.
Please contact our customer service department directly. Our team will be happy to help you resolve any issues and ensure that your order can be successfully completed.
Stores
Where’s my nearest monari store?
We are delighted that you would like to visit us in one of our stores. Here you can get useful advice and indulge yourself to your heart’s content.
You can find your nearest monari store using our Shop Finder. Simply enter your place of residence and place a checkmark on Stores. You will then receive a list of all monari stores in your area. The nearest monari store will be displayed first. We look forward to your visit.
Can I order items from the online shop for collection at a monari store?
Does the online shop sell the same things as the stores?
Can I also send items that I bought from a retail partner or the monari store back to the online shop as returns?
Can I try on items from the monari store at home without having to buy them directly?
How can I become a VIP customer in the monari stores?
Size Guide
What is a size guider for?
The size guide is not displayed?
Do I have to provide all the data requested?
Do I have to enter my data again for each product?
Will my data be stored in my customer account?
Do I have to re-enter all my data if I log in with a different device, e.g. mobile?
Newsletter
What are the benefits of subscribing to the newsletter?
With a monari newsletter subscription, you're effectively part of the Exclusive Club.
You are among the first to hear about current trends, specials and promotions as a regular update. You will also receive information about the latest collections and news about monari.
How can I subscribe to the newsletter?
How do I unsubscribe from the newsletter?
How often will I receive newsletters?
Contact
How can I call the customer service department?
How can I email the customer service department?
When can I contact the customer service department?
You can reach our customer service department during the following times:
Monday to Friday: 8am to 6pm
Saturday to Sunday: 9am to 5pm
Outside of these times, you are welcome to send us an email to [email protected] or contact us via the contact form and we will process your request as soon as possible. Thank you for your understanding.
What can the contact form be used for?
Account
How can I create a customer account in the online shop?
We are delighted that you wish to become part of the monari family.
To create a customer account in our online shop, please proceed as follows:
- Under the Profile icon, click Create an account.
- Next, enter your personal information such as name, email address and password. The data will be kept strictly confidential.
- Please check the information you have provided and confirm the registration.
- You will then receive a confirmation email to validate your registration.
Your personal account is now set up and you can conveniently order items, track your order status and benefit from exclusive offers.
I forgot my password. What can I do?
No problem. If you have forgotten your password, you can easily request a new one. To do this, click on the Forgot password option on the login page. Enter the email address associated with your account and we will send you instructions to recover your password. Please also keep an eye on your spam folder if you can’t find the email right away.
If you need help with this, please do not hesitate to contact us.
How can I change my access data?
How can I change the address I entered?
How can I delete my customer account?
We’re sorry to hear that you want to delete your customer account. If you still decide to delete your account, you can do the following:
First of all, it is important that you are logged into your customer account. Then navigate to the user data and scroll to the bottom of the page. There you will find a field labelled “Delete account now”. Clicking on this box will open an additional query to check that you are sure you want to delete your account. If you confirm this query, your customer account will be irrevocably deleted.
If there is something that we can do to make you stay with monari for longer, please let our customer service know.