FAQ

In our stores you have the possibility to return the goods within 14 days. Please note that you can only return the goods to the store where you purchased them. Items that you have purchased in our stores cannot be returned in our online shop.

In order to keep an overview, the amount of the returned item will be refunded via the chosen means of payment as soon as possible. In the case of a purchase on account, the invoice will be reduced accordingly or cancelled in the case of a complete return.

Everyday life asks a lot of us power women. In order to avoid additional stress, you have the option of returning the goods conveniently and free of charge within 30 days of purchasing them. In our stores you can exchange the goods you have purchased there within 14 days on site, upon presentation of the receipt.

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.

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.

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!

You will not receive a new invoice directly from us after a return. Instead, the return amount or equivalent credit will be deducted from the total amount of your original invoice. The adjustment of the payment will be made by your chosen payment service provider, who will inform you accordingly about the updated invoice amount.

Shipping costs are € 3.90. The returns are free of charge for you.

No. If your order is returned in full, the shipping costs will be credited/refunded to you together with the amount of your return using the payment method you have selected. However, the refund of shipping costs is not possible for a partial return.

An incomplete or damaged delivery is very annoying and should not happen. Avoiding this is our top priority and the top priority of our shipping partner DHL. Should you nevertheless receive an incomplete or damaged delivery, please contact our customer service department immediately. Please keep the box so that DHL can investigate.

You can provide us with your shipping address conveniently during the ordering process. Once you have selected your desired items, simply click on the basket icon and go to the checkout. In the checkout area there is a section where you can enter your shipping address. Very simple. In this way, we ensure that your order arrives at the right place

Of course, you have the option of creating a different delivery address, provided the delivery address is in Germany. This gives you flexibility when it comes to delivery, for example if you want to send your order to a work address or to friends and family.

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.

The invoice for your online purchase will be sent to you automatically with the dispatch confirmation. Once your order has been dispatched, you will receive an email containing the invoice as an attachment in addition to the shipping confirmation.

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.

With us you can shop as you like without a minimum order value.

So, you’ve found the perfect item and even secured a voucher code to match? To redeem a voucher code, perform the following steps:

1. Select your desired item(s) and add them to your basket
2. During checkout or in the basket itself, you will find a box labelled “Voucher code”. Please enter the relevant code here.
3. 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!

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.

After your purchase, did you decide that you would like to cancel the order? We’re sad to hear it. If your order has not yet been packed in our logistics department, we can still cancel the order. Please contact our customer service department directly via our contact form or by phone.

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.

It is unfortunately not yet possible to order items from the monari online shop for collection at a monari store.

We would like to offer you a diverse assortment from basic to high fashion in the monari stores as well as in the monari online shop. The assortments may differ slightly. However, if you have found your perfect item in the online shop and this is no longer available in the monari store, please contact our colleagues in the stores. We will then deliver the item to the store free of charge, so you can pick it up there within the next 3-4 working days. Of course, you can take the time to try the item on first and then decide whether you want to buy it.

We cannot accept returns or complaints from items that have not been purchased in our monari online shop. In the event of any returns or complaints, always contact the contractual partner from whom you made your purchase. In this case, we would ask you to return your items to the place where you bought them.

In our monari stores you have the possibility to make a selection of items. You can then try on the selected items at home in peace. Simply return the selection to the store within the next 10 days and pay for the items you want to keep. To do so, you must be registered as a customer with us.

Our monari VIP programme was introduced to provide our loyal customers with special benefits and an exclusive shopping experience. The only prerequisite for becoming a VIP customer is an annual purchase volume of at least €2,000. As an exclusive VIP customer, we will gift you an item of your choice.

Use our size advisor, which recommends your ideal size for each item after you have entered your data, thus avoiding unnecessary returns.

Please check your cookie settings: You will only see our size advisor if you allow it.

The more data you provide to the size advisor, the more accurate your size recommendation will be. All information about your gender, height, weight, age and body shape enables us to estimate your body measurements. These are compared with the exact item data for each of our products in order to recommend your optimum size based on the data.

No, you only need to enter your data once. The size advisor uses this as a basis to show you a recommendation for every product you are interested in - regardless of the product group, whether top or bottom

Your data is 100% anonymous, it is not stored anywhere and is never passed on. You can find more information on this in our detailed privacy policy.

No. Only the session ID with which we recognize you as a user is saved. If you delete your cookies, the data you have entered will also be deleted and you will have to enter it again for a size recommendation.

It’s great that you want to subscribe to our newsletter. You can easily register with your email address for the newsletter and always stay up to date.

We’re sorry to hear that you don’t want to receive our newsletters any more. Here you can easily unsubscribe from the newsletter with the corresponding email address to which our newsletters have been sent so far. It is very important to us that you as a customer are satisfied with monari. If there is anything we can do to improve your time with monari, please contact our customer service team with your feedback.

Our newsletters are usually sent once or twice per week. The aim is to provide you with regular information about relevant news and offers without overwhelming you.

You can contact our customer service at contact@monari.com. We will be happy to answer your inquiries as quickly as we can.

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 contact@monari.com or contact us via the contact form and we will process your request as soon as possible. Thank you for your understanding.

Our aim is to provide you with the best possible service at monari. The contact form offers you a convenient way to contact us quickly, for example, in the event of requests concerning your order, a return or a complaint. It is specifically designed to collect all the relevant information at once to enable us to process your request as quickly as possible. And all this without much effort on your part!

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.

To change your access data, please log in to your personal customer account. Then select the User data area, where you will find the option to edit your access data via the pen icon. If you have any questions, please do not hesitate to contact us.

Have you moved? Or would you like us to send future monari parcels to another address? No problem! To change your address, please log in to your personal customer account. Then select the User data area, where you will find the option to change your address via the pen icon for your next delivery or deliveries. If you have any questions, please do not hesitate to contact us.

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.

You can enter your voucher code either in the shopping cart or in the last step of the ordering process. There is a special input field for this purpose.

The possibility of redeeming several voucher codes in one order depends on the conditions of the codes.

It is not possible to subsequently enter promotional codes, e.g. for free items or discounts, for a completed order. The codes have a limited validity period.

Please check the entry of the voucher code. Is there perhaps a space before or after the code, have the conditions not been met or was the code only redeemable in a certain period?