Support

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Returns and exchanges

What is your Return/Refund/Exchange policy?

Don’t worry, returns are easy! We will gladly accept any unwashed and unworn merchandise in its original condition within 14 days of your purchase date for refund or within 30 days of your purchase date for exchange. We will not accept any damaged merchandise due to improper care or worn items. Shipping charges are nonrefundable.

If you receive a damaged or defective item, please email us at hello@wearemona.com.

What is your Order Cancelation policy?

Orders placed in error may be canceled at any time prior to shipment for a full refund. Once an order has shipped our normal Return/Refund/Exchange policy applies.

How do you process returns/exchanges? What is the cost of return shipping?

If you are exchanging an item within the domestic US, you may use our pre-paid USPS Return Shipping Label. If you are returning an item we do not cover the cost to ship back the return. We do not cover return or exchange shipping costs for International orders at this time.

If you are exchanging an item, you will first be refunded to your original method of payment for the merchandise you are sending back, and then an entirely new order, at no shipping cost, will be charged to that same payment method for your exchange, unless otherwise instructed. Separate confirmation e-mails will be sent to the e-mail you provided at checkout for your refund and exchange order.

International Orders do not qualify for free return/exchange shipping.

If you are returning/exchanging an order with a promo code applied, please see Vouchers, Coupons, and Promotional Offers below.

How long does it take my return/exhange to be processed?

Once we receive your return/exchange in the mail, it can take up to 10 business days to process. You will receive a confirmation e-mail once your return/exchange is made, and the refund will be returned to your original form of payment.

I received an e-mail confirmation for my refund - why isn't it showing up in my card?

Refunds are credited to your original form of payment, unless otherwise instructed. Please allow up to one billing cycle for your refund to reflect accurately in your account.

Why was I not refunded for the shipping on my original order?

Shipping charges are non-refundable.

Warrantee

What if I have a problem with my purchase?

It's all good! Mona covers any apparent malfunctions or defects in material or workmanship under warranty for ninety (90) days from the original purchase date. Apparel and accessories are only covered when purchased from an authorized dealer. The apparel warranty covers defects in materials and workmanship, but does not cover damage caused by normal wear and tear, accidents, improper care, or negligence. If a product is qualified under our warranty, Mona will repair or replace the product with an existing comparable style.

Voucher, Coupons and Promotional Offers

I purchase a voucher deal with another website (i.e., Living Social, Groupon, etc.) and I'm trying to use the voucher number/promotional code. Why isn't it working?

Any voucher number/promotional code purchased from another website may take up to 48 hours to become active in our system. Once valid, these voucher numbers/promotional codes cannot be combined with any additional promotional codes or discount offers and can only be used with non-sale items. If you'd like help placing your online order with your voucher/promotional code, we are more than happy to help. Please email us at hello@wearemona.com.

I want to use my voucher number/promo code, but one of the items I want to puchase is on sale?

Unfortunately, we cannot offer a further discount on an already-discounted item. If you would like to purchase a sale item, and use a voucher/promo code on other full-priced items, you will need to place separate orders, or we can help you do this over the phone. Please email us at hello@wearemona.com for assistance.

What if I need to return/exchange something that I used with a voucher deal/coupon code?

Please see Returns & Exchanges. If you are making a return, we will gladly refund any amount you have paid over your voucher/promo code minus shipping. If you are returning only part of your order, any amount left unused must be forfeited. If you are returning your entire order, your voucher number/promo code will be reactivated for use, with its original restrictions applied.
If you are exchanging part of your order, any amount leftover from your voucher number/promo code will be applied to your exchange order. If you are exchanging your entire order, you will be refunded for whatever you have paid over your voucher and the voucher/coupon will be applied to your exchange order. Please note that vouchers such as LivingSocial and Groupon deals are only good for one exchange. No exceptions.

Why wasn't I refunded for the cost of my voucher deal/coupon code when I returned my order?

We are unable to refund any amount purchased through another website. Any voucher deal/promotional code purchased from an outside source (i.e., Living Social Groupon, etc.) can only be refunded by the company you paid for the voucher/promo code from.