CURATED WITH LOVE AND SHIPPED WITH CARE

FAQ

Orders

Can I order without registering?

Yes, during the purchase process you have the possibility to create an account or not; it’s up to you. However, we advise you to create an account if you wish to find the history of your orders and your tracking numbers easily and at any time.

Can I place an order outside of Europe?

For the moment, the site only offers deliveries in Europe. If you wish for a product to be delivered outside of Europe, you can contact us at: [email protected] with your exact delivery address and the list of products you would like. We will then see what we can do.

When will my order be processed?

Your order will be processed within 2 working days following the order validation date.

How do I know if a product is back in stock?

A product you want is no longer in stock? To be alerted as soon as this product is back in stock, fill in your email on the product page and you will receive a notification in your mailbox as soon as this product is back in stock.

Why haven't I had my order confirmation email?

Sometimes confirmation messages can take longer than expected to arrive in your mailbox. However, if you have not received confirmation within 24 hours, you can contact us at: [email protected].

Can I change my existing order?

If your order has not yet been shipped, you can modify its content by contacting our services at: [email protected].

How do I track the progress of my order?

Most of our references are sent with carriers who will provide you with a tracking number. However, some very large parts require special carriers who cannot provide you with a tracking number. If you have any doubt about the progress of your delivery and you do not have a tracking number, please do not hesitate to contact us.

What if something is missing or broken when my product arrives?

If a product is missing or broken on arrival, you can contact customer service at: [email protected] In the case of a broken product, please send us a photo of the item in question. Our services will analyze your request and propose a solution to replace or refund your items.

My order or part of my order hasn't arrived

Not all products are shipped at the same time and from the same place, so everything may not arrive at the same time. Depending on our suppliers, some products may have a longer delivery time.  If your order or certain products have not arrived within the time indicated, you can contact customer service at: [email protected]

Payments & promos

Is the ordering process secure?

Our site uses SSL technology to encrypt and secure data transfer. This is the most advanced technology currently available to secure online transactions. Moreover, our payment system, Stripe, is one of the market leaders at the moment and therefore our site is PCI DSS certified.

What payment methods can I use?

You can choose to pay by credit card or PayPal. If you encounter any problems with online payment, please do not hesitate to contact our team at: [email protected].

How do I obtain a VAT receipt?

All prices shown are inclusive of VAT. If you would like a detailed invoice showing VAT, you can write to us at: [email protected].

Can I be exempt from VAT?

If you wish to pay with a European company and you wish to be exempt from VAT, you can place your order by email at: [email protected] indicating your intra-community VAT number.

How do I use my voucher?

If you have a promotional code, you will be able to enter it at the basket validation step, before payment.

Delivery & shipping

Where is my order?

Once your order is shipped, you will receive a tracking code or link to track your package by email. Once you have received these items, you will be able to track the status of your deliveries. If your order has been shipped and you have not received the information to track its status, you can contact customer service at: [email protected]

It's been longer than the estimated lead time and I still haven't received my order. What should I do?

We’re sorry your order is taking longer than expected. We do our best to ensure that all orders are processed and delivered on time, but sometimes it can take slightly longer than expected. If you are in any doubt about the delivery of your order, please check the status of your order using the tracking number you have been given.

How do I know when my delivery will arrive?

Our products are not all shipped from the same place, so delivery times are not the same for all products. You will find the delivery times for each product on the product page, in your shopping cart summary and in your confirmation messages. Once the products are shipped, you will receive a tracking number to follow the progress of your deliveries and find the date when your packages will be delivered to you.

Can you delay my delivery?

If you wish to place an order but do not want it to be delivered right away, you can contact us at: [email protected] to let us know the desired delivery date.

Can I change my delivery address?

If you wish to change your delivery address, please write to us at: [email protected] as soon as possible after the validation of your order.

How will my item(s) be delivered?

Depending on the type of product and the place of departure of the shipment, the delivery companies we use may vary. Once your order is placed, you will receive the company name and tracking number for each package.

Where do you ship to?

We deliver within the entire Schengen area. However, if you wish for a delivery outside the Schengen area, you can contact us at: [email protected] with your exact delivery address and the list of products you would like us to deliver. We will then see what we can do.

I was absent for my delivery and I couldn't receive it.

If you were not present when your order was delivered, you should have received a note telling you how to reschedule your delivery. If you have not received a note, simply contact the carrier with your tracking number. If you do not have a tracking number, you can contact us at: [email protected].

Can I have my order delivered to a different address to my billing address?

After confirming your shopping cart, you will have the possibility to fill in a different billing address than the delivery address.

Am I going to have to pay customs, duty or taxes?

All our products are shipped from European countries, so you will not have to pay any taxes if you wish for your product to be delivered to a European country. If you want a delivery outside of Europe, taxes and customs will be at your expense.

How does furniture delivery work?

The furniture is delivered by special carriers who will deliver the furniture directly to your home. However, we invite you to carefully measure the entrances to make sure that the furniture will be able to fit into your home. If the furniture does not make it into your home for this reason, this will be your responsibility and neither the carrier nor Mono The Store can be held responsible.

Returns & refunds

I placed an order online and I want to return a product.

Returns or refunds are offered for defective or damaged goods in transit. However, if you wish to return the goods for personal reasons, the shipping costs will be at your expense.

Can I exchange an item?

We do not offer product exchange. If you wish to exchange a product that you have ordered, you can return it to us and place a new order.

Which products cannot be returned?

Consumable products such as cleaning or body care products cannot be returned if opened.

My item isn't as described.

Many of the products we offer are handmade, so they are not always all the same and are therefore not perfectly identical to the photo. When this is the case, we always try to indicate this on the product sheet. If you don’t want to keep a product, just send it back to us.

Personal account & personal information

What if I change my mind about receiving your communications?

If you no longer wish to receive emails from us, simply click on the “unsubscribe” button located at the end of each of our emails.

What exactly is personal data?

Your personal data is the data you provide us when using our services. This could be, for example, your name, contact information, postal address or IP address.

For what reason do you use my data?

For more information on the use of your data, you can visit our privacy policy.

How do I change my personal details?

To change your personal information, you have to go to the tab “my account”. In order to access this tab, you must first login to your account.

How can I exercise my rights for my personal data?

You have the right to access, modify or delete your personal data at any time. To assert your rights, you can contact us at: [email protected].

Can I see my order history?

You can access all your orders placed in the “Orders” tab of your account.

Do I need to create an account to place an order?

You do not need to create an account to place an order. You can choose to make a purchase as a guest.

I forgot my password, what should I do?

If you have forgotten your password, you can click on the “forgotten password” button in the login tab of your account.

Can I save items I like without adding them to the shopping cart?

You can save products by using the Wishlist.  To add a product to your Wishlist, simply click the heart icon next to the product image.

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Minimalist concept store

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Mono The Store

Minimalist concept store