FAQs

General

Order can be done through Shopee or see How to Order

Order can also be done through multiple apps such as LINE & WhatsApp. Our friendly MONO Assistant is happy to assist with your order and answer any particular questions.

We provide fitting information for each sizes which can be found in our product details.

Changes to an order can be made with proper reasoning and need to be done before order has been shipped. Adding items to an existing order will not be possible, but we welcome you to place new order for any additional pieces. Further information can be found in our Return Policy.

Product Availability

Sizes which are available/unavailable will be shown in MONO’s website.

Yes, you can ask to be notified if the item is available again through LINE or WhatsApp.

Payment Methods

  • Transfer through online banking (provide proof of transfer)
  • Transfer through ATM Machine (provide proof of transfer)
  • Visa
  • Mastercard
  • Transfer

Shipping

MONO is based in Surabaya, Indonesia, which means your shipping charges may differ depending on your location. Further information can be found in our Shipping Method.

Yes, if you are located in Surabaya, Indonesia. We offer same day delivery using Go-send. Items will only be delivered between working hours (9am – 5pm).

Once your order has been completed and confirmed, your item will be packaged and sent with the particular shipping method you have chosen. Delivery will normally take 1-7 days after dispatch. Further information can be found in our Shipping Method.

Order

Your order will be packaged personally by our MONO Assistant and carefully packaged in our special packaging. We ensure your product to be delivered in great condition.

Yes, you may be able to collect your order by yourself from a convenient location, but confirmation on collecting your order must be made beforehand with our MONO Assistant, through LINE or WhatsApp.

Returns & Refunds

Refunds will only be done within 14 days after items delivered, if there are any defects on our products or legitimate reasons.

We recommend our customers with defective items or incorrect sizes/styles to exchange their items with a new one. It can be done by contacting our MONO Assistant through LINE or WhatsApp. Further information can be found in our Return Policy

*Free shipping will be given for the return of defective items. However, the shipping fee for exchanging sizes/design will be charged to the customer.

Simply follow these 3 steps to prepare your item:

  1. Place any unwanted items in the original packaging.
  2. Tape the packaging as how it originally arrived.
  3. Label the package with the return address provided by our MONO Assistant.

For further information, contact our MONO Assistant through LINE or WhatsApp.

Refunds will be issued within 14 working days after we receive returned item. To ensure your refund to be successful and as fast as possible, please follow our guideline and ensure all items meet the conditions of our Return Policy.

While we offer free returns for the return of defective items, the original cost will not be included in your refund.