HOW DOES THE WEBSITE WORK?
THE MONO brings together the world’s most innovative designers from across the Globe. We are a marketplace, so although you place your order through us, your products will be sent directly from our wonderful Designers. It may be that you have ordered a number of goods from multiple Designers so the delivery time for each product will vary depending upon location, item and whether any personalisation is required. All delivery times are displayed on the Designer’s Product Page and at Check Out.
WHY IS IT THAT SOMETIMES THE PRICING IS NOT ROUNDED UP?
You may think some pricing looks a little random in that we never round up. The reason for this is that we constantly review and adjust our pricing from Local Designers in line with the latest exchange rate to offer you the best value.
WHAT SHIPPING OR CUSTOM CHARGES DO I HAVE TO PAY?
Whether you order from one or multiple Designers, shipping is already included in the price by Designer. Please note, import charges may apply if importing from a Designer outside of your home country or economic region. On the product page, you will be able to identify where the Designer is shipping from and work out if this applies to you.
I HAVE A QUESTION ABOUT A PRODUCT, WHO SHOULD I CONTACT?
If you have a question about a certain product, you can liaise directly with our Designers by using the ‘Ask a Question’ tab, found within the product page.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
THE MONO accepts all major credit cards including Google and Apple Pay.
WHAT ARE THE DELIVERY TIMES PER ORDER?
Designers aim to dispatch most orders within 1-2 business days of receipt. On average, delivery of your purchases is 7-12 days.
CAN I OPT FOR A FASTER DELIVERY SERVICE?
Some of our Designers ship items via a courier service as standard, whereas others may only ship via a standard delivery service which may take longer. Select Designers may also allow you to upgrade to a speedier courier service at check out. If a courier service is available, this will be advertised on the Designer’s product page.
WHERE’S MY ORDER?
As we source products from across the globe and orders are delivered directly from our Designers to you, delivery times may vary by product. Most of our Designers offer a tracked delivery service and you can find the tracking details by logging into your account and going to ‘My Orders’, or if you checked out as a Guest you can pull the tracking details from the ‘Shipment Notification’ sent out by the Designer when the item was dispatched.
CAN I TRACK MY ORDER?
For all products that offer a tracked delivery service, you can find these tracking details by logging into your ‘Account’ and clicking on ‘My Orders’. You can also pull the tracking details from the ‘Shipment Notification’ sent out by the Designer when the item was dispatched.
WHY AM I RECEIVING MULTIPLE DELIVERIES FOR ONE ORDER?
As we source our products from multiple Designers across the globe, and they ship directly to you, you may receive multiple packages for one order. But then again who ever complained about receiving more than one gift?
WHAT HAPPENS IF MY ORDER DOESN’T ARRIVE?
If an item hasn’t arrived, please first log into your account and retrieve the ‘tracking details’, if there are any. If so, you will then be able to keep track of where your order is. If a product hasn’t been tracked and it’s taken longer than the time specified on the relevant product page on the site, please contact the Designer directly, by going to ‘Ask a Question’ on the product page.
AM I OR THE PERSON I SEND THE GIFT TO REQUIRED TO PAY CUSTOM/IMPORT DUTIES?
If import duties are applicable, these will be incurred by you. On the product page, you will be able to identify where the Designer is shipping from and work out if this is likely to apply to you. It’s worth familiarising yourself with your local custom rates too and identifying the threshold rates on where tax will be applied. If you need any advice, please feel free to contact the Designer for further information.
CAN I RETURN AN ITEM?
You can return or exchange any item* within 14 days from receipt of delivery.
If you wish to return a product, you will need to:
Contact the Designer directly and inform them of your order number and the item you wish to return.
Arrange to ship the product back to the Designer direct, using a trackable and signed for delivery service. This cost will need to be incurred by you, unless the Designer agrees otherwise.
Once a return has been received and accepted, the Designer will arrange for a refund back to the original payment method (this may take up to 30 days to appear on your statement), or for a credit note to be issued for the NJAL website.
Items returned must be in their original condition.
Products not eligible for a return or exchange, include:
• Personalised items or items made to order items;
• Products marked “sale”;
• Personal products such as earrings and hair accessories;
Items that are often specially commissioned for the Buyer. (“Closed-out products”) and
• Gift Vouchers
• Any refunds will be credited back to you using your original payment method. If the item was a gift, you will be offered a store credit.
WHAT HAPPENS IF MY ORDER IS DAMAGED?
If a product is faulty (which we are pleased to say is rare), then our Designers will do their utmost to fix the situation and will offer a replacement or full refund.
You will simply be required to take photo proof of the faulty product and the packaging it arrived in within two days of receipt of delivery and send the photo directly to the Designer.
Any refunds will be credited back to you using your original payment method. If the item was a gift, you will be offered a store credit.
CAN I PLACE AN ORDER AND GET THE ITEMS DELIVERED TO A DIFFERENT ADDRESS?
Yes, you are able to select an alternative address to your billing address at checkout. So if you would like to send a gift directly to a loved one simply change the shipping details at checkout.
WHERE DO YOU SHIP TO?
We ship globally, although certain items may not be available to select destinations due to shipping or contractual constraints.