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01

Help! I am locked out of my account.

If you’re having trouble logging into your account, don’t worry!
You can re-set your password by clicking the ‘Forgot password?’ link when you are signing in.
If this doesn’t work, please Contact us. We are happy to help!

When I add an item to my shopping bag, does it guarantee I have the item?

Placing an item into your shopping bag doesn’t reserve the item.
In fact, the item could sell out if other customers place orders of the same product before you check out.
If this happens, we will notify you by email that we are unable to ship the item that you have ordered. And of course, you won’t be charged for it.

Where do I add my discount code?

The discount code is to be added in your shopping bag at checkout.

How many days do I have to return my items?

We’ve extended returns to 30 days for all stores and online returns. Read more about our return and refund policy here

02

How long will my order take?

Your order will normally leave our warehouse within one working day of placing your order.

Besides Standard delivery, we also offer Express delivery in some of our locations (1-2 working days) for an additional cost.

Should I except delivery delays due to Coronavirus?

At the moment we see slight delays with our online delivery time. We continue to work hard to minimise all disruptions and will update if the current situation changes. We thank you for your understanding in this situation.

How do I track and check the status of my order?

You can view the status of your order and track it under ‘My orders’ in the ‘My Account’ section.

03

Can I return items I bought?

Yes, we offer free returns!

If you aren’t satisfied with your order, you can return it within 30 days – and get a full refund within two weeks.

We ask that items are returned clean, unworn and have all their tags on.

For hygiene reasons, underwear briefs, bodies and pierced jewellery cannot be returned or exchanged unless faulty, and all swimwear must still have the hygiene strip.

Please note that items bought online cannot be refunded or exchanged in any of our stores.

Read all details on our return & refund page.

When will I receive my refund?

We always try to be as fast as possible, but during busy periods (such as gift giving holidays and sales) it can take a little longer.

Paypal 
You can expect to receive a refund within 14 days of sending it back to us. Once we have processed the return you will receive a return confirmation email.

Klarna 
You will receive confirmation of your return booking within 14 days of returning it back to us. If you have not received your return confirmation from Monki within that time, please contact Monki customer services.

For any questions relating to your refund, please contact Klarna directly.

All refund information will come directly to you from Klarna.

Paid with ‘Pay Now’ –You can expect to receive a refund confirmation email from Klarna soon after your return is processed, your refund will be visible in your bank account within 14 days but is usually must faster than this.

Paid with ‘Pay Later’ –You will automatically receive an updated Pay Later balance from Klarna once your return is processed, this will include any instructions on how to make your payment if you have a remaining balance

Paid with ‘Slice It’ – You will automatically receive an updated statement balance, when your return is processed, this will include any instructions on how to make your payment if payment is due

Is there anything I can't return?

For hygiene reasons, underwear briefs, bodies and pierced jewellery cannot be returned or exchanged unless faulty, and all swimwear must still have the hygiene strip.

Can I return to store?

Items bought online cannot be refunded or exchanged in any of our stores.

Do you offer exchanges?

Yes we do. Plus contact us if you see something you would like to exchange your original item for.

04

Do you have any size charts on the website?

Sizing information is specified on the product detail page. Due to the nature of vintage clothing, sizings are not always equivalent. We provide as much information as possible to help you choose the correct item for you.

Will I find fur products in your range?

Definitely not. We sell faux (fake) fur, but not the real stuff.

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