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Customer Service

FAQ - Frequently asked questions


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

We don’t want to keep you guessing so you can view the status of your order and track it in ‘Order History’ in the ‘My Account’ section in your Monki profile.

 

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 our Customer Service who will be very happy to help fix the problem.

 

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

Placing an item into your cart does not reserve the item, and the item could sell out if other customers place additional orders for the product before you check out. If we discover inventory discrepancies, we may cancel an item or cancel an order if we are unable to fulfill it. In this case, we'll notify you by email that we were unable to ship a specific item you have ordered (and your account will not be charged or will be credited of course).


Is there a smartphone-friendly version of the website?

Good question! We maintain our website to be very responsive for smartphones, it is so responsive we didn’t feel the need to create an app!


How long will my order take?

Your order will normally leave our warehouse on the working day after you place your order or earlier. Please allow 3-5 working days for delivery after it has left our warehouse. This cut-off time is only a guide, and doesn’t take into account possible delays caused by payment authorization, so please remember to order as early as you can.


How long will my return and refund process take?

At Monki no order is complete until you are totally satisfied! So don’t worry if you change your mind as you have 14 days to return what isn’t quite right. Your return can take up to 21 days to reach us but it’s often quicker than this. We´ll make sure to email you once it has arrived to us and let you know when to expect your refund or exchange.

If you have further question or concerns you can read more here!


Is all the merchandise that is available at Monki stores also available online?

Yes! Even more actually with our online exclusives, so get online and have a peep!


I cannot find the item I am looking for, what’s wrong?

At monki.com we keep similar stock as our stores. If you are unable to find an item at this time, please check back soon as we continuously strive to re-stock. If an item is gone out of stock, unfortunately, it may not come back.


Do you have any size charts for apparel on the website?

Indeed we do! Here is the link.


I notice a lot in your product descriptions you use the word "Oversized", what does that mean for me as a shopper?

We know how important it is for a top, jumper or skirt to fit as it should, so we do try to take time to let you know about its measurements. When you see the word oversized in our text we are saying the shirt, coat, blouse or other Monki pieces are not fitted and are tailored to look slightly larger. We love the oversized look and believe it is part of the Monki silhouette. If you are looking for the garment to hug your body a little bit more grab the size down.


Where can I find out more about a garment on your site?

We give you added bits of information about a garment or accessory that can be found in the highlighted Read More section of each item (product page); including descriptive information such as measurements of the item or of the model herself.


Is the your make-up range tested on animals?

Our policy is not to test our make up on animals, so no, no it isn’t!

 

Will I find fur products in your assortment?

We don’t sell any fur products at all, except faux fur (which is fake). We also don’t sell merino wool, down or feathers unless we’re certain they’re cruelty free! We don’t sell angora at all any more. To find out more, click here.

 

What about leather?

The absolute majority of our leather products are faux leather (also called fake leather or fleather). We do have a strict policy for the real leather products that you will find in our assortment, and that is to only use material that is a by-product of the meat industry. You can always check “Details and care” to see if a product is a real fake or a real leather product.

 

Are you on the lookout for new suppliers or wishing to expand your supply clientele?

At this current time, we are happy with the supplies we have and will not be making any changes. If and when we do decide on change, we´ll be sure to see who can best meet our needs so we can continue to provide our customer´s with the best in Monki fashion. Being a sociable brand though, it is always nice to be thought of!


Where can I find you? What social media platforms is Monki using?

Here at Monki we love to see what our fans are wearing and how they´re wearing it! We are a social bunch and encourage you to share your #monkistyle. We are on Instagram, so log in, upload and use the hash tags #Monki and #monkistyle to show off your unique personality on our very own monkistyle gallery. We´ve also got a Facebook page and Pinterest. So get sharing; we always love seeing you!


When will Monki be coming to my country?

We’re always looking for new places where we can offer fans and customers the Monki experience. We tell all our secrets on social media first, so follow us on Instagram (@Monki) facebook or Twitter (that’s @Monki World) to get the latest news. Or sign up for our newsletter.


I’d love to work for Monki! How do I apply?

We’re happy to hear it! The best place to start is the 'Work at Monki' section of monki.com, where you’ll find all our vacancies. Good luck! 

Oh: please note: our Customer Service team are unfortunately unable to accept applications, so make sure that you use the correct address stated for each vacancy.


I have a blog and am wondering if you can send me some materials to write more about you?

It is always flattering to hear from a #monkistyle fan! As far as blogger queries go if you’re interested to write about us and need more information, please send along your details (links to your blog/site) and we will have a good long look! You can also have a look at the Press Section of Monki.com.

 

I have a question about a particular store, store purchase or a recent in-store experience. How do I get in touch?

You’ll find the phone number, opening hours and address for each store in our store locator, click here.


Please contact our customer service representatives if you are unable to find the answer you are looking for in this handy FAQ or in the links provided.