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Customer Service

Returns & Exchanges

To us, no order is complete until you are totally satisfied; so don’t worry if you change your mind. You have 14 days to return anything that isn’t quite right. We’ll give you a refund within14 days from registering your return . All we ask is that items are returned clean, unworn and have all of their tags on so that we can sell them again. For hygiene reasons, underwear, swimwear, bodies and pierced jewellery cannot be returned. However, faulty goods can - and should - of course be returned regardless, so that you can be completely satisfied with your Monki online experience!

Unfortunately, items bought online cannot be refunded or exchanged in any of our stores. For payments funded with a bank account or PayPal balance, the refund is credited to the PayPal account and will show on your Paypal statement after 3 working days. Payments funded by a credit or debit card will be refunded to that card, and for payments funded with both a card and another funding source, the card portion will be refunded to the card and the remainder to the PayPal account.

For products paid by invoice, you will be credited the sum amount of the product/s that you have returned, as soon as we have received the returned product/s. Arvato Finance will not send you a new invoice with corrected sum, you will adjust this yourself and pay remaining sum due for the invoice. If the invoice is already paid in full, arvato Finance will contact you for repayment within 14 days from registering your return. To speed up the refund, contact arvato Finance with payment details.

We will refund your purchase in Swedish Krona (SEK), and we always use the most up-to-date exchange rate. Please note that depending on your bank’s currency conversion rate, a difference from the original charged sum may occur when your bank refunds your account.

If any item you return, that is not a faulty goods, doesn’t pass our quality check because it is not in a condition suitable for resale (for example, if it is used, washed, soiled or damaged), it will not be refunded and we will send it back to your delivery address at your expense.

 

How to return or exchange items

 

If you would like to return or exchange an item you have bought, fill in the item number(s) and return code on the return slip included on your package. If you want to exchange for a different size or colour, enter those details too. Remember to include the note with the package you are returning! If possible, please help us save on waste by reusing the clear plastic bag and original outer packaging. Tape securely, attach the pre-printed return address label to the parcel, drop it off at the nearest Post Office or collection point, and ask for a signature as proof of postage. Return postage is always free for exchanges when you use the prepaid return address label. For returns, we will deduct a set fee of 40 SEK for the return postage from your refund when we have received and approved your returned item or items (if you use the prepaid label, the cost is the same no matter the amount of items you are returning). Please note that we do not accept or cover the cost of items returned without sufficient postage. If you have any questions, don’t be shy-call our friendly customer service people! You’ll find the number for your country under “Contact us.”