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    Monki friend,

     During this difficult time, the safety of our customers and Monki staff members worldwide is our highest priority.  As the Coronavirus (COVID-19) pandemic unfolds, we are taking all necessary precautions to ensure everyone’s safety.  

    We are closely monitoring updates in order to act quickly, and we continue to follow advice from the World Health Organisation as well as local authorities.  

    Some of our stores have started reopening in line with governmental guidance. You can learn more about the safety measures put in place in our opened stores here. 

    Please check the store locator to find the status of stores near you, and for up to date opening times. Please be reassured our online store is currently operating as normal, and high safety measures are being taken at our warehouse. 

    We remain hopeful that the situation improves quickly and send our love to all those affected.

    Love, Monki <3

    Q: How many days do I have to return my items?

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


    Q: Will my order from online be delivered on time? 

    A: We are currently operating with normal delivery times from our warehouses. It is our aim to continue to do so whilst ensuring the safety and wellbeing of our team. Should we expect any delays you will receive an email directly from the brand to let you know.


    Q: Why is my delivery is delayed?  

    A: There may be some delays to deliveries right now with different restrictions being planned on postal services, we recommend contacting your delivery provider for the latest update on any disruptions.
      

    Q: Can I have my order delivered to a pick-up-point?

    A: Some of our pick-up-points are currently closed in line with local regulations. You’ll find more details on our Delivery Information page.

    Q: How will my online orders be delivered safely? 

    A: Our couriers are working hard to adapt during this time. They will maintain a safe distance when delivering parcels and signing for parcels is no longer necessary. You can also choose a safe place location for your delivery. 
      

    Q: Can I still use Klarna Pay at this time?  

    A: Klarna is still operational during the COVID-19 pandemic. You can find out more information about Klarna’s Buyer’s Protection Guarantee here. 
      

    Q: Will my order be clean of virus transmission?  

    A: At our distribution centres the wellbeing of our team is our number 1 concern right now. We have taken several steps in our facilities to ensure they are safe working environments for our team. 

    Q: How are you keeping your warehouse staff safe?  

    A: We have taken increased measures in all our warehouses to ensure the safety and wellbeing of both our staff and customers, including providing all staff with hand sanitiser and soap, implementing healthy distance guidelines and enhanced cleaning routines.

    Q: Is my local store currently open? 

    A: In some countries, all stores are currently closed. Please take a look at our Store Locator to find the most up to date information regarding stores near you and their opening hours.

    Q: What is your instore returns policy during this period?

    A: If you were unable to return your item during the temporary store closure, we’ve extended our returns policy to 45 days from when your local store has reopened. For updated information on opening times, head to our store locator.

    Q: Can I return the garments I purchased in store using your online returns service?

    A: Unfortunately, we do not accept returns of garments purchased in store through our online returns service. However, don’t worry! If you were unable to return your item during the temporary store closure, we’ve extended our returns policy to 45 days from when your local store has reopened. For updated information on opening times, head to our store locator.

    Q: How do I get in touch with Customer service?

    A: Details for our Customer service team can be found here. We are currently busier than usual, and our responses may take longer than normal but our team are working hard to assist with every enquiry and will get back to you as soon as possible. We thank you for your patience.