FAQ

Where are your products made?

Our products are a mixture of handmade by myself, ethically made in USA by our manufacturer and drop shipped, or drop shipped directly from one of our local labels we stock.
Sometimes this may cause your order to be shipped in multiple parcels.

Are your items customisable?

Yes, a lot of our items are customisable. Just send us an email at hello@moncai.com.au or a message via our facebook. 

Do you sell gift cards?

Can gift cards be purchased with AfterPay, ZipPay or BitPay

They sure can.

Do you offer Afterpay as a payment method?

As well as offering ZipPay, BitPay, PayPal & Direct Transfer payments, we are pleased to say yes, we do offer Afterpay!

 

To learn more about Afterpay please click here.

To learn more about ZipPay please click here.

To learn more about BitPay please click here.

What is a "[PRE ORDER]?"

[PRE ORDER]: A Pre Order is an item that has not yet come into stock, but you can pre-purchase it to secure your piece/s. Pre-orders are paid up front 100% and are then shipped out to you as soon as they arrive with us, without you having to do anything further.

What is a "Pre Order ETA?"

A pre-order product is one which has either yet to be released to the public (ie. Is still being manufactured and transported to us at Moncai) or is simply a product that was in stock but has now temporarily sold out and we are awaiting it to arrive back into stock.

It follows then that a Pre-Order ETA (Estimated Time of Arrival) is the time at which we expect a pre-order product to arrive with us, Moncai. 
This Pre-Order ETA is either supplied to us by the manufacturer of the product or is amended as and when we receive updated shipping advice. Being a retailer, quite often these ETA's can be delayed... sometimes significantly. Please know that this is beyond our control.

As soon as we get information about when a product is about to ship or that it has in fact been delayed, we will update the Pre-Order ETA on our website for that particular product.

We do understand that changes in Estimated Arrival Dates can be frustrating, however as the manufacture, shipping and delivery to us of the merchandise you are waiting for is not in the hands of us, Moncai to control, we are at the mercy of the manufacturer to get the items we have ordered for you, to us as soon as they are able. In the event that a pre-order item is delayed, the Conditions of Sale still apply.

So we thank you in advance for your patience and can only advise you to keep checking back on our website at your pre-order products.

Where is my delivery and when will it ship?

Please try to remember that we are a small business, all shipping transactions are sent directly from either us in Gold Coast, Queensland, one of our retailers who drop ship or direct from our manufacturer. We aim to have your item/s sent to you in as little time possible, however in some cases these times may vary. We aim to try and keep you updated with time frames and shipping details. 

Your order should be sent out to you within 3 - 7 business days (dependent on stock levels) after your order has been placed. Please be aware that business days are (Monday to Friday).  This time frame does not include delivery, this is processing your order to have it sent out to you.

If for some reason we are out of stock of a product on your order, we will ship you the balance of the order and generally put that item on back-order/pre-order for you (provided we are likely to receive more stock of the item) or we will refund you for that item (if we are not likely to get it back in). You will be notified about these issues (if they arise) via email by support.

If your product(s) is/are oversized, or weighs more than 20kg, we will need to use a courier service to deliver your order to you. However, we will need to contact you to arrange for someone to be home at the delivery address. The cost will be an amount more than the standard flat rate and will be based solely on the size and weight of your order.

Do you offer refunds or exchanges

Moncai provide a refund policy in accordance with the Australian Consumer Law (ACL). As per the ACL, we are not required to provide a refund, exchange, or credit note for a change of mind (including, but not limited to, wrong size or colour selection). This includes for sale items.

Moncai will consider a refund in the case of a consumer gurantee not being met. The consumer gurantees, outlined in the ACL, are that of a good not being of acceptable quality (deemed faulty), a good not matching the description provided to you, and a good not matching the sample or demonstration model.

Due to the different qualities in computer screens, some garments may appear a slightly different shade. The prints may appear a different size on your screen, depending on your resolution.

All Moncai pieces undertake a thorough quality review prior to shipment. However, in the rare case of a consumer guarantee not being met, you will be required to contact us immediately via email (hello@moncai.com.au) include your invoice number, the name it was placed under, and the item details. You may be asked to send photos of the product. Once approved we will issue you with a Return Authorisation Number and a exchange form to complete. The item must be accompanied with a completed exchange form and the item must be returned within 5 business days of contacting us. Returns postmarked outside this timeframe are subject to rejection. Upon receiving the goods, we will inspect the good to confirm it faulty, and refund or exchange accordingly. All correspondence will be outlined thoroughly via email.

Unless a major fault is present, the item must be unworn, unwashed and in original saleable condition with all hang tags and sanitary sticker attached due to health regulations (if the sticker looks like it has been taken off and reapplied, Moncai have the right to reject the return). Items that are soiled, worn, damaged or laundered will not be accepted, unless faulty.

For protection and in case of loss or damage, please ensure your return package is both prepaid and insured. Moncai hold no liability.

Moncai do not cover any return postage costs, the return cost will be incurred at your own expense. Shipping and handling charges are non refundable.

Please note that if your preference is to exchange, you may not be guaranteed your specific size, colour or style. Moncai do not mass produce our products, they are part of a limited range.

Some Moncai garment items are delicate and experience normal wear and tear. To ensure longevity of the product, please follow the care instructions.

Please note that colour fading, blurring, pulling, lack of elasticity, fabric deterioration and colour running are not deemed a manufacturing fault, and won’t fall under the ACL. We strongly encourage that you strictly follow the care instructions to avoid an issue of this nature arising.

Moncai does it's best to ensure items are delivered and received in the perfect conditions, sometimes couriers will have a different idea of what deems as careful delivery. If delivers are marked, damaged, items missing by the time of arrival, please send through an image of packaging, items and damages, and we will make an enquiry with the courier.

To find White Rabbit Swimwear's T&Cs - click here

Here at Moncai, we update our store regularly but we are not perfect! There may be an error on the website or you may have difficulty in finding a particular product which you know we have in our range. Similarly, you may be looking for that special something and were wondering if we can source it through our suppliers. In any event, please send us an email to hello@moncai.com.au or to our facebook page, detailing exactly what you are looking for and we will get back to you as soon as possible to point you in the right direction or to let you know whether we have the item in stock.