Are your items customisable?
Yes, a lot of our items are customisable. Just send us an email at [email protected] or a message via our facebook.
Where are your products made?
Moncai is an Australian owned and run business that partners with global merchants in order to provide our products at the best prices.
This means that your order is shipped from our warehouses around the globe; including Australia, South Africa, China, India, etc.Sometimes this may cause your order to be shipped in multiple parcels. We can always provide tracking for orders from Australia, New Zealand, United States, Canada and United Kingdom.
Because we ship directly from our warehouses, your order may take anywhere from 1-5 weeks to arrive. We find that 2-3 weeks is the average wait for most Australian customers. Please do not panic if it does not show up immediately, it is on it's way 🙂 If your order does not arrive within the specified time, we will re-send it for you.
How long is order processing?
Orders are usually processed within 1-3 'Business' days Unfortunately, if your order has been processed, we cannot cancel the order, Please refer to our refunds policy page for info.
Do you offer Afterpay as a payment method?
Do you sell gift cards?
Can gift cards be purchased with AfterPay, or ZipPay
They sure can.
Discount code notice:
Discount codes MUST be used at the point of purchase by the customer during checkout. We WILL NOT apply discount codes after purchases - ZERO EXCEPTIONS.
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.
What happens if the 8 week maximum time frame is reached and I don’t have my items?
Rarely we do experience a delay with our supplies. So in this case it is likely that we are still waiting on the manufacturing to complete. If you reach the 8 week maximum time frame drop us an email and we will work with you to sort something out.
I ordered 2+ items, but only received one... where's the rest of my order?
We have a large assortment of products which may not come from the same warehouse; when you order multiple items at a time, they may be shipped separately to provide you with the fastest service possible. You may receive one item before the next. Please don't panic if you don't receive all of your items at once…they are on their way 🙂
Some important things!
When you place your order with Moncai you are agreeing to our preorder and shipping terms and conditions, and this means agreeing to wait the pre order and shipping time frame stated above. Sometimes longer delays may occur if issues come up with production or delivery. From time to time Some of our products will be drop shipped directly from suppliers to ensure a speedy delivery.
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 [email protected] 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.
What is the shop currency?
Our Shop currency is in AUD.
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 ([email protected]) 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.