FREQUENTLY ASKED QUESTIONS
Can’t find your questions here? Our customer care team is here to assist you.
How do I place an order?
You can buy MAISON MONA DI ORIO products here.
We don’t take orders over the phone, however of course we could help you to make your selection via phone. If you have any questions about how to place an order on our website, please contact our customer care team by email at firstname.lastname@example.org. We are pleased to assist.
Can I amend/cancel my order?
If you haven’t received a dispatch email, please contact our customer care team by email at email@example.com as soon as possible.
What can I do if I didn’t receive my order confirmation?
Please check your junk and spam folders. Is it not there? Please email our customer care team at firstname.lastname@example.org and we will be happy to help you in this matter.
What can I do if there is a missing item in my order?
Our sincere apologies if we have made a mistake with your order. Please email our customer care team at email@example.com and let us know what is wrong with your order. We will follow up immediately and organize to send out the missing item for you.
What can I do if I received the wrong item?
Our sincere apologies if we have made a mistake with your order. We kindly ask you to email our customer care team at firstname.lastname@example.org to organize a product return. We will investigate with our warehouse and organize to send out the correct item for you.
What can I do if I received a faulty item?
We apologize if you received a faulty item. Please email our customer care team at email@example.com and provide clear images of the product and its fault as well as the batch code printed on the crimp/base of the product. Once we receive it, a replacement item will be send out to you.
Are there any Custom Charges for my order?
Customs duty, tax and applicable fees will be assessed on your purchases. The recipient will have to pay these charges separately when the package is delivered. For more information contact your nearest Customs Office.
Can I receive a VAT refund?
If you are eligible for a tax refund, please contact your nearest Tax Office.
Can I receive a VAT invoice?
Yes, we can. Simply add your VAT number in the check-out. Otherwise, please send an email to our customer care team at firstname.lastname@example.org and we will send one out to you.
Are you able to create an invoice with a lower amount for customs?
No, we are not able to do this. If you have any further questions about this, please feel free to reach out to us via email@example.com.
PAYMENT AND PROMOTIONS
Where do I apply my promotion code?
You can enter the promotion code in the ‘Coupon code’ box of the checkout page.
What can I do if the payment for my order has been declined?
If your payment has been declined, then you’ll need to place your order again. We’re not able to reinstate an order once the payment has been declined.
To help ensure your order is not declined when placing a new order, we suggest checking the following:
- Make sure you verify card details are entered correctly – the security code is a three-digit number found on the back of your card.
- Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them or contact your bank.
- Alternatively, please try paying with another card.
If you’ve tried all of the above and are still having problems, please contact our customer care team at firstname.lastname@example.org and we will be happy to help.
When will my account be charged for my order?
We take payment instantly, whichever payment method you have chosen to use. This means that your account will be directly charged for the order you placed.
What can I do if the promotion was not applied correctly on my order?
If you’re having trouble with your promotion code, please email our customer care team at email@example.com before you place your order and we’ll be able to look into this for you.
Do you have any offers running at this moment?
The best way to stay up to date with our offers is to sign up to our newsletter and follow us on Instagram.
Am I entitled to free delivery?
Please visit our Shipping & Returns page for current offers and up to date shipping fees.
RETURNS, REFUND, EXCHANGE AND REPLACEMENT
What is your return policy?
If you are not completely satisfied with your order, we can offer either a refund or exchange, providing that goods are returned to us within 14 days of purchase.
For more information please visit our Shipping & Returns page
How do I return something to you?
We are more than happy to accept returns for a refund or an exchange for orders placed on our website. Please contact our customer care team at firstname.lastname@example.org to notify them of your return and we will assist.
I’ve purchased elsewhere and I would like to return an item back to you?
Any product purchased elsewhere needs to be returned to its original place of purchase to seek a refund or exchange. If the stockist is unable to provide assistance, please email our customer care team at email@example.com and we will try to help.
How long does it take to get my refund?
With orders placed using credit card, it will take 3 working days for the refund to reflect on your account once it has been processed. Purchases made via PayPal will be refunded immediately and a notification will be sent to you.
Will you contact me when you’ve received my return?
Please contact our customer care team at firstname.lastname@example.org to notify them of your return. We’ll send you an email as soon as we’ve completed your return to inform you whether a refund or exchange has been processed. This is usually within 1 working day of receiving your return into our warehouse.
Can I return items to the store if I purchased on the MAISON MONA DI ORIO website?
Orders placed on our website cannot be returned in-store for a refund or exchange. You will need to return your items back to us so please get in touch with our customer care team via email@example.com and they will be happy to assist.
SHIPPING AND DELIVERY
Can I track the delivery for my order?
If your order has been sent to you using a trackable service, you can follow its journey to you using the tracking link in available in ‘My Account’ and email shipping confirmation.
Can I have my parcel redirected to a different address?
Unfortunately, we are unable to redirect your parcel to a different address, however you can try to contact the courier with your tracking details, and they should be able to help you.
What happens if I’m not in when my order arrives?
PostNL will leave a card at your door and you will be able to contact them to rearrange delivery or pick up the parcel from your local point.
UPS will send you an email alerting you as to when delivery will take place. If this is not a convenient time for you just follow the instructions provided by the email from UPS to schedule a preferred alternative delivery date. Deliveries can also be notified and rescheduled via email. You can also track your order using the tracking number provided in your dispatch confirmation from UPS.
If you have any problems arranging re-delivery, please contact the courier with your tracking details and they should be able to help you.
Can you deliver to a PO Box address?
Unfortunately, we are unable to process orders to a P.O Box address.
Which countries do you ship to?
We currently ship to the following European countries:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, France, Germany, Hungary, Ireland, Italy, Latvia, Luxembourg, Monaco, Poland, Portugal, Scotland, Slovakia, Slovenia, Spain (Canary and Balearic Islands excluded), Sweden, The Netherlands, United Kingdom.
International orders to the rest of the world:
Australia, Bahrain, Chile, China, Egypt, Estonia, Georgia, Hong Kong, Japan, Jordan, Kuwait, Lebanon, Lithuania, New Zealand, Norway, Oman, Qatar, Russia, Singapore, Taiwan, Thailand, Turkey, United Arab Emirates, Saudi Arabia
If you have any questions, please contact our customer care team at firstname.lastname@example.org and we’ll be happy to help.