FREQUENTLY ASKED QUESTIONS

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 info@monadiorio.com. We are pleased to assist.

If you haven’t received a dispatch email, please contact our customer care team by email at info@monadiorio.com as soon as possible.

Please check your junk and spam folders. Is it not there? Please email our customer care team at info@monadiorio.com and we will be happy to help you in this matter.

Our sincere apologies if we have made a mistake with your order. Please email our customer care team at info@monadiorio.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.

Our sincere apologies if we have made a mistake with your order. We kindly ask you to email our customer care team at info@monadiorio.com to organize a product return. We will investigate with our warehouse and organize to send out the correct item for you.

We apologize if you received a faulty item. Please email our customer care team at info@monadiorio.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.

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.

If you are eligible for a tax refund, please contact your nearest Tax Office.

Yes, we can. Simply add your VAT number in the check-out. Otherwise, please send an email to our customer care team at info@monadiorio.com and we will send one out to you.

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 info@monadiorio.com.

You can enter the promotion code in the ‘Coupon code’ box of the checkout page.

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 info@monadiorio.com and we will be happy to help.

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.

If you’re having trouble with your promotion code, please email our customer care team at info@monadiorio.com before you place your order and we’ll be able to look into this for you.

The best way to stay up to date with our offers is to sign up to our newsletter and follow us on Instagram.

Please visit our Shipping & Returns page for current offers and up to date shipping fees.

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

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 info@monadiorio.com to notify them of your return and we will assist.

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 info@monadiorio.com and we will try to help.

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.

Please contact our customer care team at info@monadiorio.com 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.

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 info@monadiorio.com and they will be happy to assist.

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.

Most of our orders are shipped within the 1 business day after your purchase from our Dutch warehouse, pending availability and credit verification.

Once your order is shipped, we estimate you will receive your order within :

* European Union and The Netherlands: 2-3 business days of its ship date

* International : 4-5 business days weeks of its ship date

Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible.

We do not ship on the weekend.

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.

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.

Unfortunately, we are unable to process orders to a P.O Box address.

For detailed information please go to  : Read more.

If you have any questions, please contact our customer care team at info@monadiorio.com and we’ll be happy to help.