FAQ

• Store pickup
  For store pick-up, the store will contact you once the parcel has reached them. You can expect a call from our store once the order is completed within 2 - 3 working days.
  
  If you do not receive any calls from our store, please provide us your Order Number for us to check with our store. Please bear with us and we will reply to you within working hours 9am - 6pm (Monday to Friday).

• Local delivery
  For local delivery, you can anticipate receiving the parcel within 2 - 3 working days after order is completed.
  
  If your order tracking indicates "Delivered" but you haven't received your parcel, do provide us your Order Number, and we will assist you further!

Free shipping within Singapore.

For international orders, the shipping fee will be calculated at cart page.

Our orders are scheduled for dispatch at 8am daily. However, please be aware that unforeseen circumstances could potentially result in an earlier or delayed dispatch. Please reach out to our customer service agent at hello@monoloq.com for more information on your order status.

Your order is expected to be delivered within 2-3 business days.

• If your order is fulfilled, we are unable to make any changes to your order.
• If order is placed within the first few hours of confirmation, do provide us with Order Number and the new shipping address. We will try our best to rectify it as soon as possible.

• Pending payment
  If you have paid successfully but order status remains as pending payment.
  Fret not! Please email us at hello@monoloq.com with your Order Number and a screenshot of the transaction slip (if possible).
  We will check and reply you as soonest, within working hours between 9am - 6pm (Monday to Friday)
• Unfulfilled
  Your order has been successfully placed. We kindly ask for your patience as we prepare to dispatch your order shortly.
• Fulfilled
  We have dispatched your order, and our courier partner has picked it up. They will arrange for the delivery to you as soon as possible.

Yes, we do deliver internationally. Regarding international delivery, you will receive an email containing tracking information once the parcel departs from our warehouse. Kindly note that there may be an extended lead time due to customs clearance procedures. As your package is being shipped internationally, we want to bring to your attention that your country may impose customs duties, taxes, or other fees on imported goods. These charges are determined by the customs authorities in your country and are beyond our control.

Please be aware that any customs duties or taxes incurred are the responsibility of the recipient. Unfortunately, we are unable to predict or influence these charges, as they vary from country to country.

If you require additional assistance, please leave us a message. We will respond during our working hours from 9am to 6pm (Monday to Friday).

• We apologize for the confusion. Please send an email to hello@monoloq.com with the following details, and we will rectify the issue:

-Order Number
-Product name and Article Number
-Image of the incorrect item
-Preferred Exchange Method: Store location

• For missing items, kindly email us at hello@monoloq.com with the following details, and we will address the situation:

-Order Number
-Product name and Article Number of the missing product

We will investigate this matter and advise you on the next steps accordingly.

If you need a change of size/item, our retail crew are happy to assist you with an exchange! We recommend notifying us via email in advance for a smoother transaction, all exchange must be done within 30 days from the purchase date.

• For online exchange, if you happen to change your mind, simply visit any MONOLOQ retail stores to do an exchange with an item of the same price value. Do bring along a copy of the order invoice/e-invoice for reference.
  Feel free to approach our retail crew at the store and we're happy to assist! 

• For in-store purchase, please bring along the receipt for reference.

• For returning an online order, we're sorry to hear that our item did not meet your expectations.
  You may return the item to any MONOLOQ retail stores within 30 days of purchase. Once we have verified your return, we will refund online store credits to your account within 2 - 3 working days.

• Please ensure that the item for exchange and return is unworn, unwashed & in its original sold condition with tags intact.

Please note that sale items are non-exchangeable or return.

Please be aware that orders made using a promotional code are not eligible for exchange or return.

• We accept various payment methods for online orders, including credit cards (VISA, MASTERCARD, AMEX) or debit cards on our website.

There are various reasons that can lead to payment failure, including an expired credit card, a disrupted connection during credit card processing, or failure to authenticate in time. If you encounter any payment issues, please feel free to contact us for assistance.

To stay updated with our latest information, you can follow our social media channels and subscribe to our newsletter. Alternatively, you can visit this page to view our current ongoing promotions.

Your coupon might not be working due to the following reasons:

-Verify if the code has been correctly entered.
-Confirm if the code has expired.
-Ensure that you are logged into your account for certain codes to apply.
-Certain codes might necessitate a minimum spend or only apply to specific products/collections.
-For any other coupon codes received via our newsletters, please review the terms and conditions outlined in your email.

If the issue persists, please contact us or email us at hello@monoloq.com and provide a screenshot of the error message for further assistance.

You can submit the form on the contact us page. We will review each case individually and make every effort to assist you with your query.

You can conveniently purchase your e-gift card here.

The E-Gift Card remains valid for one year from the date of purchase, and no extensions will be granted beyond this period.

To redeem, simply apply the Gift card code provided in the email during the checkout process. You can utilize the E-Gift Card for multiple transactions until its value is fully depleted.

Certainly, you are able to exchange ONE time or return your order when using a gift card for the purchase. However, please be aware that we will only issue online store credit if you choose to return the order.

Here are the terms and conditions regarding our online store credit:

-Online store credit can be utilized solely for online purchases at www.monoloq.com
-Online store credit remains valid for THREE months from the date of issuance.
-Online store credit cannot be redeemed for cash and is non-refundable and non-exchangeable.
-It cannot be used to purchase any gift vouchers.
-Online store credit will be provided once return and exchange items have been verified and finalized in-store.
-For purchase amounts exceeding the value of the online store credit, the remaining balance must be settled using our accepted payment methods.

Certainly, you are able to exchange or return your order up to ONE time only when using store credit for the purchase. However, please be aware that we will only issue online store credit if you choose to return the order.

The conversion of your online store credit into cash is not permitted.

You can easily create an online account on our website. You can view our membership benefits here!

You can update your details by clicking on 'My Account,' or contact us for assistance with account updates.

Please refer to our privacy policy for more information.

In order to proceed with your purchase, we kindly request you to sign up for an account. This not only facilitates a seamless checkout process but also enables you to track your order, manage your preferences, and enjoy an enhanced shopping experience. Your account will ensure a more personalized and efficient service tailored to your needs, at the same time enjoying our membership benefits. Thank you for choosing to create an account with us as you embark on your shopping journey.

Feel free to contact us for further assistance.

Please be aware that the act of adding items to your shopping cart does not serve as a reservation. The item will be removed from your shopping cart if it is purchased by someone else or becomes out of stock in the inventory.

Explore detailed information about caring for your MONOLOQ apparels by visiting our Garment Care page. It provides valuable insights and recommendations to ensure the longevity and optimal condition of your garments.

To discontinue your subscription, simply click the "unsubscribe" button in our newsletter email, and it will guide you through the process of opting out.

Should you have a defective item, kindly return it to our store, and our sales advisors will be pleased to assist you further.

Explore the locations of our stores by visiting our stores page for more information on where to find us.

Please note that item reservations are valid for up to THREE days only. Additionally, sale items are not eligible for reservation.