A list of frequently asked questions. If you can't find an answer here, get in touch with us.
1. Ordering online
2. Shipping and Delivery
3. Returns and exchanges
4. Size and fit
1-1. How will I know if you received my order?
When you place an order on mono-navy.com, an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details.
1-2. How do I cancel my order?
You cannot cancel your order yourself, but we can of course help you. The order can only be canceled before it has shipped and before our warehouse has started working with the order. After that, we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must instead return it for a refund.
1-3. I've added the incorrect shipping address, how do I change it?
You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has been collected at the original shipping address. Unfortunately, you cannot update your shipping address yourself after the order has been placed.
1-4. From where do you ship?
We have one warehouse in UK and one in South Korea. All orders shipped outside the Asia are currently shipped from our warehouse in UK. Orders placed to Asia are shipped from our South Korea warehouse.
2-1. How do I track my order?
As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number. You can click on the tracking number on this e-mail to view your shipment's progress. You can also easily follow your order on its way to you by entering your tracking number at the courier’s website.
2-2. How many days does it take for my order to arrive?
Shipping usually takes between three to five business days, depending on your country, but may take up to seven days for some destinations. For UK local and South Korea local delivery, it usually takes 1-2 business working days. More specific shipping days can be found under our delivery section and shipping information for each website.
2-3. How do I collect my order?
All international and UK orders are shipped with UPS and require a signature upon delivery. UPS usually operates between 9 am – 6 pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended). Orders shipped to South Korea are shipped with Hajin Express. You will be informed when the package can be collected.
2-4 Can I ship my order to another country?
You can ship your order to another country by choosing that country as shipping country on our website. You can still fill out your billing address in your current country.
2-5 How much duty and tax will I have to pay?
Unfortunately, we cannot estimate how much duties you will pay if we do not ship DDP to your country. If your order is shipped Delivery Duty Paid (DDP) you will not have to pay any duties, but if the order is shipped DDU (delivery duties unpaid) your local customs should be able to estimate the price.
2-6 Can I ship my order to a post office box, APO, or FPO address?
Unfortunately, we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.
3-1. How do I return or exchange an item?
We offer full refunds or exchanges into a different size if an unwanted item is shipped/postmarked within 14 days from when it was delivered to you. In order to receive a full refund, the item must be returned in its original condition with original labels and packaging. Please contact us at firstname.lastname@example.org , giving your name, address and order number and specify items that you want to return for assistance with your return.
3-2. How do I exchange an item?
Purchased items are exchangeable into different sizes. All exchanges are based on stock availability and are shipped to you free of charge. If you want to return your item for an exchange into a different size, please contact us at email@example.com for assistance with your exchanges.
3-3. I have received a faulty product, what should I do?
We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please contact us at firstname.lastname@example.org for assistance
3-4. When do I get my refund?
When we have received and processed your return, you will receive an email notification. Normally it takes 3-5 business days before you can see the refund back on your account, depending on your bank/credit card/form of payment.
4-1. What size should I order?
Under each item online you will find a general size guide. If you want find the garment measurements for the specific item, we welcome you to contact our customer care team for specific sizing advice as well.
4-2. If an item is out of stock, how can I be notified?
If the item/s you are looking for is completely out of stock you can contact us and we will do our best to assist you. If you reach out to us, we will be able to tell you when and if we expect a re-stock or if any resellers could carry the item in stock.