Frequently Asked Questions
General questions
We strive to process and ship orders as quickly as possible, usually within 24-48 hours of placing your order.
Once your order has been shipped, you will receive an email with your tracking information. This allows you to track the delivery status of your order via our website.
We always strive to deliver your package with the best carrier and the best service. All information about delivery times can be found in ourShipping conditions.
We have a 14-day return policy, within which you can return your order without giving any reason. This 14-day period begins as soon as we receive the package. After you have registered your return, you must return your order to us within 14 days. For more information about our return procedure and return policy, please see ourReturn conditions.
Returning items is very easy! Here's what you need to do:
1. Send an email to within 14 days of receiving your ordersupport@monvera.dein which you state that you wish to return or exchange one or more products.
2. Our team will promptly provide you with return instructions.
3. Follow the instructions to complete the return process.
Once you return your items to us, you will receive your refund within 10 business days after the items reach our warehouse.
You can track the progress of your return using the carrier's tracking information to see when the package reaches our warehouse. The processing time of 10 business days begins at this point. You will receive an email notification once the refund has been processed. Please note that it may take up to 3 days for the refund to be credited to your bank account. If you have not received your refund within this time, please contact our customer service.
If you have any questions, please feel free to contact us. We will be happy to help you. You can send us an email tosupport@monvera.desend or ourContact pageOur team is available 7 days a week to answer all your questions.
We offer a variety of payment methods to make your purchase easy and secure. Here are the payment methods we currently accept:
Credit or debit cards: We accept major credit and debit cards, including Visa, Mastercard, and American Express.
Local payment methods: In certain countries we accept local payment options such as Sofort, iDeal or Bancontact.
PayPal: You can use your PayPal account to make your purchases on our website even more convenient and secure.
Mobile payment services: Depending on your location, we accept mobile payment services such as Apple Pay and Google Pay.
Please note that payment method availability may vary depending on your location and the specific products you are purchasing. If you have any questions about payment methods or need assistance with your order, please do not hesitate to contact our customer service.
product
We recommend checking the size chart on the product page. You can find it by clicking on the "Size Chart" above the size selection. It will help you find the perfect fit!
Unfortunately, the product you are looking for may no longer be in stock. If you have any questions about whether and when the product will be available again, you can contact our customer service viasupport@monvera.decontact
We stand behind the quality of our products and strive to resolve any concerns or issues quickly. Our warranties generally cover manufacturing defects and craftsmanship for a specific period from the date of purchase. Please note, however, that warranty terms may vary depending on the product.
Orders & Delivery
We strive to process and ship orders as quickly as possible, usually within 24-48 hours of placing the order.
Once your order has been shipped, you will receive an email with tracking information. This allows you to track the delivery status of your order via our website.
We don't like to keep you waiting, so your order will be processed directly from our warehouse within 24-72 hours of placing your order.
The estimated delivery time begins on the day your order is shipped. From this point on, you can expect to receive your order within 4-10 business days.
Because we process orders quickly, it is not possible to make changes or cancel your order once it has been placed. If you need assistance receiving your order, we are happy to help. If you have any questions, please contact us viasupport@monvera.deto our customer service.
All our orders are free of shipping costs. We cover these costs, so you only pay for the item(s).
We understand that circumstances can change, but our commitment to fast processing means we prepare your order for shipment immediately upon receipt. Therefore, it is not possible to cancel or change your order after it has been placed. We ask our customers to review their orders before completing payment.
If you have any questions or concerns about your order, please do not hesitate to contact our customer service viasupport@monvera.deWe are happy to assist you within the capabilities of our processing system.
If the items do not meet your expectations, you can return them at any time within 14 days.
If your tracking information isn't visible yet, it probably means your order hasn't been updated yet. When you receive your Track & Trace code, it may take 24-72 hours for it to appear. In most cases, it will update within a day.
If your data has not been updated after 5 days, please do not hesitate to contact our customer service viasupport@monvera.deto contact.
During the checkout process, you have the opportunity to enter your voucher code in the designated field. After entering your code, click or tap the "Apply" button to redeem the voucher. The total amount will then be adjusted accordingly. Once your voucher has been successfully applied, proceed with the checkout process as usual. Review your order details, enter any additional information, and complete your purchase.
If you encounter any problems redeeming your voucher, please don't hesitate to contact our customer service. We're here to ensure your shopping experience is smooth and enjoyable.
If your tracking number shows that your order has been delivered but you haven't received it, here are some steps you can take:
Check your delivery location: Check the delivery address to make sure it was entered correctly when you placed your order. Sometimes packages are delivered to a neighbor, the front desk, or another location on your property.
Look for delivery notes: Check if the delivery driver left a delivery note. Sometimes the packages are left in a secure location or with a receptionist in case you are unable to receive them.
Contact the carrier: Contact the carrier listed in the tracking information. Provide them with your tracking number and explain the situation. They may have additional information or initiate an investigation.
Contact Customer Service: If you still can't find your package after completing these steps, please contact our customer service. Provide your order details and tracking information. We will work with you to resolve the issue and ensure you receive your order as quickly as possible.
Claims: If a package is marked as delivered but not received, you may need to file a claim with the carrier. Our customer service team can assist you with this and provide all the necessary documentation.
Rest assured that we will help you resolve any delivery issues and ensure you receive your order. Don't hesitate to contact us if you need assistance.
Insured shipping ensures your package arrives safely. With our insured shipping options, your order receives priority and is protected against loss or damage during transit. Shop with confidence, knowing your items will arrive safely.
If you notice the error shortly after placing your order, please contact our customer service immediately. The sooner you contact us, the greater the chance that the address can be corrected before the order is shipped.
If your order has already been processed or shipped and you are unable to update the address through our customer service, please contact the shipping company directly. Depending on their policies, you may be able to request a forwarding or address change. This often involves additional fees and is subject to the carrier's approval.
To avoid similar problems in the future, always check your delivery address before completing your order. Make sure all information, including apartment numbers, street names, and postal codes, is correct.
Immediately after placing your order, you should receive an order confirmation email. This email contains your order number, an order summary, and the delivery address.
Sometimes an order confirmation email may end up in your spam or junk mail folder. Please take a moment to check these folders in your email account to see if the confirmation email is there.
If you've checked your spam folder, waited a while, and verified your email address, but still haven't received an order confirmation, please contact our customer service. Provide your order details, including your full name and order number, and they will help you check the status of your order and, if necessary, resend the confirmation email.
After placing your order, you will receive an order confirmation via email. This email contains your order number. You can find the order number in the upper right corner of the email and it consists of at least six characters.
return
We offer a 14-day return policy, within which you can return your order without giving any reason. This 14-day period begins from the moment you receive the package. Once you notify us of your return, you must return your items within 14 days. For more information about our return procedure and return policy, please see ourReturn conditions.
Initiating a return is very easy. Send an email tosupport@monvera.deand indicate that you wish to return one or more items. We will then send you return instructions.
Return shipping costs may vary depending on your location and the reason for the return. We recommend using a trackable shipping method from a trusted carrier to ensure your return arrives safely. Please note that return shipping costs are non-refundable. For more information on returns and costs, please see ourReturn conditionsor contact customer service.
After you return your items, you will receive your refund within 10 business days after the items reach our warehouse.
You can track the progress of your return using the tracking number provided by your chosen courier, which will indicate when the package reaches our warehouse. The 10-business-day processing period begins at this point. You will receive an email notification once your refund has been processed. Please note that it may take up to 3 days for the refund to appear in your bank account. If you have not received your refund within this time, please contact our customer service.
Yes, you can! We'll ship the first exchange item to you free of charge from our warehouse. For all subsequent exchanges, you, as the customer, will be responsible for the shipping costs.
Follow these steps to exchange your product:
1. Send an email to within 14 days of receiving your ordersupport@monvera.deto initiate the return process.
2. Indicate the item(s) you wish to exchange and the reason for the exchange.
3. Our team will provide you with instructions on how to proceed with the exchange.
4. Follow the instructions to complete the exchange process.
5. Once we receive the returned item(s), we will process the exchange and send you the replacement item(s) as soon as possible.
Please note that we are not responsible for any customs fees (import duties or taxes) on returns for exchange. You, as the customer, are responsible for all costs and fees associated with returning your order. We recommend using a trackable shipping method or obtaining proof of postage, as we cannot exchange lost returns.
If you have any questions or need further assistance, please contact our customer service. We're here to help!
Unfortunately, the item you wish to exchange may no longer be in stock. Please contact our customer service team to inquire about available options. We will let you know when the product is expected to be back in stock or suggest alternative options.
After placing your order, you will receive an order confirmation via email. This email contains your order number. You can find the order number in the top right corner of the email and it consists of at least six characters.
We have a 14-day return policy, within which you can return your package without giving any reason. This 14-day period begins from the moment you receive the package. Please note that the return must be sent back to us within 14 days of notification.
We strive to process returns as quickly as possible. Once we receive your return at our warehouse, it will be processed within 10 business days. You can track the arrival of your package at our warehouse using the tracking number provided with the return. The 10-business-day processing time begins upon receipt of the return. You will receive a notification once the refund has been processed. Please note that it may take up to 3 days for the refund to appear in your bank account.