Frequently Asked Questions

Find the most important information about ordering, delivery and returns.

Payment and customer account

How can I pay?

You can pay with MobilePay, Klarna, Apple Pay, Google Pay, Shop Pay or by card.

Available payment methods depend on your country and the device you use. You can see the options available to you at checkout.
Why should I use an email address I can access?

You sign in to your customer account using the email address entered when placing the order. We send your login code to this address.

You need your customer account to view, cancel or return an order.

Delivery

Where do you deliver?

We currently deliver to 25 EU countries listed below with following carriers:

  • Finland: Posti and PostNord

  • Estonia, Latvia, Lithuania and Sweden: PostNord

  • Denmark, Germany, the Netherlands, Belgium, Luxembourg, Austria, Poland, Czechia, France, Italy and Hungary, Spain, Bulgaria, Croatia, Romania, Slovenia, Slovakia, Greece and Portugal: GLS ShopDelivery

  • Ireland: GLS EuroBusinessParcel

  • Norway and the United Kingdom: coming soon

Available delivery options are shown at checkout.
How much does delivery cost?

Delivery is free for all orders over 100 €. 

Store converts your order value to EUR automatically to calculate free shipping.

For orders that do not qualify for free delivery, the delivery cost is shown at checkout before payment.
How long does delivery take?

The estimated delivery time is shown at checkout.

Delivery time depends on when the order is placed and which delivery method you choose. We usually process orders on business days.

Carrier delays may also affect the delivery time.

CANCELLATIONS AND RETURNS

Can I cancel my order?

You can request a cancellation through your customer account:

  1. Sign in with the email address used for the order.
  2. Open the order.
  3. Select cancellation.
  4. Follow the instructions.

If the order has already been shipped, it can no longer be cancelled through your account. You can return the products after receiving them.
How do I exchange a product?

To change the size, colour or product, return the original item and place a new order for the one you want. Register your return in your customer account and follow the return instructions.
How do I return a product?

Register your return through your customer account.

  1. Sign in to your customer account with the email address used for the order.
  2. Open the order and select the products you want to return.
  3. Submit your return request within 14 days of receiving the product.
  4. Check the product condition requirements below.
  5. Place the product back in its resealable product bag.
  6. Place the product bag in the original MONIY shipping box.
  7. Close the box using the second adhesive strip.
  8. Send the return without delay by following the return instructions.
  9. Keep the return receipt until you have received your refund.


If you have trouble registering your return, contact us using the contact form at the bottom of this page.
What condition should the product be in when I return it?

You may try on the product, but you must not use it.

The product must be:

  • unused and unwashed
  • clean, undamaged and free from stains
  • free from signs of wear and strong odours
  • returned with all original tags and labels attached
  • returned with all included parts and accessories

Be careful with makeup, perfume and other strong scents when trying on the product. A product with makeup marks, stains or a strong smell is not considered unused.

If the product has been used, the refund may be reduced based on its condition.
Is the return free?

Yes. The first return from each order is free when you follow the MONIY return instructions.

If you want to return several products, send them together.

A fee may apply if you make another return from the same order. We will tell you the cost before you send it.
Do I need to return the MO included with my hoodie?

Yes. If you return the hoodie, you must also return the MO that came with it.

If the MO is missing, the MO price shown in your cart will be deducted from your refund.
When will I receive my refund?

The refund is sent to the same payment method used for the order.

We process your refund promptly after receiving and checking the returned products.

You will receive the amount you paid for the product. If you return the entire order, we also refund the standard delivery cost. 

Your bank or payment provider may need additional time to process the refund.
What happens if I do not collect my package?

Not collecting the package does not cancel the order.

If the package is returned to us without a cancellation notice, delivery, return and handling costs may be deducted from your refund.

PROBLEMS WITH AN ORDER

What should I do if the product is faulty or I received the wrong product?

Take photos of:

  • the product
  • the fault or damage
  • the product bag
  • the product and size information on the bag

Keep the product, product bag and shipping box. Send the information and photos using the form at the bottom of this page and select topic: "Faulty or incorrect product".
What should I do if the package was damaged during delivery?

Take photos of:

  • the damaged shipping box
  • the shipping label
  • the product bag
  • the product

Keep the box and all packaging materials.

If the package or product was damaged during delivery, contact us with the form at the bottom of this page and select topic: "Damaged Package".

o request a return or cancel an order, use your customer account. For other questions, contact us using the form below.