Frequently Asked Questions (FAQ)
What payment methods do you accept?
We accept several secure payment methods to provide you with a simple and reliable shopping experience:
- Visa
- MasterCard
- Maestro
- American Express
- Apple Pay
-
Google Pay
- Shop Pay
- PayPal
All payments are processed through Shopify and protected by SSL encryption.
Do you offer free shipping?
Yes, delivery is free for all orders. No minimum purchase is required.
Do you ship internationally?
No, we currently ship exclusively within Canada. All orders are processed locally to ensure faster delivery times and reliable service.
How long does it take to receive my order?
- Order deadline: 11:00 PM ET (Toronto)
- Processing time: 1 to 2 business days
- Delivery time: 6 to 7 business days
- Estimated total time: 7 to 9 business days after order confirmation
How do I track my order?
Once your order has shipped, you will receive an email with your tracking number.
You can also track your order via our Track My Order page .
What is your return policy?
You have 30 days after receiving your order to request a return.
Items must be unworn, unused, with tags and in original packaging, along with a receipt or proof of purchase.
To initiate a return, contact us by email at Support@monacovintage.com . No item will be accepted if returned without prior request.
Where should I send my return?
Our returns are managed by our international logistics center:
Recipient: Judy
Address: No. 439 Huancheng North Road, Jiangbei District, Ningbo, Zhejiang, 315000, China
We are in the process of establishing a Canadian return address to streamline returns. In the interim, returns will be processed through our current facility with clear updates at every step and dedicated customer support in English.
Do you provide a return label?
No, we do not provide return labels. Customers are responsible for organizing and paying for return shipping. Once your return is approved, you will receive detailed instructions on how and where to send your package.
What items cannot be returned?
For hygiene or personalization reasons, certain products cannot be returned:
- Perishable products (e.g. food, flowers, plants)
- Custom or made-to-order products
- Personal care products (e.g. cosmetics)
- Hazardous materials, flammable liquids or gases
Please do not hesitate to contact us if you have any doubts about a specific item.
Can I exchange an item or size?
We do not offer direct exchanges. The easiest way is to return the original item and then place a new order for the desired size or style.
Can I cancel an order?
No, once confirmed, an order cannot be cancelled. Please check your cart carefully before proceeding to payment.
Return Rights in Canada
If you reside in Canada, you may return your purchase within 30 days of receiving your order. No specific justification is required.
To be eligible for a return, the item must be in the same condition in which it was received: unworn or unused, with all original tags attached, and in its original packaging. You must also provide the receipt or proof of purchase.
Refunds will be issued once the returned item has been received and inspected. Please note that original shipping fees are non-refundable, and return shipping costs are the responsibility of the customer unless otherwise stated.
When will I receive my refund?
Once your return is received and inspected, you will be notified by email whether your refund has been approved or declined. If approved, your refund will be issued within 10 business days to the original payment method.
Please note that bank processing times may vary depending on the institution.
What should I do if my order is late?
If your order has not arrived within 15 working days of shipment, please contact us by email at Support@monacovintage.com . We will launch an investigation with the carrier.
Address : Ringvaert 29, 5171MT, Kaatsheuvel, Netherlands
E-mail : Support@monacovintage.com
Phone : +16472884213
VAT number : NL004841953B37
Commercial registration number : 90801075
Our customer service is available Monday through Friday between 9:00 AM and 5:00 PM.ET (Toronto). We strive to respond to and resolve any questions or issues within 24 hours.