Additional Questions

What's the best way to receive updates?

You may consider using the following services:

1. Discord:

We provide updates via our server.

2. Instagram:

We provide updates via our social media platforms too.

3. Newsletter:

We hate promotional emails, but hey, if you sign up we promise very few emails sent to your inbox.

4. Updates tab:

We provide updates on all current projects for you at a glance.

5. Email:

Still unsure? Feel free to email our support team here to clarify your questions.

What is the Human Limit?

At MONOKEI we strive to create the best experience we can offer, as such we might activate the Human Limit as a clause for rare occasions.

Our goal remains the same - we try our best to provide unlimited group buys when possible.

The Human Limit

While we aim to provide as many items we can to as many people possible, we are but frail human beings too.

As such, if a group buy hits an undisclosed threshold in terms of numbers we will consider closing the buy ahead of time. We do this in order to ensure that all buyers get the best possible experience we can provide.

This only applies for products sold via group buys.

Can I email in a different language? 我能用中文沟通吗? 日本語でメールしてもいいですか?

Yes! We can converse with you in the following languages:

  1. English
  2. Bahasa Malaysia
  3. 中文 (简体,繁体)
  4. 日本語 OK!

Can I return, refund and/or exchange my order?

Return and refund

To be eligible for a return and refund, your item must be in the same condition that you received it. It must also be in the original packaging.

Before shipping the item to us, please contact us here with your order number.

Once you have received a confirmation email from us, please mail the item to us, at your own cost, via registered mail. You will be responsible for paying for your own shipping costs for returning your item.

Shipping fees, return shipping fees, and Shopify transaction fees are non-refundable. If you receive a refund, the cost of return shipping (if applicable) will be deducted from your refund.

Once your item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you regarding the approval or rejection of your refund request. If your request is approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment within 30 days.

Non-refundable shipping fees

Customers are responsible for any shipping fees incurred when returning items. Shipping fees, return shipping fees, and Shopify transaction fees are non-refundable. if you receive a refund from us, the cost of return shipping (if applicable) will be deducted from your refund.

When returning items, please only use trackable shipping services. We cannot guarantee that we will receive your returned item.


Return address

To return your product, please send it to:

MONOKEI

7 Gambas Crescent, Ark@Gambas

#09-18

Singapore 757087

Late or missing refund

If you have yet to received your refund, please do the following:

  • Check your bank account again.
  • Contact your bank / payment provider. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund, please contact us here.


Exchange

We only replace items if they are defected or damaged (not including damage incurred during shipping). If you wish to request for an exchange for the same item, please email us here.