Can I cancel or make changes to my order?
All customers are advised to check their cart carefully before checking out. Should there be a need to request for a cancellation or to make some changes, please contact our customer support team here with your order number and email address used to place the order.
A cancellation fee for all orders (3.3% for SG, 3.7% + Shopify currency conversion fee for international transactions) will apply. Cancellation fees may differ depending on Shopify's regional charges.
We are unable to process any changes or cancellation requests once your order has been processed and shipped.
I can't find my order number. Why?
After each order has been successfully paid for, you should receive an order confirmation email with your order number from Shopify.
However, this email may sometimes be mistakenly sent to your spam folder. If you have not receive the email after a few hours, do drop us an email or use the contact form with the email address you used to make the order.
I accidentally deleted the order confirmation email. Help!
Drop us an email here with the email address you used to place your order and we will get back to you within 2-3 business days.
I've made two (or more) orders. Can they be shipped together?
We will try our best to retrieve your orders if they have not been processed and picked up. The difference in shipping fees (if any, excluding Shopify transaction fees) will be refunded on one of your orders.
We will not be able to assist once your orders have been picked up by the courier.
Can I combine my order with my friend's order?
In line with Shopify's fulfilment policy, your order can only be sent to the shipping address indicated in your order.
My order was delivered, but something is missing.
While unpleasant, we do sometimes miss out things when packing orders. Do drop us an email here with your order number and the email address you used to place the order, and we will be happy to help.
My order arrived damaged. What should I do?
At MONOKEI, we take every possible measure to ensure the items are packed well and properly cushioned. Once the item has been picked up by the shipping courier, we are not liable for any products lost or damaged in transit.
In the unfortunate event that your order arrives damaged, please save all packaging materials and damaged goods and contact the courier company to file a claim.
I'm in Singapore, can I pick up my order from you?
In light of prevailing COVID-19 safe management measures, we are unable to offer pick-up options at the moment. We are more than happy to send your order to your preferred shipping address.