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Customer Care

Thank you for shopping at Monojoe.

At our Help Centre, you will find all the information necessary to make your shopping experience that little bit easier.  If you are unable to find the information you are looking for, please contact us at info@monojoe.com.au.

 

Happy Shopping!

Shipping & Click and collects

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ALL AUSTRALIAN ORDERS ARE SENT WITH AUSTRALIA POST

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* Next day delivery is for addresses that fall within the Australian post network.  Delivery time excludes weekends and public holidays. Orders placed before 1 pm (QLD time) will be sent the same day. Australia post will email you a tracking number once the order is in transit.  You can track the parcel online here: http://auspost.com.au/parcels-mail/track.html#/track

Please note, during sale periods or special promo sales, there could be a slight delay with shipments due to the capacity of orders.  We will try to do our best to get all orders out within 2 business days during sale periods.

We want to ensure your parcel will arrive securely so if you are not at home when your package arrives, Australia Post will leave a card which you just need to take to the nominated Australia Post branch and pick up. 

If you have not received your item/s within 4 business days of placing your order please email us on monojoe2017@gmail.com with your full name and order number and we will look into your delivery immediately.  In most cases this means that an attempted delivery has occurred and that your parcel is waiting for you at your nearest post office for collection.

Monojoe is not responsible for any lost or delayed parcels once lodged with Australia Post.

In the event that an ordered item is not available or we are unable to fulfill your order, we will notify you within 1 business day to arrange an agreeable alternative item, a backorder or a full refund.

 **For international address, please contact our friendly staff at monojoe2017@gmail.com for further assistant.

Click&Collects

Unfortunately, our click and collect service are only available for VIC.

Pick-up address is 13/31-39 Norcal road, Nanuwading, VIC, 3131.

Returns

Returns

All full priced items can be returned within 14 days of purchase for store credit only.

Please submit a "return request" online prior to sending back your return.  The "return request" must be approved before the garment can be sent back.

The items must:

  • be received in original condition-unworn, unwashed, with all original tags still attached 

  • not have any makeup or smell of perfume/deodorant so please take care when trying on your order

For hygienic reasons, cosmetics, hosiery, swimwear, underwear or earrings cannot be returned.

Returned items not received in their original state will automatically be returned to the customer. We reserve the right to return the garment to the customer if we believe the garment is not in its original condition.

Please follow the below steps to REQUEST A RETURN of a garment.

  • go to our website www.monojoe.com.au

  • click on Sign In in the top right-hand corner, enter in your email and password to log into your account 

  • the orders page with a record of your orders will automatically show up

  • click on returns of the relevant order and select the quantity to be returned

  • select a return reason and select a return action

  • submit return request

N.B  - If you checked out as a guest or do not know your login details please email us on monojoe2017@gmail.com and we can provide them.

         - We will respond to your return request within 24 hours

         - The refund option should only be selected if your garment is faulty (refunds will take up to 5 business days to process) 

  • You can monitor your return request by clicking into "my account" and selecting "return request" or checking via email

  • As soon as a return has been authorised, please send the garment back to the address listed in confirmation email within 14 days from receiving the garment

  • The cost of return shipping is at the customer's expense.  Australian customers only can purchase a flat rate return label through us, please contact info@monojoe.com.au to purchase otherwise you can also arrange your own courier service.  We advise sending it back through traceable mail as we will not be responsible for lost returns.

Cancellation of Orders

Once an order is placed and paid for we cannot cancel the order for a full refund however we can refund in the form of store credit.  If you would like to change your mind on an order you will need to contact us immediately within business hours, if the order has not been shipped we can cancel the order for you and apply store credit to your account.

Purchases of Sale Items

All purchases of SALE items are final and cannot be exchanged or returned.  Sale prices of any item/s cannot be applied to previous orders already completed and/or shipped.  All coupon codes must be entered at the time of purchase, cannot be redeemed after the order is completed/processed. 

Product Display

With all our online images, we do our best to display the true colour of the garment however as computer monitors and settings may vary we cannot guarantee that your monitor will display the exact colour of the garment, it may vary slightly.

Store Credit

All returns will be issued with a store credit within 3 working days, there is a 12-month expiry date on all store credits.

Due to the fast turnover of stock, we cannot guarantee that we will have a different size in stock to exchange. For this reason, any returns will automatically be issued as a Store Credit that will allow you to revisit our site to either purchase a different item or the same item in a different size, provided it is available. Once the store credit is processed you will receive an email notifying you that the credit is available to use. Store credits will only be issued for the returned garment/s less original shipping costs if there was one. 

Faulty Items

Before sending, all items are thoroughly inspected. In the event of a manufacturing fault, we are happy to refund, repair, exchange or credit the goods. Goods must be returned within a reasonable amount of time for a refund to be considered. Full proof of purchase must also be provided, this can be in the form of a receipt or bank statement. After Inspection if your garment is deemed faulty a full refund will be processed back into the original form of payment only (credit card, PayPal or store credit).  For more information about returns policies, please visit the Office of Fair Trading at  http://www.fairtrading.qld.gov.au/refunds.htm 

Please note that we do our best to display the true colour of the garment however colours may vary slightly depending on your computer monitor/device.  We do not consider this a fault if the colour is slightly different.

Please "request a return" if you believe your garment is faulty. Please allow up to 5 business days for refunds to be processed once we receive your return.  

Payment

Payment & Security

Monojoe aims to ensure your security on our website is of a high standard. If you have any questions, please email us on info@monojoe.com.au.

All of our prices are in Australian dollars (AUD) and include GST.

We have the below payment options;

  • EWAY - Australia's leading e-commerce merchant, processing all of our Australian credit/debit/ Amex card transactions (we do not store your credit card details - in fact, we don't even receive it).

  • PAYPAL 

          All other personal information submitted remains strictly private.

Privacy Policy

Privacy Policy

1. We respect your privacy​

1.1. Monojoe respects your right to privacy and is committed to safeguarding the privacy of our customers and website visitors. We adhere to the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). This policy sets out how we collect and treat your personal information.

1.2. "Personal information" is information we hold which is identifiable as being about you.

2. Collection of personal information

2.1. Monojoe will, from time to time, receive and store the personal information you enter onto our website, provided to us directly or given to us in other forms.

2.2. You may provide basic information such as your name, phone number, date of birth, address and email address to enable us to send information, provide updates and process your product order. We may collect additional information at other times, including but not limited to, when you provide feedback when you provide information about your personal or business affairs, change your content or email preference, respond to surveys and/or promotions, provide financial or credit card information, or communicate with our customer support.

2.3 With this information you have provided you also consent to receive further electronic communication from us in relation to Monojoe business, including information relating to the products we offer, competitions we may run, special offers and any other commercial message.  At any time you may choose to opt out by emailing us on info@monojoe.com.au with subject matter: unsubscribe or by means of a link provided in all our promotional emails that are sent to you by Monojoe.

3. How we collect your personal information

3.1. Monojoe collects personal information from you in a variety of ways, including when you interact with us electronically, through email or over the phone, when you access our website and when we provide our services to you. We may receive personal information from third parties. If we do, we will protect it as set out in this Privacy Policy.

4. Use of your personal information

4.1. Monojoe may use personal information collected from you to provide you with information, updates and our services. We may also make you aware of new and additional products and opportunities available to you. 

4.2. Monojoe may contact you by a variety of measures including, but not limited to telephone, email, SMS or mail. 

5. Disclosure of your personal information

5.1. We may disclose your personal information to any of our employees and professional advisers as reasonably necessary for the purposes set out in this Policy. Personal information is only supplied to a third party when it is required for the delivery of our products/services

5.2. We may from time to time need to disclose personal information to comply with a legal requirement, such as a law, regulation, court order, subpoena, warrant, in the course of a legal proceeding or in response to a law enforcement agency request.

5.3. We may also use your personal information to protect the copyright, trademarks, legal rights, property or safety of Monojoe, https://monojoe.com.au/, its customers or third parties.

5.4. Information that we collect may from time to time be stored, processed in or transferred between parties located in countries outside of Australia.

5.5. If there is a change of control in our business or a sale or transfer of business assets, we reserve the right to transfer to the extent permissible at law our user databases, together with any personal information and non-personal information contained in those databases. This information may be disclosed to a potential purchaser under an agreement to maintain confidentiality. We would seek to only disclose information in good faith and where required by any of the above circumstances.

5.6. By providing us with personal information, you consent to the terms of this Privacy Policy and the types of disclosure covered by this Policy. Where we disclose your personal information to third parties, we will request that the third party follow this Policy regarding handling your personal information.

6. Security of your personal information

6.1. Monojoe is committed to ensuring that the information you provide to us is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.

6.2. The transmission and exchange of information are carried out at your own risk. We cannot guarantee the security of any information that you transmit to us or receive from us. Although we take measures to safeguard against unauthorised disclosures of information, we cannot assure you that the personal information that we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy.

7. Access to your personal information

7.1. You may request details of personal information that we hold about you in accordance with the provisions of the Privacy Act 1988 (Cth).  If you would like a copy of the information which we hold about you or believe that any information we hold on you is inaccurate, out of date, incomplete, irrelevant or misleading, please email us at hello@littlelace.co.

7.2. We reserve the right to refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act.

8. Complaints about privacy

8.1. If you have any complaints about our privacy practices, please feel free to send in details of your complaints to 13/31-39 Norcal road, Nanuwading, VIC, 3131. We take complaints very seriously and will respond shortly after receiving written notice of your complaint.

9. Changes to Privacy Policy

9.1. Please be aware that we may change this Privacy Policy in the future. We may modify this Policy at any time, in our sole discretion and all modifications will be effective immediately upon our posting of the modifications on our website or notice board. Please check back from time to time to review our Privacy Policy.

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