FAQs

Orders

Where is my order

You can track your order by logging into your Monoporium account and selecting ‘Order History’, then click on your order number, the tracking link will be on this page.
After placing your order with us you will receive an email confirmation, followed by a dispatch email with the tracking link.
Please check our estimated shipping time frames, if your order’s delivery falls outside of this send us an email and we will lodge an investigation with Australia Post.

I have placed an order when will it be dispatched?

All orders are dispatched within 1 business day via Auspost*. If your order is placed on a business day before 11am AEST, it will be dispatched same day. If it’s placed after 11am AEST, it will be dispatched the following business day. Please note any orders placed over the weekend will be dispatched on the next business day.
*If your order is part of a promotion these time frames may not apply.

I'm an international customer will I have to pay for customs and duties?

Yes, all international customers are liable for additional import taxes and custom fees within their own country. Fees are determined by destination country, we cannot provide an estimate for these prior to delivery, for more information regarding specific costs we recommend contacting your local customs office or postal service website.

Can I change my order once it has been placed?

We are unable to edit or cancel your order once it is placed through our online store. All orders are processed immediately after they are received and are sent via AusPost unless you are an international customer.

My order is missing an item.

Most orders are fulfilled from our warehouse, however due to stock availability your order may be split and be fulfilled from multiple locations. If you have received your order and you have a missing item, it is likely your package has been separated in to two shipments. If this is the case, you should receive two tracking emails from us. If you have any concerns relating to your order please contact us.

I have received a faulty/damaged item in my order.

For any garment that may have a possible fault we do follow a process, this means we can provide either a repair, replacement or refund for you. Send through a photograph of the fault, a description and proof of purchase to our customer care team and we will get this resolved for you or alternatively hop onto our return portal and place your order number and the email used to purchase and follow through the steps. We are welcoming and appreciative of all customer feedback.

What methods of payment do you accept?

We accept all credit/debit cards, PayPal, Afterpay, and Monoporium Online Gift Cards.

Returns

How can I return my order?

We offer 14 day returns on all items that are in unworn, unwashed original condition with tags attached. To return an item, please process a returns request through our Returns Portal using your order number and email address used when placing the original order. Once this is completed you will receive a prepaid shipping label in a separate email. Please check your junk mail folder if you don’t receive it in your inbox.
The cost of the return label $9.95 will be deducted from your refund. If you opt for a credit note instead of refund your return will be free.
Once we receive your return, we will process your refund back to your original payment method and notify you when this has been completed. Please note, this can take 2-5 business days depending on your bank provider.
You can find our full returns policy here.
Please note: Your order number will be displayed on the returns label we provide you with. Should you return your item independently, please ensure you have clearly marked your order number on the front of your returns parcel. If this can not be identified, you may experience delays receiving your refund until we can identify your package.

I'm an international customer can I return my order?

Yes, please head over to our Returns Portal to request a return. International customers are responsible for all return shipping costs.
Please send your return to:
Order #
Monoporium Returns
P.O BOX 568
IRYMPLE, VIC 3498
AUSTRALIA
Once we receive your item, we will process your refund back to your original payment method and you will be notified via email once this has been processed. Please note, this can take 2-5 business days depending on your bank provider

Can I exchange my online order?

We do not offer online exchanges; however, we happily accept all returns within 14 days of purchase. You may return your item for a ‘store credit’ which you may use to repurchase the desired garment. Please head over to our Returns Portal to request a return.

When can I expect my refund?

As soon as we receive your return and process it, you will be refunded and notified via email. Please allow 2-5 business days for processing time and the funds to arrive back on your original payment method.

I don't have a receipt can I still return my items?

Of course, pending your return adheres to our returns policy and you either have the purchase attached to your Monoporium account or you have the purchase on your bank statement this is sufficient proof of purchase.

Am I eligible for a refund if I paid with Afterpay or Zip Pay?

Yes, once we process your refund Afterpay and Zip Pay will cancel all future repayments and issue a refund for any previous payments. You will be notified by email when each step is complete. As Afterpay and Zip Pay is a third party, please allow time for this to be processed.

I received a Monoporium gift can I return it?

Sure, please ensure the item is returned in new, unworn, unwashed original condition with tags attached. Gifts can only be exchanged in store or returned for a store credit. Please note, we will need to identify original proof of purchase on the purchasers account. Email us if you need assistance with this.

Product

How do I know my size?

Next to each product under the size selection, there is a general 'Size Guide', please click on this to determine which size will be best suited for your body. Alternatively, our customer care team are equipped with style knowledge of each garment, please contact us for guidance.

You've run out of my size will you be restocking?

Most of our signature pieces will be restocked throughout the year. However, each limited release is exclusively only produced in limited quantities and will not be restocked. For specific information about restocking please feel free to contact us.

How do I wash my Monoporium garment?

Please turn your garment inside out, the care instructions are specified on the care label on the side seam of the garment.


MACHINE WASH - COLD FOR ALL GARMENTS, WARM WATER MAY DESTROY FRAGILE FABRICS AND PRINTS. IN SUCH CASES PRODUCT BECOMES INELIGIBLE FOR REFUNDS.

Accounts

I've forgotten my password/I need to change my password

Get in touch with our customer care team and they will send you a password reset email. Alternatively, click 'forgot password' underneath the sign in button and follow the prompts.

I need to edit the shipping address on my account.

Log into your Monoporium account and select ‘Addresses’, this will allow you to edit and delete your addresses.

How do I unsubscribe from your mailing list?

Please scroll to the bottom of our email, there is an ‘Unsubscribe’ button. Please click on it and follow the prompts.

I need to delete my account.

Please get into contact with our customer care team and we will assist with deleting your account.

Gift Cards

Can I return a gift card?

Gift vouchers are not refundable, so please choose mindfully.

When will my gift card expire?

All gift cards are valid for 3 years from purchase. If you have any trouble accessing or processing your gift card, please live chat us during business hours or contact customer care.

How can I apply my discount or gift card code?

At the checkout, enter your discount code in the ‘Gift Card/Discount Code' box and select ‘Apply' the total will repopulate with the discount applied.


If you've made it this far into our FAQ, here have $5 off your order, on us. 5OFF<3