Shipping policy

SHIPPING POLICY

OVERVIEW

At Mona-Me, we aim to deliver your order safely and efficiently. Please review the information below to understand our shipping processes, timelines, and responsibilities.

This Shipping Policy forms part of our Terms of Service.

ORDER PROCESSING

  • Orders are processed once payment has been successfully received.

  • Processing times may vary depending on whether the item is ready-to-wear, made-to-order, or custom.

  • Estimated processing times will be communicated at checkout or via email where applicable.

Please note that processing times do not include shipping time.

MADE-TO-ORDER & CUSTOM ITEMS

  • Made-to-order or custom garments require additional production time.

  • Estimated production timelines will be communicated prior to or after purchase.

  • Once production has begun, orders cannot be cancelled or refunded unless the item is faulty.

SHIPPING METHODS & DELIVERY TIMES

We ship using trusted courier services. Delivery times are estimates only and may vary depending on location.

  • South Africa (Domestic):
    Estimated delivery: 2–5 business days after dispatch

  • International Shipping (if applicable):
    Estimated delivery: 7–21 business days after dispatch

Delivery timelines may be affected by courier delays, customs clearance, public holidays, or circumstances beyond our control.

SHIPPING FEES

  • Shipping costs are calculated at checkout unless stated otherwise.

  • Any customs duties, import taxes, or clearance fees for international orders are the responsibility of the customer.

TRACKING

Once your order has been dispatched, you will receive a tracking number via email where available.
It is the customer’s responsibility to monitor delivery and ensure availability to receive the parcel.

RISK & RESPONSIBILITY

  • Risk of loss or damage passes to the customer once the parcel has been handed over to the courier.

  • Mona-Me is not responsible for delays, loss, or damage caused by the courier once dispatched, but we will assist where possible in lodging claims or tracking parcels.

INCORRECT SHIPPING DETAILS

Please ensure that all shipping details are correct at checkout.
Mona-Me cannot be held responsible for orders delayed or lost due to incorrect or incomplete address information provided by the customer.

Any additional shipping costs incurred due to incorrect details will be the responsibility of the customer.

FAILED DELIVERY / UNCOLLECTED PARCELS

If a parcel is returned to us due to failed delivery attempts or non-collection:

  • The customer will be responsible for reshipping costs

  • Refunds (if applicable) will exclude original shipping fees

DAMAGED OR LOST PARCELS

If your parcel arrives damaged or appears tampered with:

  • Please notify us within 48 hours of delivery

  • Provide clear photographs of the packaging and contents

Claims reported outside this timeframe may not be accepted.

CONTACT INFORMATION

For any shipping-related questions, please contact:

Mona-Me
Email: shop@moname.co.za
Phone: +27 73 033 9664