F A Q

  1. Do I need to open an account to place an order?

You can complete an order as both a registered or an unregistered customer. If you are a new customer and wish to register, you can click on the Register button to enter your personal information.

Your address will be filled directly through the registration of the order form.


  1. Is my personal information kept private?

Your personal information is private and confidential, and will never be shared with third parties.

For more information, please consult the section dedicated to the Privacy Policy.


  1. I forgot my password - what should I do?

To reset your password, follow the instructions in I forgot my password in My Account.


  1. What payment methods does monastreyclothing.com accept?

We accept the following payment methods:


Credit card

Paypal

PayU


  1. How long does transportation take and how much does it cost?

Transportation normally takes up to 5 business days in the U.S. and up to 10 outside the EU.


Transportation costs vary by country (please see the dedicated section: Transportation).


  1. How many taxes do I have to pay?

Taxes are calculated according to the destination of the shipment.

You will have to pay them over the price shown in the virtual store, which means that you will receive a separate invoice for them.


  1. Can I change or cancel my order once I have confirmed it?

We can cancel your order, change an item, size or edit billing or shipping details before the items have been prepared for transportation.

Attention, we cannot combine orders or add items to an existing order once it has been confirmed.


If you need to make any changes, please call our Customer Service at +57 320 6986342.

 

  1. How can I track my order?

Once your order package leaves our warehouse, you will receive an automatic email with the DHL tracking number to be able to track it during your trip.

If you are a registered customer, you will be able to track your package by accessing your account in the My Orders section.


  1. How can I return or exchange an item?

Making a return or exchange is very easy. You have 14 days to decide whether to return an item.

You simply need to request a return authorization number (RMA) from your account by filling in the required information.


  1. Will my order be fully refunded?

We will make your refund according to the payment method selected to place the order. In case of cash on delivery orders, the amount will be returned by bank transfer.

It is not possible to reimburse transport costs, unless the items are defective or incorrect. All sales taxes are included in your refund if your order has been shipped within the EU.

Outside the EU, taxes and customs charges are not refundable. You can recover these expenses by contacting your local customs office directly.

For information on the time required for reimbursement, see the dedicated section: Time for reimbursement.


  1. Is it possible to get a voucher instead of reimbursement?

In case of return you can choose between the refund, the exchange or a voucher.


  1. What does it mean to add a product to the waiting list?

Adding a product to the waiting list means that, in case the product becomes available again, you will be immediately informed by email.


  1. How can I subscribe / cancel the MONASTERY newsletter?

If you wish to cancel, click on the cancel link in the newsletter at the end of the newsletter.


  1. What size should I select?

You will find a link to a size conversion chart on each product page, to help you convert international sizes.


If you need more help, our Customer Service can answer all your questions about sizes: please send an email support@monastery.comco to get in touch with us.


In case the size you ordered is not the correct size, you can easily return your items within 14 days of receipt.


  1. Can I return a custom item?

Withdrawals, cancellations, exchanges or returns of orders for personalized items are not accepted.