Customer Help

If talking to a real-life human is more your thing, you can contact us to reach our customer service.

How can we help?

FAQ

Order & Delivery

What are your delivery options?
  • Store pickup
    For store pick-up, the store will contact you once the parcel has reached them. You can expect a call from our store once the order is completed in 2 - 3 working days.

    If you do not receive any calls from our store, please provide us your Order Number for us to check with our store. Please bear with us and we will reply to you within working hours 9:30am - 7pm (Monday to Friday).


  • Local delivery
    For local delivery, you may expect to receive the parcel within 2 - 3 working days after order is completed.

    If your order tracking information is marked as "Delivered" but hasn't received your parcel, do provide us your Order Number and we will further assist you!
How much is the shipping fee?

Free shipping within Malaysia.

For international orders, the shipping fee will be calculated at cart page.

When is my order scheduled to be dispatched?

Our orders are scheduled for dispatch at 10:00am. However, please be aware that unforeseen circumstances could potentially result in an earlier or delayed dispatch. Please reach out to our customer service agent at hellomy@monoloq.com for more information on your order status.

What is the estimated delivery time for my order?

Your order is expected to be delivered within 2-3 business days.

How do I go about making changes to my delivery information? Can I modify or cancel my order after confirmation?
  • If your order is fulfilled, we are unable to make any changes to your order.
  • If order is placed within the first few hours of confirmation, do provide us with Order Number and the new shipping address. We will try our best to rectify it as soon as possible.
What do the different order statuses signify?
  • Pending payment
    If you have paid successfully but order status remains as pending payment.
    Fret not! Please email us at hellomy@monoloq.com with your Order Number and a screenshot of the transaction slip (if possible).
    We will check and reply you as soonest, within working hours between 9:30am - 7pm (Monday to Friday)
  • Unfulfilled
    Your order has been successfully placed. We kindly ask for your patience as we prepare to dispatch your order shortly.
  • Fulfilled
    We have dispatched your order, and our courier partner has picked it up. They will arrange for the delivery to you as soon as possible.
Do you deliver internationally?

Yes, we do deliver internationally. Regarding international delivery, you will receive an email containing tracking information once the parcel departs from our warehouse. Kindly note that there may be an extended lead time due to customs clearance procedures. As your package is being shipped internationally, we want to bring to your attention that your country may impose customs duties, taxes, or other fees on imported goods. These charges are determined by the customs authorities in your country and are beyond our control.

Please be aware that any customs duties or taxes incurred are the responsibility of the recipient. Unfortunately, we are unable to predict or influence these charges, as they vary from country to country.

If you require additional assistance, please leave us a message. We will respond during our working hours from 9:30am to 7pm (Monday to Friday).

If there are missing or incorrect items in my order, what should I do?
  • We apologize for the confusion. Please send an email to hellomy@monoloq.com with the following details, and we will rectify the issue:

-Order Number
-Product name and Article Number
-Image of the incorrect item
-Preferred Exchange Method: Store location

  • For missing items, kindly email us at hellomy@monoloq.com with the following details, and we will address the situation:

-Order Number
-Product name and Article Number of the missing product

We will investigate this matter and advise you on the next steps accordingly.

Returns and Exchanges

Is it possible to exchange/return items that are not suitable for me?

If you need a change of size/item, our retail crew are happy to assist you with an exchange! We recommend notifying us via email in advance for a smoother transaction, all exchange must be done within 30 days from the purchase date.

  • For online exchange, if you happen to change your mind, simply visit any of MONOLOQ retail stores to do an exchange with an item of the same price value or bundle deal. Do bring along a copy of the order invoice/e-invoice for reference.
    Feel free to approach our retail crew at the store and we're happy to assist! 

  • For in-store purchase, please bring along the receipt for reference.

  • For returning an online order, we're sorry to hear that our item did not meet your expectations.
    You may return the item to any of MONOLOQ retail stores within 30 days of purchase. Once we have verified your return, we will refund online store credits to your account within 2 - 3 working days.

  • Please ensure that the item for exchange and return is unworn, unwashed & in its original sold condition with tags intact.
Am I eligible to exchange/return sale items?

Please note that sale items are non-exchangeable or return.

Am I allowed to exchange/return an item that was purchased using a promotional code?

Please be aware that orders made using a promotional code are not eligible for exchange or return.

Payments

Which payment methods are accepted for transactions?
  • We accept various payment methods for online orders, including credit cards (VISA, MASTERCARD, Online Banking, Digital Wallets) and PayNow on our website.
What could be the reason for my payment failure? What steps should I take to resolve it?

There are various reasons that can lead to payment failure, including an expired credit card, a disrupted connection during credit card processing, or failure to authenticate in time. If you encounter any payment issues, please feel free to contact us for assistance.

Promotion

How can I check the current ongoing promotions?

To stay updated with our latest information, you can follow our social media channels and subscribe to our newsletter. Alternatively, you can visit this page to view our current ongoing promotions.

Why am I unable to apply the promo code?

Your coupon might not be working due to the following reasons:

-Verify if the code has been correctly entered.
-Confirm if the code has expired.
-Ensure that you are logged into your account for certain codes to apply.
-Certain codes might necessitate a minimum spend or only apply to specific products/collections.
-For any other coupon codes received via our newsletters, please review the terms and conditions outlined in your email.

If the issue persists, please contact us or email us at hellomy@monoloq.com and provide a screenshot of the error message for further assistance.

I have already placed my order but forgot to apply the discount code, what should I do to apply it?

You can submit the form on the contact us page. We will review each case individually and make every effort to assist you with your query.

Gift Card and Store Credit

How do I purchase an e-gift card?

You can conveniently purchase your e-gift card here.

What is the expiration period for the gift card?

The E-Gift Card remains valid for one year from the date of purchase, and no extensions will be granted beyond this period.

How do I use my gift card for my order?

To redeem, simply apply the Gift card code provided in the email during the checkout process. You can utilize the E-Gift Card for multiple transactions until its value is fully depleted.

Am I allowed to return my order if I have used a gift card for the purchase?

Certainly, you are able to exchange ONE time or return your order when using a gift card for the purchase. However, please be aware that we will only issue online store credit if you choose to return the order.

What are the terms of use for MONOLOQ Online Store Credit?

Here are the terms and conditions regarding our online store credit:

-Online store credit can be utilized solely for online purchases at https://my.monoloq.com/.
-Online store credit remains valid for 3 months from the date of issuance.
-Online store credit cannot be redeemed for cash and is non-refundable and non-exchangeable.
-It cannot be used to purchase any gift vouchers.
-Online store credit will be provided once return and exchange items have been verified and finalized in-store.
-For purchase amounts exceeding the value of the online store credit, the remaining balance must be settled using our accepted payment methods.

Am I allowed to return my order if I have used store credit for the purchase?

Certainly, you are able to exchange or return your order up to 1 time only when using store credit for the purchase. However, please be aware that we will only issue online store credit if you choose to return the order.

The conversion of your online store credit into cash is not permitted.

Membership and Account

How do I sign up for MONOLOQ membership?

You can easily create an online account on our website.

How do I modify or update my personal details?

You can update your details by clicking on 'My Account,' or contact us for assistance with account updates.

How does MONOLOQ handle and utilize my personal information?

Please refer to our privacy policy for more information.

Website, Products, Newsletter

Do I need to have an account in order to make purchases?

In order to proceed with your purchase, we kindly request you to sign up for an account. This not only facilitates a seamless checkout process but also enables you to track your order, manage your preferences, and enjoy an enhanced shopping experience. Your account will ensure a more personalized and efficient service tailored to your needs. Thank you for choosing to create an account with us as you embark on your shopping journey.

What should I do if I am unable to log into my account?

Feel free to contact us for further assistance.

Does adding items to my shopping cart reserve them for a certain period of time?

Please be aware that the act of adding items to your cart does not serve as a reservation. Items will only be reserved upon the completion of the checkout process.

What are the recommended methods for caring for my MONOLOQ apparels?

Explore detailed information about caring for your MONOLOQ apparels by visiting our Garment Care page. It provides valuable insights and recommendations to ensure the longevity and optimal condition of your garments.

Retail Stores

What should I do if my purchase from the retail store is defective?

Should you have a defective item, kindly return it to our store, and our sales advisors will be pleased to assist you further.

What are the locations of your physical retail store(s)?

Explore the locations of our stores by visiting our Stores page for more information on where to find us.

Am I allowed to reserve an item for purchase at your retail store?

Please note that item reservations are valid for up to 1 day only. Additionally, sale items are not eligible for reservation.

Get in touch

Have questions about your order, or a general enquiry?