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F A Q s

  • What is your exchange & refund policy?
    All items sold are strictly non-refundable due to hygiene purposes. We are not liable for any lost mail. In any cases of item(s) received is/are: damaged or not your order Do contact us by drop us an IG DM or email us or contact us here, with a photo for verification and your order number. We will get back to you within the next 3 working days. Any additional costs incurred for delivery will be paid by us. Inspection of returned items(s) will be done to check the condtions of the item(s). If item(s) are found to be in normal conditions, any requests for exchange/refund will be rejected. In cases where parcels are returned due to: incorrect or invalid or incomplete address we will contact you via email/IG DM on the follow up actions. Additional costs for delivery will be paid by you and Monserene is not liable for the additional costs incurred.
  • What payment methods do you accept?
    We accept credit, debit cards, Paypal and for local (SG) payments, we also accept Paylah!, Paynow and bank transfer under manual payments. We would prefer payments via either Paylah! or Paynow if you are a local customer to prevent incurring additional transaction fees on for us. Manual payment steps: Payment has to be made within 15 minutes for web orders. Once payment is done, please fill up this manual form or simply drop us an IG DM with payment proof & your invoice number.
  • International countries we currently ship to:
    For Shipping Policies, head over to Shipping & Delivery for more details. Asia Region 1: Malaysia Asia Region 2: Hong Kong Macau China Taiwan Indonesia Thailand Vietnam South Korea Australia New Zealand Rest of the World India United States Japan Germany Denmark Spain France United Kingdom Greece Arab Emirates Austria Belgium Canada Switzerland Italy Ireland Turkey Netherland Norway Oman Portugal Qatar Russia Saudi Arabia Sweden We currently do not ship to countries that are not included in this list. We apologise for any inconvinience caused.
  • What materials are your items made of?
    We use a combination of Stainless Steel, 14K Gold Plated Alloy & 925 Sterling Silver. You can find out which material we've used for each product in their listing.
  • How often do you have product launches?
    We usually launch once or twice a month but 3 times if we are feeling extra (super rare)! Our product launch dates are released on our Instagram along with sneak peeks. Follow us to be the first to find out when your favourite items will be restocking as well!
  • Can I combine my orders from Instagram & Web?
    You can drop us a DM on Instagram @monserene to notify us about it. This can be discussed. However, do note that if you have already placed your order on both platforms, additional shipping fees might not be refunded.

Can't find the answer you're looking for?

Head over to our Contact page or Instagram DM us, we will get back to you within 3 working days.

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