Question 1

What is your exchange & refund policy?

Accepted Answer

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 dropping us an IG DM (http://instagram.com/monserene)or email us (mailto:monsereneco@gmail.com?subject=Damaged Item)with your order number and a screenshot of it.
 
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.

Question 2

What payment methods do you accept?

Accepted Answer

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 o(https://www.monserene.com/manual-payment)r simply drop us an IG DM (http://instagram.com/monserene)with payment proof & your invoice number.

Question 3

International countries we currently ship to:

Accepted Answer

For Shipping Policies, head over to Shipping & Delivery (https://www.monserene.com/shipping-policy)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.

Question 4

What materials are your items made of?

Accepted Answer

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.

Question 5

What happens when my jewellery is broken?

Accepted Answer

We offer repair services depending on the item and the nature of the damage. You can drop it off at our studio or mail it to us for assessment and repair (shipping costs will be borne by the customer).
Please note that we do not offer exchanges for damaged items unless it is determined to be a manufacturing defect.
If you’re unsure whether your piece can be repaired, reach out to us with a photo and brief description — our team will be happy to assist.

Question 6

How often do you have product launches?

Accepted Answer

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 (http://instagram.com/monserene)along with sneak peeks. Follow us to be the first to find out when your favourite items will be restocking as well!

Question 7

Can I combine my orders from Instagram & Website?

Accepted Answer

You can drop us a DM on Instagram @monserene (https://www.instagram.com/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.

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