FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTION

Do you ship internationally?
Yes, we ship worldwide. Cost of shipping varies from one country to another and communicated via email.

Is it safe to use my credit card on your site?
We can certify that your credit card details are safe when used on our website. Every credit card purchases you make at Mona Matthews is verified through the authorized payment gateway, Paystack.com.

Do you take phone orders?
All orders are placed online through our website.

How do I know the status of my order?
From the moment you place your order, we will notify you through email about your tracking code and URL, which can be used to track your order.

How do I cancel my order?
To cancel an order, please contact Monamattews.com Customer Care at +234 8023055212 as soon as possible. This is because dispatch processes start as soon as orders are placed and as a result it may not always be possible to cancel an order.

Why was my order / item cancelled?
Your order/item may have been cancelled if the item in your order isn’t available at the point of purchase or if the there is an error in the information you left. In the event that the item is then sold out, a cancellation may occur. Please note that orders / items are only charged at the time of dispatched, so you will be only charged for items that you will receive.

What should I do if my size of the product is sold out or unavailable?
Due to the popularity of some of our items, they may sometimes sell out but if you are keen on having that same product in your size, you can fill the pre-order form. Also, you can always explore our stores for some other options.

How do I find a specific shoe?
If you know the name of the shoe, you can search for the item by using the search bar on the website. Alternatively, you can filter your search down to specific colour, size or price using the Refine filter on the category pages.

The shoes I want are not available online in my size, what should I do?
Please visit our store at 322A, Ikorodu Road, Elizade, Toyota, Plaza, Anthony, Ikeja, Lagos.

What is your privacy policy? Do you sell email addresses to marketers?
We would never give, sell or trade your personal information with any business entity or individuals. We have a stringent privacy policy in place. We only use your contact information to contact you.

What is your return policy for in-store purchases?
We will accept every good returned within 5 working days after purchase. The goods must be unworn, in good shape and must be returned in its original package/box. Remember to bring along the original invoice and other form of payment. It is pertinent to please note that shipping fees are non-refundable.

What is your return policy for online purchases?
We will accept every good returned within 5 working days of delivery or purchase. The goods must be unworn, in good shape and must be returned in its original package/box to our stores. If you wish to return your purchase via DHL, please contact our Customer Care team at +234 8023055212 or by email at customercare@monamatthews.com to have a return label sent to you via email. Please note that returns made by DHL are subject to an amount that would be deducted from your refund.

How long will it take for me to get a refund?
As soon as your return is received and inspected, your refund will be processed and applied to the original method of payment within 7 working days and you will be notified via email as soon as the refund is processed.

I received a Defective/Damaged item, what do I do?
Please email us at customercare@monamatthews.com with your order number and photos of the Defect/Damage for review by our quality assurance department.

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