Frequently asked questions (FAQ)
Why register?

MONOQI is Dedicated to Design and to bringing you the best new and contemporary pieces from around the world. Our goal is to make exceptional furniture and accessories by international designers accessible to our members — every day, exclusively, and at great prices.

By registering, you've gained access to a whole new design horizon. New Sales begin every day of the week at 07:30 and last for seven days — and check out our Shop for iconic and incredible design objects available all the time.

Items are often produced by small workshops or made to order, and shipped either directly from the designer or from our warehouse to you.

Membership is free, and you're not obligated to purchase anything as a member — we simply want to introduce you to the very best of design.

What happens when I invite a friend to join?

Not only will you be sharing the best in design with your friends, there's a little something in it for you too.

Click on Invite a Friend at the top right of the MONOQI site to send invitations through Facebook, Twitter, or email. For every friend that signs up and makes a purchase of at least 50€, we'll credit 15€ to your MONOQI account 2 weeks after the purchase was made.

Can I cancel my membership?

We'll be sorry to see you go, but you can cancel your MONOQI membership at any time, no questions asked.

Simply email hello@monoqi.co.uk or give us a call at +44 (0) 2038 089 032 between 9:00 - 18:00 CET and we'll begin processing your request right away.

I've forgotten my password. What do I do?

Click "Forgot Password" just below the Login fields and you'll be prompted to enter your email address.

We'll send you a temporary password and a link to where you can change the password.

How do I change my password, email address, billing or delivery address?

Changing your email address and password is easy — simply hover over your name on the top right of the screen and select "Account" to change either or both. You provide your shipping address each time you order.

If you've ordered before, your address will appear automatically in the input field; if you'd like to have your address delivered to a different address, simply provide this address instead.

How can I view my previous orders?

Your name in the top right corner reveals a menu — select "Orders" to view a list of all previous orders.

I'd like to unsubscribe to the newsletter or receive it less often

An email every day can be a lot. We understand. There is an option if you'd like to reduce the number of emails from MONOQI — our Weekly email, bringing the best sales from the past week to your inbox each weekend.

You can also unsubscribe from all our newsletters: hovering over your name at the top right of the screen reveals a menu. Click on "Newsletter" to easily access your newsletter settings.

What is the difference between MONOQI's Daily Sales and Categories?

At MONOQI, we're passionate for design — and dedicated to bringing you the best that contemporary designers and labels have to offer. New Sales go live on our site at 07:30 daily, seven days a week, and continue for seven days — see what's new daily by clicking Daily Sales on the MONOQI site.

There are some products we like so much, it's a shame to put them away. MONOQI's Categories showcase the finest of our design selections and customer favourites from our Daily Sales, available all the time, and with new products added weekly — and with ultra-fast delivery, so you don't have to wait for your pieces to arrive.

Why aren't Categories products discounted?

Each of the objects in Categories is unique in its own way, representing the very best work by designers from all over the world. We aren't always able to offer discounts due to the special materials, manufacturing processes, or high calibre of the products — but the price listed is always the very best out there!

How do I place an order?

When you've seen something you like, add it to your cart. You can view your cart anytime by clicking "Your Cart" in the top right corner of the screen. You can remove items from your cart easily by clicking the X next to the product.

When you're ready for the next step, click Checkout. You will be directed to a new window where you'll be asked for the delivery and billing address. If you've shopped with us before, your address will be saved in our system, but check carefully to make sure the details are correct! Should your billing and delivery addresses differ, it's possible to give a separate delivery address.

After you've entered your details, you'll begin the payment process. Before you pay, though, please take a second to read the General Terms and Conditions and cancellation policies carefully — confirming your order means that you automatically accept these.

If at any point along the way you have a question, just drop us a line at hello@monoqi.co.uk or call +44 (0) 2038 089 032 between 9:00 - 18:00 CET, Monday to Friday. We're here to help!

I have a question about a product

And we have the answer. Give us a call at +44 (0) 2038 089 032 Monday to Friday between 9:00 - 18:00 CET, or hello@monoqi.co.uk. If we don't know the answer, we'll find out!

Can I place a telephone order?

We currently only accept online orders.

What happens after I've placed an order?

Once payment is complete, you'll receive an email from MONOQI confirming your order. We compile the orders and send them to the designer; depending on the items you've ordered, you'll either receive your package from MONOQI or directly from the designer.

Please note that due to the unique and often handmade nature of some design objects, delivery can take anywhere between 2 days and 2 months — you can check the expected delivery date of your items under the heading Shipping Information on the individual item pages.

How can I check on an order?

You can check on the status of an order at all times. Simply hover over your name on the top right of the screen and select "Orders" to see where along the process your items are.

If you have any more questions or are waiting on a package, give us a call at +44 (0) 2038 089 032 Monday to Friday between 9:00 - 18:00 CET, or email hello@monoqi.co.uk.

I'd like to change my order details

If you'd like to change the addresses, details, or contents of an order please call +44 (0) 2038 089 032 Monday to Friday between 9:00 - 18:00 CET, or email hello@monoqi.co.uk.

Can I combine multiple completed orders into one bulk order?

Unfortunately, it's not yet possible for MONOQI to retrospectively combine multiple orders into a single bulk order. The best way to save unnecessary delivery costs is to be absolutely certain that your order contains everything you'd like.

How do I cancel my order?

No matter what you've ordered, we're sure you'll love it — but if you're sure you won't, send us an email at hello@monoqi.de or call us at +44 (0) 2038 089 032 Monday to Friday between 9:00 - 18:00 CET. Please note that it is only possible to cancel an order before it's been sent. If the order has been dispatched, it is always possible to return the items to us once it has been delivered to your address.

See the Returns section for more information.

What is your warranty policy?

Every product that you order on MONOQI will be guaranteed in accordance with legal guarantee rights. If you have received a faulty or defective product, please contact us at hello@monoqi.co.uk or at our Berlin office by calling +44 (0) 2038 089 032. Our office is open between 09:00 – 18:00, Monday to Friday.

Please note: Our pricing in the future depends on you. The fewer returns we receive, the better the process we'll be able to offer you. Please make sure that you check your shopping cart carefully and read the selected item's product descriptions before proceeding to checkout.

If you have any further questions regarding a certain product, please don't hesitate to drop us a line or give us a call.

I haven't received my order confirmation. What should I do?

It's entirely possible the confirmation has landed in your spam folder, so please double-check.

If it still hasn't arrived, send us an email at hello@monoqi.co.uk or call us at +44 (0) 2038 089 032 Monday to Friday between 9:00 - 18:00 CET.

What is the difference between credit and a voucher?

If credit has been applied to your account — for instance, because you invited a friend, returned an item, etc. — you can apply the credit to any purchase. To see your credit, click "Credit" in the drop-down menu under your name at the top right of the screen. A voucher is a coupon, sent out by us, with a code that can be used for a discount off purchases above a certain amount.

I received an email with a voucher! How do I use it?

Select the items you'd like to purchase, and when you get to the Checkout, you'll see a box that reads "Redeem Code or Voucher". Copy the voucher into the box and click the plus sign — your savings will be applied immediately.

I want a voucher! How can I get one?

We have been known to send out vouchers from time to time — there's sure to be one coming at some point soon! In the meantime, you can invite a friend or two: for every friend you invite who signs up and makes a purchase of at least 50€, we'll credit 15€ to your MONOQI account 2 weeks after the purchase was made.

My voucher code doesn't work. What do I do?

Vouchers are valid for a limited time only, so double check that the date of validity hasn't passed, and keep in mind that vouchers can only be applied to orders of a minimum value, as stated in the voucher email. Vouchers are not case-sensitive, but do check that the code matches the one in the email!

Only one voucher can be used per order. If you've followed all the above and it still isn't working, email hello@monoqi.co.uk or give us a shout at +44 (0) 2038 089 032 between 9:00 - 18:00 CET.

What methods of payment do you accept?

MONOQI currently accepts the following methods of payment:
— Credit Card (Visa, Mastercard, American Express)
— Instant bank transfer (via Sofort Überweisung)
— PayPal
— MONOQI Credit and Vouchers

To pay, choose your preferred method in the shopping cart and follow the instructions.

When will my account be debited?

Your account will be debited as soon as you place your order.

Where's my invoice?

You can print your invoice at any time. Simply click on your name on the top right of the MONOQI site, select "Orders", and choose the invoice you would like to see.

How safe is shopping at MONOQI?

MONOQI uses SSL encryption for all transactions. All data is transferred through an encrypted 128 SSL connection, which ensures that the personal data you send us is safe and protected from third parties.

The most important component of our secure system, however, is your password. Please keep this private to ensure that it does not pass to a third party. We operate in accordance with all data protection laws and regulations, and only use your personal data to complete transactions and orders, as well as to improve our service.

No personal data will ever be passed on to a third party without first seeking your express approval.

For more information, please click here to see your Data Protection Statement.

How will my purchase be delivered?

After being securely packed in our warehouse, your order will be shipped to you — by DHL if you're in Germany, and by UPS elsewhere in the EU. Large and bulky items will be sent by freight carrier.

How much does delivery cost?

Standard:
We charge a lump sum of €6.90 per order for packages delivered within Germany.
Orders delivered to Austria are charged at €7.90 per package independent of order value.

International Delivery:
We charge €19.90 per order for all listed international countries (i.e., member states of the EU).

We currently deliver to the following countries:  Belgium (BE), Italy (IT), Romania (RO), Bulgaria (BG), Latvia (LV), Sweden (SE), Denmark (DK), Lithuania (LT), Slovakia (SK), Luxembourg (LU), Slovenia (SI), Estonia (EE), Spain (ES), Finland (FI), The Netherlands (NL), Czech Republic (CZ), France (FR), Hungary (HU), Greece (GR), Poland (PL), United Kingdom (GB), Ireland (IE), Portugal (PT) and Austria (AUT).

Bulk goods:
Bulk goods that exceed the maximum dimensions of 120cm x 60cm x 60cm in at least one direction are subject to an additional surcharge. This is always explicitly stated in the specific product page.

We charge €6.90 + €10.00 surcharge per order for deliveries within Germany.
Deliveries to Austria are charged at €7.90 + €10.00 surcharge per order regardless of order value.

General Cargo:
We charge additional surcharges on especially large products. These are calculated on the basis of the volume of the product(s) in question (including packaging). If a product falls into this category, it’ll always be marked as such in the product details section.

Delivery costs for this category are laid out in the following table.

Type

Description

Germany

Austria

E.U.

Standard

Maximum measurements (L / W / H): 120 x 60 x 60 cm and less than 31.5kg 

6.90 per order

7.90 per order

19.90 per order

Bulky Goods

Packages exceeding the basics package size  (120cm x 60cm x 60cm) in any direction are classified as Bulk Goods and as such are subject to surcharges 

€6.90 + €10.00 surcharge

€7.90 + €10.00 surcharge 

Coming soon

General Cargo

 

 

 

Especially bulky goods (e.g., furniture) are delivered by Rieck delivery services. Delivery surcharges in this class are calculated according to the volume of the product (including packaging), measured according to the formula L x W x H in cm. Products in this shipping class are clearly marked as such in the product descriptions. 

 

 

 

Per pallet up to 0.5m3

€35.00 per order

€55.00 per order

Coming soon

Per pallet between 0.5m3 and 1.0m3

€45.00 per order

€95.00 per order

Coming soon

Per pallet between 1.0m3 and 2.0m3

€55.00 per order

€165.00 per order

Coming soon

Additional disposable pallet (where necessary)

 

€5.00 per product

€7.50 per product

 

How long will it take?

MONOQI's delivery times may be a bit longer than other providers. There are a number of reasons for this, one being that for our Daily Sales, we are only able to order the products from our partners once the sale has ended.

Equally, MONOQI often works with smaller or international designers, who can take a longer time to deliver the products due to production times or distance. The products are first collected in our Berlin warehouse for quality control, then shipped to you. As soon as your order is on its way, we'll send an email to let you know.

The expected delivery date is shown on our site during sales, in the Product Details section, and the current status of your order can be seen by clicking on your name on the top right of the screen and selecting "Orders".

If you order a larger object or multiple products, your order may be shipped to you in multiple packages. There's no need to worry — you will only pay for shipping once. The contents of each package will be written on the delivery slip, and your invoice will provide an overview of the whole order.

How quickly will my Categories order arrive?

Orders are currently dispatched within 48 hours of purchase or sooner: order before 2 p.m., and your product will be on its way that same day. No matter when you place an order, your purchase will be on your doorstep between 2-4 days later. We're also working on cutting that time down, so stay tuned.

Can you deliver to a different address?

Sure! Make sure to note the address where you wish the item to be sent as the Shipping Address during payment, or email hello@monoqi.co.uk to have it changed.

What countries will you deliver to?

MONOQI currently only delivers to EU countries, but we're constantly expanding our delivery zone — we'll let you know when your country is added to the list!

Can I have it delivered to a Packstation?

Yes! Simply choose which packstation you'd like to have your order delivered to using the Packstation Finder.

Then, when entering an address, list the street name as "PACKSTATION", the packstation's number and your DHL customer number (which you should have received after registering with DHL; it can also be found on your DHL Gold Card). Enter the name of the packstation as well as the name of the town/city.

How can I track my package?

Check on the current status of your order by clicking on your name on the top right of the screen and selecting "Orders".

You will recieve an email confirmation that the package has been sent, as well as a DHL tracking number, as soon as your package leaves MONOQI’s warehouse.

Can I pick the item up myself?

Unfortunately, items are shipped as soon as they have arrived in our warehouse. Please be patient — it's on its way!

The package hasn't arrived. What next?

If your package hasn't arrived within the stated delivery time, please contact our customer service department so we can check the status of the delivery, or open an official inquiry if necessary. We're always available at hello@monoqi.co.uk or at +44 (0) 2038 089 032 between 9-18:00 CET Monday to Friday.

How do returns work?

If you are unhappy with the item you've received, no problem — you can print a return label at home and send the item back for a full refund. To print the label, click on your name on the top right of the page, and then hit Orders. Next to each order is a button that reads "Send Return". Click it for the order in question. You'll be asked some questions to help us process the return, and then can print the return label and send it back to us.

How long do I have to return products?

The return period is 14 days, and starts as soon as you receive your order.

I appear to have received the wrong item. What do I do?

Drop us a line at hello@monoqi.co.uk or call +44 (0) 2038 089 032 between 9-18:00 CET Monday to Friday and let us know your order number and what came in the box. We'll take it from there.

The item I bought appears to be defective or damaged. What do I do?

Sometimes despite our most careful preparation and packaging, accidents happen. Give us a call at +44 (0) 2038 089 032 between 9-18:00 CET Monday to Friday or send an email to hello@monoqi.co.uk. Including pictures, if possible, will help us understand and resolve the issue quickly.

Can I have the large item I want to return picked up?

Of course! Email hello@monoqi.co.uk or call +44 (0) 2038 089 032 between 9-18:00 CET Monday to Friday and we'll sort out the details.

I live outside Germany. How do I return goods?

If you are unhappy with the item you've received, no problem — you can print a return label at home and send the item back for a full refund.

To print the label, click on your name on the top right of the page, and then hit Orders. Next to each order is a button that reads "Send Return". Click it for the order in question. You'll be asked some questions to help us process the return, and then can print the return label and send it back to us.

If you run into any issues, just contact us at +44 (0) 2038 089 032 between 9-18:00 CET Monday to Friday or send an email to hello@monoqi.co.uk and we'll help you sort it out.

When will I get my money back?

Your refund will be released as soon as the return has been processed. The funds will be returned to the account or card used for the purchase. Please note that credit card refunds can take longer to process, and while we work as quickly as possible, individual banks may take more time to process repayments.