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Frequently asked questions (FAQ)
What is MONOQI?

MONOQI is the online destination for hand-selected design at exclusive prices. We're constantly on the lookout for design which sets itself apart from other products on the market: pieces that are simultaneously elegant and timeless enough to subtly integrate into our day-to-day lives. At MONOQI, exclusivity does not mean unaffordable luxury – rather, we rely on a democratic understanding of design, curating limited editions at affordable prices for our design-savvy members.

Why are our products so discounted?

Most of the products on our website are only available for a limited amount of time and offered at reduced prices. Because we don't require retail space, sales personnel, or intermediaries, MONOQI is able to maintain close contact with our designers. This relationship allows us to offer discounts far below recommended retail prices.

Why do I have to register in order to view the products?

MONOQI is dedicated to design and to bringing you the best 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, and members-only discounts. New sales begin every day of the week at 7:30 CET and last for seven days. 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.

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 from Monday to Friday 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 the account icon 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?

The account icon 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 the account icon 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 Top 100?

At MONOQI, we're passionate about design — and dedicated to bringing you the best that contemporary designers and labels have to offer. New sales go live on our site at 7:30 CET daily, seven days a week, and continue for seven days. We also have curated sales that focus on particular themes. These sales are live for two weeks. See what's new by clicking on Daily Sales on the MONOQI site.

There are some products we like so much, it's a shame to put them away. MONOQI's Top 100 showcases the finest of our design selections and customer favourites, available all the time. Artworks are also consistently available via the Art Shop.

Why aren't Top 100 products discounted?

Each of the objects in the Top 100 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! All Top 100 products are always available and delivered within two to four business days, which is why a discount is not possible.

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 the cart icon in the top right corner of the screen. You can remove items from your cart easily by clicking "Remove item" next to the product.

When you're ready for the next step, click "Go to 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, 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 between 9:00 - 18:00 CET, Monday to Friday or email us at hello@monoqi.co.uk. If we don't get back to you right away, don't worry — we're hard at work getting the answers you need!

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 two days to two months. The expected delivery date(s) can be found in the email confirmation under "Your Order".

How can I check on an order?

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

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

Can I change order details after my order has been placed?

If you'd like to change the addresses, details, or contents of an order, we are happy to help. Email us at hello@monoqi.co.uk or call +44 (0) 2038 089 032 between 9:00 - 18:00 CET, Monday to Friday. Please understand that we can no longer customise certain details of your order.

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 to purchase.

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, call us at +44 (0) 2038 089 032 between 9:00 - 18:00 CET, Monday to Friday or send us an email at hello@monoqi.co.uk. Please include your order number in your email, we will take care of the rest.

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 Cancellation/Returns/Exchange 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 email us at hello@monoqi.co.uk. Please include your order number and, if possible, a photo of the faulty or defective product. Claims will be examined on a case by case basis.

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

It's entirely possible that the order confirmation has landed in your spam folder, so please double-check if you have not heard anything from us.

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

What is the difference between credit vouchers, and discount codes?

If credit has been applied to your account — for instance, because you returned an item, etc. — you can apply the credit to any purchase. To see your credit, click "Credit" in the drop-down menu under the account icon 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. A discount code is a special code, sent by us, that can be used for a discount on specified products, shops, etc.

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 "Vouchers & Credit". 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! Keep an eye on your inbox.

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

Vouchers and discount codes 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, Monday to Friday.

What methods of payment do you accept?

We currently accept the following methods of payment:

— Credit Card (Visa, Mastercard, American Express)
— 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?

Your invoice is attached to your order confirmation and can be printed at any time. Simply click on the account icon on the top right of the MONOQI site, select "Orders", and choose the invoice you would like to see. Alternately, Customer Service is happy to assist you. Email us at hello@monoqi.co.uk or call us at +44 (0) 2038 089 032 between 9:00 - 18:00 CET, Monday to Friday. Please do not forget to include your order number.

How safe is shopping at MONOQI?

MONOQI uses SSL encryption for all transactions. All data is transferred through an encrypted 128-Bit 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 our Data Protection Statement.

Which shipping partner will deliver my package?

Once your order has been securely packaged, it will be transported to the UK border by DHL. UK Mail will process it from this point onwards. The tracking number you receive from us is only valid within Germany. DHL will send you a new tracking number and link once your order has reached UK Mail. Unfortunately, we are currently unable to ship large or bulky items to the UK.

How much does delivery cost?

We currently charge a lump sum of £5.90 per order for packages delivered to the UK. However, bulky goods that exceed the maximum weight of 20 kg will be charged a handling fee of £29.90.

How long does delivery 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.

Additionally, 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 Top 100 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 4-6 days later. We're also working on cutting that time down, so stay tuned.

Can you deliver to a different address after my order has been placed?

It is possible to change the delivery address for products ordered from our daily sales if the order is still being processed by us.

Please note: For orders of goods from the outlet as well as our permanent offer, the delivery address can not be changed later, because we have a shorter shipping time here.

What countries does MONOQI deliver to?

Currently MONOQI sends orders to the following European 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), the United Kingdom (GB), Ireland (IE), Portugal (PT) and Austria (AUT).

If you would like your purchase to be delivered to the United Kingdom, we ask you to process your order via our UK website.

We are constantly expanding our delivery zone, so we'll let you know via the newsletter when your country is added to the list!

How can I track my package?

Check on the current status of your order by clicking on the account icon on the top right of the screen and selecting “Orders”. Once your order has been shipped, you will receive a confirmation email that includes your tracking number.

Please note: This tracking number is only valid while your order is processed in Germany via DHL. Once it arrives in the UK it will be handled by UK Mail and DHL will send you an updated tracking link.

Can I pick the item up myself?

We check and send your order immediately after the goods have arrived in our warehouse. We ask for a little patience — your order is already on the way to you!

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. Please make sure to have your order number ready. We're always available at hello@monoqi.co.uk or at +44 (0) 2038 089 032 between 9:00 - 18:00 CET, Monday to Friday.

How do returns work?

If you are unhappy with the item you've received, no problem – you can send the item back for a full refund. Each delivery is accompanied by a return slip. When returning your order, we kindly ask you to fill out the return form and include it in your return.

To create a prepaid return label click here and enter your address information:

For more information about returns, please see “Return Policy” or contact Customer Service by emailing your order number, item number, and number of items being returned to hello@monoqi.co.uk.

Note: There are senders that send small, flat items as a letter (rather than a package). When in doubt, please inquire with your supplier as to which shipping package is preferred.

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. Please include your order number and a photo of the incorrect item. 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. In this instance, please email us at hello@monoqi.co.uk. Please include pictures, if possible, to help us understand and resolve the issue quickly.

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.

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