| Shipping / Handling
How much is shipping?
Standard shipping is $10.
Monchouchou uses USPS priority mail and UPS service, depending on item and quantity ordered.
Monchouchou offers free standard shipping on orders over $200 (less any discounts).
How long will it take for my order to arrive?
Most orders are fulfilled and processed 1-3 business days and are delivered 2-7 business days after the order has been processed.
Out of stock items may take 5-10 additional business days and we will notify you if this is the case.
Monchouchou processes and ships orders Monday through Friday, excluding holidays.
Do you ship internationally?
No, we do not offer international shipping at the moment.
How do I track my order?
Once the order has been dispatched, Monchouchou will provide tracking information through your email and/or text.
You can also find information on your shipment at My Account > My Orders.
| Change/Cancellation of Order
Can I modify my order before delivery?
Modification of the order can only be processed if your order is still processing.
Please contact Customer Service or email monchouchou.official@gmail.com with the information below for further confirmation:
- Name
- Order number
- Detailed request
*If the total amount of your order is reduced due to cancellation and no longer a target of free shipping, then you may be subject to pay the shipping cost according to our shipping policy.
| Missing / Damaged Item
What if I received an item that is different from my original order?
If you received items that do not match what you ordered, please contact Customer Service and we will assist in exchanging your item and take responsibility for extra costs including return and reshipment fees.
Please note that we will only exchange the wrongly shipped item for the original item and you may not request an exchange for a different option.
*Even for wrong order fulfillment, exchanges will not be accepted if the item shows traces of use.
Your order will be handled under the following procedure:
- You will be asked to send photos of the wrongly shipped item to Customer Service.
- Return the item and send us the photo of the return shipment receipt.
- Shipping fees will be refunded as credit or through the payment method used for the initial order once the return package arrives and has been inspected.
- Once we reship the original item, a new tracking number will be sent to you through email/text.
What if part of my order is missing?
If all items are confirmed to be shipped and delivered but a part of your order is missing, please contact Customer Service with your information as we are available to check on orders when reported within 7 days of delivery date.
Your order will be handled under the following procedure:
- You will be asked to send photos of the received items, invoice, and the package through e-mail.
- We will check our shipping system to confirm whether the item has been omitted from the original shipment.
- We will send you an e-mail with our final confirmation.
- If your item is confirmed to be missing or sold out, we will issue store credit or issue a refund to the original method of payment.
What if my package is missing as a whole?
We are not responsible for lost packages after the shipment has been delivered.
Please check your inbox for additional tracking information, check with your neighbors, or contact USPS or UPS with to submit a lost package claim.
| Returns / Exchanges
What if I want to return my item?
Please return all items within 14 days of receipt.
To be eligible for a return, the items being returned must be unused and in original packaging.
Please contact Customer Service with the following information:
- Name
- Order number
- Item being returned
- Reason for return
All occurring costs due to return will be paid by customer.
How will I get my refund?
Once your returned items have been received and inspected, we will send you a confirmation email including the approval or rejection of your refund.
If your returns are approved, then your refund will be processed and you will receive your refund (in a form of store credit or refund to your original method of payment) within 15 business days.
If your returns are rejected for any reason, you may choose to receive your item after paying shipping costs.
Can I exchange my item?
We can only replace items if they are wrongly sent or damaged. If you need to exchange for another product, please contact Customer Service with the following information:
- Name
- Order number
- Detailed request of exchange
- Reason for exchange
You will be responsible for paying any occurring costs due to the exchange.