How to contact us for questions about your order:
Shipping & Processing Times
Shipping time depends upon the nature of the order and the availability of the products you have purchased. Most of of our products are stocked in quantities of 6-10 pieces. Some products, especially ‘wet’ products, such as cream foundations and Cream to Powders, as well as making cosmetics kits, are made to order. Monave is not a large business that stocks and markets products made by other companies. We are an old-fashioned, family-style company that respects the personal lives of its staffers, many of whom are parents or students, so if someone is out, orders can take longer than usual. We appreciate your co-operation in ordering when you’re low, not out and desperate.
If you are, in fact, desperate for your products, please let us know, and we can expedite your order. We understand that natural makeup and skincare may be the only stuff out there that doesn’t break you out, or that is gluten-free, or the right color for your skintone, and that you don’t want to head to the drugstore or Sephora to replenish your stock, so please don’t hesitate to let us know if you are in a bind. When you inquire about the status of your order, please do so courteously and make sure to have your order number ready.
What if you pay for Priority or Express Mail?
If you choose Express or other expedited shipping methods, this only guarantees that your package will be expedited from the time it leaves our location. It does not expedite our in-house processing time. So, for example, if you place your order on Monday via priority mail, it does not mean it will be at your door by Wednesday. This only means that once it leaves our door, it will be to yours within 2-3 days.
Monave does not accept returns
Monave does not offer returns or refunds. If, however, you have made a mistake and ordered the wrong shade, please contact us, and if the product is unopened and untouched we can exchange it for the correct shade. You will be responsible for the extra shipping. We do not accept returns or exchanges on skincare, haircare, mousse, cream or liquid foundations, liquid gloss or glaze.
Cancellations: If you place an order and change your mind, and request a refund within 24 hours of placing your order, there may be a restocking fee which can include the original handling amount plus up to $10.00 in restocking fees, depending upon the size of the order. This covers the cost of restocking your order, labor to process your order, and merchant account fees. please be sure you are agreeing to purchase the product prior to clicking ‘agree’.
Why you should purchase samples first
We encourage our customers to sample products first, before purchasing full sized items, as we do not accept returns unless an item is damaged, expired, or incorrectly made. In the case of a damaged item, we offer exchanges only, not refunds.
We do not accept returns on samples or minis. The point of our samples is to try the product. If you do not find it appealing, simply do not order the full-sized counterpart. If you have a question about a sample, please contact our customer service department and we’ll be happy to give you any assistance necessary to find products that suit you.
How to Return Damaged or Incorrect Merchandise
If you have a concern, such as a hard lipstick or pencil, a mislabeled product, or a faulty brush, please contact us via our contact page or via phone within 7 days from receipt of your shipment. Have your order number ready. Do not ship products back to us without contacting customer service first. We will replace the product as well as the shipping cost incurred to you.
What if the post office damages your package?
When you place your order, you have the option of choosing the cheaper first-class shipping, or the more expensive, and secure, priority shipping. If you choose first-class shipping without insurance, we cannot file a claim on your behalf, and you will be responsivle for the replacement cost for your package.
We highly recommend that you choose priority mail, which includes insurance up to $200.00, so that any potential damage is covered by the post office, instead of by you.
You can also request insurance on your package when using the first-class shipping option. Either of these two options will protect you. If you waive them to save money, we cannot be responsible for the financial burden of resending your products, but we can rebill you for your order and resend it to you as a courtesy.
International Orders
International orders have the option of global express, which includes tracking, but may be costly for small orders. Please be advised that standard global mail (referred to as “priority”, can take up to two weeks to arrive to its destination.
If you use International Flat-Rate Priority Mail
Please note: Shipping via international priority mail flat-rate does not have the same protections as priority mail international. In fact, USPS sees it in their system as standard mail, even though you’ve paid for priority. Please be advised, we can NOT guarantee that you will receive packages using this method, so buyer beware! If you choose this option which has no tracking beyond U.S shores, we cannot guarantee replacement of your order, should it go missing. This is handled on a case by case basis.
How we calculate shipping costs:
When you are placing your order, the Monave website connects to the USPS or UPS website, where the shipping is calculated based on weight, and shipping destination by the shipping servers. If you would like an indication of your shipping costs, place a mock order, and choose your shipping method. You can then view your total order cost including shipping charges before paying for the order.
How we calculate handling:
Handling on orders starts at $2.00 per package. It goes up as the size of the order increases. Handling is calculate based on the cost of labor required to invoice, pack, and ship your order.
What if one of your products ordered is not in stock?
Because our products are handmade, occasionally they will be on back order when your order is filled. If you receive your order and an item is missing, the letters B/O will be written next to the item on the invoice; this indicates the item is on back order. Back Ordered products ship as soon as we receive them, with no extra shipping charges to you. You can also request an alternate shade or product to replace the missing item, or request a free sample size to tide you over.
Additional Costs: Monave reserves the option to bill for additional shipping or insurance costs not calculated by the shipping modules which sync with our store at the time of your order. If your package does not show the correct weight at the time of shipment, we will contact you with the difference, and request consent to bill to an approved payment method. Monave does not make any profit off of shipping costs, they are simply billed by the shipping companies, including USPS, UPS, and Fedex.
Wholesale Customers: Please contact the wholesale department, or your rep with questions concerning shipping updates, or timelines, as the above information may not apply. Our guidelines are outlined in detail on your FAQ which was provided to you when you signed up as a wholesaler with Monave.
