Should you have any questions or concerns regarding delivery, payment, returns or health and safety precautions, please read our 'About Corona' page.
MONA (formerly known as Artigiano) — what will change?
Nothing will change for you, except our name. We’ve created an FAQ page regarding the matter, where you can find the answers to your questions. If you have any further questions, feel free to contact our dedicated customer care team.
How do I change my personal details?
Simply click on My Account, which can be found at the top of every page on the website, then sign in and select Personal details.
How do I unsubscribe from your mailing list?
If you no longer wish to receive details of our special offers and promotions, simply send an email to firstname.lastname@example.org confirming that you wish to be removed from the mailing list. We do occasionally make our mailing list available to other carefully selected organisations whose products and services may be of interest to you. In these instances, under no circumstances do we pass on email addresses or telephone numbers. If you prefer not to be included in such mailings, please send an email to email@example.com or write to MONA, PO Box 75661, London, WC1A 9PU
How can I contact you?
If you have any questions about your order, please call: 0344 482 8888, Monday to Friday between 9am and 5.30pm, excluding Bank Holidays and weekends. (Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary.)
To place a new order, please call: 0844 482 2345, Monday to Sunday, 8am - 8pm, including Bank Holidays. (Calls to 0844 numbers cost 7p per minute plus your telephone company's access charge. Our operators are unable to deal with enquiries on this number).
All calls may be monitored and recorded for training purposes.
By Email: firstname.lastname@example.org
By post: MONA, PO Box 75661, London WC1A 9PU
What is your returns policy?
We guarantee to refund any item that does not meet with your complete satisfaction. If you are not completely satisfied you can return any item for a full refund. All we ask is that the goods are returned to us within 14 days, unworn, packaged appropriately and complete with tickets and labels intact and attached. A free Royal Mail returns label is included in your parcel with your invoice. Please do not give the parcel back to the courier, but follow the process on the reverse of the invoice/delivery note using the Royal Mail. We advise you to obtain and retain a proof of postage in the unlikely event of a lost parcel.
If we find that the product has not been returned to us in a fully re-saleable condition, we reserve the right to refuse a refund on the item or deduct up to 25% of the original selling price from the refund amount. Please allow up to 28 days for a return to be credited to your account. When we receive the goods, we will reimburse you within 14 days via the payment method used for the original transaction.
Unfortunately we can not exchange items, so you will need to place a new order with new payment.
How do I get the refund for a returned item?
Please allow 21-28 days for the return to be credited to your account. Once we receive the goods in our warehouse we will reimburse you within 14 days via the payment method used for the original transaction. Unfortunately we can not exchange an item, so you will need to place a new order with new payment.
How can I cancel my order?
To cancel an order or parts of it, you may contact the customer service or log on to My Account and cancel the item. If the order has already been despatched, it will need to be returned for a refund.
How do I exchange an item?
Unfortunately we can not exchange items. Simply return the item for a refund and place a new order for the desired size or colour. We will ask you for a new payment when you place the new order.
What are the shipping charges?
The shipping charges are £5.99 per order.
Can I order an item which is not in stock?
Although we do our very best to predict demand for the items featured in our collections, unfortunately we are not able to ensure permanent availability for every item. All orders are subject to availability. Receipt of an order via our website with emailed confirmation to our customer does not constitute acceptance or guarantee fulfilment of an order. If an item is flagged as ‘Low Stock’ it can still be added to your shopping basket and we will notify you should we not be able to fulfil your order. If an item is shown with a ‘Number of Weeks Wait’ or a ‘Due Date’ you can still add it to your shopping basket in order to reserve it in your chosen colour and size. The item will then be despatched to you as soon as it arrives at our warehouse.
How long will it take for my order to reach me?
We despatch all items as soon as they are available so parcels may arrive separately. In stock items are delivered on average within 7-9 working days. During busy periods delivery times maybe extended. If we have your email address we will email you to keep you informed every step of the way with order confirmation, despatch, tracking and delivery details. Please let us know from the options provided if there is a safe place we can leave your order if you are not at home when we deliver.
How do I log on to MyAccount?
If you are placing an order with us for the first time, you can register online during checkout by clicking ‘I am a new customer or ordering for the first time online’. Enter your email address and your personal details and choose a password. With this email address and password, you will be able to log into the ‘My Account’ section in the future.
What do I do if I have a problem with my password? If you cannot log in, please check whether your email address and password is spelled correctly or whether you have ordered from us with this email address before. If you are still unable to log in, simply request a new password by clicking ‘Forgot password’. You will receive the link to assign a new password by email (please also check your spam folder if necessary).
If you have not yet placed an order with a password, for technical reasons the ‘My Account’ area can only be used after your first online purchase.
What are the benefits of an online account?
Your personal online account lets you access various features and information:
Here you can find details regarding your order such as a list of items with prices, payment method, delivery address and order status. You can also find a link to track your delivery (where available). If necessary, you can also cancel an order here.
Stay up to date with your account with a detailed overview of your current account balance and all your transactions (payments made, credit notes and returns).
In ‘My Account’ you can find your invoices available to download as a PDF.
Check and change your billing address if needed.
All your personal information in one place! You can also find your customer number here and change your ‘My Account’ password.
Decide which catalogues you would like to receive.
Where can I find my customer number?
Your customer number is indicated on the top of any invoice/delivery note. You can also find it on the order form in your catalogue. If you cannot find your customer number, please contact our customer service team.
Why should I register for an account?
By signing up for an account with MONA you will benefit from:
Previews of upcoming products and sales emailed to you in advance of general release.
Special offers and discounts exclusive to customers who have signed up to email newsletters.
Reduced time spent filling in forms as we store your address details securely.
Record of your order history and payments.
How do I know it is safe for me to order online?
Security is a priority for us and shopping online with MONA is safe; we take the utmost care to ensure your personal details remain private. When you enter the sign-in process, checkout process or account management area, you are taken through our secure server. Our secure server encrypts all of your personal information including your credit/debit card number, account number, name and address, and all other personal information, so that it cannot be accessed or read as the information travels over the Internet. We use a secure socket layer (SSL) ‘pipeline’ so your data is transmitted directly from your computer to our secure server. SSL is the industry standard security technology used by Microsoft and leading Internet commerce companies and is one of the most advanced security measures available. You can therefore remain assured that shopping with us online is safe and secure.
How can I be sure that you have received my order?
If you place your order online, you will receive an order confirmation to the email address which you have indicated during the order process.
Can I have my order sent to a different address?
When you place your first order with us, for security reasons and to protect you from fraud we can only despatch it to your credit or debit card billing address. On your second and subsequent orders we are happy to despatch to alternative addresses.
Can I order from overseas and do you deliver outside of the UK?
We are very sorry but currently we only have the facility to deliver to UK postcodes and cannot deliver to the Republic of Ireland or anywhere else outside the UK.