FAQs

Where is shop.nz.monsroyale.com located?

Mons Royale is a New Zealand registered company. Your order will be shipped from our warehouse in Wanaka, New Zealand.

 

What payment methods do you accept?

There are three payment options:

  • Bank deposit
  • Credit card – Visa or Mastercard
  • Paypal

 

Is my credit card transaction secure?

Credit card transactions are completed by a reputable third party credit card processing company DPS Payment Express and we do not see or hold your credit card details. DPS are fully certified as Visa AIS and MasterCard SDP (PCI-DSS) compliant at processor level; using an approved QSA for quarterly scans on systems and full onsite audits, annually. All sensitive information is encrypted with the 3DES protocol, with Atalla Network Security Processors. 

 

What happens to my information?

Your contact information is for our use only. We do not store credit card details as these payments are made via a third party website DPS.  Customer information is only used for processing your order.  If we are experiencing issues with our website and we can see you have visited our website during this period, we may contact you from a customer service perspective to ensure we haven’t missed your order. If you opt into marketing, we may email you from time to time.  

 

How do I know my order has been received?

Once you have completed your order online you will receive an order confirmation e-mail.  If you do not receive an order confirmation e-mail from us, first check your junk folder in case our emails are hidden in there.  If you still haven’t heard from us, let us know at shop@monsroyale.com.

 

Can I cancel my order?

Get in touch with us immediately; we can cancel your order if it has not been dispatched.  However if your order is dispatched, we can arrange a return if the items met all the returns requirements.

 

Is there anywhere else I can purchase your product?

Check out our website for a list of stockists near you. http://www.monsroyale.com/stockists/

 

What size should I buy?

Please refer to the size chart on the website.  If you are unsure regarding a particular fit or style please contact us at shop.nz@monsoroyale.com. 

 

Where is my order dispatched from?
Orders are dispatched from head office in Wanaka, New Zealand.

 

Who do you ship with?

New Zealand orders are couriered with New Zealand Couriers or Fastway Couriers.  International orders are shipped with NZ Post International Economy Courier.   Please note, a signature is required on delivery.

 

What is the cost of shipping?

New Zealand shipping is FREE on all orders over $100.   

Flat shipping fees apply on all other orders

  • New Zealand $5.00
  • Australia $20.00
  • Rest of the World $50.00

How long does shipping take?

We aim to pack and ship within one business day of receiving your order.  We process orders on business days (Monday to Friday). We do not process orders on the weekend or public holidays.  

Shipping within New Zealand usually takes 1-3 days depending on weather and location.  Rural delivery may take slightly longer.  

International deliveries will vary between countries.  This is a New Zealand Post track and trace service that usually takes 5-10 working days to arrive.  Please refer to New Zealand Post website for more details on delivery times for specific countries. 

Please note that these are estimate delivery times.  Hold ups do occur from time to time for example due to weather conditions, world events or local custom procedures.

Do you ship to PO Boxes?

We are unable to deliver to PO Boxes as our courier service requires a signature.  Please use a physical address where someone will be available during business hours to receive your parcel.   

Do you ship to Rural Delivery?

Yes we do ship to rural delivery addresses; shipping time might be longer to a rural address. Please ensure RD is included in your shipping address as we need to make sure the correct postage is applied to these packages.

Can I track my order?

Yes you can track your order.  You will receive an email confirming shipment of your order. This will include your tracking number.

For New Zealand order you can track your order at 

http://www.nzcouriers.co.nz

http://www.fastway.co.nz 

For international orders you can track your order at http://www.nzpost.co.nz/tools/tracking 

Will I be charged customs duty or tax?

If you live outside of New Zealand you may be charged duty or tax depending on the import legislation for your country.  Every country has different customs laws and your product may incur other charges or delays whilst in transit. Mons Royale is not responsible for these charges or delays.  Please check your local customs information for further guidance.

Please be advised that if your item does not arrive in the expected time please contact us at shop.nz@monsroyale.com and we will trace the items and follow up with the postal service.

Received incorrect product

If we have made a shipping error, please contact us so we can rectify this issue immediately for you.  All freight costs will be on us.

Can I return an item? 

If you're not completely happy with your order we'll do whatever we can to make it better! 

If you are not satisfied with the fit, style or colour please do not hesitate to return it and select any other item available on the web store. You can also request a store credit or a refund.

On sale items, due to the low prices offered and short supply of stock on this web store, exchanges may not be possible.  Please note, no refunds are offered on boylegs & boxers.  

Please contact us within 3 days of receiving your order to discuss the possibility of an exchange.

Phone:  +64 3 443 4178

Email:  shop@monsroyale.com

 

What happens if over time my item becomes faulty?

If you are not 100% satisfied with the performance of your Mons Royale product, please do not hesitate to contact us to discuss the issue.

Phone:  +64 3 443 4178

Email:  shop@monsroyale.com

Warranties will be accepted or declined after evaluation. If your warranty is accepted, you will be offered a replacement item if available, a store credit or a refund. We will discuss the action that will be taken with you.

 

What is the best way to care for Mons Royale products? 

Visit our Merino Care page to read about care instructions.