Customer Service Policy

Monosn Customer Service Policy

At Monosn, we’re dedicated to providing exceptional customer service that matches the quality of our luggage, bags, and clothing. This policy outlines our commitments to you—from the moment you browse our site to after you receive your order—ensuring a smooth, transparent, and satisfying experience every step of the way.

1. Core Service Commitments

We stand by three key principles to guide all customer interactions:
  • Clarity: We provide accurate, detailed information about our products (materials, dimensions, care instructions), pricing, and order status to help you make informed decisions.
  • Responsiveness: Our customer service team aims to reply to all inquiries (via email, order comments, or feedback forms) within 24-48 business hours (excluding weekends, major holidays, and peak shopping periods like Black Friday/Cyber Monday).
  • Fairness: We treat every customer with respect, and resolve issues (such as damaged items, size mismatches, or order errors) with flexibility and honesty.

2. Order Support

2.1 Order Tracking

Once your order ships, we’ll send a confirmation email to the address you provided—this email includes a unique tracking number and a direct link to monitor your package’s delivery status. If you don’t receive the shipping confirmation within 1-2 business days of placing your order, check your spam folder first, then contact us at [email protected] for assistance.

2.2 Order Modifications or Cancellations

Plans change, and we’re here to help when they do:
  • To modify or cancel an order, reach out to us within 12 hours of placing it—we cannot guarantee changes once your order has been processed (e.g., items packed for shipping) or shipped.
  • In your request, include your order number and the specific adjustment you need (e.g., size change for clothing, updated shipping address, item removal). Our team will confirm the status of your request within 1 business day.

3. Returns & Exchanges

We want you to love your Monosn purchase—whether it’s a suitcase, a tote bag, or a clothing item. If a product doesn’t meet your expectations, we offer a 30-day return/exchange window from the date of delivery, subject to these conditions:
  • The item must be unused, in its original packaging (with tags attached), and free of damage (excluding minor wear from shipping).
  • For clothing: Items must not have been washed, altered, or worn (try-ons are allowed, but please avoid wearing outside or removing tags).
  • For luggage/bags: Hardware (e.g., zippers, wheels, straps) must be intact, and no scratches or dents from use are allowed.
  • Exceptions: Customized items (if applicable, e.g., monogrammed luggage) and final-sale products (marked “Final Sale” on the product page) are non-returnable and non-exchangeable, unless they arrive with a manufacturing defect.

How to Start a Return/Exchange:

  1. Send an email to [email protected] with:
    • Your order number
    • Clear photos of the item (and any defects, if applicable)
    • A note specifying if you want a refund, exchange (e.g., different size for clothing, different color for a bag), or store credit
  1. Our team will review your request within 2 business days. If approved, we’ll send a pre-paid return shipping label (for eligible orders) and step-by-step instructions for packing and sending the item back.
  1. Once we receive and inspect the returned item (usually 3-5 business days after delivery to our warehouse), we’ll process your refund (to the original payment method), ship your exchanged item, or issue store credit—you’ll get a confirmation email once this is complete.
Note: Original shipping costs are non-refundable unless the return/exchange is due to a manufacturing defect or an error on our part (e.g., shipping the wrong item, damaged product received).

4. Product Defects & Warranty

All Monosn products are crafted with durable materials and undergo strict quality checks. We offer the following warranty coverage:
  • Luggage: 2-year warranty against manufacturing defects (e.g., broken wheels, faulty zippers, detached handles). This does not cover damage from overpacking, rough handling by airlines, or normal wear and tear.
  • Bags: 1-year warranty against manufacturing defects (e.g., frayed straps, broken zippers). Excludes damage from overloading or accidental tears.
  • Clothing: 6-month warranty against manufacturing defects (e.g., loose stitching, fabric tears not from wear). Excludes damage from washing (per care instructions) or normal wear.
If you encounter a defect within the warranty period, contact us at [email protected] with your order number, photos of the defect, and a brief description of the issue. We’ll assess the problem and offer a free repair, replacement, or full refund—at our discretion—with no additional cost to you.

5. Special Notes for Specific Products

  • Luggage/Bags: If your luggage is damaged during airline transit, file a claim with the airline first (most carriers cover transit damage). If the damage is due to a manufacturing defect (e.g., wheel falls off without impact), contact us for warranty support.
  • Clothing: Sizing can vary slightly by style—check the “Size Guide” on each product page before ordering. If you’re unsure about fit, email us at [email protected] for personalized sizing advice.

6. Contact Us

For any questions, concerns, or feedback related to our customer service policy or your order, reach out via:
We value your trust in Monosn, and we’ll always go the extra mile to ensure your satisfaction. Thank you for choosing our luggage, bags, and clothing as part of your daily journey.