FAQ's

We'd love to help! Do you have a question, you may find the answer to your question here.

MON CONTACT

CONTACTING US

At the moment MON Purse is only available online at www.monpurse.com.

Our customer service team would be delighted to answer all enquiries or assist with your purchase Monday to Friday 9.30an to 4.30pm (Australian Eastern Time). They can be contacted via or Contact Us page or via the below:

Email: support@monpurse.com

Tel: +61 2 9069 1671

Live Chat: Available through our website, just locate the icon in the right hand corner.

For all PR enquiries, please email pr@monpurse.com

Yes, our dedicated Corporate Gifting team can help you create everything from branded and event gifting through to entirely bespoke pieces. Please email corporate@monpurse.com.

Unfortunately at this moment we’re not offering the Mon Purse range to wholesale customers.

PAYMENTS

PAYMENTS & PURCHASING

We accept the following: Visa, MasterCard, American Express credit and debit cards and PayPal. We also offer Google Pay, Apple Pay Afterpay (see terms via https://www.afterpay.com.au) & Zip (see terms via www.zip.co). All prices on our site are stated in Australian dollars (AUD).

Your payment is collected once your order has been completed and you have received the order confirmation via email.

We take credit card security very seriously. All transactions on this website are processed using Shopify Payments, a secure online payment gateway that encrypts your card details in a secure host environment. You can see the transaction is secure if you see a key lock on your web browser.

An order confirmation email is sent within 1 hour of placing your order. If for some reason, you did not receive an email, please check your spam folder and add support@monpurse.com to your safe senders list. Once your order ships, you will also receive a shipment notification including your tracking number.

All import duties, customs and local sales taxes for the country you are shipping to are applied at the checkout as part of your shipping costs .

If you have made a mistake in your order or you wish to cancel, please contact our Support Team as soon as you can at support@monpurse.com. We will try our best to resolve any errors. Unfortunately once your order has been personalised or dispatched, we will not be able to cancel or make any changes to your order.

GIFT CARDS

GIFT CARDS

If you are interested in purchasing a Gift Voucher online feel free to head here!

Gift cards purchased online will only be sent via email within 1 - 2 hours. Our gift cards are digital only. Recipients will not receive a physical copy of the gift card.

Gift cards are valid online at www.monpurse.com. MON Purse gift cards are valid for 3 years from issue date and are non-refundable.

Please treat Gift Cards and credit notes as cash. Lost, stolen or damaged cards cannot be replaced or refunded.

Please email support@monpurse.com with all/any transaction details that you can provide. If you're able to provide details about where and when you purchased it, as well as the Gift Voucher amount we might be able to find this for you.

DELIVERY

DELIVERY

We aim to have all Australian orders delivered within 2 - 5 working days for non-personalised orders for Economy or Free service and 1 - 3 days for Express. For orders with personalisation, please allow an additional 2 working days. For full details regarding delivery times to all destinations, please see our delivery information.

For all Australian shipments we use AusPost as our delivery carrier, for all international shipments we use DHL. Within 48 hours of placing your order online, you should receive a shipping confirmation email with the relevant tracking number attached to it & link to the correct carrier page.

Note that you may not see any updates on the carrier website until 12 hours after receiving the confirmation email. If you're still having issue beyond that point feel free to contact us at support@monpurse.com or by phone at +61 2 9069 1671

To ensure the safe delivery of your order, all Mon Purse deliveries require a signature upon receipt. We recommend using a shipping address where someone would be available to sign for your parcel during business hours. For further assistance, please contact our Support Team.

You can find delivery information here

The courier should have left a delivery slip with a tracking number on it. Please telephone the number on the slip, quoting your tracking number to reschedule your delivery or follow the instructions on the delivery card to arrange collection. For any further enquiries, please contact our Support Team.

Should your parcel be returned to us we will email you regarding re-delivery or alternative options. An additional $12 will be charged to re-dispatch the parcel to you. If we do not hear back from you within 12 months of your parcel being returned to us, your parcel will be destroyed. For any further enquiries, please contact the Support Team.

If your tracking details show the package was delivered and you cannot locate it, we recommend waiting 48 hours following delivery confirmation as some tracking displays a delivered status prior to their arrival at the destination.

If it has been more than 48 hours please do the following:

- Look for a notice of attempted delivery left by the carrier.

- Look around the delivery location for your package (On the porch, by your garage etc.).

- See if someone else in your household or a neighbour accepted the delivery.

- Verify the shipping address used by the carrier and on your order was correct.

- Some packages travel through multiple carriers, double-check your mailbox or wherever you normally receive mail.

If after this 48-hour period, you believe the order may be lost or stolen, please reach out to our Support Team for further assistance.

All import duties, customs and local sales taxes for the country you are shipping to are applied at the checkout as part of your shipping costs.

MON Purse AU is currently shipping to Australia, New Zealand and Fiji.

RETURNS

RETURNS

We want you to love your Mon Purse items but we understand that sometimes it ain’t quite right. You can find our returns policy here.

Mon Purse is unable to accept returns or exchanges of monogrammed/personalised purchases except where the item is damaged or faulty or delivered incorrectly through an error by Mon Purse.

MON Purse is passionate about ensuring that you are completely happy with your purchase. We are happy to refund any new, unused, and non-personalised product purchased from our website within 14 days of you receiving your parcel. Please contact the Support Team to assist you.

MON Purse is passionate about ensuring that you are completely happy with your purchase. If you have any issues with your purchase we are happy to look at the issue and provide you with a reasonable resolution. Please contact our Support Team.

When you reach out, please provide images of the issue you have experience and any information that can assist us to help resolve your issue.

We cannot provide a refund or exchange for a pure change of mind on a product that has been personalised.

Once your return is received by our Customer Service team, we will aim to process it within 1 - 3 business days, you will be notified via the email address entered at time of order. Once the refund has been completed, it may take up to 14 days for your credit card provider to return the funds to your account. For further assistance, please contact our Support Team.

Refunds are in effect a reversal of payment and for that reason can only be processed back to the card used to make the original payment. For further assistance, please contact the Support Team.

PRODUCT CARE & REPAIRS

PRODUCT CARE & REPAIRS

Storage: When your product is not in use, we recommend stuffing the interior to keep its shape and store in a dust bag in a cool dry environment. Never store leather products in plastic.

Cleaning: To remove day to day dirt and grime from the exterior leather use a specially formulated leather cleaner and a polishing cloth. 

Care: Treat your items with a waterproofing spray, cream or gel prior to use. Do not expose to wet, damp conditions, water can be harmful if it penetrates the leather leaving marks that cannot be removed. 

We recommend Collonil www.collonil.com.au

Unfortunately we do not have a repair service. If you believe that your product is faulty please reach out to our Support Team with photos of the issue and any other information to assist our team.

Yes, we offer a 12 months warranty on our product range. 

The warranty doesn’t cover:

Damage resulting from improper handling, lack of care, accidents including scratching, bouncing, falling, or normal wear and tear.

The warranty will be voided in the case of a third party performing repair works without first contacting MON Purse team and obtaining approval.

PRIVACY & SECURITY

PRIVACY & SECURITY

You can view our Privacy Policy here.

Please click on the “Unsubscribe” link in the base of any of our emails (excluding transaction emails) and follow the instructions.

Yes, we love for our MON World subscribers to let us know how best to contact them and what you would like to hear from us. At the base of any email from us you will see a link to “Manage Preferences”. Just follow the instructions and we will update your details.

For further assistance please contact our Support Team.

PERSONALISATION

PERSONALISATION

A monogram is the application of your initials onto a product. We offer Blind or Foil Debossed monogramming on select styles. Monograms can come in a variety of letter fonts and colours and we apply them in the exact order that you use when you enter them into our monogram previewer.

Most of our leather accessories can be personalised. We offer a selection of fonts and foil colours for you to select. For further assistance please contact our Support Team.

We are happy to offer our monogramming service complimentary.

Mon Purse is unable to accept returns or exchanges of monogrammed/personalised purchases except where the item is damaged or faulty or delivered incorrectly through an error by Mon Purse. Please find our Returns policy here.

Your monogram is hand crafted and every personalised item is unique for each customer. So the position and look of monograms may vary slightly to what is shown on our website shown on our website.  If you believe that your monogram is not correct, please reach out to the Support Team with any images you can provide and any further information that could assist our team.

If the monogram on your product is fading feel free to send the item back to us and have the item re monogrammed free of charge. We can send the item back to you free of charge. Please email our Support Team before returning to us.

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