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Customer Service

Placing an order at Mondan.com.au

We are here to make your shopping experience as simple as possible.

Simply browse the Mondän Product Range, choose your items and would place an order following these steps:

  • Add item(s) to your shopping cart. You can add as many items as you like. At the top of the page, you will be able to see your basket and how many items you have in your shopping cart.

  • When you are happy with your purchase, click on the checkout icon to place your order.

  • If you are already registered with Mondän, you will need to sign into MyAccount. If you are a new customer, you can register for an account or checkout as a guest.

  • Provide a billing address and delivery address or select from a list of addresses.

  • Select the most appropriate shipping method which will be added to the total cost of your order.

  • Read and confirm that you have read and you agree with Mondän’s terms and conditions before you can checkout using our secure Stripe gateway of PayPal.

  • Submit your order.

As soon as we receive your order, we go to work to ensure that your order is shipped out of our Warehouses within 2 working days.

Terms of Service

  • We strive to make sure we provide you with accurate colour descriptions and images to make your online shopping experience easier. However there may be instances where the actual colour of an item when you receive it may be different from the colour on your screen which may be due to variance in screens and how they display different colours. We are unable to accept returns or process refunds based on discrepancy in colour displayed online to actual colour of products.

  • Prices on mondan.com.au are current at the time of issue and inclusive of Goods and Services Tax (GST). Prices may change at any time and is always valid for the period of placing an order. Should there be a price change from the point of adding the product to the shopping cart and actually placing, the order, the prices will update automatically before you place your order. In the unlikely event that the change does not reflect on your order, we will contact you by email to inform you of the price change. We would usually offer you the option to either proceed with the order or if you would prefer a refund on that item.

  • It is your responsibility to pay any other taxes, duties, liabilities that may be imposed by any governmental agency, including without limitation, any customs duty, goods and services taxes, or any valued added tax imposed on any products or services ordered by you from Mondan.com.au

  • It is possible that some items may be very popular and therefore sell out really quickly. In those circumstances, we will let you know by email when the item is likely to come back in stock. We would give you a choice to either wait for item to be restocked or for a refund for that item.

  • If you have placed an order but change your mind or wish to amend your order, we would usually give 24 hours for you to do this. You can contact us on happytohelp@mondan.com.au quoting your order number. Anytime past the 24 hour window, you will not be able to amend that order.

 

 About your delivery

For your order to get to you without any hitches, the delivery address provided while placing your order must be a physical address where deliveries can be made during normal business hours from Monday and Friday. Deliveries cannot be made to a Post Office box address.

Missed delivery


If the courier missed you when attempting to deliver your order, there will be a card in your letter box letting you know about the attempted delivery. You will then need to rearrange another delivery date or pickup from the nearest depot or post office

Special Delivery Instructions:

If you have special delivery instructions or your delivery address has access restrictions, please make sure you include that in your order and we will do our best to meet special requirements.

Delivery Times:

If your order contains multiple products, you may receive them as multiple shipments. In most cases, you should receive all items on your order within 14 working days of placing the order, unless in exceptional circumstances where items may be out of stock or you have pre-ordered a product. In any case, we should contact you by email if there is an undue delay to receiving your order.


When you receive your order:
We advise that you inspect the package as well as the products delivered for any sign of damage before signing for the delivery. If you find any faults or damage, it is very important that you make a note on the delivery note, stating the nature of the damage. This will help us to resolve the issue in case you had to make a claim or return the product. In addition to this, please make sure you email
happytohelp@mondan.com.au within 24 hours from the point of receiving the delivery.

Returns and Refunds

Under the Australian Consumer Law which we are bound by, we are happy to accept returns and process refunds only under the following circumstances:

  • We usually get our customer orders right but if in the unlikely circumstance that you receive an incorrect item, please email happytohelp@mondan.com.au within 24 hours stating the incorrect item received. We may ask you to send the incorrect item to us but will pay the shipping costs of the item and ship the correct item to you. If we are however out of stock on the item, we may offer you a replacement item or process a refund for that item.

  • Where products are damaged when you receive them. As stated in the ‘when you receive your order’ section, you must examine your items before signing the delivery note and indicate if there was any damage or fault noticed and email happytohelp@mondan.com.au with the details of the damage to the item(s) within 24 hours of the receipt. We will either process a refund for that item or ship another one to you if you prefer, depending on availability.

  • Where products have manufacturer’s fault. If you notice a fault due to manufacturer’s fault, please send an email to happytohelp@mondan.com.au within 5 working days of receiving your order and we will be happy to ship a replacement item to you depending on availability or offer you a refund for that item. We may ask you to send the faulty item to us. If you do not tell us about the fault within 5 working days, we will be unable to offer you a replacement or process a refund for you.

Unfortunately, we are not able to accept returns or process refunds if you change your mind after placing the order or the product became faulty or damaged due to accidental use or normal wear and tear. We offer a 24 hour window to cancel or amend your order if you changed your mind. After this time, we are unable to process returns or refunds, except in any of the three circumstances stated above.

For any other queries, please feel free to email happytohelp@mondan.com.au and we will always do our best to help you!