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Frequently asked questions

Find all the frequently asked questions about fashion online shopping in Uganda- FAQs on women’s clothing shopping online in Kampala, Uganda. We have tried to answer all the questions asked about fashion for men & women in Uganda, and East Africa.

About my account

Customer accounts are optional, and you can always checkout as a guest without creating an account. You can make an account here.
You can register or subscribe to our SMS text list in-store and you will be able to receive text alerts on our new stock, sales, and any other goodies or promotions. Consent to receive text messages is not a condition of purchase.
You can sign up for our newsletter by creating a monaestore.com account here or by typing your email in the newsletter subscription box at the bottom of our site. You can unsubscribe from our email list at anytime by using the ‘unsubscribe’ link at the bottom of any email we send!

Orders

Orders can only be edited or canceled via phone (0759 827026). Orders cannot be edited or canceled via email or WhatsApp. Please call us within an hour of placing your order to make any needed adjustments or cancellations. If your order is placed after hours or over the weekend, please give us a call before 10am the following business day. After this time, order processing has already begun so changes can no longer be made, and orders will be delivered as is.
If you’re having trouble placing your order online, you can always call +256759827026 and we’ll be happy to help either walk you through the ordering process or process your order over the phone! Our store also takes phone orders and can deliver your items out from their
monaestore.com accepts most major debit cards as well as mobile money. We are working on adding other payment options at the checkout.
We occasionally restock sold out styles. If something you love has sold out, you can reach out to us and let us help you find it. We also receive 80+ new arrivals 2-3 times weekly, and occasionally receive similar styles, so keep an eye out on our website!

Promotions + Pricing

You can enter your Promo Code on the cart page in the box that says “Coupon Code“ or on the checkout page in the box that says “Coupon/Gift Certificate.“
No, only one promo or coupon code may be used per order. Some coupon codes are only valid on certain products, and some are only valid on full-priced items, and the discount amount will be shown at checkout.

Sizing

Each of our product listings on monaestore.com includes garment measurements to ensure you find your perfect fit.
We do carry extended sizes in select styles and you can find them by using the sizing filter on our website.

Gift cards

E-Gift Certificates can be purchased on our website www.monaestore.com. E-Gift Certificates are delivered via email to the recipient and can be used both in-store and online at www.monaestore.com. E-Gift Certificates are usually emailed within a few moments of purchase. If you do not receive an email within 24 hours, please contact us (+256759827026) so we can check on this for you. Traditional Gift Cards can be purchased in-store and come with a holder. Traditional Gift Cards can be used in-store and online at www.monaestore.com.
E-Gift Certificates and Traditional Gift Cards can both be used on monaestore.com Enter in your E-Gift Certificate number (received via email) or Traditional Gift Card number (on the back of your physical gift card) at checkout in the box that says “Gift Certificates.“
You can check the balance of your E-Gift Certificates + Traditional Gift Cards by calling +256759827026.

Shipping

Our processing team is usually able to process orders for shipment in 1-2 days. During busier sales or seasons, we ask that you allow for 4-5 days of processing. Shipment times vary based on the type of delivery you choose at checkout. For more information on delivery Options please visit our Shipping + Returns Page.
Monaé is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe secure place at your delivery address. If you believe your package may have been lost or stolen, please contact us so we can assist you.
We currently only deliver to Uganda and some parts of East Africa, but are in the process of getting international shipping options! Keep checking back here + our social media pages for future updates.
After you place your order, you should receive an email with your order number. You will also receive an email/WhatsApp text with the delivery guy’s number and name once we have shipped your items out. If you don’t receive an order confirmation or tracking number within 24 hours of your purchase, please contact us on 0759827026 and we will be happy to help.

Returns

Yes, you can return items ordered online to our shop! As long as your item is within the return policy, has tags + hygienic liners attached, and has been unworn/unwashed, you may return your item with your invoice or proof of purchase to a store.
If for any reason, you are not satisfied with your online order, you may return unworn merchandise within 5days of the purchase date. Please visit our Shipping + Returns page for more information on Returns Process.
Generally, returns and exchanges take 5-7 business days to be processed. When we receive your package and it’s processed, an email or WhatsApp text will be sent letting you know it’s status. You can also find information on the status of your return by logging into your Monaé account here. We recommend shipping your package with a person you trust to track its delivery date. Once your return/exchange is processed you will be emailed a confirmation email.

Buy online & pick up in store

With Buy Online & Pick Up In-Store at Monaé, you can place your order online at www.monaestore.com and pick up available items for free at the store!

Select “Local pick up” when placing your order. We will email you when your order is ready, Stop by the store to pick up your order

Bring your order confirmation email and photo ID to the store, and show to a team member! Be sure the ID is valid and has not yet expired. You will not need to show your method of payment at the store.
We do our best to make sure your order is ready within 3 hours of order. The order is then available to pick up during your chosen stores opening hours.
Unfortunately at this time, no. If you have multiple items that you want and only a few can be picked up, you will have to make two separate orders.
Shop B14, 3 Sister’s Mall, Next to Ntinda Mosque, Ntinda, Kampala, Uganda