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FAQ

  • What are your store hours?

    We are currently open at 55 Spring Street in NoLita. Our hours are Thursday - Monday, 11 a.m. to 7 p.m.; 12 p.m. to 5 p.m. on Tuesdays and Wednesdays. Please see below for our COVID procedures!

  • Can I pick up my online order at your store in NYC?

    No, we do not currently offer in store pick up as an option for orders placed via on our online store. If you'd like to coordinate picking up an item, please email us at contact@minandmon.com or call (646) 864-0464 during normal business hours. Please note we may not be able to accommodate your request because our online store and our physical store do not share inventory.

  • How is Min & Mon responding to COVID?

    We have rearranged our store and policies to keep our customers and staff safe! We are closely following NYC’s guidelines for retail businesses, frequently cleaning all surfaces, and have implemented some procedures to limit our potential exposure to the virus.

    When you visit our NoLita store, knock or ring the doorbell and a member of our staff will let you in if you are wearing a mask. Please note we will not allow any customers inside if they are not wearing a mask. We will have extra masks, hand sanitizer and gloves available for everyone.

    We ask that no more than four people are shopping inside the store at a time. If you notice the shop is occupied, please wait outside until a member of our team can sanitize the space for you after the previous shoppers leave.

    Credit card payments are preferred.

  • When will my order ship?

    We fulfill online orders on Monday through Friday. Orders placed after 11 a.m. eastern on fulfillment days will be processed the following fulfillment day.

    Because of USPS delays and our limited fulfillmnt times, we no longer offer Priority Express shipping.

    Please bear in mind that the lead time shown at checkout is the estimated speed of the shipping service (i.e. how fast your order will ship after it's left our office), and does not include the time needed for fulfillment.

  • When will my order arrive? / Where is my package?

    Orders typically arrive within 3-5 days of shipping unless there is an unexpected delay. Please keep in mind that once an order has left our store, the carrier you have chosen assumes control of the package. The best way to find information about your shipment is to contact the carrier directly.

    Since April 2020 USPS has reported delays in its delivery times. We have been asking customers to wait 2 weeks from the expected delivery date to receive their package if there has been a delay with USPS. This includes if the package is scanned as "delivered" but has yet to be delivered.

    In our experience, packages have been delivered up to 2 weeks after being scanned as delivered. Unfortunately once an order has been picked up and processed through USPS, we have no control over its delivery.

    As a small business that produces items in small batches by hand, we are unable to refund or replace items that are delayed, lost, or stolen in transit. We ship the majority of our orders via USPS Priority Mail (unless you choose UPS at checkout), which does include insurance on the package. If a package is deemed lost or stolen, you will be able to file a claim directly with USPS to get a refund for the order. More information can be found here. Please contact us at contact@minandmon.com if you need proof of purchased insurance (the amount paid for the Priority Mail label).

    If your package has been in transit for more than two weeks days past your estimated delivery day, please reach out to contact@minandmon.com and we can help you investigate.

    For more detailed information on shipping carrier delays, please refer to the carrier's website:

    UPS

    USPS

    DHL Express

  • Does Min & Mon ship internationally?

    Yes! We offer USPS International and DHL Express rates for Canada, and DHL Express for the rest of the world.

    Please note that customs or duties fees are the responsibility of the customer and are not included in the shipping rate.

  • Do you offer free shipping?

    Yes, we offer free USPS Priority Mail on orders over $50 shipping to the United States. Please see our notes above for more about shipping times and delivery.

  • What is your Online Store Return Policy?

    Online orders are eligible for return or exchange within 30 days of order date. Items must be returned in their original condition, unworn, unaltered, with all tags attached.

    All Sale items are FINAL SALE and cannot be returned or exchanged.

    We can only issue refunds to the original form of payment or to a Min & Mon gift card. Items received as a gift must be accompanied by an Order Receipt and are eligible for exchange or store credit only.

    Return eligibility is at the discretion of Customer Service Management Team. Min & Mon reserves the right to deny refund if the merchandise does not meet our requirements. Items that are not eligible for refund will be refused and returned to sender. Shipping charges are non-refundable.

    Exchanges:

    Online orders are eligible for exchange within 30 days of purchase, as long as the items are in their original condition, unworn, unaltered, with all tags attached. Please note sale items are final sale and may not be exchanged.

    To start the exchange process, email contact@minandmon.com with your order details, which items you are exchanging and which items you'd like to receive instead. Once we have established the details, we will coordinate the process with you. Please note that we cannot ship exchange items until the originally purchased items have been received.

    You may also bring eligible items to our NYC store for exchange.

    Returning Online Orders by Mail:

    Securely pack and seal return merchandise along with your Order Receipt.

    Returns must be shipped prepaid with the carrier of your choice. Be sure to keep a record of your tracking number for your reference.

    Send returns to:

    Min & Mon
    55 Spring Street
    Front A
    NEW YORK, NY 10012

    Provided the return is eligible, the refund will be processed within seven business days of receipt to the original form of payment. Please note, depending on the credit card company/issuing bank, it may take up to 30 days for the refund to appear on your statement.

    Returning Online Orders to a Min & Mon Store:

    You may drop off eligible online orders to any of our retail stores within 30 days of purchase for return. At the moment, we cannot process returns on the weekend, but our Customer Service Team will process your refund within 48 hours of the first business day after it was received.

    Refunds will be made in the form of the original payment and will be processed at Min & Mon's office once the product is returned to the store. Items received as a gift must be accompanied by an Order Receipt and are eligible for exchange or store credit only.

    Items Received Damaged, Defective, or Incorrect:

    If you received a damaged or defective product, or the item that you received was not what you ordered, please email contact@minandmon.com and have your order number ready - we will work with you to resolve the issue!

  • What is your In-Store return policy?

    Returns/exchanges are accepted for eligible items within 15 days of order date. Items must be returned in their original condition, unworn, unaltered, with all tags attached. Items must be accompanied by an Order Receipt.

    Sale items are always FINAL SALE and cannot be returned or exchanged.

    We can only issue refunds to the original form of payment or Min & Mon gift card. Items received as a gift must be accompanied by an Order Receipt and are eligible for exchange or store credit only.

    Return eligibility is at the discretion of the Store/Customer Service Management Team, and Min & Mon reserves the right to deny refunds for products that do not meet our criteria.

  • If I need to return or exchange a product, what is the initial step?

    Reach out to contact@minandmon.com with your order details and what you would like to do. Once your email has been sent, you should expect an answer in the next 2-3 business days with further instructions.

  • The item I want is out of stock, will it come back?

    It depends! Many of our items are limited production, but we do bring back favorite styles often. You can sign up for a restock alert to be notified if an item is restocked, or check with our customer service team at contact@minandmon.com for more detailed info. We also post about new arrivals and returning products on our Instagram @minandmonbags.

  • Do you offer gift cards?

    Yes! We offer digital gift cards in four amounts - click here to purchase yours. After check out, your gift card will automatically be emailed to you and will include instructions how to redeem online.

    Gift cards do not carry any fees and do not expire. At this time, gift cards are non-refundable.

  • Do you carry products that are not leather?

    Yes! We have a collection of products made with 100% recycled paper fabric. Check them out here!

  • How long are your straps?

    Our crossbody bags come with a thin detachable shoulder strap that 44" long on the shortest hole, 49" on the longest. We can punch extra holes in these straps to make them shorter on request.

    Our embellished, thick straps that are sold separately are 39 1/4" long and are NOT adjustable.

  • Are your thick leather straps adjustable?

    No, our embellished thick Shoulder Straps are not adjustable. However, the thin crossbody straps that come with many of our bags are adjustable - and we can always add extra holes to make the strap shorter if needed.

    If you need a more flexible option, our Crossbody Nylon and Leather straps can be adjusted from 40.5" to 61"!

  • What is the best way to clean Min & Mon products?

    We recommend gently spot cleaning with a leather cleaner or makeup wipe.

  • What is Klarna and how does it work?

    Klarna is a global payments provider that works with retailers to give customers the smoothest online shopping experience by providing unique payment options and superior customer experience. Klarna has 2,500 employees around the world and is leading the way for alternative payments by serving 70 million consumers and 170,000 merchants. Learn more.

    With Klarna, you can select 4 interest-free installments to split your purchase into equal payments, charged automatically every two weeks beginning at the time your order is confirmed (usually the shipment date). No bills are sent - you can simply sit back, relax, and enjoy your purchase. View complete terms.

  • Where can I use Klarna?

    Klarna can only be used for U.S.-based purchases made on minandmon.com. Klarna cannot be used for Min & Mon purchases made in any of our store locations, or for international orders at this time.

  • When will my items be shipped if I use Klarna?

    Like any Min & Mon order, Klarna orders are fulfilled and shipped within our standard shipping timeframes.

  • How do I contact Klarna customer service for questions about my Klarna payments?

    You can reach Klarna anytime at https://www.klarna.com/us/customer-service/