FAQs

Is my transaction secure?

A: We use DPS Payment ExpressDPS are fully certified as Visa AIS and MasterCard SDP (PCI-DSS) compliant at processor level; using an approved QSA for quarterly scans on systems and full onsite audits, annually. All sensitive information is encrypted with the 3DES protocol, with Atalla Network Security Processors. 

    There is also the option of PayPal for payment processing.


Where is shop.us.monsroyale.com located?

A: Mons Royale is a New Zealand registered company. Your order will be shipped from Verde Fulfillment and Distribution Incorporated, 25 N Phillippi Street, Boise, Idaho 83706, USA.


What payment methods do you accept?

There are three payment options:

  • Credit card – Visa or Mastercard
  • Paypal

 

Is my credit card transaction secure?

Credit card transactions are completed by a reputable third party credit card processing company DPS Payment Express and we do not see or hold your credit card details. DPS are fully certified as Visa AIS and MasterCard SDP (PCI-DSS) compliant at processor level; using an approved QSA for quarterly scans on systems and full onsite audits, annually. All sensitive information is encrypted with the 3DES protocol, with Atalla Network Security Processors. 

 

What happens to my information?

Your contact information is for our use only. We do not store credit card details as these payments are made via a third party website DPS.  Customer information is only used for processing your order.  If we are experiencing issues with our website and we can see you have visited our website during this period, we may contact you from a customer service perspective to ensure we haven’t missed your order. If you opt into marketing, we may email you from time to time.  

 

How do I know my order has been received?

Once you have completed your order online you will receive an order confirmation e-mail.  If you do not receive an order confirmation e-mail from us, first check your junk folder in case our emails are hidden in there.  If you still haven’t heard from us, let us know at shop@monsroyale.com.

 

Can I cancel my order?

Get in touch with us immediately; we can cancel your order if it has not been dispatched.  However if your order is dispatched, we can arrange a return if the items met all the returns requirements.

 

Is there anywhere else I can purchase your product?

Check out our website for a list of stockists near you. http://www.monsroyale.com/stockists/unitedstates/

 

What size should I buy?

Please refer to the size chart on the website, this can be found beside each product in the size TAB.  If you are unsure regarding a particular fit or style please contact us at shop@monsoroyale.com

 

Where is my order dispatched from?

A: Your order will be shipped from Verde Fulfillment and Distribution Incorporated, 25 N Phillippi Street, Boise, Idaho 83706, USA. 

 

Who do you ship with?

FedEx 2 Day

 

What is the cost of shipping?

USA shipping is FREE on all orders over $80.   

$10 charge for orders $79

 

How long does shipping take?

We aim to pack and ship within one business day of receiving your order.  We process orders on business days (Monday to Friday). We do not process orders on the weekend or public holidays.  

Shipping usually takes 2 days depending on weather and location. 

 

Do you ship to PO Boxes?

We are unable to deliver to PO Boxes as our courier service requires a signature.  Please use a physical address where someone will be available during business hours to receive your parcel.   

 

Can I track my order?

Yes you can track your order.  You will receive an email confirming shipment of your order. This will include your tracking number.

 

Will I be charged customs duty or tax?

No, freight and taxes included in the price.

 

Received incorrect product?

If we have made a shipping error, please contact us so we can rectify this issue immediately for you.  All freight costs will be on us.

 

Can I return an item? 

If you're not completely happy with your order we'll do whatever we can to make it better! 

If you are not satisfied with the fit, style or colour please do not hesitate to return it and select any other item available on the web store. You can also request a store credit or a refund.

On sale items, due to the low prices offered and short supply of stock on this web store, exchanges may not be possible.  Please note, no refunds are offered on boylegs & boxers.  

Please contact us within 3 days of receiving your order to discuss the possibility of an exchange.

Phone:  +1 970 455 4363

Email:  shop@monsroyale.com

 

What happens if over time my item becomes faulty?

If you are not 100% satisfied with the performance of your Mons Royale product, please do not hesitate to contact us to discuss the issue.

Phone:  +1 970 455 4363

Email:  shop@monsroyale.com

 

Warranties will be accepted or declined after evaluation. If your warranty is accepted, you will be offered a replacement item if available, a store credit or a refund. We will discuss the action that will be taken with you.

 

What is the best way to care for Mons Royale products? 

Visit our Merino Care page to read about care instructions.