Customer Service
 Shipping |
How to Contact Us:
Shipping time depends upon the nature of the order and the availability of the products you have purchased. Most of of our products are stocked in quantities of 10-30 pieces. Some products, especially 'wet' products, such as cream foundations and Cream to Powders, as well as making cosmetics kits, are made to order. Monave is not a large business that stocks and markets products made by other companies. We are an old-fashioned, family-style company that respects the personal lives of its staffers, many of whom are parents.
If you choose Express or other expedited shipping methods, this only guarantees that your package will be expedited from the time it leaves our location. It does not expedite our in-house processing time.
International Orders
International orders have the option of global express, which includes tracking, but may be costly for small orders. Please be advised that standard global mail (referred to as "priority", can take up to two weeks to arrive to its destination. Please note: Shipping via priority mail flat-rate does not have the same protections as priority mail international. In fact, USPS sees it in their system as standard mail, even though you've paid for priority. Please be advised, we canNOT guarantee that you will receive packages using this method, so buyer beware!
Shipping Costs:
When you are placing your order, the Monave website connects to the USPS or UPS website, where the shipping is calculated based on weight, and shipping destination. If you would like an indication of your shippings costs, place a mock order, and choose your shipping method. You can then view your total order cost including shipping charges before paying for the order.
Handling on orders starts at $2.00 per package. It goes up as the size of the order increases. Handling is calculate based on the cost of labor required to invoice, pack, and ship your order.
Back Ordered Products
Because our products are handmade, occasionally they will be on back order when your order is filled. If you receive your order and an item is missing, the letters B/O will be written next to the item on the invoice; this indicates the item is on Back Order. Back Ordered products ship as soon as we receive them, with no extra shipping charges to you. We appreciate your patience.
Returns
We offer reasonably priced samples of foundations, powdered makeup, skincare, and lip products. Be sure to choose and note the 6 colors that are included in the sample set in the comments box. We do not automatically include products for you.
Click here to sample our products before purchasing full size. Returns of cosmetics and skin care are limited to damaged or incorrect merchandise. We offer exchanges only, not refunds. Do not assume that if a product does not meet your standards for texture, application, or color, that we will exchange it. Once it is shipped back to us for examination, we will determine if indeed the product is damaged, or does not meet our standards. In the majority of cases, products are exchanged without question, and shipping costs for the return are refunded. In some cases a customer simply has buyers remorse. In this case, products are sent back to the customer. This is standard procedure for cosmetics sales, since products can become contaminated once in a customers hands. We must guarantee all of our clients that the products that they purchase have been stored within our company walls in hygenic conditions prior to being shipped.
We do not accept returns on samples or minis. The point of our samples is to try the product. If you do not find it appealing, simply do not order the full-sized counterpart. If you have a question about a sample, please contact our customer service department and we'll be happy to give you any assistance necessary to find products that suit you. Monitors can be decieiving, so please keep in mind, we do not offer refunds or exchanges on undamaged merchandise. If you do not like something because the color does not suit you, that is not an applicable reason to ship it back for an exchange.
Returning Damaged or Incorrect Merchandise
If you have a concern, such as a hard lipstick or pencil, a mislabelled product, or a faulty brush, please contact us via our contact page or via phone within 7 days from receipt of your shipment. Have your order number ready. Do not ship products back to us without contacting customer service first. We will replace the product as well as the shipping cost incurred to you.
Brushes: Kabuki and Flat Top Bronzer brushes tend to shed in the beginning. If you are still experiencing severe shedding after several weeks of use, please return the brushes for review and exchange and we will refund your shipping costs.
Customer Service Hours
Customer service hours are:
Phone Hours: 10:00 am - 5:00 pm Eastern Standard Time Monday through Friday
(410) 534-1058
E-mails are answered on a daily basis. You should receive a response within 24-48 hours.
Placing Orders
Orders can be placed, online at www.monave.com
by phone at (410) 534-1058
or by fax at (410) 534-0130
* We cannot accept orders placed through email. Please do not send credit card numbers or any other secure information through email.
* Add-ons and changes can be made up to 24 hours after an order has been placed. After that time, a separate order should be placed through the shopping cart. If you are making a change to your order within the allotted time, always include your order number as reference.
Payment Options
We accept VISA, Master Card, and Discovery. We also take payments through
the Pay Pal option on our site, and by check or money orders through the mail.
Questions About Products
about how Monave differs, please check out both our retail cosmetics FAQs
page, and our Facebook Page (Monave Friends), and visit our blog where you'll