FAQ Page

In which countries does Monnalisa ship?

Monnalisa ships to the following countries: Italy, Albania, Andorra, Armenia, Austria, Azerbaijan, Belgium, Bosnia and Herzegovina, Bulgaria, Canada, Colombia, Croatia, Cyprus,

Czech Republic, Denmark, Dominican Republic, Egypt, Estonia, Finland, France, Georgia, Germany, Great Britain, Greece, Hong Kong, Hungary,

Indonesia, Ireland, Israel, Japan, Jordan, Kenya, Kuwait, Lebanon, Lithuania, Latvia, Luxembourg, Malta, Mexico, Moldova, Principality of Monaco,

Norway, Netherlands, Oman, Panama, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa,

North Macedonia, Montenegro, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United States, Venezuela.

How can I search for an item?

  • Search using a keyword: enter a keyword in the search field located at the top left, you will see a list of suggested products. The keyword can be, for example, a color (e.g., red), a product category (e.g., dress), an occasion (e.g., communion), or an item code.
  • Search using the menu: choose between Girl, Boy, New Collection, Outlet, or one of the highlighted special categories.
  • Search by filter: within each category, you can refine your choice using search filters (size, color, price, etc.). This way, you can combine the different criteria to find your favorite model more quickly!
  • I don't have an account: can I still proceed with a purchase?

    Absolutely yes! If you prefer not to create an account, you can still proceed as a guest. To track the order or request a return, click here and enter the order number, email address, and billing ZIP code.

    How can I order?

    1. After selecting the product, choose the size by clicking on the desired size from the dropdown menu and then "add to cart".

    2. Add other products in the same way or click, at the top right on "go to your cart".

    3. The order summary screen will open, enter a coupon code if you have one at this stage, and click on “proceed to purchase”.

    4. Enter your email address, if you are registered you can enter your password, otherwise, you can proceed as a guest.

    5. Enter your first name, last name, shipping address, city, postal code (ZIP), country, region, and phone number, click on “proceed”.

    6. Choose the payment method you want to use, and proceed with the payment according to the selected method. Remember to accept the general terms and conditions of sale, the conditions for withdrawal, and the privacy policy.

    7. At this point, you will be directed to the final page with a summary of your data. Remember to check, before clicking on “complete order”, that all the selected details are correct, once the order is confirmed it will no longer be possible to modify them.

    8. To conclude the order click on “complete order”.

    9. At this point, you will receive a confirmation email at the address you have registered on our site. If you do not see it try checking in the Spam folder. You can check all the details related to your order also by directly accessing your account, in the "orders" section.

    Can I cancel or modify my order once it has been placed?

    Unfortunately, once accepted, the order cannot be modified or cancelled. However, you can return your order for free if you wish.

    Can I add an item to an already confirmed order?

    It is not possible to add items to an already confirmed order, after the payment has been completed.

    How can I send a gift?

    If you want to deliver the gift directly, our customer service will be at your disposal to personalize the message and add it for free, together with the shopper to your order.

    For all our articles, the price is not included in the label or any type of document with references to prices or the total order, these details are sent only via email in the purchase summary.

    What does the gift option include?

    At checkout, it will be possible to select our shopper which will be added to your order for free.

    What should I do if I have a discount code that doesn't work?

    If the code is not applied when entering it, it may be because the promotion is no longer valid, the code refers to a certain selection of products and those inserted in the cart do not fall into that group, it was written incorrectly. For doubts or questions about the validity of promotional codes, contact our customer service.

    I couldn't take advantage of the expired promotion, what can I do?

    If the promotions are time-limited it is not possible to use them beyond the expected expiration date.

    How can I request the invoice for my order?

    To request an invoice it is mandatory to send an email to customercare@monnalisa.com within 24 hours from the order confirmation, indicating the tax code.

    Orders on the website can only be made by individuals, who buy for purposes other than resale, thus invoicing with VAT number is not possible.

    Where do I find the compositions of the products?

    On the product page, by clicking on "COMPOSITION & MADE IN" you will find the detailed composition of each item.

    What can I do if a size or product I want to purchase is not available? Is it possible to order unavailable sizes?

    Unavailable sizes are currently sold out and cannot be ordered.

    If a product or size is not available for purchase, we recommend monitoring the site, especially for items belonging to the new collection for which frequent restocking is anticipated.

    Unfortunately, we do not have precise information about the sizes or products that may be restocked.

    How do I know which products are available in store?

    The assortment of products varies from store to store, therefore we advise you to contact them directly for more information.

    The contacts of our boutiques are available in our store locator.

    How do I determine my size?

    Each product page presents a size guide with specific indications to help you identify the most suitable size for you.

    To assist you in the choice we have indicated the recommended height and circumference for each size.

    The sizes on the site are Italian sizes.

    For shoes, we have also indicated the conversions for European, UK, and US sizes.

    If you want more detailed information regarding the fit of the products, consult the specific category through our Size Guide or contact us.

    How can I know if a product I have is authentic? Does Monnalisa guarantee the authenticity of all products purchased on Monnalisa.com?

    We guarantee the authenticity of all products purchased on Monnalisa.com and in official Monnalisa stores.

    It is not possible to guarantee the authenticity of products purchased on websites or from unauthorized dealers.

    Why create a Monnalisa account?

    Creating a Monnalisa account optimizes your shopping experience and reduces checkout time: save your shipping and payment information and log in to track your order. With a Monnalisa account, you can create a selection tailored for you, adding items to your wishlist.

    What to do if I forgot my account password?

    If you have forgotten your password, you can click on "Forgot password?" on the login screen. You will need to enter your email address and click send to receive an email with a link (attention: it may take some time before you receive it, remember to also check the spam/junk mail), by clicking on it you can enter a new password and use it to access your Monnalisa account.

    If you have not forgotten your password, but simply want to change it, you can do so by accessing your Account section, clicking on "Change Password".

    How do I modify or delete my Monnalisa account?

    To modify personal information, including name, date of birth, and email address, visit the Account section in your profile.

    To delete your account, please Contact us.

    Where do I sign up to receive the latest news about the Monnalisa world?

    To regularly receive via email the latest news and trends, personalized information on Monnalisa products and events, our latest offers, as well as exclusive promotions reserved for subscribers and a 10% discount on your first order, subscribe to our newsletter, you just need to enter your email address in the dedicated section.

    How to unsubscribe from the Newsletter?

    You can unsubscribe from the newsletter by clicking on the link found in the email, to be removed from our mailing list.

    How can I change the language or the shipping country?

    Want to shop in another language or ship to another country? Just choose from the drop-down menu at the top left next to the word “shipping” the language and the country of your interest.

    Are my credentials secure?

    According to our Privacy Policy, your credentials are secure and will never be used for any other purpose. If Google advises you to change your password on our site, it could be because a possible breach of your data has been detected. The suggestion comes from a Google Chrome tool that checks whether the password you have used is secure enough. When you connect to our site, Google Chrome checks if your credentials have been potentially exposed to a breach, according to personal data protection norms. You can click here for more information.

    What are the payment methods accepted on our Site?

    We accept the following payment methods: Credit card, PayPal, Scalapay (Pay in 3 installments), Bank transfer, and Cash on delivery.

    How does payment with PayPal work?

    If you choose to pay with this method, you will be directed to the PayPal site.

    If you already have a PayPal account, identify yourself with your email address and password and confirm the payment. If you do not have a PayPal account, you can proceed with a guest account or create one.

    The payment will be registered within a few minutes and your order will be processed immediately.

    Before proceeding with the payment, you will be asked to accept the "Terms and conditions" section of PayPal.

    How does payment with Credit Card work?

    You can use your Mastercard, Visa, Postepay, American Express, and all major credit and prepaid cards.

    The charge on your card will only occur at the time of the order's shipment.


    Your card data are processed through the SSL security system.

    At the conclusion of the order, the 3DS authentication procedure will be used and you will be redirected to your bank's webpage. Follow the requested steps to complete the order.

    Thanks to this security standard, you can place your orders on Monnalisa safely.

    Why can't I complete the payment with Credit Card?

    If you are unable to complete your purchase with the credit card, it might be that your card still needs to be activated according to the so-called two-factor authentication or "strong customer authentication" procedure.

    What is the two-factor authentication procedure and how do I complete it?

    The European Payment Services Directive (PSD2) has changed the way online payments are checked and approved. To make online purchases even safer from 2021, an additional approval at the time of payment is required.

    How can I activate my credit card for the two-factor authentication procedure?

    This can be done through the bank that issued your credit card. The process varies for each bank, so we are unable to provide detailed instructions. For example, you might receive a code via SMS or approval might be required through your bank's app.

    Order cancellation and Pre-authorization, how does it work?

    It may happen that when you pay your order with a credit card and it is cancelled, the amount remains unavailable, blocked on your account.

    In this case, it is not an actual charge but a pre-authorization arranged by your bank at the conclusion of the order.

    The sum necessary for the payment, in fact, is charged only when the package is shipped from the warehouse.

    This block can last up to a maximum of 30 days, over which Monnalisa has no influence.

    Scalapay (payment in 3 installments), what is it and how can I pay?

    Scalapay is a global payment solutions provider, offering you the flexibility to pay in 3 convenient interest-free installments.

    This secure payment method perfectly suits your needs, allowing you to manage your expenses better without giving up on what you desire.

    At checkout, by choosing Scalapay and confirming the order details, you can access your Scalapay account or create a new one in a few simple steps.

    The service is available for purchases up to €1,500.

    With the first installment charged at purchase and the other two deadlines on a monthly basis. Scalapay keeps you updated with notifications via SMS and email for each incoming installment, ensuring transparency and control.

    Pay attention to the deadlines to avoid late fees, but remember: if you pay on time, there are no additional costs. Scalapay accepts all major credit, debit, and prepaid cards, except Bancomat or Maestro.

    How can I pay Cash on Delivery?

    If you choose cash on delivery, you will pay the exact amount of the order indicated in the shipping confirmation email upon receipt of the goods. Make sure to have the exact amount, as the courier cannot give change.

    If payment is not made, the goods will not be delivered to the Customer.

    Cash on delivery has an additional cost of €9.90.

    Cash on delivery may have maximum limits based on the country:

  • Portugal - €1,000
  • Spain - €2,499.99
  • Belgium, Italy - €3,000
  • Sweden - 3,000 SEK
  • Romania - 10,000 RON
  • Poland - €4,318.09
  • France, Monaco - €750
  • How do I make a bank transfer?

    Follow the instructions received via email after the order for the transfer, below are the bank details for the credit:

    Monnalisa SPA

    Banca Sella Filiale di Arezzo

    IBAN: IT73R0326814100052890844310


    Reason: your order number

    Remember to send us the confirmation within 72 hours.

    When will my order be prepared with a bank transfer?

    The order made will be processed only after the actual receipt of payment.

    The delivery estimate may therefore vary based on the actual receipt of payment.

    Can I pay with a gift card?

    Payment with Gift Card is not available on Monnalisa.com

    Why is your preferred method of payment not available?

    If the preferred payment method is not available, the cause may be due to internal restrictions in the country of shipping. You can still use all the other services and choose one of the other free options.

    Our customer service cannot modify the payment methods offered at the time of purchase.

    Shipping Costs

    The shipping cost is 5€, free for orders over 500€.

    Do I have to pay any additional fees or customs duties for delivery?

    There are no additional costs to be paid upon delivery. In all countries outside the EU, shipments are made on a DDP (Delivery Duty Paid) basis, all applicable import taxes are included in the final product price.

    Some countries listed below are excluded due to internal limitations of the destination country:






    On which days does the courier deliver?

    Deliveries occur from Monday to Friday, excluding holidays. All orders are processed automatically, and we cannot modify shipping and delivery times.

    Shipping Times

    Within the individual product pages and at checkout, you can see the estimated delivery date for the entered address.

    If no one is present at the indicated address to accept the delivery of the Products, the courier will attempt delivery again on the next business day, if possible.

    Is express delivery available?

    An express delivery option is not available for your order.

    Which couriers are used?

    We use the following couriers for the delivery of orders: UPS, DHL, and SDA.

    Can I have my order delivered to an Access Point?

    Yes, after the shipment, it will be possible to independently make changes to the delivery, directly on the courier's website.

    You've placed an order and want to change the delivery address?

    You can change your address by directly contacting the courier once the package has been shipped, providing the tracking code (UPS and DHL) or the shipping number (SDA/Italian Post).

    The address must necessarily be in the same country as the one entered previously at checkout.

    Can I ship to a P.O. Box?

    It is not possible to deliver orders to P.O. Boxes

    How can I track my shipment?

    You can track the shipment of your order:

  • By entering the Orders and Returns guest section on our site, or through the tracking received via email at the time of shipment.
  • By accessing your account, in the orders section, clicking on the “track shipment” button, or through the tracking received via email at the time of shipment.
  • We remind you that through the link you will go directly to the courier's website

    We recommend monitoring the status of your shipment frequently: in case of your absence, you might not immediately notice the delivery attempt notice or, for various reasons, the courier might not be able to locate the reference address and need additional information.

    Is it possible to receive multiple orders with the same shipment?

    If the orders were placed separately, it is not possible to combine them; they will be shipped and received in separate shipments.

    What to do if the package appears damaged or the seal is not intact?

    If the packaging appears damaged or the seal is not intact, sign with reservation or refuse the delivery. Contact MONNALISA immediately at customercare@monnalisa.com if you notice an unauthorized signature or tampering.

    You received an item you didn't order?

    If you received an item you didn't order, please report it immediately to our customer service to process the return and, where possible, replace it with the originally ordered item.

    What is our return policy?

    We accept free returns within 14 days from the delivery date. You can make the return through your account or as a guest by following the provided instructions.

    How can I make a return?

  • As a registered customer, you can make a return by going to the orders section in your account and clicking on the "Request return" button.
  • Once the process is completed, Monnalisa will send an email with the shipping label and the instructions to follow for returning the merchandise.

  • If you purchased as a guest, click here.
  • If you make the return from a country outside the European Union, at the following link the proforma return invoice is available. Please fill it, sign it and deliver it to the carrier. Furthermore, the original invoice which can be downloaded within the reference order, must be inserted inside the package.

    Do I have to bear any additional costs for the return?

    The return is free, for returns from countries outside the European Union, if there are any customs duties and taxes incurred, which are paid in advance by Monnalisa, these will not be refunded and will be deducted from your refund.

    You want to make a return but have not received the label?

    Instructions are automatically sent shortly after completing the online return request, if you have not received the email with return instructions, make sure you also check your email's spam folder.

    If you cannot find the email or the label, contact us.

    How to know if the return procedure is complete?

    You can verify that your return procedure has been successfully completed in the “my returns” section of your Account, the status of a completed return will be “return accepted”. In what conditions must the item be returned?

    Items must be returned intact, in the original packaging, and with all tags and seals. Footwear and accessories must be returned with their original box.

    Can I return an item for an exchange instead of a refund?

    It is not possible to exchange items, but you can return them for free within 14 days and, if you wish, reorder them!

    You are not bound to wait for the refund for your new order, if you wish you can proceed immediately with a new order.

    Can I return online a Monnalisa product I purchased in store or through another retailer?

    We cannot process returns for items purchased outside our official Monnalisa site. For assistance with issues or returns of items purchased in boutiques or from retailers, contact the retailer or partner from whom you made the purchase directly.

    Can I make a return from a different country than the delivery one?

    Returns must be shipped from the same country in which the order was originally delivered.

    Can I return items from different orders in the same package?

    If you wish to return items from different orders, contact us so we can inform our returns warehouse of this event.

    How can I cancel a return?

    If after having initiated the return process in your account you decide to keep the goods, you can do so, this does not incur any additional expense.

    If you had already scheduled a home pickup, we cannot change the pickup appointment. When the courier comes to your home, you can tell them that you have decided to keep your order.

    If instead you had chosen to take it to an Access Point, in this case too, simply do not deliver it.

    Can I make a subsequent return of more items for the same order?

    It is not possible, after having returned an item from your order to return another.

    A single free return per order is allowed.

    Can I return without the original box or tag?

    If you no longer have the original packaging (plastic bag or box) do not worry, you can use any other cardboard packaging to make the return.

    Remember to remove all previous labels. The only label that must be visible on the package is the return label.

    Make sure the tag is still attached to the garments and that the product is intact.

    If you want to return shoes, use the original box in which they were shipped.

    If we receive products that have already been used, damaged, or in a packaging different from the original (shoes box, accessories box such as headbands, bags, etc.) we will not be able to proceed with the refund.

    Can I exchange or return a product that was given to me as a gift?

    For purchases made on Monnalisa.com, there is the possibility of return and possible exchange or refund only on the original payment method

    For purchases made at retailers or in our boutiques, it is necessary to go to the store where the purchase was made with the courtesy receipt.

    How long will it take to receive my refund?

    We will issue the refund within 3-5 days from the receipt of the return and inspection by our quality control team.

    How will the refund be made?

    The refund will be made using the same payment method used to pay for the order.

    How will I be refunded if I paid on delivery or by bank transfer?

    For payments by bank transfer or cash on delivery, the refund will be made via bank transfer to an account you indicate.

    Upon acceptance of the return, you will receive an email from us requesting the sending of the bank details, we will need your IBAN, the full name of the account holder and, if it is a foreign account, also your BIC/SWIFT code.

    The time required for the receipt of the bank transfer varies depending on the Institute.

    Will my shipping costs be refunded if I return my order?

    The return is free, but the shipping costs incurred on the way will not be refunded.