Frequently Asked Questions

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Shopping

  1. Which payment methods can I use?

    We accept credit cards from:

    • American Express
    • Discover
    • MasterCard
    • Visa
    • Banks located in these countries

    We also accept these other forms of payment:

    • PayPal®
    • PayPal Credit
    • Credit Card Gift Cards*

    Unfortunately, we do not accept:

    • CODs
    • Layaway plans
    • Personal checks
    • Money orders
    • Credit cards with billing addresses outside of these countries:
    • See All Countries

    To make ordering even easier, we can store your credit card information in your ClubMonaco.com account once you register online. This information is secure and cannot be accessed by anyone other than the account holder. You can read our Privacy Notice just to be safe.

    For added security, your billing address at ClubMonaco.com must exactly match the address on file at your credit card company. Your order process may be delayed if these addresses are different.

    Your credit card will not be charged until your order ships. However, if you are using a debit or check card for payment, the funds will immediately be deducted from your account.

    *Credit Card Gift Cards (such as a gift card from American Express or Visa, or any other Credit Card Gift Card not associated with Club Monaco) can only be redeemed for orders less than the full amount available on the gift card. Orders cannot be split between two forms of payment when using a Credit Card Gift Card.

  2. PayPal® FAQ

    How does PayPal® work?

    PayPal® is used to send payments securely over the Internet. You can choose to pay from your PayPal® account balance, a credit card, debit card or bank account. To make a PayPal® purchase, select PayPal® during checkout on the ClubMonaco.com Website and choose your method of payment. Your funds are transferred immediately and securely

    PayPal® is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud-prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal® to send money, recipients never see your bank account or credit card number.

    For the fastest response, you may access the user-friendly Help Center. Developed by the PayPal® Customer Service team, this Help Center contains a comprehensive information database. You can type a question into the search box to receive a complete answer.

    If you do not find the information you need in the Help Center, PayPal® Customer Service representatives are available to assist you. Send an email for a prompt response or contact PayPal® directly by phone: Customer Service: 1-402-935-2050 (a US telephone number) 4:00 a.m. PDT to 10:00 p.m. PDT, Monday through Friday or 6:00 a.m. PDT to 8:00 p.m. PDT, Saturday and Sunday.

    How do I Contact PayPal® Customer Service?

    For the fastest response, you may access the user-friendly Help Center. Developed by the PayPal® Customer Service team, this Help Center contains a comprehensive information database. You can type a question into the search box to receive a complete answer.

    If you do not find the information you need in the Help Center, PayPal® Customer Service representatives are available to assist you. Send an email for a prompt response or contact PayPal® directly by phone: Customer Service: 1-402-935-2050 (a US telephone number) 4:00 a.m. to 10:00 p.m. PDT, Monday through Friday or 6:00 a.m. to 8:00 p.m. PDT, Saturday and Sunday

    Returning and Exchanging purchases made using PayPal®

    If you purchased your order online with PayPal® you cannot return in stores or place an exchange. For exchanges, please return your item and simply repurchase it. A credit for standard ground shipping can be provided upon shipment of your new order by calling Customer Assistance at 1-888-733-6410.

    If you purchase your order online with PayPal®, you will only be able to return your package by mail and not at our stores

    Sign up for PayPal® Now

  3. PayPal Credit FAQ
  4. When will my order ship and when will it be delivered?

    Once your order is verified and your credit is approved, orders placed with 7–10 Business Day shipping or 5–7 Business Day shipping will ship within 1–3 business days, and orders placed with an expedited shipping method will ship within 1 business day. Saturday, Sunday and holidays are not considered business days. Each address you instruct us to ship to, including gift-recipient addresses, is considered a separate order and is subject to applicable shipping charges.

    We ship via the United States Postal Service when you choose the 7–10 Business Day delivery option. The United States Postal Service delivers packages Monday through Saturday. We ship via FedEx Home Delivery when you choose the 5–7 Business Day delivery option. FedEx Home Delivery delivers packages to residential addresses Tuesday through Saturday from 9 a.m.-8 p.m. ET. Orders sent by 2 Business Day or Next Day shipping methods are delivered Monday through Friday from 8 a.m.-4:30 p.m. ET. We recommend choosing 2 Business Day or Next Day delivery if you are shipping your package to a business address.

    Orders placed with Saturday delivery will arrive Saturday if placed between 11:01 a.m. ET Thursday and 11:00 a.m. ET Friday. If an order is placed outside of these hours, it will be shipped via the Next Day delivery option. We do not recommend choosing Saturday delivery if you are placing your order outside of these hours.

    Shipments to Alaska, Hawaii, Puerto Rico, US Virgin Islands, Guam, Marshall Islands, Northern Mariana Islands, Samoa and any P.O. boxes are shipped via US Postal Service Priority Mail. Please allow 5–10 business days for delivery. 7–10 Business Day, 2 Business Day, Next Day and Saturday delivery options are not available. ClubMonaco.com is proud to offer shipping to APO addresses. The delivery time for APO shipping may vary.

    Each address you instruct us to ship to, including gift-recipient addresses, is considered a separate order and is subject to applicable shipping charges.

  5. How much does it cost to ship my order?

    Shipping rates are calculated according to the purchase value of your order.

    Purchase Value
    7–10 Business Days
    5–7 Business Days
    2 Business Days
    Overnight
    Saturday
    $0–$150
    $5
    $8
    $20
    $25
    $35
    $150.01+
    $5
    $0
    $20
    $25
    $35

    Sometimes we offer free shipping promotions whereby the shipping rates will change.

  6. Do you ship outside of the United States?

    Currently, we offer shipping only within the United States and to APO addresses. The delivery time to APO addresses may vary.

    While we do not ship outside of the United States, we do accept credit cards issued by banks located in these countries

    To ship to Canada, please click here to visit our Canadian site. To see a list of our store locations throughout the world, please use our Store Locator.

  7. Which carrier will ship my order?

    We ship via the United States Postal Service when you choose the 7–10 Business Day shipping option. The United States Postal Service delivers packages Monday through Saturday. We ship via FedEx Home Delivery if you chose the 5–7 Business Day shipping option.

    FedEx Home Delivery delivers packages to residential addresses Tuesday through Saturday from 9 a.m.-8 p.m. ET Orders sent by 2 Business Day and Next Day shipping methods are delivered Monday through Friday from 8 a.m.-4:30 p.m. ET We recommend choosing 2 Business Day or Next Day delivery if you are shipping your package to a business address.

    Orders placed with Saturday delivery will arrive Saturday if placed between 11:01 a.m. ET Thursday and 11:00 a.m. ET Friday. If an order is placed outside of these hours, it will be shipped via the Next Day delivery option. We do not recommend choosing Saturday delivery if you are placing your order outside of these hours.

  8. What if I change my mind and want a different size or color after my order is placed?

    Once you’ve placed an order at ClubMonaco.com, you will not be able to make any changes. You may, however, choose to cancel an order and start over. Please note that because we process your order as quickly as possible, there is a limited amount of time for you to cancel an order. If the cancel option is still available, you’ll find a button next to your order on the order tracking page at the following link: https://www.clubmonaco.com/checkout/index.jsp?process=orderTracking.

    If you have any questions or concerns at all, please call us at 1-888-733-6410 or email us at CustomerAssistanceUS@ClubMonaco.com.

  9. Can I ship to an address other than my own?

    We welcome you to ship to another address other than your own. When you register with ClubMonaco.com, you will have the option to create your own address list. This feature allows you to store the names and addresses of people to whom you frequently send gifts. It's easy to add, change or delete information from your address list at any time. (Please note: The information that you store in your address list is for your use only. We will not contact anyone listed unless we have a specific question about a delivery.)

  10. What if I've changed my mind about my order? Can I return it?

    We understand that sometimes your order won’t work out for you—and that’s not a problem. You can make a return or an exchange as long as you follow the guidelines in our Return Policy. To complete your return online, simply follow the directions in My Account. Unregistered users are also welcome to use this function, but registering an account at ClubMonaco.com [link to register] makes the process even easier.

    You can also complete the return/exchange form included in your shipment and send it back with the items you are returning (please use the original shipping box and packing materials).

    Dog ate your return label? It happens. You can get another label online in our Online Returns center or from one of our Customer Service Representatives, whom you can reach at 1-888-733-6410 or CustomerAssistanceUS@ClubMonaco.com. You may also return your order to any of our domestic US Club Monaco stores.

    Full-Price Merchandise:

    We understand that sometimes your order won’t work out for you—and that’s not a problem. You can return full-price merchandise and the original invoice within 60 days of the date on your invoice to receive the full amount back on your original tender. If you return your order and the original invoice after 60 days, you will be credited the current selling price. Return items must be in new condition, with original tags attached. Return items must not be washed, worn or altered.

    Unfortunately, we cannot accept merchandise after 90 days from the original ship date.

    Sale-Price Merchandise:

    We will credit the original tender for sale merchandise and the original invoice returned within 30 days of the date on your invoice. After 30 days, the sale product will not be eligible for return or credit. Return items must be in new condition, with original tags attached. Return items must not be washed, worn or altered.

    Final Sale

    Hosiery, bodysuits and vintage merchandise are considered final sale and cannot be returned.

    Price adjustments will be accepted within seven days from the date on your invoice. We can make price adjustments only on items that are purchased at the full retail price. Items purchased on sale or with a promotional discount are not eligible for further price adjustment.

    We’ll send you a postage-paid return label with your package just to make your returns process a little easier. Simply place the label to your package and leave it in a secure location where you normally place your outgoing mail or take it to your local post office. Your package will be returned to us via the United States Postal Service.

    We will deduct $5 from your order refund for return postage if you choose to use the postage-paid return label. By using our postage-paid return label, you can track the status of your return shipment at ClubMonaco.com through the Order Details page. Please allow up to three days after you mail your return for tracking to be available. We will send you an email notification when we have processed your return. Original shipping charges are not refundable.

    If you’d like to pay the return postage yourself, you will not be charged the $5 fee. We suggest insuring your package via US Mail or FedEx and purchasing tracking services for your protection, as well. It might also help you to save the shipping receipt for your records. Only merchandise received by our warehouse can be credited. Take the package to your postal carrier and mail it to the following address:

    CLUB MONACO / RETURNS DEPARTMENT
    201 NORTH PENDLETON STREET
    HIGH POINT, NC 27260

    Please use this address only when you are returning items purchased at ClubMonaco.com. If you would like to return items to a Club Monaco store instead, visit our Store Locator page or get in touch with one of our Customer Service Representatives at 1-888-733-6410 or CustomerAssistanceUS@ClubMonaco.com to find a store near you.

    We’ll credit your returns to the original form of payment unless you’ve noted otherwise on your return/exchange form. If you are receiving credit back onto your credit card, please note that you will be reimbursed after your returned item has been processed (your credit should appear on your next statement). Please allow 10–12 business days for us to receive and process your return or exchange.

    Returning to any of our domestic Club Monaco stores in the United States.

    Returns and exchanges must follow the guidelines in our Return Policy. Merchandise purchased on the US Club Monaco site can be returned only to US Club Monaco stores. Please bring your invoice with you, as we’ll need it to process your return and credit the original form of payment.

    You can use the store locator on our Website or contact one of our Customer Service Representatives at 1-888-733-6410 or CustomerAssistanceUS@ClubMonaco.com to find a store near you. Return items must be in new condition, with original tags attached. Return items must not be washed, worn or altered. Returns cannot be made at department and specialty store locations.

    If you purchased your order online with PayPal® or PayPal Credit, you cannot return in stores or place an exchange. For exchanges, please return your item and simply repurchase it. A credit for standard ground shipping can be provided upon shipment of your new order by calling Customer Assistance at 1-888-733-6410.

  11. Is there a fee to make a return?

    We will deduct $5 from your order refund for return postage if you choose to use the postage-paid return label. If you’d like to pay the return postage yourself, you will not be charged the $5 fee. The $5 fee does not apply to same-item exchanges.

  12. Can I return or exchange a gift?

    Our gift card program is coming soon. Until then, gift returns will be credited to the purchaser via the original method of payment. Currently, gift orders cannot be exchanged.

    If you have any questions or concerns at all, please call us at 1-888-733-6410 or email us at CustomerAssistanceUS@ClubMonaco.com.

  13. Will my order be taxed?

    We include applicable sales tax to all orders based on your shipping address. We will estimate the sales tax amount until your order has shipped and your shipping confirmation has been sent.

    State and local governments require that we charge tax for items shipped to any state where there is a Club Monaco store, warehouse or contact center.

  14. I live outside the United States. Can I order from ClubMonaco.com?

    You are currently shopping from the United States site, from which we currently only ship to United States postal addresses. If you'd like to ship to Canada, please visit ClubMonaco.ca. While we do not ship to any other countries from the United States site, we do have Club Monaco stores throughout world. Please use our Store Locator to find one near you.

    We are also pleased to accept credit cards issued by banks in these countries: these countries

  15. What do I do if my item arrives damaged?

    We’re here to help if your package arrives damaged. Please get in touch with our Customer Service Representatives at 1-888-733-6410 or CustomerAssistanceUS@ClubMonaco.com so we can replace your order.

  16. Can I see a record of my transactions with ClubMonaco.com?

    If you Create an Account, you can check your order status online through the Order History area of your User Profile. All of the details regarding past purchases will be conveniently stored for you. You can also check the status of an order placed with ClubMonaco.com by contacting our Customer Service Representatives at 1-888-733-6410.

  17. How long does it take to process my return?

    Please allow 10¬–12 business days for us to receive and process your return. Once your return is processed, we will send you an email notification and issue your credit

  18. How do I exchange my purchase for a similar item or a different size or color?

    There are two easy ways to make an exchange: You can either return your exchange by mail, or you can exchange your purchase at any of our domestic US Club Monaco stores.

    If you choose to make an exchange by mail, let us know the new color or size of the item you are exchanging on the return/exchange form and include the form in your return package. Then affix the pre-paid return label to your package and drop it in the mail, and we’ll send your new item, free of shipping charges.

    If you want to exchange an item in our stores, please bring your invoice with you so we can process your exchange. Click here to see a list of all domestic US Club Monaco stores or contact a Customer Service Representative at 1-888-733-6410 or CustomerAssistanceUS@ClubMonaco.com to find a store near you. You can exchange full-price and sale-price merchandise purchased online within 60 days of the date on your invoice.

    Hosiery, bodysuits, swimwear and vintage merchandise are considered final sale and cannot be returned.

  19. Do you sell your gift boxes?

    For a limited time, we will offer FREE gift packaging for most purchases at ClubMonaco.com. On the checkout page, just let us know that you'd like to make your purchase a gift. Each gift will arrive presented in our signature box. We will also include a personalized message and a gift receipt for easy exchange. We reserve the right to limit the number of gift box requests per order and per customer.

    >SEE OUR GIFT PACKAGING

  20. Can I have a package delivered on Saturday?

    Yep, we deliver on Saturday too. See all of our shipping options and rates here.

  21. How do I know which size to purchase?

    Some sizes may differ between brands. Online we carry US sizes and show how these compare to French sizes. Click on the links below to view our size charts:

    Men
    Women

  22. If something that I just purchased goes on sale, am I entitled to a credit on the price difference?

    If ClubMonaco.com makes a permanent price reduction on a product featured on our web store within seven days from the ship date, you can request reimbursement for the price difference. We can make price adjustments on products purchased at the full retail price only. Promotional sale prices are not permanent price changes and are excluded from this guarantee. Get in touch with one of our Customer Service Representatives at 1-888-733-6410 or CustomerAssistanceUS@ClubMonaco.com to request credit for a price difference.


Website

  1. Why should I register?

    Creating a ClubMonaco.com account isn’t required to explore the site, but it will allow you to better enjoy our site. Not only will shopping be easier, but also your entire experience with us will be customized. You’ll be able to shop faster, set up a Wish List and find out about special perks.

    You’ll also be able to store credit card information safely, maintain an address book, review your order history, check current orders and edit billing and shipping information.

    Once you’ve registered, you can access your account information by clicking on My Account anytime during your visit. ClubMonaco.com is a secure site that respects your privacy. Read more about Security and Privacy.

  2. Is there a risk to storing my information online with you?

    Your privacy is important to us. We do not sell or trade with third parties any personal information, such as email addresses, personal information collected as part of an online survey or other specific details about you, gathered online. We do not contribute to or participate in cooperative databases, which give other companies access to such personal information. For privacy purposes, we maintain appropriate safeguards to protect personal information relating to our customers. Our Online Privacy Notice describes the types of information we gather online and how we use it. Please read this information carefully.

  3. I forgot my password, what should I do?

    It happens all the time. If you have forgotten your password, use our Forgot Your Password? form or get in touch with a Customer Service Representative at 1-888-733-6410 or CustomerAssistanceUS@ClubMonaco.com.

  4. What browser settings do you recommend?

    Our site is optimized for use with Microsoft Internet Explorer 4+, Netscape Communicator (Navigator) 4+ and AOL 5+ browsers. If you have a previous version of one of these browsers, you can download a free copy of the latest version at Netscape’s or Microsoft’s Websites.

    If you’re running a browser of the 3.0 generation, you may experience difficulty entering some of the more secure parts of ClubMonaco.com. We recommend that you simply upgrade (free of charge) to the latest version of Netscape or Internet Explorer by visiting your browser's Website.

    Flash 4.0+ is necessary to view the site. You may visit flash.com to download this software free of charge.

    ClubMonaco.com was created with 800 x 600 monitor size standards to complement the majority of today’s Internet users.

    If the ClubMonaco.com Web pages are wider or longer than your computer screen, try changing the settings on your monitor so you can see the full width of the pages without having to scroll left to right or top to bottom. Try setting your monitor to a resolution of 800 x 600 or higher (832 x 624, 1024 x 768 etc.). To change your monitor settings:

    Windows users, go to Start menu: Settings: Control Panel: Display

    Mac users, go to Apple menu: Control Panels: Monitors & Sound

  5. Why do you recommend that I set my browser to enable cookies?

    ClubMonaco.com uses cookies to measure activity on our sites so we can determine which areas and features of our sites are most popular. We use this information to make improvements and updates to enhance your ClubMonaco.com experience.

    Most browsers are set to accept cookies. If yours is not, go to your browser’s user preferences to turn cookies on.

    Cookies contain no personally identifying information. See our Privacy Notice for more information.

    If you have additional questions about cookies and shopping on ClubMonaco.com, get in touch with our Customer Service Representatives at 1-888-733-6410, or e-mail us at CustomerAssistanceUS@ClubMonaco.com.


General

  1. Do you have a catalog?

    We do not currently have a catalog, but you can view our latest Lookbook here.

  2. can I find out about employment opportunities at Club Monaco?

    We offer tons of exciting career opportunities, and we’re always looking for talented people to join our team. You can visit our Career Website to view all of our current openings. If we’re interested in learning more about you, we’ll get in touch. Club Monaco is an equal opportunity employer.

  3. How do I find out about modeling opportunities?

    We are always searching for new talent. If you are interested in pursuing modeling work with Club Monaco, please send us the following: a resume with your contact information, email address, age and up-to-date measurements. Please include at least one full-face headshot and one full-length body shot. Please do not send nude photos.

    Club Monaco / Casting Department
    601 W. 26thSt., 8th floor
    New York, NY 10001

    Who are your models?

    Please contact our Customer Service Representatives at 1-888-733-6410 for information on the current Club Monaco models.

  4. Where can I buy the music you feature on your site or in your stores?

    Unfortunately, we are unable to share information on the music we feature in our stores, but to see some of the artists we love right now, visit our Culture Club Blog at http://cultureclub.clubmonaco.com/.

  5. Do you have a press kit or a packet of information on your company?

    For inquiries regarding press, media or marketing partnerships, please contact: Press@ClubMonaco.com

  6. How do I find about the history of Club Monaco?

    Visit About Us to read all about the history of the Club Monaco brand.

 
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