1. What payment methods are accepted? We accept a variety of payment methods to facilitate your purchase. You can complete your transaction using Visa, Mastercard, American Express, Apple Pay, Google Pay, and supported digital wallets. All transactions are processed using industry-standard encrypted payment protocols to protect your financial information.
2. What are the delivery times and which carriers do you use? Order processing requires 2 to 3 business days. Once dispatched, standard transit requires 7 to 12 business days. We partner with established logistics providers, including DHL, FedEx, and UPS Priority, to manage international deliveries to our European customers.
3. How will I be updated on the status of my delivery? We operate an automated tracking notification system. You will receive updates via your registered email address at key logistical stages, including order dispatch, arrival at carrier transit facilities, and handover for local delivery.
4. What happens if my delivery exceeds the standard transit time? Should your delivery extend beyond the standard 7 to 12 business day timeframe, please contact our customer support team. We will promptly initiate a formal investigation with the respective carrier. Based on the findings of this investigation, we will proceed with either a full refund or the dispatch of a replacement order, depending on the specific circumstances.
5. What is your return policy? In accordance with European consumer protection regulations, customers are entitled to a 14-day Right of Withdrawal. You may withdraw from your purchase contract and initiate a return within 14 days of receiving your goods, without providing a reason. Items must be in their original, unused condition. To exercise this right, please contact us at hat@monotonecap.com for return instructions.Please note that for returns made under the Right of Withdrawal (e.g., change of mind), the customer is responsible for the return shipping costs to our New Zealand facility.
6. How do you handle items that arrive with faults or damage? If an item arrives with a fault or incurs damage prior to receipt, you are not required to return the physical item. Please contact our support team at hat@monotonecap.com within the 14-day withdrawal period and provide clear photographic evidence of the issue. Upon verification of the provided photographs, we will process a full refund or arrange for a replacement item to be sent out immediately.
7. How can I contact the company for further inquiries? For any further questions regarding our products, your order, or our policies, please contact us using the details below. We aim to respond to all inquiries promptly during regular business hours.
8.Will I be charged customs duties and taxes? A: As our products are shipped directly from our New Zealand facility, orders delivered to Europe may be subject to import duties, taxes, and handling fees levied by your local customs authority. These additional charges are not included in the item price or shipping cost and are the sole responsibility of the customer. We recommend checking with your local customs office for specific rates before placing an order.
Company Information:
- Company Name: Hatworx Ltd
- Trading Name: monotonecap
- New Zealand Business Number: 9439041587277
- Registered Office & Warehouse: 80 Lansford Crescent, Avondale, Auckland 0600, New Zealand
- Email: hat@monotonecap.com
- Telephone: +64 98203174
- Website: www.monotonecap.com