FAQ
On this page, you can find answers to the most frequently asked questions regarding purchasing, payment, delivery, returns, exchanges and complaints on the web shop www.madam-monica.hr.
1. How can I order a product?
You can order a product through the web shop www.madam-monica.hr.
Select the desired product, add it to the cart, enter the delivery and payment details, and confirm your order. After successfully placing your order, you will receive an order confirmation at the e-mail address entered during the purchase.
2. Do I need to have a user account to make a purchase?
Purchasing is possible according to the options available on the web shop. If guest checkout is enabled, you can place an order as a guest.
If you create a user account, you may be able to track your orders more easily and enter your details faster for future purchases, if this option is available.
3. What payment methods do you accept?
On the web shop www.madam-monica.hr, payment is possible by:
bank transfer
cards via the CorvusPay system
Google Pay
Apple Pay
Card payments are processed through the secure CorvusPay system.
4. Which cards do you accept?
Cards supported through the CorvusPay system are accepted, including:
Mastercard®, Maestro®, Visa, Diners and Discover.
The available payment methods and supported cards are displayed on the payment page.
5. Is card payment secure?
Yes. Card payments are processed through the CorvusPay system for secure card acceptance over the internet.
Madam Monica d.o.o. does not store and does not have access to the full payment card details of customers. Payment details are entered into the secure CorvusPay form and processed through a protected system.
6. When is an order paid by bank transfer processed?
An order paid by bank transfer is processed after the payment has been recorded.
Payment details will be displayed during checkout or sent in the order confirmation by e-mail.
7. Which delivery service do you use?
Orders are delivered via the GLS delivery service.
8. What is the delivery time?
The delivery time is 3 to 7 business days, unless otherwise stated for a specific product or order.
The delivery time may depend on product availability, the delivery address, the day the order was received and circumstances related to the delivery service.
9. Do you deliver outside Croatia?
Delivery is carried out according to the options available on the web shop during checkout.
If delivery to a specific country is not offered in the cart or on the checkout page, please contact us at info@madam-monica.hr to check delivery availability.
10. How much does delivery cost?
The delivery cost is displayed in the cart or on the checkout page before completing the purchase.
If free delivery is available for certain orders, the terms for free delivery will be clearly stated on the web shop.
11. Can I change or cancel my order?
If you wish to change or cancel your order, please contact us as soon as possible at:
info@madam-monica.hr
If the order has not yet been processed or handed over to the delivery service, we will try to make the change or cancellation. If the order has already been shipped, the customer may proceed according to the return policy.
12. What if I entered the wrong delivery address?
If you entered the wrong address, please contact us as soon as possible at info@madam-monica.hr.
If the order has not yet been shipped, we will try to change the delivery details. If the order has already been handed over to the delivery service, the change may depend on the rules and possibilities of the delivery service.
13. Can I return a purchased product?
Yes. The customer has the right to return goods and unilaterally terminate the contract in accordance with the applicable regulations of the Republic of Croatia.
To initiate a return, a request must be sent to:
info@madam-monica.hr
In the request, please state the order number, full name, the product you wish to return and your contact details.
14. In what condition must the product be for return?
The product must be unused, undamaged, clean, in its original packaging and with all accompanying labels, declarations, documentation and accessories, if they were delivered with the product.
Returns are not possible for products that have been used, damaged, incomplete or are not suitable for return for hygiene reasons, unless it is a justified complaint due to a product defect.
15. Who bears the return shipping cost?
The cost of returning the product is borne by the customer, unless the return is the result of an error by the seller, an incorrectly delivered product, a damaged product or another justified reason for which the seller is responsible.
16. How is the refund made?
The refund is made after the returned product has been received and inspected.
If payment was made by card, the refund will be made through the card system when technically possible. If payment was made by bank transfer, the refund will be made to the bank account provided by the customer.
17. Can I exchange a product?
Yes, product exchange is possible if the requested replacement product is available and if the product being returned meets the exchange conditions.
To request an exchange, please send a request to:
info@madam-monica.hr
In the message, please state the order number, the product you wish to exchange and the product you would like to exchange it for.
18. What if I received a damaged or incorrect product?
If you received a damaged, incorrect or incomplete product, please contact us as soon as possible at:
info@madam-monica.hr
In the message, please state the order number, describe the issue and attach photos of the product, packaging and delivery label, if applicable.
After receiving the complaint, we will contact you with further instructions.
19. How can I submit a complaint?
You can submit a complaint by e-mail:
info@madam-monica.hr
In the complaint, please state:
full name,
order number,
order date,
description of the complaint,
photos of the product or damage, if applicable,
contact details.
20. When can I expect a response to a complaint or claim?
We respond to written complaints within the statutory period of 15 days from the date of receipt of the complaint.
For complaints and inquiries, we strive to respond as soon as possible.
21. Do you have a physical store?
No. Madam Monica d.o.o. operates exclusively as a web shop through the website:
Purchases are made online.
22. How can I contact you?
For all questions regarding products, orders, payment, delivery, returns, exchanges, complaints and claims, you can contact us by e-mail:
info@madam-monica.hr
The phone number will be published on the website at a later date.
23. Where can I find the General Terms and Conditions of Sale and the Privacy Policy?
The General Terms and Conditions of Sale, Data Protection and Privacy Policy, Return, Exchange and Complaint Policy, and information on complaint and dispute resolution are available on the web shop www.madam-monica.hr.
We recommend that you read them before making a purchase.
