Our Policy & FAQ

ORDERS

1. WHAT CURRENCY ARE YOUR PRICES IN?
All prices displayed are in Ringgit (MYR).

2. WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER?
Once an order is placed, we’re unable to make any changes. If you do need us to cancel an order, please reach out to Customer Service right away and be sure to include your order number in your request. We process orders as quickly as possible, but we’ll do our best to catch it before it goes out! Once an order
has been dispatched, we are unable to cancel the order and it will need to be processed as a return.

3. WHAT’S THE STATUS OF MY ORDER?
Once you’ve received your shipping confirmation email you can click on "Track It" and see the status of your delivery. It may take 24 hours for tracking updates to appear. If you have any questions about the status of your order please reach out to Customer Service.

4. MY PACKAGE IS LOST!
Oh no! If your package has been lost in transit, please reach out to our Customer Service Team right away.
*After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

5. WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards

6. HOW CAN I EDIT MY SHIPPING ADDRESS?
If your order is shipping to an incorrect address, please contact Customer Service right away at Joanne@monaebeauty.com

7. WHAT IF SOMETHING I ORDERED ARRIVED DAMAGED?
Contact us right away.

8. WHAT DOES IT MEAN IF AN ITEM IS OUT OF STOCK?
If an item is out of stock it means that we will most likely be making more! Sign up with your email. We will email you to let you know if it becomes available.
If you have any additional questions about our products, please contact us at Joanne@monaebeauty.com

SHIPPING
1. HOW FAST IS YOUR SHIPPING?
Most of our orders are shipped within 2 business days of purchase from our warehouse, pending availability and credit verification. Once your order is shipped, we estimate you will receive your order within 3-5 business days of its ship date if you are located within the West Malaysia, 3-8 business days if
you are located in East Malaysia. If you need your item(s) sooner, please select an expedited shipping option. Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible. Any additional shipping costs are nonrefundable. We do not ship on the weekend or public holidays, and we do not offer Saturday delivery yet. If you have any additional questions about our products, please contact us at Joanne@monaebeauty.com

RETURNS
1. WHAT IS YOUR ONLINE RETURN POLICY?
For online orders, we accept products in the new, unused and unopened condition in original packaging for a full refund. There’s no restocking fee, however, you are responsible for return shipping fees. You have 30 days from the ship date to get your return back to us. Your refund will be credited to the
original form of payment used to make the purchase. Monae Beauty monitors returns to identify potential misuse or abuse of our return policies. We reserve
the right to refuse service to anyone. For mailing instructions, please email our Customer Service team.
*** At this time, all sale items are FINAL SALE and cannot be returned or exchanged.***

2. CAN I EXCHANGE MY PRODUCT?
If you would like to exchange something and you are within the 30-day period, please reach out to
Customer Services for next steps.

3. WHAT IF MY RETURN IS LATE?
Any returns received more than 30 days from the ship date are ineligible for return and will be
automatically reshipped to the customer upon receipt to the address on file.

4. WHEN WILL I GET MY REFUND?
Once we receive your return, please allow 3-4 business days for your return to be processed and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund
so you know it’s on the way. If you have any additional questions about our products, please contact us at Joanne@monaebeauty.com

PRODUCT
1. HOW CAN I LEARN MORE ABOUT A PRODUCT?
You can learn all about our products on their individual product pages.

2. WILL MY PRODUCT MELT/DRY/FREEZE/EXPIRE/ETC?
If your Monae product is subjected to excessive heat or cold for short periods of time, it will not impact the product’s efficacy, although it may result in a texture variance. Prolonged exposure may cause a product to spoil or be less effective.
We recommend using your ILIA products within 2 years of the manufacture date or 12 months after opening for best product quality.

3. WHAT SKIN TYPES ARE MONAE PRODUCTS SUITABLE FOR?
Our products are appropriate for all skin types: they’re phthalate, sulfate and paraben-free. Non-GMO, gluten-free and talc-free

4. DOES MONAE BEAUTY TEST ON ANIMALS?
We would never! None of our products is tested on our furry friends.

PRIVACY POLICY 
This Privacy Policy describes how Monae Beauty, a limited liability company, and our brands and subsidiaries (“Monae Beauty” or “us”) collect, use and share information about you. This policy applies to information we collect when you use our websites, shop in our online store or otherwise interact with us as described below. We may change this Privacy Policy from time to time. If we make changes, we will notify you by revising the date at the top of this policy, and in some cases, we may provide you with additional notice (such as adding a statement to the homepages of our websites or sending you an email
notification). We encourage you to review the Privacy Policy whenever you interact with us to stay informed about our information practices and the ways you can help protect your privacy. Capitalized terms not defined herein shall have the meanings ascribed thereto in our Terms of Use.

Acceptance Of These Terms
By using this Site, you signify your acceptance of this policy and any changes to this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Collection Of Information
Information You Provide to Us. We collect information you provide directly to us. For example, we collect information when you use our websites, shop in our online stores, call us on the phone, create an online account, sign up to receive our emails, request a catalog, participate in a sweepstakes, contest,
promotion or survey, communicate with us via third party social media sites, request customer support, apply for a job or otherwise communicate with us. The types of information we may collect include your name, email address, zip code, billing address, shipping address, phone number, payment card
information, product preferences, demographic information and any other information you choose to provide (“Personal Information”). In some cases, we may also collect information you provide about others, such as when you purchase a gift card for someone and request that we deliver it electronically,
create and share a “wish list” or decide to purchase and ship products to someone. We will use this information to fulfill your requests and may also use that information to send marketing communications to your contact, unless he or she has previously opted out of marketing communications from Monae
Beauty.Information We Collect Automatically. We automatically collect certain information about you when you access or use our websites or transact business with us, including: (i) information about your use of our
websites, such as the type of browser you use, access times, pages viewed, your IP address and the referring link through which you accessed our websites; (ii) information about the transaction, such as product details and the date and location of the purchase/return; and (iii) we may use cookies, web
beacons (also known as “tracking pixels”) and other tracking technologies to collect information about you when you interact with our websites or emails, including information about your browsing and purchasing behavior. We may combine this information with other information we collect about you and use it for various purposes, such as improving our websites and your online experience, understanding which areas and features of our sites are popular, counting visits, understanding campaign effectiveness, tailoring our communications with you, determining whether an email has been opened and links within the email have been clicked and for other internal business purposes. Information We Collect From Our Partners. We may also obtain information about you from other sources and combine that with the information we collect about you. For example, we may collect information from
the Malaysia. Postal Service’s national change of address database to verify and update mailing addresses. Retention and Transfer of Personal Information. We retain Personal Information that you provide us as long as we consider it potentially useful in contacting you about our products and services,
or as needed to comply with our legal obligations, resolve disputes and enforce our agreements. We will delete this information from the servers at an earlier date if you so request by unsubscribing, opting-out, or emailing us at Joanne@monaebeauty.com. Personal Information may be transferred and stored to secure servers in Malaysia.

Use Of Information
We may use information about you for various purposes, including to: (i) facilitate and improve your online shopping experience; (ii) provide the products and services you request, process transactions and send you related information, including confirmations and receipts; (iii) respond to your comments, questions and requests and provide customer service; (iv) communicate with you about products, services, offers, promotions, rewards and events and provide news and information we think will be of interest to you; (v)
manage your online account(s) and send you technical notices, updates, security alerts and support and administrative messages; (vi) personalize your online experience and provide advertisements, content or features that match your profile and interests; (vii) monitor and analyze trends, usage and activities; (viii) process and deliver contest, promotion and sweepstakes entries and rewards; (ix) link or combine with information we get from others to help understand your needs and provide you with better service; and (x)
carry out any other purpose for which the information was collected. We are based in Malaysia and the information we collect is governed by Malaysia law. By accessing or using our websites or otherwise providing information to us, you consent to the processing and transfer of information in and to Malaysia
and other countries.


Sharing of Information
We may share information about you as follows: (i) with vendors, consultants and other service providers who need access to such information to carry out work on our behalf; (ii) with our business partners and other third parties for purposes of sending their own direct mail; (iii) in response to a request for
information if we believe disclosure is in accordance with any applicable law, regulation or legal process or as otherwise required by any applicable law, rule or regulation; (iv) if we believe your actions are inconsistent with our user agreements or policies, or to protect the rights, property and safety of us or any
third party; (v) in connection with, or during negotiations of, any merger, sale of company assets, financing or transfer of all or a portion of our business to another company; or (vi) with your consent or at your direction. We may also share aggregated or de-identified information, which cannot reasonably be
used to identify you.

Advertising and Analytics
We engage third parties to serve advertisements on our behalf across the Internet and to provide analytics services. These entities may use cookies, web beacons and other technologies to collect information about your use of our websites, such as your IP address, web browser, pages viewed, time
spent on pages, links clicked and conversion information. This information may be used by us and others to, among other things, analyze and track data, determine the popularity of certain content, deliver advertising and content targeted to your interests on our websites and other websites and better
understand your online or offline activity. We may also work with third parties to serve ads to you as part of a customized campaign on other websites or platforms.