FAQ

SHIPPING

In-Stock Items: Dispatched within 2-3 business days.

Handmade Items: Our talented knitting team creates these items to order. Depending on the volume of existing orders, especially during the busy autumn-winter season, creation time ranges from 3-15 business days.

We will notify you as soon as your order is picked up by the courier. All packages come with a tracking number for your convenience and peace of mind.

Standard Shipping: Free on all orders, ensuring you receive your items at no extra cost.

Express Shipping: Available for a flat rate of 20€, providing delivery within 2-3 days for urgent orders. Enjoy free express shipping on orders over 300€.

Within the EU: Typically takes 5-10 business days.

Outside the EU: Can take 10-30 business days, depending on location and customs processing times.

EXCHANGES AND RETURNS

We want you to absolutely love our pieces! If you need a different size, color, or style, exchanges are effortless and free. Simply reach out to us, and we’ll handle everything for you.

To ensure a smooth return process, please keep the following in mind:

Returns and exchanges must be shipped within 14 days of receiving your order.

Items must be unworn, unwashed, and in their original condition.

Send us an email at info@monalashop.com with your order number and the reason for your return or exchange.

We gladly accept unworn, unwashed, and unaltered merchandise with the original tags attached for a full refund or exchange.

SIZES

Ensuring the perfect fit for your merino wool knitwear is essential to fully enjoy its unparalleled comfort, outstanding quality, and remarkable practicality. Merino wool is celebrated for its softness, elasticity, and breathability, making it a versatile choice that adapts to various climates. Its natural durability ensures your knitwear will maintain its shape and look beautiful for years to come.

Follow these easy steps to discover your ideal size:

Body Length: Measure from the point of the vertebra prominens (the bone that sticks out at the base of your neck) down to your desired length.

Bust/Chest: Wrap the tape measure around the fullest part of your bust/chest, ensuring it’s horizontal.

Waist: Measure around the narrowest part of your waist, typically just above your belly button.

Hips: Measure around the fullest part of your hips, keeping the tape measure horizontal.

Sleeve Length: Measure from the tip of your shoulder down to your wrist.

Slim Fit: For a tailored look, choose your exact size.

Regular Fit: For a classic fit with a bit of room, choose your usual size.

Relaxed Fit: For a looser, more comfortable fit, consider sizing up.

We offer our knitwear in both in-between sizes and single sizes to accommodate different body types:

  • In-Between Sizes: XS/S, S/M, M/L, L/XL
  • Single Sizes: XS, S, M, L, XL

Please note that these are European sizes, which are presented in both centimeters and inches for your convenience.

We strive for precise measurements for our knitwear, but please note a slight variation of 1-2 cm may occur due to the fabric and knitting process.

Layering: If you plan to wear layers underneath, consider sizing up for extra comfort.

Caring for Your Knitwear: With proper care, your merino wool knitwear will keep its shape, and not stretch or shrink. We recommend reading our maintenance guide for detailed instructions.

If you have any questions or need further assistance, please feel free to reach out at info@monalashop.com.

CARE

Softness: Merino wool fibers are finer and softer than traditional wool, providing a comfortable feel against the skin.

Temperature Regulation: It naturally regulates body temperature, keeping you warm in cold weather and cool in warm conditions.

Moisture-Wicking: Merino wool can absorb moisture and release it into the air, keeping you dry.

Odor Resistance: It has natural antimicrobial properties that reduce odor.

Wash your merino wool knitwear only when needed, like once a year or when it looks dirty. Merino wool naturally resists odors, so you can keep it fresh by just airing it out between wears.

Opt for a wool-specific or mild detergent to avoid damaging the fibers.

Fill a Clean Sink or Basin: Use lukewarm water (30ºC) and add a small amount of mild wool detergent. Mix gently.

Wash Gently: Turn the garment inside out. Submerge it in the soapy water and gently swish around for a few minutes. Avoid scrubbing, wringing, or stretching.

Rinse Thoroughly: Drain the soapy water. Refill the basin with clean lukewarm water and gently swish the garment to rinse. Repeat until the water runs clear.

Remove Excess Water: Lay the garment flat on a clean, dry towel. Roll the towel and garment together, pressing gently to absorb more water.

Dry Flat: Reshape the garment to its original shape and lay it flat on a dry towel or a drying rack. Avoid hanging, as this can stretch and distort the fabric.

Keep Away from Heat: Do not place merino wool near direct heat sources like radiators or direct sunlight. Allow it to air dry naturally in a well-ventilated area.

Yes, merino wool knitwear can be dry cleaned. This method is effective in maintaining the garment’s shape and softness while avoiding the potential issues associated with washing at home. Always inform the dry cleaner that your garment is made of merino wool to ensure they use the appropriate techniques.

To store merino wool knitwear:

Regularly air out and inspect the knitwear to maintain its quality.

Ensure the garments are clean and completely dry.

Fold them carefully, avoiding creases, and place them in breathable containers such as fabric bags or boxes.

Store in a cool, dry place away from direct sunlight.

Use natural moth repellents like cedar balls or lavender sachets to protect against pests.

Proper care of your merino wool knitwear ensures that these beautiful, high-quality garments remain a staple in your wardrobe for years to come. By following these simple care instructions, you can maintain the softness, shape, and appearance of your merino wool pieces, allowing you to enjoy their comfort and style through many seasons.

ORDER MANAGEMENT

If you need to cancel your order, please contact our customer care team as soon as possible at info@monalashop.com. We will do our best to process your cancellation request before the order is shipped.

Yes, if your order hasn’t yet been shipped, you can easily change it by contacting us at info@monalashop.com. Please provide your order number and the details of the changes you wish to make.

If you’ve entered the wrong shipping or billing address, be sure to contact our customer care representative at info@monalashop.com as soon as possible. We’ll assist you in updating the correct information to ensure your order is delivered accurately.

PAYMENTS

We accept major credit cards (Visa, MasterCard, American Express) and PayPal for secure and convenient transactions.

Your credit card or PayPal account will be charged at the time of purchase.

No, we currently accept only one form of payment per order.

If your payment is declined, please check that your billing information matches your credit card details, and ensure you have sufficient funds. If issues persist, contact your bank or email us at info@monalashop.com.

Yes, we use industry-standard encryption to protect your payment information during the transaction process.

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