FAQS

  • Do I need to open an account to place an order?

You can place an order as a registered or non-registered customer. If you’re new and wish to register, click the Register button to enter your personal information.
Your address will automatically be filled in through the order form registration.

  1. Is my personal data kept private?
    Your personal information is private and confidential and will never be shared with third parties.
    For more details, refer to the Privacy Policy section.
  2. I forgot my password. What should I do?
    To reset your password, follow the instructions under «Forgot my password» in My Account.
  3. What payment methods does monasterycouture.com accept?
    We accept the following payment methods:
  • Credit card
  • Mercado Pago
  • Crypto
  1. How long does shipping take, and how much does it cost?
    Shipping usually takes up to 5 business days within Colombia and up to 10 for international destinations.
    Shipping costs vary depending on the country (check the dedicated shipping section).
  2. How much tax do I have to pay?
    Taxes are calculated based on the shipping destination.
    You’ll need to pay them in addition to the listed price, meaning you’ll receive a separate invoice for the taxes.
  3. Can I modify or cancel my order once it’s confirmed?
    We can cancel your order, change an item, size, or edit billing or shipping details before the items are prepared for shipping.
    Please note we cannot combine orders or add items to an existing order once confirmed.
    If you need to make changes, call our Customer Service at                            +57 3001953609
  4. How can I track my order? Once your order leaves our warehouse, you’ll receive an automated email with your DHL tracking number.
    If you’re a registered customer, you can track your package by logging into your account and accessing the My Orders section.
  5. How can I return or exchange an item?
    Returning or exchanging an item is easy. You have 7 days to decide if you’d like to return it.
    Simply request a Return Merchandise Authorization (RMA) number from your account by filling out the required information.

FAQS

  • Will I be refunded the full amount of my order?
    We will refund you according to the payment method used for the order. For cash-on-delivery orders, the amount will be refunded via bank transfer.
    Shipping fees are non-refundable unless the items are defective or incorrect.
    All sales taxes are included in the refund if your order was shipped within the EU.
    Outside the EU, customs duties and taxes are non-refundable. You may recover these costs by contacting your local customs office.
    For information on refund timelines, refer to the Refund Timeline section.
  • Can I get a voucher instead of a refund?
    For returns, you can choose between a refund, an exchange, or a voucher.
  • What does adding a product to the waiting list mean?
    Adding a product to the waiting list means you’ll be notified via email as soon as the product is back in stock.
  • What size should I choose?
    Each product page contains a link to a size conversion chart to help you convert international sizes.
    For further assistance, our Customer Service team can answer all your sizing questions. Email us at info@kuzumvo.com
    If the size you ordered isn’t correct, you can easily return the items within 14 days of receiving them.
  • Can I return a personalized item?
    Returns, cancellations, exchanges, or refunds for personalized items are not accepted.