Customer Care

We’re here to help: if you have a problem or question about Monobi or our products, tell us and we’ll make it right. First, we suggest you view our extensive list of Support FAQs at the links below.  Didn’t find an answer to your question? Contact us!

FAQ

  • How to order products from the website

    To order and buy one or more products you have to fill the order page of the website, filling all the spaces required (number of items, size, colour etc…..). The page will automatically calculate the estimate for the required products. At this stage, if you’re not already registered on the website, you will need to enter all the information necessary for the purchase of products. Finally, to submit your order you will need to select the virtual button “Order”. Afterwards, you will receive an e-mail of acceptance of the order that will contain a summary of the general and special conditions applicable to the contract and order information.

  • Delivery method and time

    Delivery is made by courier to the address you provided during registration on the website or the order of the products. Shipments are made promptly and the delivery takes place across continental Europe within 7 working days from the order. Keep in mind that delivery times, which are approximate, may not be met for reasons independent of Beste s.p.a.

  • Prices and payment methods

    The product prices are in Euros and include VAT. This does not include shipping costs unless otherwise provided. The payment methods are generally the most common credit cards or through the Paypal system.

  • How to order products from the website

    To order and buy one or more products you have to fill the order page of the website, filling all the spaces required (number of items, size, colour etc…..). The page will automatically calculate the estimate for the required products. At this stage, if you’re not already registered on the website, you will need to enter all the information necessary for the purchase of products. Finally, to submit your order you will need to select the virtual button “Order”. Afterwards, you will receive an e-mail of acceptance of the order that will contain a summary of the general and special conditions applicable to the contract and order information.

  • Guarantee of conformity

    If the products ordered are received at their destination damaged, flawed, defective or not in conformity with what was ordered, you will have to contact customer service promptly a mail from the “contact us” form and selecting “claims” ion the subject within 14 (fourteen) days after delivery of the goods. After
 the necessary tests for the detection of defects, you can send back the material, using the original packaging and pre-printed label, to BESTE s.p.a., which will replace the product or refund the amount paid, exempting you of any further expenses.

  • Right to withdraw

    You have the right to withdraw and return the goods received within 14 (fourteen) days from the date of delivery, provided that they are intact and in perfect condition. You will need to communicate the intention to use the withdrawal right to customer service filling in the form at the “Returns” page. To return the products, you will have to reuse the original packaging of the products and the pre-printed label already included in the package. You will need to ship the goods received within 14 (fourteen) days from the date you have notified the intention to withdraw. The refund will be made within 14 (fourteen) days from the date in which BESTE s.p.a. has received the goods.

  • Product Replacement

    In case you are not satisfied with the goods purchased or want to change the items, you can use the same procedure as for the withdrawal, with the same limits of time (within 14 days from the date of delivery). Once the goods are returned and the amount paid is credited back, you can proceed with a new purchase. BESTE s.p.a. does not guarantee the replacement of the goods with other similar products or of different size or color.

  • Information

    For any information on the commercial offer, products and relationships with the customers you can contact customer service at the e-mail address mail@monobi.it.

Note: These guidelines do not replace the General Terms of Use and Sale, which the customer will already have read and agreed to at the time of placing orders on the website and which regulate the relationships between Beste s.p.a. and its customers.

Free Returns

Dear customer, if you would like to return something please fill in carefully the Return  form. You can find your return form directly in your account page.
We can’t offer an exchange on returned items but you can send something back for a full refund and then place a new order for the size, colour or item you’d prefer. You can return any item to us within 14 days of receiving your original order, including sale items.

Once you have received the return confirmation by mail, close firmly the item box- you have to use the same that we gave you – and apply the label on the box, the one that you find inside the original package.

Now is possible to call the DHL toll-free (check the one for your country) and organize the returns directly with the courier at the time you prefer. Communicate to the operator the AWB number written on the printed label. 

We’ll send you an email as soon as we’ve received your return in its original condition (we will make an inspection) and apply your refund to your original payment type. Beste Spa will refund total amount of the product less shipping costs and
any duties within 14 working days.

Always keep a proof of the shipment till the communication of the successful refund.

Please note: The address where the courier will come to take the returned item will be automatically print on the label and will be the same of the item delivery.

Shipping info

All our products are shipped by DHL courier. As soon as we ship your product we will send you an AWB number that you can use for tracing the package on DHL website (http://www.dhl.com/en/express/tracking.html ).

We ship in selected countries in the world, anyway as soon your purchase exceed €500, the shipment will be free, but not the duties.
Regarding returns, once approved the return, you will receive a recognition code. You will then need to contact DHL and request the collection of the goods using the reference number . Below is the list of DHL toll numbers for the countries where we ship our products:

COUNTRIES DHL PHONE DHL LINK
Belgium +32 2 715 50 50 http://www.dhl.be/content/be/en/contact_center/contact_express.html.html
France 0825 10 00 80 http://www.dhl.fr/en/contact_center/contact_express.html
Germany 0180 6 345 300 3 http://www.dhl.de/en/express.html
Italy 199.199.345 http://www.dhl.it/it/contact_center/contatti_express.html
Luxembourg +32 2 715 50 50 http://www.dhl.be/content/be/en/contact_center/contact_express.html.html
The Netherlands 0800 – 0552 http://www.dhl.nl/en/contact_center/contact_express.html#local_contact
Denmark 70 345 345 http://www.dhl.dk/en/contact_center/contact_express.html
Ireland 1890 725 725 http://www.dhl.ie/en/contact_center/contact_express.html
United Kingdom +44 (0) 844 248 0844 http://www.dhl.co.uk/en/contact_centre/contact_express.html
Greece +30 210 9890000 http://www.dhl.gr/en/contact_center/contact_express.html
Portugal 707 505 606 http://www.dhl.pt/en/contact_center/contact_express.html
Spain +34 902 12 24 24 http://www.dhl.es/en/contact_center/contact_express.html#contact_us
Austria 0820 55 05 05 http://www.dhl.at/en/contact_center/contact_express.html
Finland 030 45 345 http://www.dhl.fi/en/contact_center/contact_express.html#local_contact
Sweden +46 771 345 345 http://www.dhl.se/en/contact_center/contact_express.html
Cyprus 77777 345 http://www.dhl.com.cy/en/contact_center/contact_express.html
Estonia 6 808 555 http://www.dhl.ee/en/contact_center/contact_express.html
Latvia +371 660 10 000 http://www.dhl.lv/en/contact_center/contact_express.html
Lithuania +370 5 2360700 http://www.dhl.lt/en/contact_center/contact_express.html
Malta +356 21800148 http://www.dhl.com.mt/en/contact_center/contact_express.html
Poland 42 6 345 100 http://www.dhl.com.pl/en/contact_center/contact_express.html#local_contact
Czech Republic 840 103 000 http://www.dhl.cz/en/contact_center/contact_express.html#contact_us
Slovakia 18 811 http://www.dhl.sk/en/contact_center/contact_express.html#local_contact
Slovenia +386 1 588 78 00 http://www.dhl.si/en/contact_center/contact_express.html
Hungary 06 40 45 45 45 http://www.dhl.hu/en/contact_center/contact_express.html#contact_us
Bulgaria 0700 17 700 http://www.dhl.bg/en/contact_center/contact_express.html
Romania 021 222 1 777 http://www.dhl.ro/en/contact_center/contact_express.html
Croatia +385 1 6651 111 http://www.dhl.hr/en/contact_center/contact_express.html
United States of America 1-800-CALL DHL (1-800-225-5345) http://www.dhl-usa.com/en/contact_center/contact_express.html#call_us
Canada 1-855-345-7447 http://international.dhl.ca/en/contact_center/contact_express.html
Japan 0120-39-2580 http://www.dhl.co.jp/en/contact_center/contact_express.html
China Customer Service:
800-810-8000
Mobile Phone:
400-810-8000
http://www.cn.dhl.com/en/contact_center/contact_express.html#local_contact
Singapore 1800 285 8888 http://www.dhl.com.sg/en/contact_center/contact_express.html
Republic of Korea 1588-0001 http://www.dhl.co.kr/en/contact_center/contact_express.html
Switzerland 0848 711 711 http://www.dhl.ch/en/contact_center/contact_express.html
Andorra 902 12 24 24 http://www.dhl.com/en/ad/country_profile.html
Iceland 535 1122 http://www.dhl.is/en/contact_center/contact_express.html
Liechtenstein 0848 711 711 http://www.dhl.com/en/li/country_profile.html
Monaco 0-800-202525 http://www.dhl.com/en/mc/country_profile.html
Norway 81001345 http://www.dhl.no/en/contact_center/contact_express.html