FAQs

About It’s Monna

What does it mean “It’s Monna”?

The story behind our company name embodies the essence of our brand and the experience we want to provide to each and every one of our customers. It is rooted in the Spanish language because the word “Mona” translates to “cute”, “nice”, or “pretty” - a term that carries a positive and uplifting connotation. We wanted our name to reflect the essence of our products, which are carefully crafted with love and dedication.

Our vision is to establish the company name as an adjective - a symbol of quality and an embodiment of an extraordinary experience. With every purchase from It’s Monna, we want our customers to feel a sense of joy, satisfaction and connection to something truly special and unique.

How does it work?

It’s Monna is an e-commerce platform that seeks to bridge the gap between Latin American talent and the global market. Our core belief is that quality and experience in fashion should not come with hefty price tags, and we are dedicated to promoting conscious fashion consumption and raising awareness about the impact of our choices when shopping.

To fulfill this, we have curated a thoughtful selection of Latin American brands offering clothing, accessories, and home goods. Each brand is carefully chosen to deliver exceptional quality while also being committed to social causes. Our purpose is to bring you products that embody the essence of Latin American creativity, craftsmanship, and vibrant culture, all while minimizing environmental impacts and maximizing positive contributions to the communities involved in the supply chain. We want all of our customers to start being part of a more conscious fashion industry.

As advocates of slow fashion, we prioritize quality over quantity and avoid handling high-volume inventories. Once you place your order, rest assured that your products will be crafted with care and attention to detail. Throughout the production process, we will keep you informed, providing updates on how your pieces are being made. Once your order is ready, you will receive a notification with the tracking number for your shipment. On average, you can expect your package to arrive within four (4) weeks from the time you place your order, though delivery times may vary based on the specific items included in your purchase.

How can I contact “It’s Monna”?

If you’re looking for assistance, get in touch with our Customer Service team.

Call: +1 (469)-988-1760 Monday to Friday 8AM to 6 PM EST Live Chat: Just a click away. We are available to chat during our hours of operation. Email: hello@itsmonna.com

We value your feedback and can’t wait to hear from you if you’d like to give yours.

Sizing Guide

What’s my size?

You can find the size chart for each product in inches or centimeters below the product’s available sizes. We highly recommend measuring yourself before placing your order and ensuring that you’re looking at the correct unit of measure.

Sizes may vary depending on the product and may have different fits, ranging from some being more tight to others being more oversized. The numbers displayed on the size charts indicate the maximum measurements that fits each size.

Please refer to the size chart for each product to find the perfect fit for you. If you have any questions or need further assistance, feel free to reach out to our Customer Service team. We are here to help.

How to find the right top?

If you’re trying to find the right top for you, you should take into consideration the measurements below.

Bust Circumference: With your arms relaxed, take the measuring tape and wrap it around the fullest part of your bust just below the armpits.

Waist Circumference: Locate the narrowest part of your waist, usually above the belly button. For the best fit, avoid sucking in your stomach while measuring.

Please refer to the size chart for each product to find the perfect fit for you. If you have any questions or need further assistance, feel free to reach out to our Customer Service team. We are here to help.

How to find the right bottom?

If you’re trying to find the right bottom for you, you should take into consideration the measurements below.

Waist Circumference: Locate the narrowest part of your waist, usually above the belly button. For the best fit, avoid sucking in your stomach while measuring.

Length: Measure from your waist down to the hem.

Knee Opening: Measurement of the circumference around the knee.

Leg Opening: Measurement of the circumference of the bottom of the hem.

Please refer to the size chart for each product to find the perfect fit for you. If you have any questions or need further assistance, feel free to reach out to our Customer Service team. We are here to help.

Shipping & Returns

How soon will I get my order?

We want to be transparent about our shipping times. On average, you can expect your purchase to arrive within four (4) weeks from the moment you place your order.

At It's Monna, we are strong advocates of slow fashion and firmly believe in conscious fashion and sustainable practices. Each of our products is crafted with the utmost love and attention to detail, making it truly unique. As we prioritize quality over quantity, we don't maintain a high volume of ready-to-deliver items. We understand that this approach might not suit everyone, especially if you need your products immediately. However, we assure you that the wait will be well worth it.

Do you ship internationally?

No, we don’t. As much as we would like to ship internationally, we haven’t expanded our operations yet.

How much does shipping cost?

Shipping is free on orders above $50 within the US for delivery, returns, and exchanges. For orders below $50 within the US for delivery, the shipping cost depends on the size and weight of your purchase.

Can I return or exchange an item?

Yes, if you’re not satisfied with your purchase, you can send it back within 10-days from the delivery date as shown on your tracking information. To qualify for a return, please include the receipt or proof of purchase and ensure that the item is in its original condition, unused, with tags, and in the original packaging. This policy doesn’t apply to worn items or items that are not in perfect resell conditions.

What is the return or exchange process?

To initiate a return or exchange, simply reach out to our Customer Service team with your order number and specify if you want a refund or exchange. They will guide you through the process and provide you with the necessary instructions.

Our quality control department will check the item to confirm it is unworn and in perfect condition. Then we will send the new product to you or process a refund, whatever you’ve decided.

How long does it take to process an exchange?

An exchange will most likely take the same time to process as the initial purchase. It will depend on whether we have a small reserve of the item you want that is ready for immediate delivery or not. Please keep in mind that since our products are handmade and involve artisan processes, it may still take up to four (4) weeks for you to receive your new item(s).

How long does it take to process a refund?

The refund will be issued one (1) business day after we confirm the product qualifies for return. Keep in mind that every credit card company takes different times to process refunds. In general, you can expect the refund to appear in your account from four (4) to seven (7) business days after we issue it to the credit card. Refunds made to PayPal appear immediately.

If you don’t see the refund within this time period something may have happened during the process. Please contact our Customer Service team and we will investigate the issue for you. .

How can I track my order?

Once your order is ready to ship, you will receive an email from us with the tracking number and the shipping carrier information. Please use the tracking number to determine the estimated arrival date of your package.

How do I know the status of my order?

Once you place your order, rest assured that your products will be crafted with care and attention to detail. Throughout the production process, we will keep you informed, providing updates on how your pieces are being made. Once your order is ready, you will receive a notification with the tracking number for your shipment. On average, you can expect your package to arrive within four (4) weeks from the time you place your order, though delivery times may vary based on the specific items included in your purchase.

Can I cancel my order?

We hope you won't need to cancel your order, but if you do, you can cancel it at any time, even if your items are being crafted. Please contact our Customer Service team with your order number, and we will take care of the cancellation process for you.

Can I expedite my order?

As much as we’d love to, we aren't able to expedite any order because of our limited ready to deliver items and our manual processes. As we’ve mentioned we don’t keep inventory since that adds costs which would be passed on to our customers.

Can I change my shipping address?

We hope you won’t need to change your shipping address, but if you do, you can do it through our Customer Service team with your order number. Please contact us and we will be happy to help.

What if my order is lost or stolen?

If your package is missing after the tracking number shows that it has been delivered, we will need to file a claim. An investigation will be initiated to locate the package, if possible.

To initiate the process, please get in touch with our Customer Service team and provide them with your order number. We will proceed to file the claim and keep you informed after the carrier provides us with the results of the investigation. The investigation may take up to 10 business days to be resolved.