FAQ's
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ORDER
You can check your order status from your MUNGRA account. If you don’t have an account yet, you can create one here or click the login button at the top of the page and then choose to sign up.
Do I need to create an account before placing an order?
No, you don’t have to create a account, but having an account has many advantages.
When you create an account, you can:
- Review past purchases.
- Request a return or exchange directly from your account.
- Save your personal details and payment details for the smoothest checkout experience.
- Manage your personal details and delivery address, order status, order history and email preferences
Some of our items get restocked, but not all of them are. If you want to receive updates about restocks in general, sign up for the newsletter (see bottom of page) and follow our Facebook and Instagram to make sure you don’t miss out.
All items are in stock unless a “Sold Out” message is displayed. This message is shown after you’ve selected your size (if the item has size options).
Please be aware that even if an item is in your shopping cart, it is not reserved until you have completed your order.
It is not possible to add items to an existing order that you have already placed. After you placed your order, the order will be processed in our warehouse almost immediately. Once you’ve received your order, you can return the entire order or products you do not want to keep within 14 days
You can enter your discount code during Step 1 of placing an order, when reviewing your shopping cart. Enter the code in the field “COUPON” and press “APPLY COUPON” button. Your discount will automatically be deducted from the total payment.
After finalizing your payment, you will receive a confirmation e-mail stating your order number and a summary of your order details. In case you didn’t receive this e-mail within 2 hours, please contact us to ensure order validity.
DELIVERY
MUNGRA ships from the Netherlands. Duties and taxes may apply if you place an order from outside the EU. For countries within the EU, there are no custom charges.
MUNGRA shall not be liable for duties or taxes. Please be well informed before you place an order. Once your order has been shipped, it can no longer be cancelled. Only after you’ve received your order, you are able to return the item(s).
Yes, all our shipments are insured until the moment you received the package.
RETURNS
If the size of any product you have purchased from us is incorrect you may return it to us within 14 days of receipt. The shipping cost will be for your own charge. We will be happy to offer you a refund or exchange provided that the product is returned complete, in perfect condition, unused, unwashed and with the original packaging.
We require you provide proof of purchase and a returnform when returning a product.
While requesting your return, you can select to receive a different size of the same product. If you would like to receive a different product, choose for a refund and simply place a new order via our website.
Refund
Your refund will either be issued to the original payment method used when placing the order. Please note that it can take up to 10 business days for the refund money to enter your bank account.
You can return your order. You will receive a coupon code of the order amount placed for your next order. Please note: all items are returned in the same condition they were in upon your receipt. Please check our Terms & Conditions.
No, orders placed online can not be returned in-store.
If you’ve placed an order over €100 from the Netherlands or over €200 from a country in Europe, shipping is free. If you return one or more items from your order and the total order amount falls below the minimum amount, we will charge you the shipping costs. For example: you order two products each €75, to The Netherlands with a total of €150. You return one product. We will refund the €75 minus the shipping costs to your country.
MUNGRA has several kinds of special offers. Every offer has his own return policy next to the standard 14 days return period.
Refunds on special offers
Discounts will be recalculated before we process your refund.
Free goods
If you return an order that includes a free gift, this gift has to be returned. Refunds cannot be processed without the free products. If you return part of your order and the total amount falls below the stated limit for the free gift, the value of the free gift will be deducted from the refunded amount.
Gift vouchers
Gift vouchers can be used in more than one order. In case the order total is lower than the value of the gift voucher, the Gift Card with the remaining value will still be redeemable.
Once your return has been processed, we will let you know via email. If you’ve tracked your return as reaching our warehouse but haven’t yet received an email, don’t be alarmed. Depending on the volume of returns we’re experiencing, it can take a few days to be processed on to our system.
Once you’ve received your email notification that we’ve received your return, refunds and exchanges can take a further 10 working days to be processed.
If you do have any concerns, click here and get in touch with our customer care team, they’ll no doubt be able to answer any queries you may have!
PAYMENT
You can pay using iDeal, Visa, MasterCard, SofortBanking, Bancontact, KBC, Maestrio, Giropay and ING Homepay. The payment options can vary from country to country.
After selecting your preferred payment method, you will be redirected to the chosen payment gateway. Once your payment has been completed, you will return to the Joyagear website and you will receive your payment confirmation by e-mail. In case the payment is cancelled or fails, you will be returned to Joyagear website and you will see a notification containing the error. From that page you can choose a different payment method.
