FAQ’s

We accept credit card payments, including Visa, Mastercard & American Express. Payments are accepted through our Secure eWay portal.

We also accept PayPal. No need to create an account – just follow all of the prompts at the checkout. Please note if you pay via eCheque payment can take 3-5 business days before payment is received.

We also accept ZipPay payments.

Once you have placed your order you will receive an Order confirmation email with your order details listed. This is also a tax invoice. Please be sure to check your Junk and Spam mail folders for this.

Don’t worry we will not put any receipts or invoices with your order when despatched.

Incredibly safe. See that padlock icon that appears in the address bar at the top of your screen? That means you’ve entered a safe and secure zone. We use eWay payment portal, which comes with SSL encryption technology to protect your details at checkout.

After your payment’s been received, Orders will be despatched within 2 working days of payment being received.

Never worry about loosing your order as we give all customers free insurance with every parcel that is sent out. Just a something little extra from us for your piece of mind on delivery.

You will be emailed a tracking number to track your order on https://auspost.com.au/mypost/track/#/search

Please also be sure to check your Junk or Spam mail folders for your Shipping confirmation.

We ship all over Australia via Australia Post eParcel Standard & eParcel Express Post.

We also ship directly to New Zealand.

You can also Click and Collect from our store in Wetherill Park NSW.

Not at home to collect your items? We can’t tell the postman to leave it on your doorstep. If you’re out when they come, a calling card will be left for safe collection for you to pick up from your local post office.

The Monogram Shop is not held responsible for an item not received on expected time, due to freight carriers not being within our control.

All personalised towels are folded neatly and sent out in our frosted reusable gift bags, with the monogram showing for an elegant and practical look.

All personalised robes & PJ’s are folded neatly and despatched back in their original packaging with the personalisation showing.

Unfortunately, we do not gift wrap due to handling of postal services may wreck the wrapping.

Please Choose Carefully.

Any customised, printed or embroidered item is final and cannot be returned or exchanged.

We do not give refunds or exchange if you simply change your mind or make a wrong decision.

You must give us an opportunity to Repair or Replace the item before a refund can be processed.

You can choose between a refund, exchange or credit where goods are faulty, different from a sample shown to you or don’t do what they are supposed to, once the goods have been returned to us.

Retain your receipt for proof of purchase.

We will only give a refund or exchange for orders that have been delivered within 7 days. If your item is faulty you must give us the option to repair the fault before a refund can be given.

Please note that colours of products and personalisation may differ in colour due to imaging shown on your screen.

All robe embroidery has a stabilizer backing behind it, which is required to hold the embroidery in place on your robe. This is trimmed to the embroidery so there is no excess on the embroidered robe.