Frequently Asked Questions

Orders

We find it very annoying if something goes wrong with your order. To help you in the best possible way, we ask you to contact us through the contact page.

After placing your order you will receive an order confirmation via email. In the attachment to this email you will find the invoice of your order. As soon as you log into your MonPhill’s account, you can also find the invoice there.

Pay your purchases easily with iDeal, Credit card (Mastercard, Visa or American Express) or with your PayPal account.

Do you prefer to pay afterwards? Then choose Klarna. Up to an amount of € 2.500,- it is possible to choose this payment option. Klarna executes the entire payment process for MonPhill’s. You will receive a digital invoice from Klarna to pay for the purchased product(s) within 30 days after purchase via the Klarna app.

We may provide your personal information in the form of contact and order details to Klarna during checkout, so that they can assess your eligibility and personalize their payment methods. Your transferred personal data will be processed in accordance with Klarna’s privacy policy.

Did you not succeed in completing your payment with Klarna? This may be for various (temporary) reasons. The quickest solution is to choose another payment method. Of course, you can also contact Klarna’s customer service. Call +31 (0) 20-8082852 or visit the Klarna customer service page. You can also ask your question via a chat message in the Klarna app.

Did you place an order on www.monphills.com? Then you will receive an order confirmation via e-mail within 24 hours after payment. Did you not receive this email after 24 hours? Please contact us through the contact page.

You start on the homepage. This is the first page you see when you come from a social media platform on our site, come from a search engine (Google, Bing etc.) on our website or enter ‘MonPhill’s’ in the search bar. From the homepage you can go to the product page. On this page the advantages are explained and you can see if the product suits you. If you are convinced, press the shop button and the product will be added to the shopping cart. Check your order in the shopping cart and complete it, with or without MonPhill’s Account. In the ordering process you fill in your details, where you want the package delivered and with which payment method you want to pay (iDeal, Credit Card, PayPal or Klarna). As soon as you have completed your order, you will receive a confirmation email from us. This will contain the products you ordered and your order number. Still having trouble? Please contact us through the contact page. We are always ready to help you.

Unfortunately it is not possible to change your shipping address. An alternative is to cancel the order and place a new order. Please note that your current order may not yet be in the shipping process. You can check this in the emails you receive stating that the package is ready for shipment. As a consumer you always have the right to return the product within 14 days without reason, if unused. See the return policy for more information.

In order to provide you with a better service, MonPhill’s will start processing your order immediately after it is submitted. It is best to contact us through the contact page and we will quickly get started to cancel the order.

We offer FREE delivery to the following European countries: Belgium, Denmark, Germany, France, Italy, Luxemburg, The Netherlands, Austria, Spain and Sweden.
For all countries within the EU a rate of: €3,- applies. For all countries outside the EU a rate of: €14,- applies.

Privacy and Security

You can unsubscribe on the website in your account and you will be notified in your mailbox. Click on “Delete account” under “Manage account”.

You can sign up by clicking on the icon (human silhouette) on the top right of MonPhill’s website. When you click on this icon, a menu will appear to create a new account. With a MonPhill’s account you will always be up to date with the latest news and you can enjoy super-fast support.

Product Information

New colour variations are expected to be available in September 2021.

It is expected that the mechanism can be ordered separately in March 2021.

It is expected that the brush heads can be ordered separately in March 2021.

The advice is to clean the brushes once a week.

We recommend cleaning the brushes with an unscented shampoo or a soft skin soap. Wet the brushes and put a small amount of this product in the palm of your hand. Gently rub the brush head through the cleaning product in the palm of your hand and then rinse it under the tap until the brush head no longer gives off any colour from the makeup. Shake the water off the hairs and let the brush heads dry on a towel.

If you handle the brushes carefully and clean them properly in time, they can last for a very long period of time. This is also because the hairs are antibacterial, which means that no bacteria can attach to them. How to clean the brushes can be found in the FAQ ‘What’s the best way to clean my brushes?

The bristles are synthetic and therefore 100% vegan.

All products purchased from MonPhill’s are covered by the legal warranty. This means that a product must do what the customer can reasonably expect from it.

We would like to draw your attention to the fact that strong detergents can seriously damage the brushes. Therefore, do not use dishwasher detergents, strong shampoos or the anything like that. Should it be concluded after inspection that the brushes have been cleaned incorrectly, the guarantee on the brush head(s) concerned will be voided. Please refer to FAQ “How can I best clean my brushes?” for more information.

In case of warranty, a clear distinction is made between user damage and manufacturing defect. In case of user damage, the James Retractable Brush is broken by its own fault. In this case the repair costs are for the customer. In case of a manufacturing defect, the costs will be paid by MonPhill’s. However, always keep the proof of purchase, the invoice and possibly the delivery note. In case something happens, you will have to provide these documents.

If there is something wrong with the product you bought at MonPhill’s, we will do our utmost to solve it as soon as possible. This means that MonPhill’s will arrange for the product to be repaired or replaced if there is a manufacturing defect. MonPhill’s will take care of the cost of the service, parts and labour and will make sure the product gets back to you. If the product cannot be repaired, we will do our best to offer you an alternative solution.

Shipping and Returns

Track your order via the link provided in your confirmation mail.

Yes, you can also pick up your package at the transport company pickup point. After entering your address during the ordering process, you will be given the option to choose a transport company pickup point, depending on which company you choose.

In the mail, after payment has been made, it will be further explained when your package will be available at the pick-up point in question. Bring proof of identity, so that someone else cannot collect your order. If you are not able to pick up your order yourself, you can arrange for someone else to pick it up. The person who picks up your parcel needs to identify themself, but also needs to show a copy of your identification. He/she will also be asked for your address details.

Your order will be ready until 7 days after the indicated pickup date. Uncollected parcels will be returned to MonPhill’s after those 7 days and processed as a return.

We understand that you may receive damaged items as a result of transportation. If a product is defective or damaged, you must report this within 7 days of delivery. If the product is considered defective, MonPhill’s will replace the product at no additional cost for the customer. Please contact [email protected] or call +31 (0) 416-537305.

For the countries The Netherlands and Belgium: ordered today, delivered the next working day. For the other countries within the EU: 3 to 9 working days. For countries outside the EU: 7 to 15 working days. We do our best to deliver the packages as soon as possible at the shipping company. When the order is shipped, you will receive an email with a tracking link (it can take up to 24-48 hours to update).