Assistance > Frequently asked questions
We want to make it easy for you. Here you find the most frequently asked questions about orders, how to pay, deliveries, returns and products.
If you do not find the answer to your question, please contact our customer care team. Our customer care team is available Monday to Friday.
Orders
- When you have placed an order, we will send a confirmation email with details of your order and the estimated delivery date to you. You can also check the current delivery time to see if there have been any delays.
- We ship all our packages from our warehouse in Sweden. Once your order has been shipped, you will also receive the tracking information in an email.
- It can take up to 36-48 hours before you can track the package. Tracking cannot begin until the package has arrived at the sorting facility. If you can't track your package, it probably hasn't left our warehouse yet.
- To make order processing faster, all orders are sent to our warehouse for packaging and delivery as soon as possible. When your order is complete and has gone through the checkout, you can no longer make any changes.
- If you have ordered an item that you do not want to keep, you can return it easily by following our return steps which you will find here.
- If your package cannot be delivered because incomplete or incorrect address, the package will be returned to us. As soon as we receive your package, you will receive a confirmation via email and we will refund you.
- Unfortunately, we cannot cancel your order because it is sent from the online store to our inventory system as quickly as possible. After that, we no longer have the option to cancel your order.
- Of course you are welcome to return your order to get a refund.
- Once we have received your return, you will receive a confirmation via email and the full amount will be refunded.
You can order without thinking if you have reached a certain minimum amount in order to complete the order.
- From order placed it can take up to two hours before you will receive an email confirmation.
- If you still have not received confirmation after two hours, you should contact our customer care team.
Yes. For security reasons, you can only order online, not by phone or email.
- If a product is missing despite being included on the delivery note, we ask you to contact our customer care team.
- You need to enter your order number and the missing item's item number or product name. You will recieve a refund if you have already paid for the item(s).
Payment
We offer several payment options:
Debit and credit card
You can pay with the following debit and credit cards:
- Visa
- Visa Electron
- Mastercard
- Diners
- American Express
- When you pay with a card, you can go to your bank for verification of your card. All card transactions are carried out by Stripe. Your account statement will show 'mono Footwear' and your order number.
Invoice / Account
We offer payment by invoice through our partner Klarna AB. You can choose between two different payment methods:
- Klarna invoice, where you pay the entire amount at once.
- Klarna account, where you choose to pay partly.
To read more about Klarna and the company's general terms and conditions, please click on this link: www.klarna.com/no/conditions.
Credit card
- We deduct the amount from your card immediately when you complete your order.
Invoice / account (Only available for Norwegian customers)
- If you choose Klarna invoice, the invoice will be sent to your e-mail address as soon as the order is sent from our warehouse. You have 14 days to pay your invoice.
- If you want to make a return on some of the goods, you can only deduct the price of these goods from the total amount when you pay your invoice.
- If you choose to return all goods you have ordered, we will remove the invoice fee and any shipping costs. Remember to contact Klarna and notify them if you have made a return.
- If you choose Klarna account, all your purchases are collected on one account / invoice and you make a partial payment on the amount. The first payment is due at the end of the month after you have ordered.
PayPal
- We will deduct the amount from your Paypal account as soon as the payment is registered with us. It usually only takes a few minutes.
If we cannot send your order, we will of course make a refund.
Our partner Klarna will send your invoice to you via email as soon as we have sent your order.
- Make sure you can find your invoice in your email inbox or possibly in the junk mail folder.
- You can always receive a copy of your invoice at www.klarna.com or by contacting Klarnas customer service on telephone number: +468 120 120 10.
- If you have chosen Klarna account, your invoice will be sent home to the mailbox and it need not be paid the month after you have ordered.
If you want a new invoice, we recommend that you contact Klarna on telephone: +468 120 120 10
On their website www.klarna.com you can also download your invoice yourself.
We do not have a handling fee, but if you have chosen to pay with Klarna invoice or Klarna account, there will be a fee.
There may be several reasons why you have been reminded. We therefore recommend that you contact Klarnas customer service at www.klarna.com.
You can always feel safe as a customer with us. We give privacy and secure data management the highest priority. We use Secure Socket Layer (SSL) technology to meet all security requirements. In addition, each customer is reviewed and approved by both the payment service provider and by us.
More information can be found in our Privacy Policy.
Delivery
Free standard delivery on all orders. Please note that free delivery is applied to your order at checkout.
Sweden
1-3 business days
Europe
1-6 business days
Rest of the world
3-8 business days
We deliver worldwide.
Unfortunately, it is not possible to choose to which delivery point we send your order. Your delivery with Postnord Parcel as an alternative will be delivered to the nearest delivery point where you live.
For security reasons and to protect customers payment details, we do not deliver to post-boxes.
We ship all shipments from our warehouse in Oslo, Norway in a single delivery. If you cannot track your shipment, it probably because it has not been able to leave our warehouse yet.
If you still cannot track your shipment after 48 hours, please contact our customer care team.
If you have not received an item on the delivery receipt, please contact our customer care team.
Please submit your order and item number for the missing item when you get in contact with us. We will of course refund the amount of the missing item if you have already paid for it.
It is always best to check that the shipment is undamaged before agreeing to receive it. If the shipment has obvious transport damage, do not accept the delivery. The shipment will then be returned to us and you will receive a full refund.
If you have received a damaged item from our online shop, we ask you to claim your item. Please contact our customer care team and explain that your product has been damaged.
We will come back to you with more information on how to proceed.
No. In addition to the delivery costs, there are no extra fees or unpleasant surprises. All customs and import costs are included in the prices you see on our online store and in your order confirmation.
Returns
If for any reason you are not satisfied with your purchase, you can return your order within 30 days of delivery of your package. Products returned must be in original condition. This means that the products must not have been used or washed, the products must also be returned in original packaging with the item / items associated label.
For full guidelines for how to return your order see our return guidelines.
When we have received your return, you will receive an email confirming this. We then check the return and refund the full amount.
Credit card
-We will refund you directly to the same card with which the order was paid. Please note that it may take between 2 to 14 days for the amount to be available in your account.
- The repayment period is governed by your card issuer and depends on what you have for credit agreements with your bank.
PayPal
- We make a refund to your PayPal account. Please note that it may take between 2 to 10 days for the amount to be available in your account.
- If you can see that you have the amount credited to them or if they repay the amount to your bank account depends on how you have chosen to have your PayPal account. This part is beyond our control but it is easy for you to change your PayPal payment settings with PayPal.
Klarna invoice
- If you paid your order with invoice and want to make a return, you can deduct the sum for your return from the total amount. If you choose to return all goods in your order, you will not pay any invoice fee or any shipping. Remember to notify Klarna that you have made a return.
- If you have selected Klarna invoice and paid it, Klarna will contact you regarding the refund. If you have not paid the invoice yet, the return amount will be deducted from the invoice amount.
It usually takes up to 14 days (excluding holidays) from the date of your package return, before the package returns to our warehouse, processed and refunded.
Please contact our customer care team if you have not received an email confirmation of your return after 14 days.
If for any reason you are not satisfied with your purchase, you can return your order within 30 days of delivery of your package. Products returned must be in original condition. This means that the products must not have been used or washed, the products must also be returned in original packaging with the item / items associated label.
If for any reason you would like to return your order, we offer 30 days return from the date you received your order. We will then arrange a full refund to you.
Here are some things to keep in mind:
- We do not exchange products. However, you can order the same product again.
- Products returned are your responsibility until they have returned to us. Therefore, it is best to follow our return instructions to protect the products from damage and wear.
- We will refund the price you bought the products for - this includes products purchased at sale.
- All products are inspected when we get them back.
We do not charge you for returning your order. However, charges may apply to your local postal office.
No, unfortunately you cannot change your product with us, but you can always place a new order to get the right product. If you do not want to keep it, you can easily send us back and we will make a refund to you.
If you have received a damaged item from our online shop, we ask you to claim your item. Please contact our customer care team and explain that your product has been damaged.
We will come back to you with more information on how to proceed.
Return the item to us by following the instructions found here. As soon as we have processed your return we will make a refund. You cannot exchange an item online, but you can place a new order if you want to order the same item or another one.
- If you have been refunded the wrong amount, please contact our customer care team.
- You need to submit your order number.
Yes, Klarna will send out a new invoice as soon as your return is registered.
If you need to reschedule the due date on your invoice, you should contact Klarna customer service:
Email: info@klarna.se
Tel. +468 120 120 10
Remember to notify Klarna if you made a return.
Discount codes & newsletters
Unfortunately, it is not possible to add a discount code afterwards when you have already placed your order.
There may be several reasons why your discount code not working. Please contact our customer care team so we can take a closer look at the problem.
You can sign up for our newsletter by going to the bottom of the home page and entering your email address in the 'Sign up' field. Please note that you will receive an email that you must confirm in order for your subscription to start.
You can choose to stop receiving our newsletters by clicking on the "Unsubscribe" button in the bottom of the newsletter.
Our customer service can also delete your details for you whenever you want. Please contact our customer care team and let us know your e-mail adress and we will update your profile immediately.
Products
Our customer care team can help you answer more information about the products.
Some of the items we have are seasonal and may not come in again. However, there is the possibility of coming back as pop-up items in later seasons.
Base items usually come back in stock.
When a product is sold out, you have the opportunity to receive a notification when the current item comes back in stock and thus be the first in the queue to buy it. You register for the current product by going to the item and entering your email.
We offer a various range at our retailers around the globe and we try to have them all available online. Some items is though reserved for a certain retailer and we might not stock that item.
Contact our customer care team if you want us to locate a certain item for you.
Please follow our recommendations in the product description of the current product you are looking at.
Other
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Contact us by contacting us via e-mail: hello@jimrickey.com or by heading to our customer care page.
If you are not satisfied with our products or services, you can leave comments to contact our customer service via e-mail: hello@jimrickey.com or contact our customer care team.
If you are not satisfied with our handling of your case, you can visit http://ec.europa.eu/odr for help.
If there is a customer who buys the last item at the same time, it may be that your item unfortunately disappears from your shopping cart. Your item is not reserved until your payment is confirmed.
