Frequently Asked Questions
How do I reset my Password?
Click on forgot password link
Please enter email ID or the phone number which you have entered at the time of registration.
If you have entered the Email ID at the time of registration, then a link will be sent to your mailbox.
If you have entered a phone number at the time of registration, then an SMS will be sent to your phone.
Click on the link and create a new password.
Please remember the following when you create a new password –
- Your password should have a minimum of 8 characters.
- Please use a combination of numbers and alphabets.
- Do not use the same password you have used in the last one year.
Are prices inclusive of taxes?
Yes, all prices are inclusive of taxes. What you see is what you pay.
Are the prices inclusive of freight?
Yes, all the prices are inclusive of freight, what you see is what you pay.
Do you offer any additional discounts for bulk orders?
No, we do not offer any additional discounts.
Can I come to the warehouse and pick up the products?
We do not offer a warehouse pickup.
How to use coupon code?
If you have a coupon code, you can use it on the check out page.
Do you deliver products outside Australia?
No, we deliver products within Australia.
Are the products sold on website genuine?
All products sold on shopmonk.com are 100% genuine and authentic.
Order related queries:
What is the estimated delivery timeline after placing an order?
We deliver within 14-21 days. However, please refer to the product page for exact delivery timelines.
I missed the delivery of my order today. What should I do?
Please login to your account and refer to your order tracking details. You can also speak to the courier company to reschedule your delivery.
What should I do if the box packing is damaged?
We ensure proper packaging, however, in a rare case during transit there could be damage in the box. If there is extensive damage in the box, please do not accept delivery and write to us at email@example.com immediately.
What do I do if the original seal is replaced with Shopmonk seal?
We at Shopmonk follow strict quality check procedures and randomly check our products to ensure quality; therefore If you receive a product with a Shopmonk seal, we confirm that it is a 100% genuine and authentic product.
What do I do if the seal is broken?
We at Shopmonk follow strict quality check procedures and randomly check our products to ensure quality; therefore if you receive a product with a Shopmonk seal, we confirm that it is 100% original and genuine product.
However, if the product’s original or Shopmonk seal both are broken, do not accept or receive the product. And write to us at firstname.lastname@example.org immediately.
Payment related queries:
When do I receive a payment confirmation for my order?
It usually takes 24 hours to confirm the payment.
What are the payment methods on your website?
We use PayPal for payments. PayPal accepts credit and debit cards.
When do I receive my invoice?
Invoice is sent to your email account as soon as the item is dispatched.
Do I get a tax invoice?
Since we ship from overseas, we do not charge GST. Therefore we cannot issue a tax invoice.
Returns and exchange policy:
What is the return Policy?
You can return the product as long as the product is dead on arrival (DOA) or faulty.
Please note: No change of mind is accepted.
If a wrong product is shipped it can be returned as long as original packaging is intact and the product box is unopened.
The DOA and faulty returns are at the absolute discretion of Longman Capital Pte Ltd and will be determined after Shopmonk receives the product and inspects it; if the product can be repaired we will repair and return the product or Shopmonk reserves the right to replace the product.
Please write to us at email@example.com within 24 hours of receiving the product for registering a complaint.
How do I return a product for warranty repair?
In case the return request is accepted Longman Capital Pte Ltd. (30 days from the order being delivered) will arrange a pick up and will mail you a return label.
Please take print out of return label and stick in a box for courier to pick up the product.
Please do not stick or write anything on the box of the product or over the sticker label. Please note: Repair or replacement may be refused if the instructions are not followed.
You should use a new box to pack the product which is being returned. Product should be packed with all the accessories and must be in a re-saleable condition.
If the return request is older than 30 days from the date of delivery, the return label/cost should be borne by the customer. This is subject to acceptance from Longman Capital Pte Ltd. Also, the risk of the item will be taken by the customer until it reaches our warehouse.
What if I do not need the product anymore?
We suggest you to please choose your products carefully, as Shopmonk does not provide refunds for products where you have simply changed your mind. Please refer to our return policy: Link
What if I do not have the original packaging of the product?
In case you do not have the original packaging, you will bear the responsibility for safely packaging for your product’s transportation and Longman Capital Pte Ltd accepts no liability for any damage that may occur in transit.
Longman Capital Pte Ltd also reserves the right reject warranty repaid under such circumstances.
What is your refund policy?
We do not have an active refund policy however due to forced cancellation of an order from our side; we do refund up to a maximum of the amount received.
Returns and exchange are and will always remain at the sole discretion of Longman Capital Pte Ltd and the company reserves the right to decide the same and as explained in the refund policy link
How long it takes to receive a refund?
Once a refund approval mail is sent it usually takes 7-14 business days for the refunded amount to credit in to your account.
I have not received the refunded amount even after 14 days.
Please write to us at firstname.lastname@example.org
How do I request a warranty repair?
Please send us a mail at email@example.com with your complaint and proof of purchase.
What is covered under the Warranty Plan?
All electronic products carry a 1 Year warranty, unless stated otherwise. Please note, we provide a 6 month warranty on all electronics accessories.
The warranty will not apply under the following circumstances:
- If the product is physically damaged.
- If there is a cosmetic damage.
- If there is an attempt to deliberately damage product or is a case of neglect.
- Failure to follow the manufacturer’s instructions.
- If the product seal is tempered by an unauthorised person.
-If a repair or diagnosis is attempted by an unauthorised person.
- Cracked Screen.
- Water Spills.
- If product is dropped.
- Routine servicing, inspection, maintenance, dismantling or cleaning of the covered item
- The covered item being used by someone else other than you or a member of your family.
Do you repair out of warranty product?
We do not repair out of warranty product.
Do you repair out of warranty products if I‘m ready to pay ?
We do not repair out of warranty product even if you are ready to pay.
Does apple global warranty apply for products that I purchase from Shopmonk?
Apple has one year global warranty. Please follow the link
Is Apple Certified Pre Owned phones covered under Apple warranty?
Yes, all Apple Certified Pre Owned phones are covered under Apple global warranty for 6 months.
What if the brand does not offer repair under warranty?
If the brand does not offer repair under warranty, Shopmonk offers one year warranty from the date of sale.
Can I extend the warranty after purchasing the item?
We do not offer extended warranty.
Can I cancel the order?
Orders once placed cannot be cancelled, refunded or returned.
How do I know if my product has been shipped?
Once your order has been shipped, we will send you an Email with all the details.
How can I track shipping?
Please log on to your Shopmonk account and visit the orders section to track your order.
Do products come with international adapter(s)?
For all overseas models we include free of cost Australia compatible adapters which is provided in the package delivered to you.
Are the phones you sell network unlocked?
Yes, all phones we sell are network unlocked and will work with major carriers in Australia.
I could not find the answer for the question that I am looking.
Please mail us your question(s) at firstname.lastname@example.org and we will revert back to you.