Do I need to create an account to order?

Yes, creating an account is necessary so we can process and ship your order correctly. Creating an account is very easy: click here to start!

Will I receive a confirmation of my order?

You will always receive an automatic e-mail after placing your order.  As soon as your order has been processed by our warehouse, you will receive another automatic mail.  When your package was received by the courier service, you will receive an e-mail with track number. Always check your spam box.

Can I track my order?

As soon as we have handed over your package to the courier and they have entered it into their system, you will receive an e-mail from the courier with a track number.  With this track number you can further track your package.  Also be sure to check your spam box if you have not received an email.

Is there anything else I can add to my order?

Yes, this is possible if your order has not yet been processed by our warehouse.  You then place a second order as soon as possible.  Both orders will then be merged. Any excess shipping costs paid will be refunded to you in a voucher. You can deduct this credit from a subsequent order.

Can I pick up my order at the store?

Yes, this is possible. You have the possibility during the checkout process on our website to choose this option.

Can I purchase a gift card?

Yes definitely! Please use this link. After purchase you will receive the gift voucher digitally in your mailbox. Don't forget to check your spam box.

What are the payment options?

We work with the payment platform Mollie so you can make your payment in all security. You can choose between Bancontact/MisterCash, Credit Card, PayPal, Belfius, Sofort and IDeal.

Can I pay without creating an account?

No, this is not possible. Creating an account is necessary to process and ship your order correctly and securely.

I paid but did not receive a confirmation email.

If you have placed an order and paid, you will receive an automatic confirmation e-mail. Did you not receive an email? Then be sure to check your spam box.   

How do I use my coupon code?

Enter the discount code in the 'Do you have a GIFT VOUCHER' field before checkout.  To activate the discount code, click on the 'Add Gift Voucher' button.

How do I use a voucher?

TO FILL IN

How do I use a Gift Card?

TO FILL IN

I am exempt from VAT but still have to pay it.

A VAT exemption means that you do not have to charge VAT to your customers and also do not have to file a VAT return. However, this does not mean that you do not have to pay VAT on products or services you purchase.

What are the shipping costs?

BELGIUM

From 99 euro FREE shipping

Shipping cost is 7.95 euro

THE NETHERLANDS

From 149 euro FREE shipping

Shipping cost is 12.95 euro

This is 21% VAT excluded.

Do you live in another country within the EU?  You can ask for your shipping rate at info@monai.be.

What countries do you ship to?

We ship to all countries within Europe where we have contractual rights with our brands to ship to those countries.  If you want more information about this, please contact us at info@monai.be.

What is the delivery time of my order?

We always make every effort to process your package as quickly as possible.  Generally, you will have your order within 2 to 3 business days, depending on the hour you placed your order. If you order during a discount period or promotion then the delivery time may increase.

Can I track my shipment?

As soon as we have handed over your package to the courier and they have entered it into their system, you will receive an e-mail from the courier with a track number.  With this track number you can further track your package.  Also be sure to check your spam box if you have not received an email.

According to the shipping status of GLS, my package has been delivered but I have not received anything.

Don't panic!  This could be because GLS' system changed your order status too quickly and the courier is actually still on its way.  Or maybe your package was delivered to your neighbors?  Please check with them.  Still can't find your package?  Please contact GLS directly or contact us and we will be happy to help you.

Can I choose a courier service other than GLS?

Would you prefer not to ship with GLS?  No problem, we can also send your package with PBost.  The best thing to do is the following:

• Contact us by mail BEFORE placing your order and we will update your account for you.
• Contact us as soon as possible after placing your order so we can manually change your shipment to BPost. 

Mail: info@monai.be

Can I cancel my order?

Yes, this is possible if your order has not been shipped yet.  In that case it is best to mail to info@monai.be as soon as possible.

I have changed my mind. Can I return my order?

Yes, this is possible within a period of 14 days after receipt of your package.  The contents of your package must be returned in original condition and in unopened packaging.  You bear the cost of returning the package yourself.  Items purchased during discount periods or heavily discounted items cannot be returned.  You can announce your return by sending an e-mail to info@monai.be.

I received a damaged or misdelivered item

In this case, please send an immediate email to info@monai.be and we will take care of the rest. 

I have booked a training course but want to cancel it.

Cancellation is always possible pursuant to the Terms and Conditions. Mail to​ opleiding@monai.be.

I have booked a training course but still cannot attend.

We would be happy to review with you what is possible pursuant to our Terms and Conditions. Mail to ​opleiding@monai.be.  

I have booked a training course but I am ill. What should I do?

It is best to notify us as soon as possible by telephone on 03 4544495.  Afterwards we will look at what we can do for you following our General Conditions.

Do you participate in solden?

No, as a wholesaler we do not follow the classic private sales periods. However, twice a year we organize trade show days (linked to the Estetika Fair) as well as fun Sunday openings.  So keep an eye on our social media for these announcements.

Do you have a physical store?

Yes, and you are always welcome!

Vosveld 4A

2110 Wijnegem

Click here for our opening hours.

How long do I have a warranty on electrical appliances?

The legislation on this subject is as follows:

If you have bought an appliance in the context of your professional activity, you cannot benefit from the legal guarantee granted to consumers. You do, however, benefit from the commercial guarantee of the store. 

MONAI offers a one-year commercial guarantee from the original date of purchase on presentation of the invoice, delivery slip or original receipt. This warranty does not apply to misuse of the appliance, damage from falls, other self-inflicted damage, careless maintenance or opening of the appliance.