Frequently Asked Questions

How secure is your site?

Shopping online should always be as secure as shopping in store. With Mone11, it really is!

Your privacy is important. That’s why we keep any personal information you provide on a secure server to protect it. We also operate a secure encrypted payment system, so you can be sure your orders are being processed safely.

When in checkout, there will be a padlock symbol on your browser. If you click on it you’ll see our VeriSign secure certificate, confirming your data is safe.

We only share your information if you have given us permission to do so. We do reserve the right to disclose information in certain circumstances clearly stated in our Privacy Policy, to be found in our ‘Terms and Conditions’.

Mone11 operates a fraud prevention policy and undertakes searches for the purpose of verifying your identity & details. Agencies we use may check details you supply against any particulars on any database (public or otherwise) to which they have access. They may also use your details in the future to assist other companies for verification purposes. By submitting your order you agree to this.

Enquires should be directed in the first instance to: The Data Protection Compliance Officer, Mone11, Empire Brands, 40-46 Robbs Road, West Footscray, 3012, Victoria, Australia.

Why won't my card payment go through?

We’re not always able to specify why card payments don’t clear, as the card payment process involves both our systems and your bank’s.

If a card payment fails please double check you’ve entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement.

If all else fails then please try an alternative card for payment - we accept all major credit cards.

When is payment taken for my order?

We gain bank authorisation for your credit card once you place an order with us. 

 If for any reason we are unable to send any of the items you ordered we will refund you for the items that we could not fulfil.

Can I cancel or change my order?

Unfortunately not...

Once an order is placed it can't be changed or cancelled but don't worry you can return anything you buy easily.

What are your delivery charges?

Mone11 now delivers Worldwide...

Mone11 delivers within Australia via standard post.  

International Delivery Services Mone11 delivers to a host of countries. The charge is dependant on where you are. Please refer to our list of countries for costs.

Delivery During Sale Periods We aim to meet the specified timescales for our Australian and International delivery services, however during Sale periods, please be aware that deliveries may take a little longer.

The item I want is out of stock?

Sorry about that...

Fashion moves fast and sometimes we run out of things online. Don't worry though, we’re sure you’ll find something in our range that meets your needs.

How will I be refunded?

Online customer refunds are made only to the card used for the purchase. This is to protect you.

Do I need a return code or number to return things?

Do not send back any product without obtaining a "reason code" (authorization number) from our customer service team on This is your proof should any returned parcel go astray and it should be kept in a safe place. It also contains a unique reference number, which You can use if You have a query. Please don’t send any payment with the returned Product(s).

While We do everything We can to ensure your satisfaction with our product, returns sent without this code/number will not be considered authorized and thus not credited.

How will I return things?

Every delivery comes with a ‘Despatch Note’ listing the contents. The reason code you obtain from our customer service department will need to go on this document. The relevant code is to go alongside each product you are returning. This will help us improve the quality of our service in the future. Please remember to enclose the completed despatch note in the parcel You are returning.

For reasons of health and hygiene, intimate wear (including underwear, swimwear, boardshorts and loungewear) are non returnable. This does not affect your statutory rights

Returns to us are at Your cost and You should keep evidence of having sent the items, such as a certificate of posting. In all cases the items must be in their original condition. You must return the items to us in accordance with the terms of sale.