Frequently Asked Questions
Have a question? We have the answer. If you can't find what you're looking for, reach out to us we're always happy to help.
DELIVERY & SHIPPING
Q: Do you offer free delivery across Sri Lanka?
A: Yes absolutely. Monalisa offers completely free delivery island-wide, with no minimum order value and no hidden charges. Whether you are in Colombo, Galle, Kandy, Jaffna, or anywhere in between, your order will be delivered to your door at no cost to you. This has been our commitment since we began, and it will not change.
Q: How long does delivery take?
A: Standard delivery typically takes 2–5 business days, depending on your location. Orders to major cities and towns are usually fulfilled within 2–3 business days. For more remote areas, please allow up to 5 business days. You will receive confirmation once your order is dispatched.
Q: Do you deliver to all areas in Sri Lanka?
A: Yes. We deliver island-wide across Sri Lanka including all provinces, cities, towns, and rural addresses. We are committed to making premium women's footwear accessible to every woman, no matter where she lives.
Q: Can I track my order?
A: Once your order is dispatched, you will receive a notification with your tracking details where available. If you have any concerns about your delivery status, please contact us directly and our team will provide an update as soon as possible.
Q: Do you offer international shipping?
A: At this time, we deliver within Sri Lanka only. We are working on expanding our reach stay tuned for updates.
PAYMENT & ORDERING
Q: What payment methods do you accept?
A: We accept Cash on Delivery (COD) meaning you pay when your order arrives at your door. We also accept online payments including card payments. Full payment options are displayed at checkout.
Q: Is Cash on Delivery available?
A: Yes. Cash on Delivery is available for all orders delivered within Sri Lanka. Simply select COD at checkout and pay in cash when your parcel arrives. No advance payment required.
Q: Is it safe to pay online on your website?
A: Yes. Our website is secured with SSL encryption, and all online transactions are processed through trusted payment gateways. Your financial information is never stored on our servers.
Q: Can I cancel my order after placing it?
A: If you need to cancel your order, please contact us as soon as possible — ideally within 12 hours of placing it. We will do our best to accommodate your request. Orders that have already been dispatched cannot be cancelled but may be eligible for an exchange. Please see our exchange policy below.
SIZE & FIT
Q: How do I find my correct size?
A: We recommend referring to our Size Guide, available on each product page. Our footwear is sized in Sri Lankan/Asian standard sizing. If you are between sizes, we generally recommend sizing up for a more comfortable fit. If you are unsure, feel free to contact us with your measurements and we will help you choose the right size.
Q: What if my size is not available?
A: If a size is shown as out of stock, you can contact us to request a restock notification. We regularly update our inventory, and popular sizes are replenished frequently.
Q: Do your sandals run true to size?
A: Most of our styles run true to standard sizing. However, style-specific fit notes are included on each product page. We always recommend reading the product description before purchasing, and feel free to ask us if you have any doubts.
EXCHANGES & RETURNS
Q: Can I exchange my footwear if it doesn't fit?
A: Yes. We offer exchanges for a different size or style, provided the item is unworn, in its original condition, and returned within 7 days of delivery. To initiate an exchange, please contact our team with your order details and we will guide you through the process.
Q: What items are not eligible for exchange?
A: Items that have been worn, washed, or damaged after delivery are not eligible for exchange. Sale items may also be excluded from exchanges please check the product page at the time of purchase. If in doubt, contact us before purchasing and we will clarify.
Q: What if I receive a damaged or incorrect item?
A: We are sorry if this has happened. Please contact us within 48 hours of receiving your order with a clear photo of the item and your order number. We will prioritise resolving the issue and arrange a replacement or exchange at no cost to you.
Q: Do you accept returns for a refund?
A: We currently offer exchanges in place of monetary refunds. If you are not satisfied with your purchase, please contact us so we can find the best solution for you. Customer satisfaction is our priority, and we will always work with you fairly.
PRODUCT QUALITY & CARE
Q: How do I care for my Monalisa footwear?
A: To keep your footwear looking its best:
- Wipe clean with a soft, dry cloth after each wear
- Avoid prolonged exposure to direct sunlight or rain
- Store in a cool, dry place ideally in the original box or a dust bag
- For embellished styles, handle decorative details with care to preserve them
- Do not machine wash or submerge in water
With the right care, your Monalisa footwear will remain beautiful for a long time.
Q: What materials are used in Monalisa footwear?
A: We use a range of quality materials across our collections, including synthetic leather, fabric uppers, cushioned insoles, and durable soles. Specific material details are listed on each product page. If you have a sensitivity or preference, feel free to ask us before purchasing.
Q: Are your products made in Sri Lanka?
A: Yes. Our footwear is manufactured at our own facility in Weligama, Sri Lanka. We take pride in our local production and maintain quality oversight throughout the entire process from design to dispatch.
CUSTOMER SUPPORT
Q: How can I contact Monalisa?
A: You can reach us through:
- The Contact Us form on our website
- Our social media channels (Facebook & Instagram)
- Whatsapp (Quick Response +94 76 663 2541)
- By email or phone (details available in our footer)
We aim to respond to all enquiries within 24 hours during business days.
Q: What are your customer service hours?
A: Our team is available Monday through Saturday, during regular business hours (Sri Lanka time). Messages received over the weekend or on public holidays will be responded to on the next working day.