Frequently Asked Questions

Choose a link to select a section


Shopping

  1. Which payment methods can I use?

    We accept credit cards from:

    • American Express
    • MasterCard
    • Visa

    We also accept these other forms of payment:

    • Club Monaco Online Gift Certificates
    • Club Monaco Gift Cards
    • PayPal®
    • Credit Card Gift Cards*

    Unfortunately, we do not accept:

    • CODs
    • Layaway plans
    • Personal checks
    • Money orders

    To make ordering even easier, we can store your credit card information in your ClubMonaco.ca account once you register online. This information is secure and cannot be accessed by anyone other than the account holder. You can read our Privacy Notice for more information.

    For added security, your billing address at ClubMonaco.ca must exactly match the address on file at your credit card company. Your order process may be delayed if these addresses are different.

    Your credit card will not be charged until your order ships. However, if you are using a debit or check card for payment, the funds will immediately be deducted from your account.

    *Credit Card Gift Cards (such as a gift card from American Express or Visa, or any other Credit Card Gift Card not associated with Club Monaco) can only be redeemed for orders less than the full amount available on the gift card. Orders cannot be split between two forms of payment when using a Credit Card Gift Card.

  2. PayPal® FAQ

    How does PayPal® work?

    PayPal® is used to send payments securely over the Internet. You can choose to pay from your PayPal® account balance, a credit card, debit card or bank account. To make a PayPal® purchase, select PayPal® during checkout on the ClubMonaco.ca Website and choose your method of payment. Your funds are transferred immediately and securely

    PayPal® is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud-prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal® to send money, recipients never see your bank account or credit card number.

    How Do I Contact PayPal® Customer Service?

    For the fastest response, you may access the user-friendly Help Center. Developed by the PayPal® Customer Service team, this Help Center contains a comprehensive information database. You can type a question into the search box to receive a complete answer.

    If you do not find the information you need in the Help Center, PayPal® Customer Service representatives are available to assist you. Send an email for a prompt response or contact PayPal® directly by phone: Customer Service: 1-402-935-2050 (a US telephone number) 4:00 a.m. PDT–10:00 p.m. PDT, Monday through Friday; or 6:00 a.m. PDT–8:00 p.m. PDT, Saturday and Sunday.

    Returning purchases made using PayPal®

    If you purchased your order online with PayPal® you cannot make your return in a store.

    Sign up for PayPal® Now

  3. When will my order ship and when will it be delivered?

    Pending order verification and credit approval, most orders from ClubMonaco.ca will ship within 48 hours of receiving your order. We ship via UPS when you choose Standard Ground, Expedited, Express and Saturday delivery shipping options.

    Orders shipped via Standard Ground arrive within 5–7 business days. For Expedited and Express Shipping options, orders must be placed by 11 a.m. ET or they will not ship until the next day.

    Orders placed with Saturday delivery will arrive Saturday if placed between 11:01 a.m. ET Thursday and 11:00 a.m. ET Friday. If an order is placed outside of these hours, it will be shipped via the Expedited delivery option. We do not recommend choosing Saturday delivery if you are placing your order outside of these hours. The Saturday delivery option is not available for rural and beyond point locations.

    UPS delivers packages Monday through Saturday 8 a.m.-6 p.m. ET. RURAL & BEYOND POINTS: Please allow an additional 1–2 business days for shipping to rural areas and an additional 2–4 business days for shipping to areas categorized as beyond points for all delivery options.

    Club Monaco Gift Cards are not eligible for expedited shipping.

    To calculate the estimated delivery date of your order add (1) the processing time, which is the time from order placement until the order leaves our warehouse (typically 24–48 hours); plus (2) the shipping time, which is the time from the order leaving our warehouse until it is delivered to you via your selected shipping method.

    Each address you instruct us to ship to, including gift-recipient addresses, is considered a separate order and is subject to applicable shipping charges.

  4. How much does it cost to ship my order?

    Shipping rates are calculated based on the delivery option you select.

    Standard Ground (5–7 business days): $8

    Expedited Ground (2 business days): $15

    Express (1 business day): $20

    Saturday Delivery: $25

    Sometimes we offer free shipping promotions whereby the shipping rates will change.

  5. Do you ship outside of Canada?

    Currently, we offer shipping to every province in Canada with the exception of Quebec.

    To ship to the United States, please click here to visit our US site. To see a list of our store locations throughout the world, please use our Store Locator.

  6. Which carrier will ship my order?

    We ship via United Parcel Service when you choose Standard Ground, Expedited, Express and Saturday delivery shipping options.

    Orders shipped via Standard Ground arrive within 5–7 business days. For Expedited and Express Shipping options, orders must be placed by 11 a.m. ET or they will not ship until the next day.

    Orders placed with Saturday delivery will arrive Saturday if placed between 11:01 a.m. ET Thursday and 11:00 a.m. ET Friday. If an order is placed outside of these hours, it will be shipped via the Next Day delivery option. We do not recommend choosing Saturday delivery if you are placing your order outside of these hours. The Saturday delivery option is not available for rural and beyond point locations.

    UPS delivers packages Monday through Saturday 8 a.m.-6 p.m. ET. RURAL & BEYOND POINTS: Please allow an additional 1–2 business days for shipping to rural areas and an additional 2–4 business days for shipping to areas categorized as beyond points for all delivery options.

    To calculate the estimated delivery date of your order add (1) the processing time, which is the time from order placement until the order leaves our warehouse (typically 24–48 hours); plus (2) the shipping time, which is the time from the order leaving our warehouse until it is delivered to you via your selected shipping method.

  7. Do you ship to Rural and Beyond Points?

    Yes, we do! If you live in a location categorized by UPS as rural, add 1–2 business days to your selected delivery option. If you live in a location categorized by UPS as a beyond point, add 2–4 days to your selected delivery option. The Saturday delivery option is not available for these locations.

    If you have any questions or concerns at all, please call us at 1-888-733-6504 or email us at CustomerAssistanceCA@ClubMonaco.com.

  8. What if I change my mind and want a different size or color after my order is placed?

    Once you’ve placed an order at ClubMonaco.ca, you will not be able to make any changes. You may, however, choose to cancel an order and start over. Please note that because we process your order as quickly as possible, there is a limited amount of time for you to cancel an order. If the cancel option is still available, you’ll find a button next to your order on the order tracking page at the following link: https://www.clubmonaco.ca/orderlogin.jsp?ab=footer_ordertracking.

    If you have any questions or concerns at all, please call us at 1-888-733-6504 or email us at CustomerAssistanceCA@ClubMonaco.com.

  9. Can I ship to an address other than my own?

    We welcome you to ship to an address other than your own. When you register with ClubMonaco.ca, you will have the option to create your own address list. This feature allows you to store the names and addresses of people to whom you frequently send gifts. It's easy to add, change or delete information from your address list at any time. (Please note: The information that you store in your address list is for your use only. We will not contact anyone listed unless we have a specific question about a delivery.)

  10. What if I've changed my mind about my order? Can I return it?

    We understand that sometimes your order won’t work out for you—and that’s not a problem. You can make a return as long as you follow the guidelines in our Return Policy.

    You can also complete the Return Form included in your shipment and send it back with the items you are returning.

    Dog ate your return label? It happens. Simply contact our Customer Service Representatives at 1-888-733-6504 or by email at CustomerAssistanceCA@ClubMonaco.com to get another return label. You may also return your order to any of our Club Monaco stores in Canada.

    Full-Price and Sale Merchandise

    Merchandise may be returned for a full refund within 30 days of the date on your invoice. All refunds will be made in the form of the original payment. Items received after 30 days will not be credited or returned back to the customer.

    Final Sale Merchandise

    Bodysuits, home and items marked as Final Sale are not eligible for return or credit. If sent back, these items will not be credited or returned back to the customer. Hosiery will only be accepted if it is returned in the original packaging.

    Price adjustments will be accepted within seven days from the date on your invoice. We can make price adjustments only on items that are purchased at the full retail price. Items purchased on sale or with a promotional discount are not eligible for further price adjustment.

    We’ll send you a postage-paid return label with your package just to make your returns process a little easier. Simply place the label to your package and leave it in a secure location where you normally place your outgoing mail or take it to your local post office. Your package will be returned to us via UPS.

    We will deduct $5 from your order refund for return postage if you choose to use the postage-paid return label. Please allow up to 10-12 days for us to receive and process your request. You will receive an email notification upon the completion of return processing. Original shipping charges are not refundable.

    If you’d like to pay the return postage yourself, you will not be charged the $5 fee. We suggest insuring your package via UPS. It might also help you to save the shipping receipt for your records. Only merchandise received by our warehouse can be credited.

    Take the package to your postal carrier and mail it to the following address:

    CLUB MONACO / RETURNS DEPARTMENT
    NLS
    110 Iron Street
    Etobicoke, ON M9W 5L9

    Please use this address only when you are returning items purchased at ClubMonaco.ca. If you would like to return items to a Club Monaco store instead, visit our Store Locator page or get in touch with one of our Customer Service Representatives at 1-888-733-6504 or CustomerAssistanceCA@ClubMonaco.com to find a store near you.

    We’ll credit your returns to the original form of payment unless you've noted otherwise on your Return Form. If you are receiving credit back onto your credit card, please note that you will be reimbursed after your returned item has been processed (your credit should appear on your next statement). Please allow 10–12 business days for us to receive and process your return. Allow extra time for rural and beyond point locations.

    Return to any of our Club Monaco stores in Canada.

    Returns must follow the guidelines in our Return Policy. Merchandise purchased on ClubMonaco.ca can only be returned to Club Monaco stores in Canada. Please bring your invoice with you, as we’ll need it to process your return and credit the original form of payment.

    You can use the store locator on our Website or contact one of our Customer Service Representatives at 1-888-733-6504 or CustomerAssistanceCA@ClubMonaco.com to find a store near you. Return items must be in new condition, with original tags attached. Return items must not be washed, worn or altered. Returns cannot be made at department and specialty store locations.

    If you purchased your order online with PayPal®, you will only be able to return your package by mail and not at our stores.

  11. Is there a fee to make a return?

    We will deduct $5 from your order refund for return postage if you choose to use the postage-paid return label. If you’d like to pay the return postage yourself, you will not be charged the $5 fee. The $5 fee does not apply to gift returns from a gift recipient.

  12. Can I return a gift?

    Returning gifts is easy, since all gifts come with a gift receipt without prices and have our postage-paid return label. Gift recipients who return an item will be issued a new ClubMonaco.ca online gift certificate.

  13. Will my order be taxed?

    We include applicable federal, provincial and harmonized sales tax and shipping charges on all orders based on your shipping address.

  14. I live outside Canada. Can I order from ClubMonaco.ca?

    You are currently shopping from the Canadian site, from which we currently only ship to Canadian postal codes. If you'd like to ship to the US, please visit ClubMonaco.com. While we do not ship to any other countries from the Canadian site, we do have Club Monaco stores throughout world. Please use our Store Locator to find one near you.

  15. What do I do if my item arrives damaged?

    We’re here to help if your package arrives damaged. Please get in touch with our Customer Service Representatives at 1-888-733-6504 or CustomerAssistanceCA@ClubMonaco.com so we can replace your order.

  16. Can I see a record of my transactions with ClubMonaco.ca?

    By registering with us, you can check your order status online through the Order History area of your User Profile. All of the details regarding past purchases will be conveniently stored for you in an organized listing. You can also check the status of an order placed with ClubMonaco.ca by contacting our Customer Service Representatives at 1-888-733-6504.

  17. How long does it take to process my return?

    Please allow 10–12 business days for us to receive and process your return. Once your return is processed, we will send you an email notification and issue your credit.

  18. How do I exchange my purchase for a similar item or a different size or color?

    We are not able to process exchanges. If you need a new size or color, you may place a new order online at ClubMonaco.ca or by calling us at 1-888-733-6504.

    To return the original item(s), simply complete your Return Form and use the prepaid label for shipment via UPS, or you may send it through the carrier of your choice. Please allow up to 12 business days for your return to be received and processed.

    Bodysuits, home and items marked as final sale and are not eligible for return or credit.

  19. Can I have a package delivered on Saturday?

    Yep, we deliver on Saturday too. See all of our shipping options and rates here.

  20. How do I know which size to purchase?

    Got a size question? Check out our size charts for all of our clothing. Click below to view our size charts.

    Men
    Women

  21. If something that I just purchased goes on sale, am I entitled to a credit on the price difference?

    If ClubMonaco.ca makes a permanent price reduction on a product featured on our web store within seven days from the ship date, you can request reimbursement for the price difference. We can make price adjustments on products purchased at the full retail price only. Promotional sale prices are not permanent price changes and are excluded from this guarantee. Get in touch with one of our Customer Service Representatives at 1-888-733-6504 or CustomerAssistanceCA@ClubMonaco.com to request credit for a price difference.


Website

  1. Why should I register?

    Creating a ClubMonaco.ca account isn’t required to explore the site, but it will allow you to better enjoy our site. Not only will shopping be easier, but your entire experience with us will be customized. You’ll be able to shop faster, set up a Wish List and find out about special perks.

    You’ll also be able to store credit card information safely, maintain an address book, review your order history, check current orders and edit billing and shipping information.

    Once you’ve registered, you can access your account information by clicking on My Account anytime during your visit. ClubMonaco.ca is a secure site that respects your privacy. Read more about Security and Privacy.

  2. Is there a risk to storing my information online with you?

    Your privacy is important to us. We do not sell or trade with third parties any personal information, such as email addresses, personal information collected as part of an online survey or other specific details about you, gathered online. We do not contribute to or participate in cooperative databases, which give other companies access to such personal information. For privacy purposes, we maintain appropriate safeguards to protect personal information relating to our customers. Our Online Privacy Notice describes the types of information we gather online and how we use it. Please read this information carefully.

  3. Do you sell personal information to other companies?

    Your privacy is important to us. ClubMonaco.ca does not sell or trade your personal information gathered online—such as email addresses, personal information collected as part of an online survey or other specific details about you—with third parties. We do not contribute to or participate in cooperative databases that give other companies access to personal information. For privacy purposes, we maintain appropriate safeguards to protect personal information relating to our customers. Our Online Privacy Notice describes the types of information we gather online and how we use it. Please read this information carefully.

  4. I forgot my password, what should I do?

    It happens all the time. If you have forgotten your password, use our Forgot Your Password form or get in touch with a Customer Service Representative at 1-888-733-6504 or CustomerAssistanceCA@ClubMonaco.com.

  5. What browser settings do you recommend?

    Our site is optimized for use with Microsoft Internet Explorer 4+, Netscape Communicator (Navigator) 4+ and AOL 5+ browsers. If you have a previous version of one of these browsers, you can download a free copy of the latest version at Netscape’s or Microsoft’s Websites.

    If you’re running a browser of the 3.0 generation, you may experience difficulty entering some of the more secure parts of ClubMonaco.ca. We recommend that you simply upgrade (free of charge) to the latest version of Netscape or Internet Explorer by visiting your browser's Website.

    Flash 4.0+ is necessary to view the site. You may visit flash.com to download this software free of charge.

    ClubMonaco.ca was created with 800 x 600 monitor size standards to complement the majority of today’s Internet users.

    If the ClubMonaco.ca Web pages are wider or longer than your computer screen, try changing the settings on your monitor so you can see the full width of the pages without having to scroll left to right or top to bottom. Try setting your monitor to a resolution of 800 x 600 or higher (832 x 624, 1024 x 768 etc.). To change your monitor settings:

    Windows users, go to Start menu: Settings: Control Panel: Display

    Mac users, go to Apple menu: Control Panels: Monitors & Sound

  6. Why do you recommend that I set my browser to enable cookies?

    ClubMonaco.ca uses cookies to measure activity on our sites so we can determine which areas and features of our sites are most popular. We use this information to make improvements and updates to enhance your ClubMonaco.ca experience.

    Most browsers are set to accept cookies. If yours is not, go to your browser’s user preferences to turn cookies on.

    Cookies contain no personally identifying information. See our Privacy Notice for more information.

    If you have additional questions about cookies and shopping on ClubMonaco.ca, get in touch with our Customer Service Representatives at 1-888-733-6504, or e-mail us at CustomerAssistanceCA@ClubMonaco.com.


General

  1. Do you have a catalog?

    We do not currently have a catalog, but you can view our latest features here.

  2. How can I find out about employment opportunities at Club Monaco?

    We offer tons of exciting career opportunities, and we’re always looking for talented people to join our team. You can visit our Career Website to view all of our current openings. If we’re interested in learning more about you, we’ll get in touch. Club Monaco is an equal opportunity employer.

  3. How do I find out about modeling opportunities?

    We are always searching for new talent. If you are interested in pursuing modeling work with Club Monaco, please send us the following: a resume with your contact information, email address, age and up-to-date measurements. Please include at least one full-face headshot and one full-length body shot. Please do not send nude photos.

    Club Monaco / Casting Department
    601 W. 26th St., 8th floor
    New York, NY 10001

  4. Who are your models?

    Please contact our Customer Service Representatives at 1-888-733-6504 for information on the current Club Monaco models.

  5. Where can I buy the music you feature on your site or in your stores?

    Unfortunately, we are unable to share information on the music we feature in our stores.

  6. Do you have a press kit or a packet of information on your company?

    For inquiries regarding press, media or marketing partnerships, please contact: Press@ClubMonaco.com.

  7. How do I find about the history of Club Monaco?

    Visit About Us to read all about the history of the Club Monaco brand.

 
Please enter a valid email address.
 
Please send me: We'll only send you the most relevant updates based on your choice. This offer is valid in Canada only.