FAQ - Frequently Asked Questions

Buying Preloved Products

  1. How can I buy a preloved product?
    To purchase a product:
  • Find your desired item on the website.
  • Make an offer by clicking the “Make an offer” button. You will receive one or more offers based on interested sellers.
  • The seller will receive your proposal and send you photo documentation of the item (site images are for illustration only).
  • The seller may make a counteroffer if needed.
  • Once an offer is accepted, you’ll receive an email with a link to complete the payment via checkout.
  1. Can I buy multiple items at once?
    Only one item can be purchased at a time; thus, one item per order.
  2. For how long is the item reserved?
    Make offers only on items you’re committed to buying. Once the seller accepts, the item is reserved for 24 hours at the agreed price so you can complete the purchase. Please respect this deadline and be ready to pay within 24 hours.
  3. Which payment methods are accepted?
    You can pay with:
  • Credit cards: Visa, Mastercard, American Express, Maestro
  • Google Pay
  • Apple Pay
  • PayPal
  1. Which countries do you ship to?
    Currently, shipping is available in all countries of the European Union.
  2. Shipping costs
    A €5 shipping fee will be added at checkout.
  3. Can I cancel an order?
    Once payment is made, cancellation is not possible.
  4. Can I return a purchased product?
    Returns are allowed only if:
  • The product received doesn’t match the order confirmation.
  • It has unreported defects that affect its use.
  • Its condition differs from the description.
    To initiate a return, email monnalisa.preloved@monnalisa.com with appropriate documentation.
  1. What if the package is damaged on delivery?
    Check the package upon delivery and sign with reserve (e.g., "package damaged"). Contact customer service with photos and details at monnalisa.preloved@monnalisa.com.
  2. What if the courier loses my order?
    If tracking hasn’t updated for 2+ business days, we’ll contact the courier. Please have the order number, delivery address, and tracking number at hand when contacting us. Note: report within 14 days of dispatch to enable courier investigation.
  3. What if I’m not available for delivery?
    The courier will contact you and you may:
  • Collect the package at a local post office or pick-up point within 10–15 days
  • Arrange a delivery time slot
  • Choose a new delivery address or pick-up location
    If the courier can’t locate your address, the package may be returned to us; delivery is not guaranteed, and shipping costs are non-refundable.
  1. Consequences if delivery fails
    If delivery fails due to incorrect address or non-acceptance, you will be notified by email. The package may be returned to us, delivery won’t be reattempted, and shipping costs are non-refundable.
  2. How are preloved products guaranteed?
    All items are checked by our team for authenticity and conformity before shipping. Quality control ensures item matches its description, checking:
  • Condition
  • Color accuracy
  • Correct size
    If an item doesn’t meet standards, the order will be cancelled, fully refunded, and returned to the seller.

Selling Preloved Products

  1. How can I sell a product?
  • Receive an offer from a buyer.
  • Send detailed photos—counteroffers if needed.
  • Once accepted, ship the item to us for state and authenticity checks.
    A fixed €5 service fee applies, which will be deducted from the payable amount.
  1. What products are accepted and in what condition?
    Only items with original internal label are accepted. Conditions guide:

Odor or mold

Not accepted

Tears

Not accepted

Alterations

Not accepted

Discoloration

Not accepted

Washed/used

Accepted

Loose threads, storage marks, micro-holes

Accepted

Holes, stains

Not accepted

    

     Note: Only new items are accepted for tights, socks, and swimwear.


  1. How will I receive payment?

You will receive a coupon that equals to 100% of the product’s value minus €5 fee, valid 1 year on www.monnalisa.com

  1. Can the buyer’s offer change?
    Yes, based on actual condition versus listing photos.
  2. Selling fees
    A €5 fee applies per sale.
  3. How do I ship sold products?
    Follow shipping instructions sent via email. Ship within 3 days of receiving the label:

Prepare item carefully

Use provided shipping label (Poste Italiane or FedEx)

       Deliver to nearest access point

General Information

  1. Who can I contact for support?
    Email monnalisa.preloved@monnalisa.com for any questions.
  2. How is personal data handled?
    All data is processed in accordance with our Privacy Policy.