FAQ - Frequently Asked Questions

Purchase of Preloved Products

1. How can I purchase a preloved product?

To purchase a product:

  • Find the desired product on the website.
  • Make an offer by clicking the “Make an Offer” button. You will receive one or more offers based on the sellers interested in your proposal.
  • The seller will receive your proposal and send photographic documentation of the product. The photos on the website are for illustrative purposes only.
  • If necessary, the seller may make a counteroffer.
  • Once your offer has been accepted, you will receive an email with a link to proceed to checkout and complete the payment.

2. Can I purchase multiple items at once?

Only one item can be purchased at a time. Therefore, each order will include just one item.

3. How long is the item reserved?

Only make offers on items you are committed to buying. Once your offer is accepted, the seller will reserve the item for 24 hours at the accepted price so that you can complete your purchase. Please respect the seller’s timing and be ready to complete the purchase within 24 hours (if the offer is accepted).

4. Which payment methods are accepted?

  • Credit card: Visa, Mastercard, American Express, Maestro.
  • Google Pay
  • Apple Pay
  • PayPal

5. Which countries do you ship to?

Shipping is currently available to Italy and all countries within the European Union.

6. Shipping costs

Shipping costs are €5 for deliveries within Italy and €10 for orders within the European Union. The amount is added during checkout.

7. Can I cancel an order?

Once payment has been made, it is no longer possible to cancel the order.

8. Can I return a purchased product?

Returns are allowed only in the following cases:

  • The received product does not match the order confirmation.
  • The product has unreported defects that affect its use.
  • The product’s condition is different from the description.

To start a return request, please send an email to preloved@monnalisa.com including the required documentation.

9. What if the package is damaged or defective upon delivery?

  1. Check the package upon delivery and sign with reservation if visible damage is present (e.g. “damaged package”).
  2. Contact our customer service by sending an email to preloved@monnalisa.com with photos and details.

10. My order was lost by the courier

We understand it can be frustrating to wait for an item — we’ll do everything possible to resolve any delivery issues.

If tracking information has not been updated for more than 2 business days, we will contact the courier on your behalf. Please have the following information ready:

  • Order number
  • Delivery address
  • Tracking number

Note: To initiate a package search, you must contact us within 14 days from shipment.

11. What happens if I am unavailable for delivery?

If you are not available, the courier will contact you with instructions. You may:

  • Pick up the package at a pick-up point or post office within 10–15 days
  • Arrange a new delivery time slot
  • Select a new address or pick-up point

In rare cases, if the courier cannot locate the address, the package may be returned to us. A new delivery will not be guaranteed and shipping costs will not be refundable.

12. Consequences of failed delivery

If delivery is not possible (e.g. incorrect address or refusal to accept), you will receive an email notification. The package may be returned to us. A new delivery will not be guaranteed and any refund will be made minus the shipping costs.

13. How are preloved products guaranteed?

All products are inspected to verify authenticity and compliance before shipment.

During the quality check, we examine:

  • The condition of the item
  • The accuracy of the colour
  • The correctness of the size

If the item does not meet catalogue standards, the order will be cancelled and the buyer refunded.

Sale of Preloved Products

14. How can I sell a product?

  • Click on the “Sell” section and upload the required information.
  • You will receive an email with any offers, which you may accept or decline.
  • Once you accept an offer, ship the product for verification. Sales fees are €5 (Italy) or €10 (EU) and will be deducted from the total.

15. Which garments are accepted for sale?

Only garments with the original inner label are accepted. See the following table:

Odour or presence of mould Not acceptable
Tears Not acceptable
Alterations or modifications Not acceptable
Discolouration Not acceptable
Washed or used Acceptable
Loose threads Acceptable
Storage marks Acceptable
Small holes Acceptable
Holes Not acceptable
External or internal stains Not acceptable

Note: Items such as tights, socks, and swimsuits are accepted only if new.

16. How will I receive payment for sold products?

You will receive a coupon worth 100% of the product’s value, minus the sales fee (€5), which can be used on www.monnalisa.com within one year.

17. Can the buyer’s offer change?

The offer is based on the uploaded photos but may vary depending on the actual condition of the garment at the time of verification.

18. Sales fees

For each completed sale, a fee of €5 for Italy and €10 for other EU countries will apply.

19. How to ship the sold product

Follow the shipping instructions sent via email. Ship within 3 days of receiving the label.

  • Carefully prepare the garment.
  • Use the provided shipping label.
  • Deliver the package at a Post Office.

General Information

20. Who can I contact for assistance?

For any questions or support, please write to preloved@monnalisa.com.

21. How is personal data handled?

All data is processed in accordance with our Privacy Policy.