FAQ

 

In order to provide the easiest access to information for our customers we have listed below the most frequently asked questions, that we receive.

1. Can I make an order in your online shop if I don't have a diplomatic status?
No. We supply goods only to the Diplomatic community worldwide, and international organizations (with tax and duty free certificate). This includes Diplomats (such as ambassadors, consuls, honorary consuls, attaché, secretary) in various Embassies and Consulates around the world, missions to the United Nations, Military, Oil derricks and other international Diplomatic organizations (with tax and duty free certificate).

2. Do I have to register on your website if I want to make an order online? Is it for free?
Yes, you need to register before making orders online. Registration is for free.

3. What currencies are used as a payment method in your online shop?
You are able to see prices in Euros or in U.S. dollars. Your invoice will content prices in currency that you have chosen when you were registering (euro or U.S. dollars).

4. Is it possible to find something, that is not listed on your website?
Quite possibly. If you have any questions about products, that aren't listed on our website, please contact us:
Phone: +371 67 854 280;
Fax: +371 67 207 285;
E-mail: order@mono.lv.

5. Are my details secure?
Yes! All the information we ask for when you place your order is essential for us to process your order. We don't pass on any of your details to other parties.

6. How long will it take to get my order?
We offer 2 types of shipping:

1. Standard shipping:
You can expect to receive your order within 3-5 working days.

2. Express shipping:
You can expect to receive your order within 1 working day.

Delivery
Deliveries are subject to relevant official regulations etc. Customs procedures are for the customers own responsibility and risk. Possible costs or penalties have to be settled by the customer. We cannot be held responsible for strikes, war, states of emergency or other conditions beyond our control.

Insurance
Shipments arranged by us are fully insured. The insurance liability expires 3 days after the arrival of the means transport.

7. How can I pay?
You can pay by credit card or make a bank transfer.

1. Credit Card:
We accept payment by the following credit card: MASTERCARD/ MAESTRO/ VISA/ VISA Electron. Please state name of card holder, type of card, card number, date of expiry, control digits. Please note that you have to confirm these details for every new order, as we are not allowed to keep and re-use this information.

2. Bank Transfer:
Please remit directly to:
AS”LATVIJAS PASTA BANKA”
Katlakalna 1, Riga LV–1073, Latvia
IBAN: LV41LAPB0000006059042
SWIFT CODE: LAPBLV2X

When making a bank transfer, please be instructed that each part pays its own fee. If a corresponding bank is used, any extra costs and/or handling fee will be charged on your account.

8. How will I know when my order has been shipped?
After placing your order, an e-mail confirmation will automatically be sent to you with your unique order number.
Please add our e-mail order@mono.lv to your address book, or ensure you have disabled any spam filters you may have.

9. Do you ship to any country?
Yes. We can ship to anywhere on the planet that receives regular postal services.

10. Do you ship to any address?
Yes, except orders that contain cigarettes. If you have ordered cigarettes, then we will deliver it only to registered addresses of international Embassies.

11. What documents are necessary to obtain after an order is submitted?
If purchasing excise goods, it is necessary to obtain VAT and Excise Duty Exemption Certificate (according to EU Directive 77/388/EEG-Article 15(10) and Directive 92/12/EEG-Article 23(1)) in three copies (one copy for each party - “MONO Diplomatic Supply Service” as Supplier, the Ministry of Foreign Affairs as state fiscal body and the diplomat as a Consumer).

Important note:
The completed VAT and Excise Duty Exemption Certificate according to EU Directive 77/388/EEG - Article 15(10) and Directive 92/12/EEG - Article 23(1) has to be:
Signed by the head of mission which the consumer work in;
Signed and sealed by Ministry of Foreign Affairs of the country where the Diplomatic Mission is located.

12. Guarantee?
We issue an unconditional guarantee for 12 months from date of invoice for articles purchased from us, covering defects is material or workmanship regardless of the manufacturer’s guarantee. Our invoice is your guarantee certificate. Indirect costs are not covered.

13. How can I receive my money back, if I made a wrong payment?
In case of wrong payment, You will have to write a scanned letter to order@mono.lv with Your signature and your account number.
Please note, that in this case You will pay banking transaction fee.

14. How do I contact Customer Service?
If you don't find the answer to your questions on this page, please contact us:
Phone: +371 67 854 280;
Fax: +371 67 207 285;
E-mail: order@mono.lv.