FAQs

Deliveries

  1. Where is my order?

Once your order is successfully placed, you will receive a confirmation email which includes your tracking number and tracking information.

With this tracking number you will be able to know and locate the status of your order in three different ways.

  • Entering the page of our service partner Quiken (Envía) envia.com and adding said number in the section of "tracking".
  • You will receive email notifications from Quiken (Send) sharing the current status of your order until it is delivered.
  • Enter the page of the parcel used and add said number in the tracking section.
  1. What can I do if I do not receive this confirmation?

If you do not receive the aforementioned confirmation, please contact servicioalcliente@moneban.com or to the chat found on our page so that a member of the team can provide you with a solution as soon as possible. To track your order, you must provide your full name, email and order number.

  1. What is the delivery time of my purchase?

The delivery time of our orders is from 3 to 5 business days.

  1. Do you deliver nationwide?

We deliver throughout the Mexican Republic and soon we will be arriving in Latin America and the United States.

  1. Can my order be delayed due to the pandemic?

Due to the pandemic caused by the coronavirus, some of the orders may experience delays.

For complete information about our COVID-10 update please visit the following link: https://edasi.com/pages/covid-19

  1. Can I change the delivery address of my purchase once I have placed my order?

Any change in personal data, including address and contact number, must be made as soon as possible, since once your order has been sent, it cannot be modified.

To make the change, the user must contact servicioalcliente@moneban.com or the chat that is located on our ppage and provide the following:

  • Full name of the buyer
  • Email
  • Order number
  • New data to consider

In the event that you wish to make any changes once the order has been delivered, please follow the process found in the section on changes and returns.

Changes

  1. Can I make any changes once I receive my purchase?

Once your order is received, you have up to 30 days to make any changes.

  1. How can I change a product?

To make a change you must follow the following guidelines:

  1. Contact clienteservice@moneban.com or the chat found on our page and provide the following:
    • Buyer's full name
    • Email
    • Order number
    • Products you want to change
    • Reasons for change

Our team will respond within 2 business days after receiving the information.

  1. The user will receive the labels/guides for the change by email once it has been approved.
  1. Once the instructions to make the change have been received, the user must introduce the items in the original packaging and deliver the package to the corresponding parcel service for shipment.
  1. The products must be returned in perfect condition, with their labels and in their original packaging. These will be examined by the quality control team. In the event that there is any defect, such as breakage, stains or it is detected that the item was used, the change will not be accepted.

In the event that the product is not eligible for exchange, the user must pay for shipping to return it. Edasi can only make one change per order.

Returns

  1. How can I return a product?

Edasi does not offer returns, these are only accepted in damages approved by the team.

To report a damaged item, please follow the guidelines below:

  1. Contact customerservice@moneban.com or to the chat found on our page and provide the following:
    • Nfull name of the buyer
    • E-mail
    • Norder number
    • Evidence of damage (Photographs)

Our team will respond within 2 business days after receiving the information.

  1. Use the change process for this request as a reference.

In the event that the user no longer wants the product, once it is received by us, a refund will be made. The refund process is seen in real time and depending on the client's bank, it may take up to 30 business days to be reflected.

  1. What type of packaging should the user use to exchange an item?

The user must use the original packaging. If this package is not available, some other type of box suitable for transport must be provided. In the event that the product is not eligible for exchange, the user must pay for shipping to return it.

Problems in the order

  1. What should I do if my item has a defect?

To report a damaged item, please follow the guidelines below:

  1. Contact customerservice@moneban.com or the chat found on our page and provide the following:
    • Buyer's full name
    • Email
    • Order number
    • Evidence of damage (Photographs)

Our team will respond within 2 business days after receiving the information.

  1. Use the returns process for this request as a reference.
  1. What should I do if I received an incorrect item than the one I ordered?

To report the shipment of an incorrect article, please follow the guidelines below:

  1. Contact customerservice@moneban.com or the chat found on our page and provide the following:
    • Buyer's full name
    • Email
    • Order number
    • Evidence of incorrect items (Photographs)

Our team will respond within 2 business days after receiving the information.

  1. Use the returns process for this request as a reference.
  1. What should I do if I received my order and an item is missing?

To report a missing item, please follow the guidelines below:

  1. Contact customerservice@moneban.com or the chat found on our page and provide the following:
    • Buyer's full name
    • Email
    • Order number

Our control team will review the request internally and once the pending item is confirmed, the delivery will be made in 3-5 business days.

In the event that the user no longer wants the product, a refund will be made. The refund process is seen in real time and depending on the client's bank, it may take up to 30 business days to be reflected.

  1. Can I cancel an order once it has been placed?

The user will be able to cancel an order before 1:00 pm after completion your order. Once a confirmation email with tracking number and guide has been shared, the user will not be able to cancel their order.

To cancel your order, please follow the guidelines below.

  1. Contact customerservice@moneban.com or the chat found on our page and provide the following:
    • Buyer's full name
    • Email
    • Number of order to cancel

Our team will respond within 2 business days after receiving the information.

  1. Once the order is cancelled, the user will be receiving a confirmation.
  1. The refund process is seen in real time and depending on the client's bank, it may take up to 30 business days to be reflected.

    Product and Inventory

    1. Where can I find a size guide?

    The size guides are found on the page of each product by clicking on the link “See size guides” of each product.

    1. Where can I find product care instructions?

    Information on the care of the articles is printed on the label of each product.

    1. How do I know I am buying an original item?

    All our items are original and are purchased directly from the brand we offer.

    Payments and promotions

    1. What forms of payment do you have?
    • Single display credit/debit card (Visa, Mastercard, American Express)
    • Credit/debit card through months without interest (Visa, Mastercard, American Express)
    • Cash payment through OXXO Pay
    • Pay Pal

    You can select the payment method you want at the time of finalizing the order.

    2. How many days do you have to make the payment through Oxxo?

    In the event that the payment method is through OXXO Pay, this must be completed within the following three days of having processed the order.

    1. What steps should I follow to make my payment through months without interest?
    1. Choose the payment method with credit/debit card.
    1. In the box to fill in that is the last one before finalizing the payment, select if this is required through a single payment (1x), in 3 payments (3x) or in 6 payments (6x).
    1. Click on finalize payment.
    1. What should I do if my payment was declined?

    In this case, we offer you three different options:

    • Enter the order again. It may be that the original order was not saved.
    • Try to use some other card.
    • CConsider making the payment through PayPal or cash at OXXO Pay.
    1. How can I pay in cash?

    The steps to follow to make the payment in cash in OXXO Pay with satisfaction are the following:

    1. Enter our page
    1. Select the products and add them to the cart.
    1. Select finalize order.
    1. Enter the required information. It is very important that you fill in all the spaces to obtain an effective purchase.
    1. Select the OXXO Pay payment method.
    1. Selecting the OXXO Pay method, you have up to 3 business days after your purchase to carry it out.
    1. You will receive a reference number in your email, which you will show to the nearest OXXO cashier when making your payment.
    1. Once your payment is made, the products are dispatched immediately so that you can gladly receive them in 3-5 business days.
    1. Enjoy your purchase!
    1. What is the process to request an invoice at the end of my purchase?

    To request an invoice, please follow the guidelines below:

    1. Contact clienteservice@moneban.com or the chat found on our page and provide the following:
      • Buyer's full name
      • Email
      • Order number
      • Billing Data
        • Company Name
        • RFC
        • Fiscal Address
        • Email
        • Phone

    Our team will respond within 2 business days after receiving the information.