Shipping policy

Shipping fees are automatically calculated when you add items to your cart. Please create a profile and choose your country to get the most accurate shipping cost you may have to pay. The shipment is tracked, so you will get a tracking number. Any shipping, customs fees, taxes and similar surcharges are covered entirely by the client.


DELIVERY OF DIGITAL PRODUCTS

Once your payment is confirmed, you will receive an email with a link to download your digital files. If you paid with PayPal or a credit card, it may take a few minutes for your download link to be sent to you.
You can also download your files at any time using the download button that you will find on the purchased product page and in the purchase history within your account.
If these options do not appear, contact us by telling us your name, email, your order number and which products you have purchased.

I have forgotten the email address I used to make the purchase. What can I do?
If you have forgotten the email address you registered with and cannot access your products, send us a message telling us:

  • Your full name
  • Address (billing address, the one you added when making the purchase).
  • Which product(s) you purchased.
  • Your current email address.

We will check our database and contact you as soon as possible at your current email address.


SHIPMENT OF PHYSICAL PRODUCTS

In the description of each product, you will find the approximate date when you will receive the product. This includes the processing time (how long it takes us to create the product and prepare it for shipping) and the transit time (how long it takes to arrive in your country with a shipping agency). Our products come wrapped in strong, waterproof plastic bags to ensure they arrive in good condition.

Shipments are made from Spain. These are the transit times:

Country Estimated Delivery
Spain 2 - 3 business days after shipment
Europe 5 - 8 business days after shipment
Rest of the world 8 - 10 business days after shipment


If your order includes a pre-order or made-to-order item, the whole order is held until every item is available. If you would like your in-stock items to ship first, you will need to place a separate order. This does not apply to digital products, as they are automatically delivered by email at the time of purchase.


TAX & CUSTOMS

When buying from another country, you may be charged additional fees depending on the import taxes or customs duties of your home country. You may need to pay the charges once you receive your order.


COMMON SITUATIONS

  • I think my package has been lost: MonPattern shipments are tracked, so it is very difficult for them to get lost. If you live outside the EU, it's not uncommon for tracking to stop updating for several days at a time even though the package is still en route, especially when clearing customs or at different times of the year (Christmas, New Year, holidays...). As it is a tracked shipment, the transport agency has the location of your order at all times and you can contact them if you have any questions.
  • If the customer is not present at the delivery address, a new delivery attempt will be made the following day. After these two home delivery attempts, the package will be sent to a nearby office, agency or ParcelShop to be collected by the customer. Generally, a notification is received for each delivery attempt, however, it is not unusual for the carrier to forget to notify you.
  • The tracking says delivered but I didn’t receive it: When the carrier has not had time to make the delivery, it’s common for them to scan the package as delivered and complete the delivery the next day. Sometimes they may also leave it with a neighbor or in your mailbox. If the tracking shows “delivered” but you cannot find the package, you must contact your local post office directly to open an investigation.
  • Wrong address: Please double-check that the address you provide is correct. 
  • The package is taking a long time to arrive: For shipments outside the EU, delivery usually takes 8–10 business days from the shipping date (not from the order date, since each product has its own processing time). Customs or busy seasons may extend this timeframe.

If your situation is not any of the above, contact your nearest post office. With the tracking number, they will be able to tell you the location and status of your order.


DELAYS AND DELIVERY ISSUES

Once the package has been handed over to the shipping company, MonPattern is not responsible for delays, loss, damages, or any errors caused by the courier. All orders are shipped with tracking, and you will receive a tracking number to follow your package.

If you have questions about the status of your shipment, we recommend contacting your local post office directly, as they are best prepared to help with detailed information.

If your package arrives damaged or incomplete, take photos of the damage (including the shipping label, the torn packaging before opening, and the damaged product) and file a claim directly with the courier, as they are responsible for handling incidents during transport. Claims must be made within 48 hours of delivery.


WHAT HAPPENS WITH UNDELIVERED PACKAGES?

If a package cannot be delivered due to reasons outside MonPattern’s control, it will usually be returned to us. Once we receive it, we will contact you to arrange a second shipment (shipping costs to be covered by the customer).