FAQ
ORDERS & PRODUCTION
Is this bag already made? Some bags in our collection are in stock and ready to ship within 2 business days. Others are made to order — your bag is crocheted by hand once you purchase. The product page will always tell you which.
How long does it take to receive my bag? Made-to-order pieces take 7–14 business days to produce, plus 2–5 business days to ship. Most orders arrive within 2–3 weeks. In-stock pieces ship within 2 business days. Custom pieces — different size, shape, or hardware — take 4–8 weeks. See our Request a Custom Piece page.
Can I rush my order? Yes. Most pieces are made to order and typically ship in 7–14 business days. For urgent requests, we offer Rush Production — your order moves to the top of the queue and ships in 1–3 business days, depending on the tier you select. Rush Production starts at $150 and is available as an add-on in our collection. For expedited shipping, select USPS Priority Mail Express at checkout. For same-day or next-day rush, email orders@moniquevsantos.com before placing your order so we can confirm availability.
Why is each bag slightly different? Because every bag is made by hand, by one maker. Small variations in stitch, weight, color depth, and finishing are part of what makes each piece unique. These are not flaws — they are signatures.
SHIPPING
How much does shipping cost? $8 flat rate on all US orders. Free shipping on orders over $200.
Which carrier do you use? USPS Priority Mail or USPS Ground Advantage, depending on weight and destination. Every order includes tracking, sent to your email the moment your bag ships.
Do you ship internationally? Not yet. We currently ship within the United States only.
Where do you ship from? New Jersey.
RETURNS & EXCHANGES
Can I return my bag? In-stock pieces can be returned within 14 days of delivery, unused, with tags, and in their original packaging. Made-to-order and custom pieces are final sale because they are crocheted specifically for you.
Something arrived damaged. What do I do? Email orders@moniquevsantos.com with photos within 48 hours and we will make it right.
CARE
How do I care for my bag? Spot-clean only with a damp cloth and mild soap. Do not machine wash. Do not submerge. Store flat, away from direct sunlight. Avoid heavy moisture. With reasonable care, your bag will last for years.
What if the strap stretches or a stitch loosens? Email us at orders@moniquevsantos.com with photos. Small repairs within the first year are on us.
CUSTOM & WHOLESALE
Can I request a custom piece? Yes. Visit our Request a Custom Piece page to submit a request. We will follow up within 48 hours with a quote and timeline.
Do you offer wholesale, or sell through salons? We partner selectively with salons and boutiques. For inquiries, email partnerships@moniquevsantos.com.
STILL HAVE QUESTIONS?
Email us any time at support@moniquevsantos.com. We read every message.