How can we help you ?
FREQUENTLY ASKED QUESTIONS
MY ACCOUNT
1 • How to log into your account
I’ve forgotten my password, how do I log into my account?
Don’t worry if you’ve forgotten your password, you can reset it with just a few clicks! First, click on “Forgotten your password?”. A new password will be generated automatically and sent by email if the email provided belongs to a monbento account. You can then change your password in your Personal Space under the Account Information tab. Having trouble? Contact our customer service team for help. Don’t worry if you’ve forgotten your password, you can reset it with just a few clicks! First, click on “Forgotten your password?”. A new password will be generated automatically and sent by email if the email provided belongs to a monbento account. You can then change your password in your Personal Space under the Account Information tab. Having trouble? Contact our customer service team for help.
How do I check my purchase history?
If you wish to view your order history or download an invoice, go to your Personal Account in My Account, section "My Orders". Orders will only appear if they were placed when you logged into your account. Orders placed in "guest mode" cannot be added to a personal account afterwards.
2 • Account deletion
How do I delete my account and personal information?
Do you want to delete your monbento account? You can delete your account by contacting our customer services team. Deleting your account will mean you are no longer able to access your purchase history.
MY ORDER
1 • Checkout
How do I know my order has been placed?
You will receive a confirmation email a few minutes after placing your order. Once your order has been dispatched, we will send you a further email with an online tracking number for your parcel. In the event that you haven’t received an email, please check your spam or junk mail folder.
Not sure? Just go to My Account to check the status of your order:
- Being processed: this means our logistics team is preparing your order, ready for dispatch
- Completed/Delivered: this means your order has left our warehouse and is with our carrier. Once this has happened, track your parcel on the carrier’s website!
Not sure? Just go to My Account to check the status of your order:
- Being processed: this means our logistics team is preparing your order, ready for dispatch
- Completed/Delivered: this means your order has left our warehouse and is with our carrier. Once this has happened, track your parcel on the carrier’s website!
Is an item reserved once it is in my shopping trolley?
Once you have placed an item in your shopping trolley, it will be held for a few minutes to allow you time to complete your order. After this time, items will show in your shopping trolley but are no longer held for you. Please note that after a while your order will expire unless you complete the order by making a payment. If this happens, just click “reload” in your purchase history to place the items back in your basket.
2 • Change your order
Can I add an item to my order?
You already checked out but another item has caught your eye? If your order hasn’t yet been dispatched, you can still add an item. To do this, please contact our customer service team by phone or email right away. We will put your original order on hold and talk you through how to add an item.
How do I change my order once I have received confirmation (change order)?
Oops! Have you purchased the wrong item and want to change your order? If your parcel hasn’t yet been dispatched, there is still time. Contact our customer service team by phone or email right away.
3 • Check your order status
How do I check my order's status?
To find out the status of your order, log into your account using your email address and password. The “awaiting payment”, “being processed” or “dispatched” status of your order is shown in real time.
I haven’t heard anything about the status of my order, what should I do?
If you haven’t had any news about your monbento order, please first check your spam or junk folder for the confirmation email. You can also check whether the order is listed in your purchase history (by signing into My Account). In the event that your order isn’t listed or showing as “Being processed” or “Completed”, please contact our customer service team. Your payment may not have gone through.
Please note that during sales, promotions and at the end of the year we are very busy with our customer orders and they may take a little longer to process.
Please note that during sales, promotions and at the end of the year we are very busy with our customer orders and they may take a little longer to process.
How long does it take to process an order?
We know you want to receive your monbento order. We, too, can't wait for you to have our favorite products in your hands. Our logistics team does everything possible to ship your orders as quickly as possible, on average within 24 to 48 hours (excluding weekends and public holidays).
Please note that during sales, promotions and at the end of the year we are very busy with our customer orders and they may take a little longer to process.
Please note that during sales, promotions and at the end of the year we are very busy with our customer orders and they may take a little longer to process.
4 • Data protection
Is my data shared with third parties?
The information you provide through our website is strictly confidential. It will not be shared with any third party – other than the delivery company – and are used exclusively for the purposes of fulfilling your order: The information you provide through our website is strictly confidential. It will not be shared with any third party – other than the delivery company – and are used exclusively for the purposes of fulfilling your order:
- Your postal address allows us to deliver your parcel - Your email address allows us to send you an electronic invoice, confirmation that your parcel has gone to the delivery company and your parcel tracking number - Lastly, your phone number allows us to contact you in the event of a problem (incomplete address details, parcel returned by the delivery company, etc.).
If you have shared your email address in order to subscribe to our newsletter, it will only be used to send you our newsletters.
- Your postal address allows us to deliver your parcel - Your email address allows us to send you an electronic invoice, confirmation that your parcel has gone to the delivery company and your parcel tracking number - Lastly, your phone number allows us to contact you in the event of a problem (incomplete address details, parcel returned by the delivery company, etc.).
If you have shared your email address in order to subscribe to our newsletter, it will only be used to send you our newsletters.
How can I rectify my personal data?
Client account
In accordance with data protection regulations, you may rectify your personal data at any time, and even delete it. To do this, log into your account using your email address and password.
Subscription to the newsletter
You may unsubscribe from our newsletter any time by clicking on the link: “Click here to unsubscribe”, which is located at the bottom of our newsletters.
5 • Cancellation of my order
What should I do if I want to cancel an order that I’ve already paid for?
There are two options for cancelling an order you’ve already paid for: There are two options for cancelling an order you’ve already paid for:
- Your order hasn’t yet been sent: contact our customer services department immediately using our online contact form - Your parcel is out for delivery or has already arrived at the selected delivery address: fill out the returns form (found at the bottom of the website home page) and follow the instructions shown in the document.
- Your order hasn’t yet been sent: contact our customer services department immediately using our online contact form - Your parcel is out for delivery or has already arrived at the selected delivery address: fill out the returns form (found at the bottom of the website home page) and follow the instructions shown in the document.
PAYMENT
1 • Means of payment
How can I make a payment online?
Regardless of the country of delivery, you can pay for any online purchase using either a debit card or PayPal.
Within France you can also pay by cheque. The order will be processed once the cheque is received.
Is online payment secure?
You can make purchases through the monbento site with total peace of mind. Payment is completely secure and guaranteed by our bank or by PayPal. None of your confidential data is stored on our site. The bank automatically encrypts your personal data as soon as it is entered. So nobody has access to your bank details, not even monbento.
2 • Invoice
Where can I find my invoice?
In order to access your invoice, if your order was placed from your account, log in to your customer area using your email address and password. Click on the "My account" tab, then "My orders" and "View order". You will then find the "Print your invoice" section where you can view and download your invoice.
3 • Discount codes and promotions
How do I apply my promo code?
Once you have filled your cart, you can apply a promotional code to your order just before you check out.
- Before selecting your payment method, click on "apply discount code" below the list.
- Enter the code and click on "Apply discount" button.
- Before continuing, please check that the discount has been applied to the purchase price.
It is also possible to enter the discount code in your shopping cart page clicking on « Apply discount code" on the summary.
Please note that, in the event that a promotional code is not validated, our technical system cannot apply a discount once an order has been already paid.
How do I keep up to date with news about promotions?
Are you keen to hear about any upcoming promotions? To be informed, we invite you to suscribe to our newsletter our follow us on social medias.
ORDER DELIVERY AND TRACKING
1 • Delivery
What are the delivery charges?
Details of delivery charges can be found on the “Deliveries” page of our website.
How do I get free delivery?
Details of how to get free delivery can be found on the “Deliveries” page of our website.
Will I have to pay customs duties?
All orders placed on our website that are going to countries within the European Union are exempt of customs duties.
For orders going to countries outside the European Union, merchandise may be subject to customs duties. This means that payment of customs duties and VAT may be requested when your order is delivered and these must be paid directly to the delivery company.
For orders going to countries outside the European Union, merchandise may be subject to customs duties. This means that payment of customs duties and VAT may be requested when your order is delivered and these must be paid directly to the delivery company.
What delivery options are available on the online store?
The list of delivery options available on the online store can be found on the “Deliveries” page of our website.
How long before my order is delivered?
Delivery times depend on your location. It generally takes between 24 to 72 hours for delivery within mainland France, whether to a pickup point, post office or to your home. This is the case for all of our delivery partners. For international orders, your items usually arrive within 7 days. Please note that during sales, promotions and at the end of the year we are very busy with our customer orders and they may take a little longer to process.
2 • Order tracking
How do I track my order?
To find out the status of your order, log into your account using your email address and password. The “awaiting payment”, “being processed” or “dispatched” status of your order is shown in real time. To track your package, click on the tracking number link in your order confirmation email. If you placed the order while logged into your account, you can track your package from your personal space.
My tracking number doesn’t work, what should I do?
You can follow the status of your order 12 hours after receiving your confirmation email by using the tracking number directly on the delivery company’s website. If, once 12 hours have passed, the tracking number doesn’t work, please contact our customer service team stating your order reference number.
What should I do if the delivery company couldn’t find my address and wasn’t able to deliver?
If the delivery company has not found your address and has been unable to deliver, you will be contacted either by the delivery company or by monbento so that we can check your address before the parcel is returned. If your parcel is returned to us, we will contact you in order to resend your order.
What should I do if my address has changed since the order was placed?
If your address has changed since the order was placed, contact our customer services department using the online contact form.
How do I contact the delivery company?
How do I contact the delivery company?
Contact details for your delivery company can be found by clicking on the link provided with the order number received in your dispatch confirmation email. This link will take you straight to the delivery company website.
How do I collect my parcel when it is no longer available at the pickup point/post office?
The delivery company will send you an email or text notification once your parcel has reached the pickup point or post office. Once a given time period has lapsed, the parcel will automatically be returned to the dispatcher. Unable to collect your parcel on time? Send an email to our customer service team stating your order number.
How do I collect my parcel if I was out when delivery was attempted to my home?
If you are out when the delivery company attempt to deliver your parcel at home, a card will be posted through your letterbox. You can arrange redelivery through the delivery company’s website. Sometimes, the parcel may be left at the nearest pickup point. Please contact our customer service team if you need help.
3 • A problem with my order
What do I do if an item is missing from my order?
We regret to learn that your order arrived incomplete. In the event that an item is missing from your order, please contact our customer service team with your order number.
This isn’t what I ordered, what do I do now?
We regret to learn that there is a mistake on your order. In the event that you have received an item you didn’t order, please contact our customer service team with your order number and a picture of the item mistakenly received.
RETURNS, EXCHANGES AND REFUNDS
1 • Returns / cancellations
Where should I send returns?
In case of withdraw, products must be unused and in their original packaging within 14 days after receiving your order, a quality check will be done on receipt.
Return fees are at the charge of the customer.
monbento address :
Return fees are at the charge of the customer.
monbento address :
monbento
12 impasse des Acilloux
63800 Cournon d'Auvergne
France
What should I do if I want to return only part of my order?
If you would like to return only part of your order, fill out the returns form (found at the bottom of the website home page) and follow the instructions shown in the document. Please note that if you have purchased a set, we will not be able to refund each item separately. The whole pack must be returned to us.
Special Christmas return policy
For all orders placed between November 1 and December 31 2021 the withdrawal period is extended until January 31 2022. This return policy applies to all orders placed on monbento website on presentation of the withdrawal form and the purchase invoice or the initial order number. The products must be returned new, unused and in their original packaging in good condition.
2 • Refund
What are the terms and conditions for receiving a refund for my returns?
You have 2 weeks from date of receipt to return products against refund-
Products must be unused and in their original packaging, a quality check will be done on receipt.
In case of withdraw, return fees are at the charge of the customer. Please join in a small note specifying your order number, so the package can be redirect quickly on receipt. Keep the tracking given by the carrier till the refund will be done.
Refund will be processed on receipt of the goods after quality control validation.
For hygiene reasons, monbento may refuse to accept a returned or cancelled item if it has been used.
Exception to the right of withdrawal for ultra-customized products
Ultra-customized products including the engraving of a text or an imagery are made at the request of the Buyer and their manufacture requires special adaptations to meet technical and aesthetic needs.
As a result, the Buyer cannot withdraw from the contract for an ultra-customized product.
Products must be unused and in their original packaging, a quality check will be done on receipt.
In case of withdraw, return fees are at the charge of the customer. Please join in a small note specifying your order number, so the package can be redirect quickly on receipt. Keep the tracking given by the carrier till the refund will be done.
Refund will be processed on receipt of the goods after quality control validation.
For hygiene reasons, monbento may refuse to accept a returned or cancelled item if it has been used.
Exception to the right of withdrawal for ultra-customized products
Ultra-customized products including the engraving of a text or an imagery are made at the request of the Buyer and their manufacture requires special adaptations to meet technical and aesthetic needs.
As a result, the Buyer cannot withdraw from the contract for an ultra-customized product.
How long before I receive a refund for a returned item?
The returns process gets underway as soon as the item reaches our warehouse. A refund will take up to 14 days. As soon as the refund has been processed, you will receive an email with the subject heading “Credit Note” - this is your refund. Keep the tracking given by the carrier till the refund will be done.
3 • Exchanges
How do I exchange one or more items?
You will need to outline on the form which article you wish to exchange. Please note that exchanges can only be made for items that are the same price or lower. You will receive a refund for the difference once the exchange has been processed.
PRODUCTS
1 • PRODUCT MATERIALS
Are monbento products guaranteed BPA/BPS and phthalate free?
All monbento products are made using high quality, food safe materials and guaranteed BPA/BPS and phthalate free.
What materials are monbento products made from?
Monbento product material information can be found on our online store under the “composition” header of each product description.
Where are monbento products manufactured?
Monbento products are designed in France and manufactured in China in factories selected in accordance with strict regulations; this applies to all products apart from the MB Original bento box, which is designed and produced in France.
Do monbento products conform to European and world standards?
Monbento products conform to all European, and worldwide, food standards. Independent international bodies regularly carry out quality controls.
Is a scuffed or scraped monbento product bad for health?
All monbento products are made using high quality, food safe materials and guaranteed BPA/BPS and phthalate free. Scuffs and scrapes do not lead to materials contaminating the food inside the monbento products. Monbento products are completely safe even when they are scuffed or scraped.
2 • PRODUCT USE
Are monbento products airtight?
Details on relevant products can be found on our online store under the “features” header of each product description.
Are monbento products insulated?
Details on relevant products can be found on our online store under the “features” header of each product description.
Can monbento products be used in the microwave?
Details on relevant products can be found on our online store under the “features” header of each product description.
Can monbento products be used in a conventional oven?
Details on relevant products can be found on our online store under the “features” header of each product description.
Are monbento products freezer-safe?
Details on relevant products can be found on our online store under the “features” header of each product description.
Are monbento products dishwasher-safe?
Details on relevant products can be found on our online store under the “features” header of each product description.
Can I put monbento products in the washing machine?
Details on relevant products can be found on our online store under the “features” header of each product description.
3 • Product range and stocks
Where can I find monbento products?
The monbento products are available on our online shop. You can also get them in the shops of our resellers. To find the nearest points of sale, see the map available on our website at the bottom of the page.
How can I keep up to date with monbento news?
To stay up to date with monbento news, you can: To stay up to date with monbento news, you can:
- Register for the monbento newsletter. Go to the “newsletter” header at the bottom of the home page and simply register your email address. We won’t share your address with any third party and you can unregister at any time.- Follow the monbento Facebook page- Sign up to @monbento on Instagram - Sign up to the monbento YouTube channel- Go the “news” header on the monbento website
If you have any specific questions, please contact our customer service department using the online contact form.
- Register for the monbento newsletter. Go to the “newsletter” header at the bottom of the home page and simply register your email address. We won’t share your address with any third party and you can unregister at any time.- Follow the monbento Facebook page- Sign up to @monbento on Instagram - Sign up to the monbento YouTube channel- Go the “news” header on the monbento website
If you have any specific questions, please contact our customer service department using the online contact form.
What should I do if the product I want to buy is out of stock?
To find out when an out of stock monbento product becomes available, simply register to receive an availability alert by going to the top right hand corner of the product details section of out of stock items on our online store.
GUARANTEE ANDS AFTER SALES SERVICE
1 • Product maintenance and repair
I have lost or broken part of my product (cover, lid, hinge, container, etc.). How do I get a replacement?
Should you lose or break part of your monbento product, you can go to the “accessories” tab on the online store where you will find many spare parts in a range of colours to get your product back in working order.
If the item you need isn’t shown on the list of available parts, please contact our customer service department using the online contact form.
If the item you need isn’t shown on the list of available parts, please contact our customer service department using the online contact form.
2 • Guarantee
Are monbento products guaranteed?
Monbento products are guaranteed for 2 years. Our lunch box has a further 1 year additional guarantee, so a total 3-year guarantee. Monbento products are guaranteed for 2 years. Our lunch box has a further 1 year additional guarantee, so a total 3-year guarantee.
To make a claim using this guarantee, you can: - For purchases made through our online store: contact our customer services department using the online contact form and by providing your order number. - For purchases made through a retailer: contact our customer services department with your receipt.
To make a claim using this guarantee, you can: - For purchases made through our online store: contact our customer services department using the online contact form and by providing your order number. - For purchases made through a retailer: contact our customer services department with your receipt.
How do I use the guarantee?
When you acquire a monbento product, it is meant to be the beginning of a long love story.
All our references are guaranteed 2 years from date of purchase, and an extended one year guarantee is offered with each bento box. Warranty covers exclusively identified flaws related to a potential lack of conformity of the product.
Despite all the care and attention provided to our monbento range, sometimes it happens, should you notice or suspect a defect within the next 24 to 36 months of use, please contact us!
Loss, breakage or damages related to a usage that does not comply to user recommendations do not fall under the warranty. So beware of overenthusiastic manipulations.
To activate the warranty, our team will need the following:
- photos of the defective part (as precise as possible)
- order number or name of the person having ordered if the product was acquired on the monbento site
- invoice copy with date of purchase for in-store or other site purchases
- postal address and telephone number
All our references are guaranteed 2 years from date of purchase, and an extended one year guarantee is offered with each bento box. Warranty covers exclusively identified flaws related to a potential lack of conformity of the product.
Despite all the care and attention provided to our monbento range, sometimes it happens, should you notice or suspect a defect within the next 24 to 36 months of use, please contact us!
Loss, breakage or damages related to a usage that does not comply to user recommendations do not fall under the warranty. So beware of overenthusiastic manipulations.
To activate the warranty, our team will need the following:
- photos of the defective part (as precise as possible)
- order number or name of the person having ordered if the product was acquired on the monbento site
- invoice copy with date of purchase for in-store or other site purchases
- postal address and telephone number
What does the guarantee cover?
Warranty covers exclusively identified flaws related to a potential lack of conformity of the product.
3 • After sales service
I have received a faulty item, what should I do?
To activate the warranty, our team will need the following:
- photos of the defective part (as precise as possible)
- order number or name of the person having ordered if the product was acquired on the monbento site
- invoice copy with date of purchase for in-store or other site purchases
- postal address and telephone number
- photos of the defective part (as precise as possible)
- order number or name of the person having ordered if the product was acquired on the monbento site
- invoice copy with date of purchase for in-store or other site purchases
- postal address and telephone number
RETAIL OUTFITS
I would like to buy monbento products in store, how do I find your sales partners?
If you would like to find our worldwide retailers, please click the “Where to find us” tab at the bottom of the monbento.com page. You can then search our partners using your postcode, town or country.
JOB OPPORTUNITIES
Would you like to join the monbento team?
Visit our recruitment page at https://www.monbento.com/monbento-recrute/ to submit your application.
If your application is successful, you will hear from us within 8 days of confirmation of receipt.
If your application is successful, you will hear from us within 8 days of confirmation of receipt.
BUSINESSES AND RETAILERS
Are you a business, foodservice operator or French or international retailer? Would you like to increase your sales by stocking monbento products?
Stand out from the competition by contacting our marketing department via the Business Space on the monbento.com website.