FAQs
Shipping and Delivery
What is pre-order?
We get it - you guys can’t get enough of the Our Comfy Monkey collection, literally! Sometimes when our products start selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put those products up for pre-order before they’ve arrived. This allows our customers to reserve their favourite pattern and ensure they get their hands on the product of their dreams.
How does shipping and delivery work?
You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your product is on its way - now what?
Once an order is placed, our team will carefully collect your order from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.
Sometimes there is too much love to put in one parcel so you may get multiple packages from our different fulfilment locations across Sri Lanka. Not to worry though, they will still be sent at the same time.
Your order will then gently be sent via our courier partner and then it should be safely in your patiently waiting hands within 2-8 business days.
Although we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the delivery driver and they may leave your package in a safe place.
**Please note: all shipping timeframes are from the advertised date of dispatch.
How much do I pay for shipping?
If you’re located in Sri Lanka, not a cent! We send out all orders via free standard shipping. Delivery quotes us 2-8 business days for this delivery service after your order has been picked and packed.
For all our International friends across the world, shipping charges may include. Our standard shipping timelines for international orders are between 6-12 business days from when they're dispatched from the fulfilment centre.
How do I track my order?
Yay, time to celebrate – it’s on its way! After we pass your order to our courier partner, we will send you a shipping confirmation email.
Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
What is insured shipping?
Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue with our courier partner (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase insured shipping, after our investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straightaway.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost, Although our courier partner quote us 2-8 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, you may get an update to advise of a ‘delayed’ delivery date.
If your item still hasn’t been delivered within 12 days, please contact us and we can launch an investigation with GrassHoppers.
*Please note: Once we pass your order to our courier partner, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by our courier partner. We are able to contact them on your behalf to resolve any issues. We will always do our best to get the issue sorted as quickly as possible for you.
Can I change my shipping address?
Oops, Order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the our customer care hotline.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
Whilst we started in Sri Lanka, our Products are loved all over the globe! We do ship internationally via this store.
Are there any customs/import fees?
All of our products are shipped right here in Sri Lanka, out of our distribution centres. This means there’s no need to stress about any customs fees.
Product Questions
How is my Order packaged?
We are just as excited as you are for you to receive your order, and we’ve dressed it up for the occasion! Your order will be secured in your own personal storage bag - we want everyone to feel like their order delivery is special, even if it's a gift to yourself! All orders come packaged in a branded mailing satchel, so you know exactly what item has turned up on your doorstep.
Size Guides
Our awesome products are currently in sizes of XS,S,M,L,XL,XXL and Free Size in most designs, This design is ideal for those 16 years and above for the perfect fit. All of our products are made individually with love so there may be a slight size variation per order.
Care Instructions
Standard care options for our products are as follows:
- Hand or machine wash in cold water
- If machine washing, ensure a gentle cycle is selected
- Use only mild detergents (approved for wool/ silk)
- Avoid mixing with other colours
- Do not tumble dry
- Do not iron
- Do not dry clean
Will you restock an item?
Missed out on your favorite pattern, and now the world just seems that little bit colder? Don’t worry, we continuously restock all patterns, so keep an eye out on the website for when they will be available again.
Is it overpriced?
Oh dear, you can definitely tell the ones who haven’t experienced the our products themselves yet! We can promise you, the products are worth every penny. we ensure to source only the best possible materials for our adorable product so that they are designed to last! you’ll know exactly what we’re talking about.
Do you take suggestions or customs designs?
We’re here to take your suggestions – the weird, the wonderful, and the just plain wacky! Feel free to suggest your artistic vision Unfortunately we can’t guarantee your design will be made, and are not yet offering custom products at this point – sorry friends!
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase please email us at hello@pissukanna.com for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs our product in their life (or just trying to earn some major brownie points)? It is the perfect gift! You can ship our products directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address.
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry! We think sending our product is a message of love enough though.
Are you stocked in any stores anywhere?
Nope, it’s just us! Our Products are only available on our online store.
www.pissukanna.com
I can’t add a product to my cart?
Nobody panic! If you can’t add an item to cart, it may unfortunately be a sold out item. We update our website regularly so your favorites won't be missed.
Returns and Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer free returns for 4 days from the date of receiving the order.
However, not all items are eligible. Any exclusions will be called out on product pages and/or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 4 days of the receiving of the order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return my Order?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 4 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes the order is just not quite the right fit for some people. You can certainly return your order to us for a full refund, provided it is returned within 14 days.
*Please note: All orders must be returned in like new condition, original bag and bow to be eligible for a return.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Can I exchange my order for a different product?
Another pattern caught your eye? It happens – trust us, our wardrobes are full of them! You can certainly return your order to us for an exchange to a new pattern, provided it is returned within 4 days.
*Please note: all orders must be returned in a new condition, with the original bag and bow to be eligible for a return.
Do I have to pay for returns?
We’ve got you covered here too. All returns (for both refunds and exchanges) within Sri Lanka will be covered for you which means no expense! Just contact our friendly team a hello@pissukanna.com and they will be able to help you along the way.
*Please note: Unfortunately we are unable to create free return labels for our international customers, so if you’re needing to return from across the ditch then simply contact our team who will assist you with organising your return.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get the orders in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from our courier partner as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant directly.
Payment
How secure is your payment?
All jokes and puns aside - your privacy and security is our highest priority. We use OnePay,MintPay & KOKO which is an extremely secure and highly encrypted systems designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions.
Need a little longer to pay for your Comfy Monkey order? We offer other payment gateways which enable various payment methods!
Do you have payment plan options?
For when payday is just that bit too far away, we have payment plan available.
*Please note: These are separate companies to us and you will need to create an account with either of them.
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.
I forgot to use my discount code!
Maybe your order purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely Comfy Monkey team at hello@pissukanna.com and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.
Do you do gift vouchers?
Want to share that love? Unfortunately, we don’t offer gift cards or vouchers, but we have a flexible return policy - so you can buy that lucky person a product, and we can help them find the right design!
If your item still hasn’t been delivered within 12 days, please contact us and we can launch an investigation with our courier partner.
*Please note: Once we pass your order to our courier partner, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by GrassHoppers. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.
What currency is the store in?
All pricing for our Sri Lankan store is listed in Sri Lankan Rupees (LKR).
Contact Us
I have an issue with my order, what can I do
Something not quite right with your order? Don’t worry, our Comfy Monkey team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is hello@pissukanna.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from all over the world, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
*Please note: These are separate companies to us and you will need to create an account with either of them.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful Comfy Monkey stories, as it warms our hearts to see our products being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us at hello@pissukanna.com.
Where are you located?
Our Sri Lankan Comfy Monkey HQ and Customer Service team are located in Nugegoda, Sri Lanka.Your order starts its journey out into the wide world from our fulfilment center in Sri Lanka.
*Please note: Our Comfy Monkey HQs are not a retail stores and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.
Emailing list
Want fun, pun-filled, and always adorable emails straight to your inbox (plus stacks of awesome offers and discounts!)? Of course you do! You can sign up to our mailing list by emailing us at hello@pissukanna.com and asking to jump on board.
Inbox hitting 1k and doing a spring clean of all those businesses you’ve signed up for? You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link - (we’ll miss you though!).