faq

Heritage, uniqueness and innovative spirit drive us to concquer the highest peaks of excellence.

Thanks to our numerous online and in-store services, you will be able to enjoy a seamless shopping experience.

Online orders can be placed using a wide range of secure payment methods and delivery options. You can choose to have them delivered at a private address or at one of our boutiques.

If you need advice or assistance, simply contact our Client Service to get started. Moncler style advisors are there for you!

When getting together at the check out of your new order, you can choose to receive a direct payment link to your email. You will finalize the payment operation with one click, in the safest way!

As soon as you confirm your purchase online, we start preparing the order to ensure timely delivery.

Standard items can only be cancelled before the parcel is ready to be shipped. Custom items, being created just for you, can only be cancelled if their production has not started yet.

Should you wish to cancel any item in your order, contact our Client Service and we will be happy to check if the cancellation is still possible.

In case the order cancellation is no longer feasible, you can return or exchange standard items. Please note that personalised items and fragrances are not eligible for returns or exchanges.

Should you need further information, please consult our Return Policy and T&C of Sale.

Moncler has created a universal sizing system that aims to provide a unique reference for all countries.

You can easily spot the best size for you by referring to our Size Guide that provides a conversion table to all major country size systems.

The Size Guide is conveniently available on the page of each product.

For any size and fit inquiries, do not hesitate to contact us.

You can shop on Moncler.com using the following payment methods:

- All major credit cards, including American Express, China Union Pay, Diners, Discover, JCB, Mastercard, VISA.
- Selected mobile payment methods, including Alipay, Apple Pay, Google Pay, PayPal, Wechatpay.

Please be informed that your billing address must match the address on your credit card statement.

We invite you to verify at checkout the payment methods available at the time of your order. Please note that minimum and maximum amount limits may apply to certain payment methods.

Depending on the payment method, the order's amount may be charged as soon as the order is completed or a pre-authorization of payment may be required.

For payment methods requiring a pre-authorization, the amount of each item is only charged once the item has been prepared for shipment. Please however note that for all personalized items the payment is charged at checkout.

Moncler Online Store we guarantees the maximum security for all your purchases. We employ the most advanced encrypted services (SSL) and protected connections. You can see from the “HTTPS” URL prefix, and lock symbol that appears in the address bar of the browser.

Read more on how we safely manage payment data in the Privacy and Cookie Policy.

Please make sure that the information inserted at checkout is correct. If the system still doesn't accept your order, please contact your bank as they may blocking the transaction. You may also contact us for additional assistance.

At this time, we only accept one form of payment per order.

We invite you to verify at checkout the delivery options available for your shipping address at the time of the order.

STANDARD DELIVERY
Delivery timing: within 2 - 4 working days from the shipping confirmation email.
The preparation of your order will require 2 working days.
Some locations may require an additional 1/2 days for delivery.
Fee: Free

EXPRESS DELIVERY
Delivery timing: within 1 - 3 working days from the shipping confirmation email.
The preparation of your order will require 1 working day.
Some locations may require an additional 1/2 days for delivery.
Fee: 15€

USEFUL INFORMATION

Please note that working days are Monday through Friday, and that our Distribution Center is closed on national holidays:
Jan 1st, 6th; Apr 21st, 25th; May 1st; June 2nd; Aug 15th; Dec 8th, 25th, 26th.
Please plan your purchases as orders will not be shipped or delivered on these days.

Please note that delivery may be delayed due to natural disasters or unseasonable weather.

For security reasons, all purchases made on Moncler.com require a signature upon delivery.

All orders are delivered by UPS. If no one is available to sign for the package, the courier will make a total of 3 delivery attempts, generally on 3 consecutive business days.

After 3 failed delivery attempts, your order will be automatically returned to Moncler.

All the available delivery destinations can be selected at the check out page by selecting "Ship to".

Moncler.com does not ship orders to General Delivery and P.O. Boxes.

The delivery address of your order must match the country site in which you place your order. Please select the correct country site for your order from the link in the corner of every page.

Please note some items, such as fragrances, are subject to shipping limitations in certain countries or areas. You can check if your address of choice is eligible for shipment at check out.

You can request a return for any item purchased on Moncler Online Store within 20 days of the delivery date.

Once you have filled in the return form, you have up to 14 days to ship the parcel back to our Distribution Centre.

Returned items must comply with our Return Policy:

• They must be returned unworn, undamaged and unused, with all tags attached and the original packaging included

• Should you wish to return an accessory or a pair of shoes, please return it in the original box containing the item's Card of Authenticity. You can find the card (a QR code) in an envelope inside the original box.

• The package can only be shipped from the same country it was delivered to

• The purchase was done on Moncler.com, Moncler APP or through the online Click From Store service in a Moncler Boutique

• Less than 20 days have passed since the courier delivered the order

If all the above conditions are met, then:

• Simply click return button after you have received the package and if you are not registered, fill in the online Return Form.

• Replace the shipping label on the box with pre-paid return label UPS

• Contact UPS to arrange the pick-up or leave the parcel at a designated drop-off location.

We normally verify and process returns within 3 business days from when they are received. The refund will be issued upon return acceptance, and you will receive a confirmation email.

If the above conditions are not met, please note that we will be unable to accommodate your return request, and the item(s) will be shipped back to you.

For further information on the conditions for exercising your right to return, please see the Legal Area.

Please note that personalized items and fragrances are not eligible for returns or exchanges. Should you need further information on our Return Policy, please consult our Legal Area.

Moncler offers a free return shipping label through the courier UPS that you will find in the parcel upon its delivery.
Fill in the Online Return Form within 20 days of the delivery date. You then have up to 14 days to ship the parcel back to our Distribution Center.

How to ship the return:

1. Make sure the return complies with our Return Policy

2. Pack the item(s) in the original order box or any sturdy carton box

3. Stick the pre-paid UPS label over any prior delivery information. The pre-paid label gives you free return shipping.

4. Drop the package at your nearest UPS location or contact the courier in order to organize the pick-up

Should you prefer to ship the return using a different courier, return shipping fees will be completely at your expense.

In this case, we suggest you choose a trackable and insured delivery service, as Moncler.com will not be responsible for any issues that may arise from the loss, damage or theft of returns that were not shipped using our pre-paid UPS label.

Please return your parcel to our distribution centre:

INDUSTRIES SPA Via Dogana PO 2A BLOCCO L 29015 Castel San Giovanni (Piacenza) Italia

If you need further assistance or if you have any questions about your product, you may:

• Visit the authorized retailer where the item was purchased, or any Moncler boutique.

• For online purchases or purchases from other stores, you can contact our Client Service by filling in the following Aftercare Form.

Please remember to gather all possible details in order to be properly assisted.

We kindly inform you that not all repairs are possible, however we will do our best to offer assistance.

In this section you can find some tips for item care and maintenance.

Care instructions can be found on:

• Care labels available inside your Moncler garment

• Composition and care information available in the item page on Moncler.com

For proper care, instructions on the garment's internal label should be strictly followed.

Avoid contact with oil or alcohol-based substances such as perfumes, cosmetics, hand sanitizers, which might impact the fabric and cause unremovable stains.

In case of large stains, we recommend to clean the item promptly to avoid the stain penetrating inside the garment materials.
Before cleaning we recommend to cover accessories (e.g. zip pull tabs) to avoid possible damages to item fabric or to accessories during the cleaning process.

Contact with heavily textured surfaces might damage fabric, cause pulled threads and scratches on areas of greatest use and on edges. We recommend to avoid such surfaces to preserve item integrity.

Store your item in a cool dry place and avoid prolonged exposure to direct light, heat or moisture sources.
Over-packing and folds can permanently ruin embroideries, artwork, pearls, studs, real and fake fur, leather inserts and other delicate parts. We advise careful storage.
It is also suggested to take the item out from storage and let the item breathe from time to time.

Dry cleaning is recommended on the majority of our jackets. Please always refer to care labels available inside your Moncler garment for specific cleaning instructions.

If allowed by care label instructions, items might be cleaned at home. When cleaning your item at home, we recommend particular attention to:

• Not overload the washing machine, if washing machine cleaning permitted

• Avoid soaking

• Dry flat

• In case of down jackets, during the drying process periodically move the jacket and gently press the boudin to redistribute and volumize the down

• In case of fabrics other than nylon (e.g. flannel, velvet…), brush the item at the end of the cleaning process - use dedicated fabric brush

Furs and leathers can be entrusted to a specialist.

For storage, we recommend to hang up and not to compress the item.

Gift Card credentials (i.e. its unique number and pin code) are available on a dedicated e-mail in case of digital cards and printed on the card itself in case of physical cards.

In order to use a Gift Card on Moncler.com and the Moncler app you need to manually input the Gift Card number into the dedicated fields at checkout.
Instead, to use a Gift Card in Moncler stores you need to either hand in the Gift Cards to the Client Advisor or show them the e-mail with the Gift Card information.

If you need to purchase an item whose price is higher than the amount available on the Gift Card, you may use one additional payment method among the ones available at checkout in Moncler.com, the Moncler app and in Moncler stores.

Instead, if you purchase an item whose price is lower than the amount available on the Gift Card, the remaining amount will remain available for future purchases, until its expiration.

Gift Cards can be purchased on Moncler.com and App and in select Moncler Stores. Gift Cards can be redeemed on Moncler.com and App and in all Moncler stores (except for Department Stores and outlets) in countries with the same currency as the country of purchase.

Gift Cards purchased online will be shared via e-mail and will be in a digital format, while Gift Cards purchased in store are physical.

Gift Cards are bearer and non-nominative documents and can be used by their beneficiary to purchase any product, except for other Gift Cards (either instore Gift Cards or digital Gift Cards).
Please note that Moncler is not responsible if a Gift Card is lost, stolen, destroyed or used without permission.

To check the validity period of Gift Cards in your country, please consult our Terms and Conditions.

All payment methods available on Moncler.com, the Moncler app and in Moncler stores are accepted, except for credit notes and other Gift Cards. For cash payments, the current limits of the country of purchase apply. To verify the minimum and maximum amount allowed in a new Gift Card at the time of purchase, please consult our Terms and Conditions.

By creating an account on Moncler.com, you will enjoy exclusive and dedicated services:

• A Wish List to save your preferred items and create your unique style

• A My Orders page to check the status of your orders and returns in real time

• A Card Wallet to save your payment details which are safely stored

• An Address Book to shop faster on your next visit

• Easy Return Process

• Quick Exchange Process

Do not miss these opportunities! Register now!

You can update and modify all the information of your account by clicking on “Modify” on your account.

If you wish to close your account, please contact us.

Don't miss our latest news: be among the first to discover our style updates and most innovative trends.

You can subscribe to our Newsletter directly from the Moncler.com Homepage.

To be removed from our mailing list, please open any Moncler Newsletter you have in your inbox, and click on "Unsubscribe".

Non-fungible tokens (NFTs) are unique digital identifiers recorded on the blockchain. They are used to certify authenticity and ownership of digital or physical assets and they cannot be copied, substituted, or subdivided. A digital wallet is an online tool that stores, manages, and facilitates transactions of blockchain-based digital assets and cryptocurrencies. It enables users to access and verify ownership of their assets on the blockchain.

The Moncler Wallet is being deactivated on 28/02/2025. If you don’t transfer your NFTs to another digital wallet before this date, they will become permanently inaccessible, as the wallet will no longer be operational. No fees are required to transfer your NFTs, and while they can be transferred to any compatible Ethereum Wallet, they cannot be sold or traded. Moncler is not responsible for NFTs that are not transferred after the wallet is deactivated.

To transfer your NFTs, follow these steps:
1. Go to My Account on Moncler.com or open the Moncler app.
2. Access the Digital Wallet section.
3. Select the NFT you wish to transfer.
4. Scroll down and click on Transfer Ownership.
5. Transfer to an Ethereum Wallet: Enter the address of the Ethereum-compatible wallet where you want to transfer your NFT.

Should you need any further support, please contact our Client Service.

Please note that Moncler does not have access to users’ Digital Wallet private keys, so the proper transfer of the NFT is the sole responsibility of the user.