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 begin preparing the order to ensure timely delivery.

Should you need to cancel your order before shipping, contact us and we will do our best to accommodate your request if the packing of the garments has not been initiated yet.

In case the order has already been shipped, you will be eligible to return or exchange your selected item/s following our Return Policy.

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.

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.

Moncler.com accepts the following payment methods for online purchases:

• All major credit cards, as shown at checkout

• PayPal: if you do not have an account yet, you can create one while shopping with us

• China Union Pay, Apple Pay, Google Pay, Alipay, WeChat Pay

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

Once the order is completed on the website, a pre-authorization of payment is required. The final amount is charged once your order has been prepared for shipment, except for Klarna, when the capture is done at the check out.

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 additonal assitence.

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

On Moncler.com you can choose the best delivery option for you:

STANDARD
Delivery within 6 business days from date of shipping confirmation
Island and remote zones will require an additional day for delivery
Free of charge


EXPRESS
Delivery in 1 - 3 business days from date of shipping confirmation
15€


For Standard and Express deliveries, the preparation of your order will require 1-2 business days.

Please note that business days are Monday through Friday, and that our Distribution Centre is closed on national holidays: Jan 6th; Apr 17th, 18th, 25th; May 1st; Jun 2nd; Aug 15th; Nov 1st; Dec 8th, 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.

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

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.

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.

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

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

• If you wish to return a pair of shoes, please return them inside their original box

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

• The purchase was done online or from a boutique on Moncler.com

• 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.

For further information on the conditions for exercising your right to return, please see the 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, and send the package back within 20 days from the delivery date.

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

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 Home page.

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

1. When did the cyber attack happen?
The cyber attack was identified and promptly handled on December 22nd.
Unfortunately, the extreme sophistication of the techniques implemented by the criminals made the reconstruction of the incident particularly complex and lengthy, also in reference to a possible compromise of data from clients, who were informed promptly as soon as the investigation confirmed the risk of a possible exfiltration of data.


2. How do I know if my personal data was also affected by the attack and, if so, which data?
At the moment, what we can confirm is that there was an unauthorized access with possible exfiltration of some of your personal data including contact data and/or data relating to purchases made. We emphasize that the data relating to payment methods (IBAN, credit cards or other) and/or identity documents (identity card, passport or other) is not saved in our systems and therefore has not been subject to exfiltration.


3. What does this notice mean for us? What do I have to do?
In cases such as these, notice is due in accordance with the provisions of the legislation for the protection of personal data and is aimed at informing the subjects concerned of the consequences of the cyber attack.
In addition, through this notice, we advise you to be wary of communications from third parties appearing to know certain information about you, and not to use credentials (ID and passwords) that are easily identifiable on the basis of the data you provided at the time of registration.


4. What does data breach mean exactly?
A 'data breach' is an IT incident involving personal data that could have an impact on data subjects. In this case, it involved the unauthorized access of third parties to the company’s IT systems and could have caused the exfiltration of some of your personal data including contact data and/or data relating to purchases made.
We emphasize that the data relating to payment methods (IBAN, credit cards or other) and/or identity documents (identity card, passport or other) is not saved in our systems and therefore has not been subject to exfiltration.


5. Do I have to officially notify any authorities?
No, Moncler is required to do so. Moncler has already promptly reported the event to the Italian Data Protection Authority and reported it to the police. In line with general best practices, if you should ever realize that you are the victim of a crime (such as identity theft and/or fraud), we suggest that you report it to the competent authorities.


6. Have credit card details been taken? Should I block my credit card or other payment methods?
No, the data relating to payment methods (IBAN, credit cards or other) and/or identity documents (identity card, passport or other) is not saved in our systems and therefore has not been subject to exfiltration.


7. Should I contact my bank’s security or fraud prevention department?
No, the data relating to payment methods (IBAN, credit cards or other) and/or identity documents (identity card, passport or other) is not saved in our systems and therefore has not been subject to exfiltration.


8. Do I need to change my identity documents, e-mail and phone number?
No, in our opinion this is not necessary. We do, however, advise you to be wary of communications from third parties appearing to know certain information about you, and not to use credentials (ID and passwords) that are easily identifiable on the basis of your data.


9. How can I buy a garment from you safely?
You can buy our garments safely both in stores and on the website, as the systems have been sanitized.
In any case, the company is tightening its security measures further.


10. Do I need to change all my passwords?
As a good general rule when it comes to security, even more so in the case of cyber attacks, we advise you never to use passwords that are easily identifiable on the basis of personal information. If that is your case, we suggest that you update them.


11. Even if I only made my purchase in store (and not online) am I still at risk?
It is irrelevant where you made the purchase. We advise you to be wary of communications from third parties appearing to know certain information about you and not to use passwords that are easily identifiable on the basis of the data provided for registration.


12. Should I uninstall and re-install your Moncler app from my mobile?
No, uninstalling and reinstalling is not required and does not add additional security. If anything, we recommend that you change your login password for the Moncler app if it can be identified on the basis of your data.


13. Can I remove my data from your systems?
You can withdraw your consent to the processing of your personal data and close your account on the site at any time, except for certain data which will be kept for legal purposes, by calling the Client Service on the freephone number 00 800 10204000 from Monday to Friday, from 10 am to 7 pm CEST (excluding Sundays and public holidays), or by writing to Client Service by selecting the topic “privacy” in the appropriate form in the “Contact Us” section of the website.


14. Am I at risk if my data remains on your systems?
No, the systems have been sanitized and we are further strengthening our security measures.