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faq

Exchanges and returns

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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 YAMATO

• Contact YAMATO 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.

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 Yamato 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 Yamato label over any prior delivery information. The pre-paid label gives you free return shipping.

4. Drop the package at your nearest Yamato 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 YAMATO label.

Please return your parcel to our distribution centre:

〒355-0215 埼玉県比企郡:嵐山町平澤800 SGL嵐山センター内 モンクレール公式オンラインストア
If you have lost your Return Label you can contact Yamato at the following number 0120 01 9625 and ask the courier to bring you a blank waybill.

You will only need to indicate the following return address:

〒355-0215 埼玉県比企郡:嵐山町平澤800 SGL嵐山センター内 モンクレール公式オンラインストア


If you need further support, please contact our Client Service.
Online returns are usually accepted within 3 business days upon receipt to our Distribution Center.

These 3 days are necessary to check that the items meet our Return Policy conditions. Should your return not meet these conditions, the items will be sent back to you.

The refund is issued to the same payment method you used for the purchase. You will receive a confirmation email once the refund has been requested.

The time needed to for the credit to show in your account may vary based on the payment method used and on local banking procedures.

For Cash on Delivery payments we will refund you to your bank account directly.
You will have to insert your bank account details when filling the online Return Form out.
If you are a registered client and wish to exchange an item from your order, you may find your order information in "My Account". If you are not a registered client, you may "Complete the Exchange" form in the Client Service 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.

For each item you wish to exchange, select the new item and the reason of return, and proceed with the exchange. Should the new product be more expensive, a new payment for the price difference is required. In case the price is lower, you will be refunded for the outstanding amount once we receive your return.

Follow our Return Policy standards and guidelines to return the garment you wish to exchange. Please remember that items can be exchanged only one time.

The new item will be shipped to you once the return will be received and accepted at our Distribution Centre.

Also, should you wish to return and exchange different items belonging to the same order, they can be shipped back together.

Client Service team is always at your service for product recommendation and styling tips!

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