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Frequently Asked Questions

Shopping

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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.

Product Aftercare

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It has come to our attention that the description of the material composition on the laundry labels of some products contained an inaccurate term.
Some products labeled as “ホース革” (“horse leather” with the Japanese spelling of the English word “horse”) should have been labeled as “馬革” (“horse leather” with the Japanese character for “horse”).

The applicable product numbers are as follows:
G209U1A00022 5099H 999
G209U8G00012 809F4 999
F209U1A50110 68950 999
F209U1A70210 5099H 999
F209U8G70810 809F4 999

You can check the product number on the laundry label stitched on the inside of the product. For more information, please visit a store or contact our client service.
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.

Size Guide

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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.

Payments

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

• All major credit cards, as shown at checkout (VISA, Master, AMEX, JCB, DINERS, Discover)

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

• Cash on delivery

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.
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.

Shipping

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On Moncler.com we ship your order with a STANDARD Delivery, free of charges.

You will receive your order within 1 - 2 business days from date of shipping confirmation.

Islands and remote zones will require an additional day for delivery.

During the checkout, you can also select the most suitable Time Slot of delivery.

Please note that business days are Monday through Friday, and that our Distribution Center is closed on national holidays. 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.

To receive your gifts by December 24th, shop with us by December 21st at 1pm JST

Please note remote areas may require additional days for delivery.

Please be informed that our Client Service will be closed from 30th December to 3rd January and our distribution centre will be closed from 28th December to 3rd January.
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.

Exchanges and returns

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Please note that all orders placed and delivered between December 7th and 24th may be exceptionally returned until January 7th. Orders placed after December 24th follow the ordinary return policy.

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.
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

Boutique services

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To pick up your gifts in boutique by December 24th, shop with us by December 21st at 1pm JST

Moncler.com offers you the possibility to buy online and pick-up your order in boutique.

At checkout, simply select the option "Pick up in boutique" and collect your order in one of the available locations.
You will be notified by email when the items are ready for pick-up.

Your order should be collected within 15 days from the receipt of the notification email, otherwise it will be shipped back to our Distribution Center.

To collect the order, you or registered gift receiver need to present:

• A valid ID

• The shipping confirmation email (printed or on a mobile device)

If someone else is collecting the order for you, they need to bring:

• Their own ID

• A copy of the client's valid ID

• The shipping confirmation email (printed or on a mobile device)

Letter of Authorization

Please note: by choosing pick up in boutique cash on delivery and post payment will not be available.
Our store will help you to purchase items online that are not available in the store at the moment of your visit. Do not hesitate to ask for further information to our staff or contact our Client Service in order to discover more about this convenient service.
You may return any item purchased with Credit card or Paypal on Moncler.com within 20 days of receipt to one of our available locations.

You may exchange any item purchased with Credit card or Paypal on Moncler.com within 20 days of receipt to Ginza / Aoyama / Namba / Kobe.

Make sure that:

• Items are 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. Boutiques in different countries will not be able to accept your return.

• Please remember that items can be exchanged only one time.

Our Client Advisors will take care of shipping the return to our distribution center on your behalf, and assist you in placing a new order or shopping in-store.

My account & privacy

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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.
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