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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 in-store and online 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 a selection of Moncler boutique.

We also offer Click and Reserve services, to try on the items in boutique before purchasing, and in-store returns.
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!
Once you place your order online, you will be able to see the details of the purchase, follow its preparation and see shipping updates in the Client Service area.

Registered clients will also find all available updates in their My Moncler account.

We will update you in real-time through the Order Confirmation email and the Shipping Confirmation email.

Product Aftercare

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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.

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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On Moncler.com you can finalize your purchases using the following payment methods:

- Credit card: we accept all the major credit cards with no additional costs. A detailed list of accepted credit cards is available at checkout

- PayCo: you can use your existing PayCo account or create one on the spot

- Bank Transfer: the transfer need to be completed at the checkout

Please note that the full payment is taken once the order is completed and accepted refunds will only be issued to the original form of payment.
On Moncler Online Store we guarantee the maximum security for all your purchases. We employ the most advanced encrypted services (SSL) and protected connections, as you can see from the “HTTPS” URL prefix and the 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.
Only for orders placed through Wire Transfer, the Cash Invoice is automatically issued by the National Tax Service. Therefore, it is not necessary to request it.

You can easily get the cash Invoice after 7 days from your purchase by visiting the official NTS website, www.taxsave.go.kr, or call NTS call center (126).

Shipping

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Your order will be delivered by the courier Ilyang.

Orders are delivered in 2 - 3 working days since order confirmation if you live in one of these areas: Seoul, Incheon, Busan, Daego, Daejeon and Kwang Ju.
Other areas may require up to 5 working days.

Ilyang delivers from Monday to Saturday during regular business hours.

Please be informed that our distribution centre is closed during the following Holidays: Jan 1st, Feb 11th, Feb 12th, Feb 13th, Mar 1st, May 5th, May 19th, June 6th, Aug 15th, Sep 20th, Sep 21th, Sep 22th, Oct 3rd, Oct 9th, Dec 25th.

We invite you to plan accordingly as orders will not be shipped out on these dates.

Orders placed on Moncler.com are automatised, therefore it is not possible to expedite or delay the shipping times.

Delivery is always complimentary.

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

Exchanges and returns

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You can return any item purchased on Moncler.com 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
• They were purchased online and not in a Moncler boutique
• That less than 20 days have passed since the courier delivered the order

If all the above conditions are met, simply click return button after you have received the package and if you are not registered, fill in the Online Return Form. You will then be contacted by Ilyang to arrange a pick-up.

We normally verify and process rerturns within 3 business days from their receipt at our distribution centre.

Once your return has been accepted, you will receive a Return Confirmation email and a refund will be issued to the original payment method.

You can follow your return in our Client Service area on Moncler.com by simply inserting your return number.

For further information on the conditions for exercising your right to return, please see the Legal Area.
Moncler offers free return shipping through the courier Ilyang. Send your return request by clicking return button after you have received the package and if you are not registered, fill in the Online Return Form and send the package in 20 days from receiving the product.

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 Ilyang label included in your order over any prior delivery information. The pre-paid label gives you free return shipping and guarantees the package is insured in the event of theft or loss during transit

4. Ilyang will to arrange the pick-up of your package within 20 days from receiving the item.
Should you prefer to ship the return using a different courier, return shipping will be completely at your expense.

In this case, we suggest you choose a trackable, insured delivery service, as Moncler Online Store 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 Ilyang label.

Please return your parcel to our distribution centre:

Kerry Logistics (Korea) Inc. 3F, 95, Arayuk-ro, Gochon-eup, Gimpo-si, Gyeonggi-do

Boutique services

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

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

Your order should be collected within 20 days from the receipt of the notification email, otherwise it will be shipped back to our distribution centre.

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 authorisation

Find out where this service is available on our Store Locator.
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.

Find out where this service is available on our Store Locator.
You can also return or exchange any item purchased on Moncler.com in one of the stores where the service is available, within 20 days from the date in which you received your order.

Make sure that:

• The items are in the original condition, all tags and packaging included

• Put the items into the original box (or another sturdy box)

• Bring the Delivery note and the Return label included in the original package

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

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

Once the parcel reaches our distribution centre and the return meets our requirements, you will receive a Refund Confirmation email.

You can only return items within the same country where the parcel was delivered. Stores in different countries will not be able to accept your returns.

Find out where this service is available on our Store Locator.

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