FAQs for Order Placed Before October 6th
Order being prepared: The order has been confirmed and we have already sent a confirmation email with the Order Number.
Order has shipped: As soon as the order is shipped from our warehouse, we will send you a confirmation email with the Tracking Number to track the delivery.
It is possible to check the order status at any time by entering the Order Number in the Follow your Order page. Registered users can also find all information related to their orders in the My Account and Privacy area.
Moncler Online Store guarantees that your credit card will be charged only once for the amount of an order.
It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorization request that is made when you place the order; the second confirms the actual charge.
You can check the status of your order and track its delivery at any time.Enter the Order Number that you received via email in the Follow your Order page.
If you are a registered user, you can find all information related to the order in your My Account and Privacy page. Don't have an account yet? Register now to enjoy exclusive services.
If your order has not been delivered within the estimated period, we suggest that you:
Check the order status: in the My Orders section for registered users; or by entering the Order Number from the confirmation email in the Track your Order page Check that the address indicated for the delivery is correct In the case of a missed delivery, please contact UPS at United States: 1 800 782 7892.
For further assistance, contact us, we will be happy to assist you.
You can return any item purchased on Moncler Online Store within 20 days of the delivery date. Here’s how: Fill out the Return Form. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.
Use the pre-paid UPS Return Label included in your order and leave the package at a UPS drop-off location. Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from. Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you.
When your return has been accepted, your refund will be issued and you will receive a confirmation email. For further information on the conditions for exercising your right to return, please see the Legal Area.
You can certainly use a different courier than the one that delivered the package.
Please send the return to the following address:
YOOX NET-A-PORTER GROUP
125 Delawanna Avenue Clifton,
New Jersey Keep in mind that if you do not use our return label, Moncler Online Store is not responsible for any theft or loss during transport; therefore, we suggest you choose a trackable shipping service.
Sure, you can use the same box and pre-paid label. A return fee will only be deducted on the UPS Return Label used for shipping.
You can find more information about our return procedures on the Return Policy page.
We usually accept returns within 3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days.
Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.
The time needed to process your refund may vary based on the payment method used:
Credit Card: Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.
PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.
If the order was paid with PayPal or a credit card, the amount will be refunded to the account from which the payment was made.
For security reasons, we are not authorized to refund a different account.
Moncler offers you the possibility to pick up for free in a boutique the items you ordered online.
After selecting your preferred delivery option at checkout, select "Pick up in boutique" and choose which boutique you would like to have your order delivered to. You will receive an email as soon as your order is ready to be picked up at the boutique.
In order to pick up your order, you will need to bring with you:
A valid ID
The shipping confirmation email (printed or on a mobile device).
If someone is collecting an order on your behalf, they must bring:
A copy of your valid ID
A valid ID of the person collecting
The shipping confirmation email (printed or on a mobile device)
Letter of authorization.
If the item is not picked up within 15 days of delivery to the boutique, the order will be returned to our warehouse and we will issue a refund.
You can return items purchased at Moncler Online Store to a boutique within 20 days, just follow the steps listed below:
Make sure the items are in the original condition, all tags and packaging included Put the items into the original box (or another sturdy box) and bring them to one of our boutiques, along with the delivery note and the return label, both included in the original package.
The courier will collect your package from the boutique within one working day. We normally process returns within 3 to 7 business days of their arrival at our warehouse. Should your return comply with our Return Policy, you will receive a confirmation email as soon as the refund for your return has been issued. The time needed to process your refund may vary based on the payment method used.
You can only return items within the same country the parcel was delivered. Stores in different countries will not be able to accept your returns.