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Moncler Online Store

Return policy

This Return Policy (hereinafter, the "Return Policy") governs how the Customer may return Products purchased on the Website www.moncler.com (hereinafter also the "Website").


Products purchased on the Website are sold directly by Industries S.p.A. (hereafter "Moncler"or the "Vendor" or "We"), a company subject to the direction and coordination of Moncler S.p.A., with registered office in Milan, via Stendhal 47, VAT no. and fiscal code 04804070961, Companies' Register no. 1773341, fully subscribed share capital of Euro 15,000,000.

 

1. Procedures for exercising the right of withdrawal

Moncler's aim is to ensure full Customer satisfaction. If, for any reason, the Customer is not satisfied with his/her order, he/she may exercise his/her right of withdrawal and return the purchased Products.


The Customer must inform us of his/her decision to return the order within twenty (20) calendar days from the date on which he/she received the Product purchased on the Website (or from the date on which he/she received the last shipment in the event of multiple purchases), or, if the “Pick up in store” option (where available) was selected at the time of purchase, from the date on which the Product was collected at the Moncler store (such notice shall be deemed to have been sent, in the event of failure to collect the Products, within 15 days of their availability at the store) in one of the following ways:


(a)      by completing the online Return Form available on the Website in the Client Services area (hereinafter, "Return Form");


or



(b)     by contacting us free of charge on 00 800 10204000.

 

1.1. Online returns

Products returned under the right of withdrawal shall be shipped back to Moncler from the same Country in which they were delivered within fourteen (14) calendar days from the date the Vendor is notified of the decision to exercise the right of withdrawal, to the address indicated on the pre-paid and pre-printed return label included in the packaging (please follow the instructions on the Return Form to use our free-collection service). The Products may be returned via the courier specified by Us, or through another courier or postage method.


If the Customer decides to use the courier specified on the Return Form, he/she shall not have to bear the return shipping costs, which will be entirely borne by Moncler, and it will be possible to track the parcel at any time. In this case, the Customer is requested to follow the instructions on the Return Form included in the package and contact UPS to arrange pick-up. 


If the Customer decides to use a different courier or other postal delivery method to return the Products, he/she shall bear the cost of shipping the items in advance, in accordance with our return instructions, and shall be responsible for any loss or damage to the Products during transport. To protect the Customer, We recommend that returned items always be sent back by courier, even if the Customer decides not to use the pre-paid method with the courier recommended by Us.

 

1.2. Returns to store

Alternately, the Customer may return the Products directly to any Moncler store, among those available in the country where delivery was made, and listed on the Website, presenting the Products to a sales assistant in their original packaging, if possible and if still intact, together with the delivery receipt contained in the original packaging and the dust, if included inside the package at the time of delivery of the order, within twenty (20) days of the date in which the Products were received. In this case, the Customer shall not incur any cost. The sales assistant will complete the return form and check that the Products comply with the conditions indicated in this Return Policy as well as the Terms and Conditions of Sale. Delivery of the Products to the sales assistant is equivalent to acceptance of the return by Moncler.

 

1.3. Right of withdrawal and "Tax Free" option

If, at the time the Order was submitted, the Customer selected the “Tax Free” option on the check-out page:


(a)  withdrawal shall be subject to the same conditions set forth under this Return Policy, as long as the Customer has not received any sales tax refund (and therefore before he/she has left the Country in which he/she purchased the item). In this case, the Customer shall be entitled to a full refund of the price of the Products (including sales taxes) and any shipping/delivery costs;


(b)  if the Customer has already left the Country of purchase and benefited from the tax refund before the expiration of the 20 days to exercise the right of withdrawal, the Customer shall still be entitled to exercise his/her right and return the good to obtain a refund of the price net of sales taxes (VAT and similar), which have been already refunded to the Customer. In any event, the Customer acknowledges and accepts that he/she is responsible for complying with any customs requirements and paying any customs tax or fee required to ship and return the goods to the territory where they shall be returned. Moncler reserves the rights to reject Products for which such requirements and fees have not been complied with in advance.


In all instances in which Products purchased with the “Tax Free” option selected are returned, the following conditions shall apply.

 

2. Terms and conditions of return

The right to return Products shall be deemed to have been correctly exercised once all of the following conditions have been fully met:


  • as specified under Article 1, the Customer (a) has correctly filled in and submitted the online form available at the following link or (b) has contacted Client Services within twenty (20) calendar days from the date he/she receives the purchased Product (or for purchases of multiple Products, the date on which the last Product was received) or, if at the time of the purchase the “Pick up in store” option was selected, within twenty (20) days of the date on which the order was collected at the Moncler store;
  • the Products shall be returned new, undamaged, unworn—save for the consumer’s right to try on the Product to check its characteristics—and not washed. Moncler reserves the right to refuse the return of Products that are damaged, soiled or are in such a state as to suggest, unequivocally, that they have been used for purposes other than strictly necessary checks by the Customer to ascertain their characteristics. In any event, the Customer shall be held liable for the reduction in value of the Products; the Vendor reserves the right, at its own discretion, to take legal action against the Customer to ascertain such reduction and, in the alternative to refusing the return, to withhold from the refund due to the Customer the sum corresponding to the damage caused to the returned Product;
  • the identification tag and any other label shall still be attached to the Products, as well as the disposable seal, where present;
  • the Products shall be returned in their original packaging, if possible and if still intact, together with the delivery receipt and the dust bag, if included inside the package at the time the Order was delivered;
  • the returned items must be shipped back to Us within fourteen (14) calendar days from the date the Customer informed Us of the decision to withdraw from the purchase contract, to the address indicated on the pre-paid and pre-printed return label included in the packaging (please follow the instructions on the Return Form to use our free-collection service) or, should the Customer choose to return the Products by going directly to any Moncler store listed on the moncler.com Website among those available in the country where the Products were delivered, the Products shall be delivered to a sales assistant within twenty (20) days from the date on which they were received. In the event of a return being made after obtaining a refund under the “Tax Free” option, the Customer will not be able to use the Return Form or benefit from our free-collection service and shall be responsible for complying with any customs requirements or fee required to return the Products to the country of purchase.


Once all requirements set forth above have been fulfilled, We shall refund the entire price for the purchased Products (save for sales taxes in cases where the Customer has selected the “Tax Free” option, if available, and already benefited from the refund of sales taxes, in which case the refund of the price shall be net of such taxes).

Please note that Products returned under the right of withdrawal shall be shipped from the same Country in which they were delivered, except for returns made by parties that have benefited from the “Tax Free” option, where available.

 

2.1. Identification tag

All Products sold by Moncler include an identification tag. Products shall be tried on without removing the tag. Returned Products without the tag will not be accepted. To return damaged, defective or incorrect Products, the identification tag should still be attached to the Products, where possible and still available.

 

2.2. Non-acceptance of returns by Moncler

If returned Products cannot be accepted, the Customer will be informed by email as soon as possible, within a reasonable period of time. If this is the case, the Customer may choose to have the Products returned at his/her expense. Please note that returns rejected and returned to the Customer may not include the original packaging (dust bag). If the Customer refuses the aforementioned delivery, Moncler reserves the right to permanently retain the Products as refused and abandoned by the Customer and the amount paid for the purchase.

 

2.3. Exceptions to the exercise of the right of withdrawal

Without limiting the provisions of the above paragraph, the right of withdrawal does not apply to the following:


  • sealed Products unsealed by the Customer following delivery, where return of such Products is unsuitable due to health protection or hygiene reasons;
  • Products comprising sealed audio or video recordings or computer software or other digital elements, if the Product becomes unsealed after delivery;
  • Products made according to the Customer’s specifications or personalised Products;
  • Products which have become inseparably mixed with other items after delivery; or
  • any digital service or content once the Customer has started the relevant download and expressly waived his/her right of withdrawal.

 

3. Refund terms and procedures

After Moncler has received the returned Products and checked that the Products meet all requirements, the Customer shall receive an email that the returned Products have been accepted.


Whichever form of payment was used (Credit/Debit Card, PayPal, Apple Pay, Google Pay, Sofort, Klarna, WeChat where available), Moncler will refund the Customer for all payments received for such cancelled purchase, including standard delivery charges if paid (excluding supplementary costs for expedited delivery options, gift wrapping and other additional expenses related to the options selected by the User).


The refund will be made as soon as possible and, in any event, except otherwise provided under the applicable law of the Customer’s country of residence[1], within:


  • if the User uses our free collection service: fourteen (14) calendar days from the day on which our warehouse receives and verifies the returned Products;


[1] For Customers who reside in the following countries, the different refund deadlines—detailed below—shall apply:


Belgium within fourteen (14) days of notification from the Customer of his/her intention to exercise his/her right of withdrawal;

Bulgaria within fourteen (14) days of notification from the Customer of his/her intention to exercise his/her right of withdrawal;

Estonia  within fourteen (14) days of notification from the Customer of his/her intention to exercise his/her right of withdrawal;

Luxembourg upon receipt of the Products by Moncler or upon proof of shipment of the goods by the Customer, whichever is earlier;

Romania within fourteen (14) days of notification from the Customer of his/her intention to exercise his/her right of withdrawal;

Slovenia within eight (8) days of receipt of the Products by Moncler or proof of shipment of the goods by the Customer, whichever is earlier.

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