faq

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!

As soon as you confirm your purchase online, we start preparing the order to ensure timely delivery.

Standard items can only be cancelled before the parcel is ready to be shipped. Custom items, being created just for you, can only be cancelled if their production has not started yet.

Should you wish to cancel any item in your order, contact our Client Service and we will be happy to check if the cancellation is still possible.

In case the order cancellation is no longer feasible, you can return or exchange standard items. Please note that personalised items and fragrances are not eligible for returns or exchanges.

Should you need further information, please consult our Return Policy and T&C of Sale.

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.

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

- Naver Pay: you can either use your existing Naver Pay account or create a new one to make convenient payments.

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).

STANDARD DELIVERY
Delivery timing: within 1 - 2 working days from the shipping confirmation email.
The preparation of your order will require 2 working days.
Some locations may require an additional 1/2 days for delivery.
Fee: Free

To receive your gifts before December 24, order by 1pm KST on December 20.

We deliver our orders with the courier Ilyang.

Ilyang delivers from Monday to Saturday during regular business hours.

USEFUL INFORMATION

Please note that working days are Monday through Friday, and that our Distribution Center is closed on national holidays:
Dec 25th; Jan 1st, 28th, 29th, 30th; Mar 3rd; May 5th, 6th; June 6th; Aug 15th; Oct 3rd, 6th, 7th, 8th, 9th; Dec 25th.
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.

You can return any item purchased on Moncler.com within 20 days of the delivery date.

Once you have filled in the return form, you have up to 14 days to ship the parcel back to our Distribution Center.

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
• Should you wish to return an accessory or a pair of shoes, please return it in the original box containing the item's Card of Authenticity. You can find the card (a QR code) in an envelope inside the original box.
• The package can only be shipped from the same country it was delivered to
• The purchase was done on Moncler.com, Moncler APP or through the online Click From Store service 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.

If the above conditions are not met, please note that we will be unable to accommodate your return request, and the item(s) will be shipped back to you.

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 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 within 20 days of the delivery date.

You then have up to 14 days to ship the parcel back to our Distribution Center.

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, 37 Gapmun 3-ro, Seo-gu, Incheon

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.

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 15 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 authorization

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 our staff for further information 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 may return or exchange items purchased on Moncler.com in selected boutiques within 20 days from when the package was received.
Find out where this service is available on our Store Locator.

Please note that:

• Returned items must be unworn, undamaged and unused, with all tags attached and the original packaging included.

• Should you wish to return an accessory or a pair of shoes, please return it in the original box containing the item's Card of Authenticity. You can find the card (a QR code) in an envelope inside the original box.

• Items can only be returned from the same country they were delivered to. Boutiques in different countries will not be able to accept your return.

Our Client Advisors will take care of verifying that the returned products comply with our return conditions.

If the return is accepted, our team will ship the items back to our distribution center on your behalf and will be happy to assist you with an online or in-store exchange. Alternatively, a refund will be issued on the payment method used for the original order.

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.

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.

Don't miss our latest news: be among the first to discover our style updates and most innovative trends.

You can subscribe to our Newsletter directly from the Moncler.com Homepage.

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Non-fungible tokens (NFTs) are unique digital identifiers recorded on the blockchain. They are used to certify authenticity and ownership of digital or physical assets and they cannot be copied, substituted, or subdivided.

Moncler's first ever non-fungible token (NFT) is a rendition of the new Moncler Maya 70 jacket created by artist Antoni Tudisco.

The NFT is gifted to clients who purchased the Moncler Maya 70 jacket in the platinum version, available in limited quantities in selected boutiques and on Moncler.com.

Moncler NFTs are stored in your Moncler digital wallet - a dedicated space within the Moncler App. Your NFTs will be saved there: you can view your digital items and their history, generate a proof of ownership and discover all their benefits and extra services.

To claim the NFT ownership, follow the instructions provided via email after the purchase of your platinum Moncler Maya 70 jacket.

Please note that to claim your NFT you need to be registered on moncler.com and your Moncler App must be updated to the most recent version.

The Moncler NFT is uniquely yours: it can be claimed only once and you will be able to check the certificate of authenticity issued by Arianee in the Moncler App.

Please note that in case of returns, the NFT will be automatically recovered by Moncler.