Return policy

This return policy (hereinafter, the “Return Policy”) shall govern the manner in which the customer may return products purchased on the www.moncler.com website (hereinafter, also the “Website”).

The products purchased on the Website are sold directly by Industries S.p.A. (hereinafter, “Moncler” or the “Vendor” or “We” or “Us”), a company subject to the direction and coordination of Moncler S.p.A., with registered office in Milan, via Stendhal 47, VAT and Fiscal Code 04804070961, Company Registry Number 1773341, share capital of Euro 15.000.000, fully paid-in.

1. Procedures for exercising the right of withdrawal

Moncler’s purpose is to guarantee the customer’s full satisfaction. If, for any reason whatsoever, the customer is not satisfied with the order, he/she may exercise the right to cancel the purchase 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 case of multiple purchases), or, if the “Pick up in boutique” option (where available) was selected at the time of purchase, from the date on which the product was collected at the Moncler boutique (such notice shall be deemed to have been sent, in the event of failure to collect the Products within the term of 15 days from their availability at the boutique), according to one of the following methods:

(a) filling out the online Return Form available on the Website in the Client Service area (the “Return Form”);

(b) Contacting us free of charge at 00 800 10204000

1.1 Online Returns

Returned Products under the right of withdrawal shall be shipped back to Moncler from the same Country they were delivered to 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-stamped return label included in the packaging (please follow the instruction on the Return Form to use our free-collection service). The products may be returned by dispatching the package through the shipping agent indicated by Us, or through another shipping agent or postage method.

If the customer decides to use the courier indicated in 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 in the Return Form included in the package and contact UPS to organise the 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 in boutique

Alternately, the customer may return the products directly to any Moncler boutique, 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 bag, 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 thus equivalent to acceptance of the return by Moncler.

1.3 Right of withdrawal and “Tax Free” option

If, at the time of submission of the order, the customer selected the “Tax Free” option:

(a) withdrawal shall be subject to the same conditions set forth under this Return Policy as long as the customer has not obtained any tax refund (and therefore before he/she leaves the country where he/she purchased the item). In this case, the customer shall be entitled to the full refund of the products price (including sale taxes) and shipping/delivery costs (if any);

(b) if the customer already left the country of purchase and already obtained a sale taxes refund before the expiration of the 20 days to exercise his/her right of withdrawal, the customer shall still be entitled to do so and return the item to obtain the refund of the price net of sale taxes (VAT and similar), which have been already refunded to him/her. In any event, the customer accepts and acknowledges that he/she shall be solely responsible for compliance with any customs requirements and payment of any customs charges required to return the products to the country where they shall be returned. Moncler reserves the right not to accept products for which these formalities and charges have not been previously fulfilled.

In all cases of return of products purchased under the “Tax Free” option, 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 each 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 the Customer Service 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 Boutique” option was selected, within twenty (20) days of the date on which the order was collected at the Moncler boutique;
the products shall be returned new, undamaged, unworn - save for the consumer’s right to try on the product to ascertain its characteristics - and not washed. Moncler reserves the right to refuse the return of products that are damaged, dirty or in a condition that unequivocally suggests that they have been used for purposes other than the customer’s verifications that are strictly necessary to ascertain their characteristics. In any case, 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 subordination to the hypothesis of refusal of 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 label are still attached to the products, as well as the disposable seal;
the products shall be returned in their original packaging if possible and if still intact, together with the delivery receipt contained in the original packaging and the dust bag, if included inside the package at the time of delivery of the Order;
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-stamped return label included in the packaging (please follow the instruction 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 boutique listed on the moncler.com Website among those available in the country where the products were delivered, the same hall have to be delivered to a sales assistant within twenty (20) days from the date on which they were received. In case of return after having obtained a refund under the “Tax Free” option, the customer shall not be able to use our Return Form to benefit from the free-collection service and therefore he/she shall be responsible for compliance with any customs requirements or product return charges in the purchase country.

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

Please note that products returned under the right of withdrawal shall be shipped from the same country in which they have been dispatched, except for returns made by customers that were granted the “Tax Free” option.

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, as long as possible and where still available.

2.2. Non-Acceptance of Returns by Moncler

Should the product not be accepted, the customer be notified by e-mail as soon as practicable, within a reasonable period of time. In this case, the customer may choose to have the products delivered at his/her expense. Please note that returns refused and re-delivered may not include the original packaging (dust bag). Should the customer refuse the above delivery, Moncler reserves the right to retain in a definite manner the products as they shall be deemed to have been refused and abandoned by the customer, as well as the amount paid for the purchase of the products.

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 which are made to the customer’s specifications or clearly personalised;
products which have become inseparably mixed with other items after delivery; or
digital service or content that the customer has started downloading, so expressly waiving the 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 e-mail that the returned products have been accepted. Whatever is the form of payment used (Credit/Debit Card, PayPal, Apple Pay, Google Pay, Sofort, Klarna, WeChat where available), Moncler will refund the customer all payments received for such cancelled purchase, including standard delivery costs, if any have been paid (but excluding supplementary costs for expedited delivery options, gift wrapping and other additional expenses deriving from options selected by the customer).

We will process the refund due as soon as possible and, in any event, except otherwise provided under mandatory local legislation of the Customer’s place of residence[1], within:

if the customer uses our free collection service: fourteen (14) calendar days from the day on which our warehouse receives and verifies the returned products; or
if the customer returns the products autonomously: fourteen (14) calendar days (i) from the date in which Moncler has received the products returned by the customer or (ii) from the moment in which the Customer provides evidence of having sent the products back, whichever is the earliest;
if the customer returns the products to one of our boutique, immediately after the sale assistant completes the procedures to verify that the returned products comply with the return conditions set forth under section above.

The customer shall be liable for any diminution to the value of the returned products arising from the use for purposes other than the Customer’s verifications strictly necessary to ascertain the characteristics, functions or nature. Moncler reserves the right to retain from the refund the sum corresponding to the damage caused to the returned Product, and in any case to take legal action against the Customer in order to protect its rights.

Without prejudice to the above, once Moncler has checked that the return was carried out in compliance with the above conditions, the time period for refunding the amount paid by the customer for purchasing the returned products depends on the payment type used. As a way of example:

purchase by Credit/Debit Card: refund time will depend on the Credit Card company’s policies;
payment made by bank transfer: the customer will be refunded the amount paid for the products returned to the Bank account used for the purchase; the time needed for refunding depends on the information provided in the order. Please remember it is necessary to have a Bank account in order to receive a refund for bank transfer orders.

4. Product exchange

This service is not available in case of “Tax Free” option.

Alternatively, where the customer wishes so, he/she may to exchange the purchased products (other than personalised products) with other products, in place of receiving a refund of the relative sum, subject to the following conditions:

the customer must select on the Website, in the Return Form page, the exchange online option (“Exchange Your Order”) and specify the reason for the exchange;
the customer may request the replacement of one or more purchased products with products of a different model, or of the same product in a different size and/or colour. The available replacement options will be indicated in the online form Exchange Your Order;
the customer may request to exchange one or more purchased products within and no later than twenty (20) days of the day he/she received the products, by filling in the Exchange Your Order form and sending it electronically to Moncler within the aforementioned deadline;
the customer may only submit a single replacement request for each product purchased; only one single exchange for the same product is allowed;
the products for which the customer requests the replacement must be returned to Moncler in their original packaging together with the delivery receipt, they must be new, undamaged, unworn (save for the right to try on the same to ascertain their characteristics) and not washed, and they must still have their identification tag and any label attached with the disposable seal.

If all the above conditions are correctly fulfilled, once the customer has filled in and sent the Exchange Your Order form containing the request for goods replacement, Moncler shall process said request by sending the customer a relevant confirmation e-mail. If such conditions are not met, Moncler will inform the customer by e-mail and, if already dispatched, will return the product at his/her expenses.

Once received the products to be exchanged, Moncler will inspect the products to check that all the above requirements have been fulfilled; Moncler will then verify the actual availability of the products to be replaced in its warehouses to ensure that the size and/or colour selected are available. If the selected products are not available, Moncler will not be able to accept the request for exchange and will refund the customer the price of the products originally purchased in accordance with the procedures specified in this Return Policy, by informing the customer accordingly via e-mail. If the selected products are available in the warehouse, Moncler will accept the request for exchange and will send the customer an e-mail confirming the shipment of the replaced products. Shipment will occur as soon as the item exchanged will be accepted in the warehouse. The costs for shipping the replacement products shall be borne by Moncler who will choose the courier to which shipping shall be entrusted.

In case the value of the exchanged product is the same as the original, no payment shall be made by the customer. In case the exchanged product’s value is higher than the original, a new payment should be made for the difference only. In case the exchanged product’s value is lower than the original, no payment should be made and the customer will receive a refund of the residual amount.

[1] For Customers based in the following countries, the different refund periods indicated below shall apply:

Belgium within fourteen (14) days after notification by the Customer of the intention to exercise the right of withdrawal;
Bulgaria within fourteen (14) days after notification by the Customer of the intention to exercise the right of withdrawal;
Estonia within fourteen (14) days after notification by the Customer of the intention to exercise the right of withdrawal;
Luxembourg upon receipt of the goods by Moncler or upon proof of shipment of the goods by the Customer, whichever is earlier
Romania within fourteen (14) days from the notification by the Customer of the intention to exercise the right of withdrawal;
Slovenia within eight (8) days of receipt of the goods by Moncler or proof of shipment of the goods by the Customer, whichever is the earlier.