FAQ Migration

Can I cancel my order?

We are sorry, but once an order has been confirmed, it is processed automatically and cannot be canceled. The package can be returned as indicated in our Return Policy.

Order Status

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.

Why did you charge me twice even though I only placed one order?

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.

Where is my order?

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.

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What should I do if my order hasn’t been delivered yet?

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 0800 558 833 for Switzerland and 800-33-470 for Norway.

For further assistance, contact us, we will be happy to assist you.

Return Policy

You can return any item purchased on Moncler Online Store within 15 days of the delivery date. Here’s how:

1. Fill out the Return Form.
2. 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.
3. Pack the items in the order box (or any rigid carton box) and stick the pre-paid UPS label over the prior delivery information. Using the label provided will guarantee a refund in the event of theft or loss during delivery to our warehouse in Italy.
4. Fill out 5 copies of the Returns Proforma Invoice that came with your parcel. If the forms are not complete, the package will not pass Customs and will be returned to you.
5. Contact UPS (0800 558 833 for Switzerland and 800-33-470 for Norway) to arrange the pick-up of your package wherever you wish
6. 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.

I lost my return label. How can I get a new one?

If you have lost the pre-paid return label, just contact UPS at 0800 558 833 for Switzerland and 800-33-470 for Norway and request that they bring a blank standard waybill when they collect your return. You should fill it out as follows:

Select "Standard" Service and "Receiver" under payment terms

Indicate W95789 as the Receiver's account number

Send the return to this address:

YOOX NET-A-PORTER GROUP

C/O Geodis Logistics

Blocco CD1 Interporto

40010 Bentivoglio (BO)

Italy

Can I use my own return service?

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

C/O Geodis Logistics

Blocco CD1 Interporto

40010 Bentivoglio (BO)

Italy

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. Additionally, if you paid shipping fees for your order, we will reimburse you the equivalent of a Standard delivery.

I decided to keep my order, but have already completed the Return Form. What should I do?

We are glad you have decided to keep your purchase. Don't worry, you don't have to do anything and there is no need to contact us.

Can I combine returns from different orders?

Sure, you can use the same box and pre-paid label. You can find more information about our return procedures on the Return Policy page.

Where is my return?

You can check the status of your return at any time on the Follow your Return page.

Refunds

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.
• Cash on Delivery: Your refund will be issued through wire transfer to a bank account that should be indicated in the Return Form. You will see the refund in your account within 10 business days of the Return Confirmation email.
• SOFORT Banking: Your refund will be issued directly to your Bank Account. You can check your refund logging in to your online banking account or by contacting your Bank. When you receive our refund confirmation email, please allow up to 5 days for the refunded amount to be visible on your bank statement.

I want to return a gift. How does the refund work in this case?

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.

Where can I check my refund status?

You can check the status on the Follow your Return page.

Can I receive my refund on a credit card that is different from the one I used for the order?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

Pick up in boutique

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 in 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 authorisation

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.

At the moment the service is available in the following boutiques:

Return in boutique 

You can return items purchased at Moncler Online Store to a boutique within 14 days, just follow the steps listed below:

1. Make sure the items are in the original condition, all tags and packaging included
2. 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
3. If you paid Cash on Delivery, please remember to bring your bank details (account holder name, SWIFT and IBAN).
4. 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.

It won't be possible to exchange items or get an instant refund in boutique for orders placed online.

At the moment the Return in boutique service is available in the following boutiques: