Question 1

Why is shopping on Moncler.com unique?

Accepted Answer

Heritage, uniqueness and innovative spirit drive us to concquer the highest peaks of excellence.

Thanks to our numerous online and in-store 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 one of our boutiques.

Question 2

Can I place an order over the phone?

Accepted Answer

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!

Question 3

Can I cancel or modify my order?

Accepted Answer

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.

Question 4

How can I track my order?

Accepted Answer

Once you place your order online, you will be able to see the details of the purchase, follow its preparation, and see shipping updates in the Client Service area.

Registered clients will also find all available updates in their My Moncler account. We will update you in real-time through the Order Confirmation email, and the Shipping Confirmation email.

Question 5

I am experiencing technical issues, can you help?

Accepted Answer

For a pleasant experience at Moncler.com, we recommend you use the latest versions of your browsers.

If you experience any kind of issue during the navigation, try to eliminate all Cookies and Temporary Files from your computer. Also, check that Javascript is enabled.

For further support, please contact us with the following details:

• Your operating system (Windows Vista, Mac OS X, etc.)

• Internet browser and version (Internet Explorer 9, Firefox, Safari, etc.)

• The link to the product page of the garment you wish to purchase

Question 6

Can I do a pre-order?

Accepted Answer

On Moncler.com, you can reserve selected items even if they are not yet available. The estimated delivery date is indicated within the product page.

You will be charged the corresponding amount once you complete your order or at the time of shipment of each article, depending on the payment method that you selected at check-out.

We will notify you by email as soon as each item is shipped to you.

Question 7

How do I send a gift?

Accepted Answer

On Moncler.com you can send a gift to a person of your choice and deliver it directly.

The recipient will receive the gift with two types of greeting cards: a Gift card with your personal message inserted during the online checkout, and a mini customizable gift card.

For each order, an electronic receipt will be sent to the purchaser.
All orders are also sent with a physical gift receipt, excluding prices.

Question 8

How will my purchase be packaged?

Accepted Answer

On Moncler.com all packaging are made with sustainable and recyclable materials and you can choose the best for you:

- "Signature" packaging, where your order will be wrapped in a white tissue paper or placed inside a garment bag, depending on the product. An hanger and garment cover made from recycled plastic will be provided for Downjackets. The order will be put into a white inner box or envelope bag with our official logo and closed with a blue, red and white gros grain ribbon.

- "Born to protect" packaging, where your order will be put inside a TNT bag with our official logo or in a garment cover made from post-consumer recycled plastic bottles.
An hanger made from recycled plastic will be provided for Downjackets.

Question 9

How can I choose the right size for me?

Accepted Answer

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.

Question 10

Which payment methods do you accept?

Accepted Answer

You can shop on Moncler.com using the following payment methods:

- All major credit cards, including American Express, China Union Pay, Diners, Discover, JCB, Mastercard, VISA.
- Selected mobile payment methods, including Amazon Pay, Apple Pay, Google Pay, Klarna, PayPal.

Please be informed that your billing address must match the address on your credit card statement.

We invite you to verify at checkout the payment methods available at the time of your order. Please note that minimum and maximum amount limits may apply to certain payment methods.

Depending on the payment method, the order's amount may be charged as soon as the order is completed or a pre-authorization of payment may be required.

For payment methods requiring a pre-authorization, the amount of each item is only charged once the item has been prepared for shipment. Please however note that for all personalized items the payment is charged at checkout.

Question 11

Are payments secure?

Accepted Answer

Moncler Online Store we guarantees the maximum security for all your purchases. We employ the most advanced encrypted services (SSL) and protected connections. You can see from the “HTTPS” URL prefix, and 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.

Question 12

My order is not being accepted. Why?

Accepted Answer

Please make sure that the information inserted at checkout is correct. If the system still doesn't accept your order, please contact your bank as they may blocking the transaction. You may also contact us for additional assistance.

At this time, we only accept one form of payment per order.

Question 13

Is VAT included in the final price?

Accepted Answer

All prices include VAT. At this time we are unable to provide tax refunds for purchases made on Moncler.com.

Exceptionally, we can offer a VAT refund to non-EU residents who:
- purchase eligible products selecting the Pick Up In Store at checkout
- purchase eligible products with Click From Store in our boutiques

The service is currently offered in Austria, France, Germany, Italy and Spain.

Please note that the order must include only one article. In case you wish to purchase multiple articles and request the tax refund service, we invite you to make separate orders.

Question 14

What are the delivery times and costs?

Accepted Answer

EXPRESS DELIVERY
Delivery timing: within 1 - 3 working days from the shipping confirmation email.
The preparation of your order will require 1 working day.
Some locations may require an additional 1/2 days for delivery.
Fee: Free

USEFUL INFORMATION

Please note that working days are Monday through Friday, and that our Distribution Center is closed on national holidays:
Jan 1st; Apr 1st, 25th; May 1st; Aug 15th; Nov 1st; Dec 25th, 26th.
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.

Question 15

Any shipping restrictions?

Accepted Answer

All the available delivery destinations can be selected at the check out page by selecting "Ship to".

The delivery address of your order must match the country site in which you place your order. Please select the correct country site for your order from the link in the corner of every page.

Please note some items, such as fragrances, are subject to shipping limitations in certain countries or areas. You can check if your address of choice is eligible for shipment at check out.

Question 16

Is a signature required at delivery?

Accepted Answer

For security reasons, all purchases made on Moncler.com require a signature upon delivery.

All orders are delivered by UPS. If no one is available to sign for the package, the courier will make a total of 3 delivery attempts, generally on 3 consecutive business days.

After 3 failed delivery attempts, your order will be automatically returned to Moncler.

Question 17

What is your Return Policy?

Accepted Answer

You can request a return for any item purchased on Moncler Online Store within 20 days of the delivery date.

All orders placed and delivered between November 13th and December 24th may be returned until January 15th. Orders placed after December 24th follow the ordinary Return Policy.

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

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

• Less than 20 days have passed since the courier delivered the order

If all the above conditions are met, then:

• Simply click the return button after you have received the package and if you are not registered, fill in the online Return Form

• Replace the shipping label on the box with pre-paid return label UPS

• Fill out 3 copies of the Shipping invoice that came with your parcel. If the forms are not complete, the package will not pass Customs and will be returned to you. Remember to include a copy in the return box, and keep the other 2 copies to give to the courier at pickup or drop-off.

• Contact UPS to arrange the pick-up or leave the parcel at a designated drop-off location.

We normally verify and process returns within 3 business days from when they are received. The refund will be issued upon return acceptance, and you will receive a confirmation email.

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.

Question 18

How do I ship my return?

Accepted Answer

Moncler offers a free return shipping label through the courier UPS that you will find in the parcel upon its delivery.

Fill in the online Return form with 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 UPS label over any prior delivery information. The pre-paid label gives you free return shipping.

4. Fill in the three Shipping Invoice copies you received with the original order. Include one in the return box, keep the others to give to the courier at pickup or drop-off

5. Drop the package at your nearest UPS location or contact the courier in order to organize the pick-up

Please note that for some remote locations UPS does not cover the return service, therefore the prepaid return label may not be included in your parcel. Please get in contact directly with our Client Service, our team will support you by providing you an alternative return pick-up service.

Question 19

Can I use my own return service?

Accepted Answer

Should you prefer to ship the return using a different courier, return shipping fees will be completely at your expense.

In this case, we suggest you choose a trackable and insured delivery service, as Moncler.com 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 UPS label.

Please return your parcel to our distribution centre:

INDUSTRIES SPA Via Dogana PO 2A BLOCCO L 29015 Castel San Giovanni (Piacenza) Italia

Question 20

I lost the pre-paid return label, what can I do?

Accepted Answer

If you have lost your Return Label, please contact our Client Service.

Question 21

How are refunds issued?

Accepted Answer

Online returns are usually accepted within 3 business days upon receipt to our Distribution Center.

These 3 days are necessary to check that the items meet our Return Policy conditions. Should your return not meet these conditions, the items will be sent back to you.

The refund is issued to the same payment method you used for the purchase. You will receive a confirmation email once the refund has been requested.

The time needed for the credit to show in your account may vary based on the payment method used and on local banking procedures.

Question 22

Can I make an exchange for a different item?

Accepted Answer

If you are a registered client and wish to exchange an item from your order, you may find your order information in "My Account". If you are not a registered client, you may "Complete the Exchange" form in the Client Service area within 20 days from the delivery date. You then have up to 14 days to ship the parcel back to our Distribution Center.

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.

For each item you wish to exchange, select the new item and the reason of return, and proceed with the exchange. Should the new product be more expensive, a new payment for the price difference is required. In case the price is lower, you will be refunded for the outstanding amount once we receive your return.

Follow our Return Policy standards and guidelines to return the garment you wish to exchange. Please remember that items can be exchanged only one time.

The new item will be shipped to you once the return will be received and accepted at our Distribution Center.

Also, should you wish to return and exchange different items belonging to the same order, they can be shipped back together.

Client Service team is always at your service for product recommendation and styling tips!

Question 23

Can you assist me with my product?

Accepted Answer

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.

Question 24

General care

Accepted Answer

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.

Question 25

Outerwear

Accepted Answer

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.

Question 26

Ready-to-wear and Soft Accessories Care

Accepted Answer

Please always refer to care labels available inside your Moncler garment for specific cleaning instructions.

If allowed by the instructions, items may be cleaned at home. When cleaning your item at home, we recommend paying particular attention to:

• Not overloading the washing machine, if washing machine cleaning is permitted

• Avoid soaking

• Use laundry bags, especially for soft tricot garments

• Iron on reverse

• In case of soft textiles, brush the item at the end of the cleaning process - use a dedicated adhesive brush

Furs and leathers can be entrusted to a specialist.

For storage, we recommend not hanging the item up and not compressing the item. This might stretch the fabric fibres and alter the garment's original shape.

In case of knitwear garments (e.g. cashmere, mohair, etc…) we suggest to avoid many days of consecutive wear. This will allow the knitted fibers adequate rest time, for the benefit of the item's esthetic integrity.

Question 27

Shoes Care

Accepted Answer

Never wash shoes in the washing machine or by soaking in water. This will damage shoe materials, might cause colour migration and might cause the sole to detach from shoe.

To clean shoe soles, gently wipe with a white, soft, lint-free, slightly damp cloth in water with neutral soap.

To clean the shoe upper:

• In case of nylon and textile materials, use of a bio-sponge to remove stains and dust which might penetrate the fabric

• In case of nabuk, crust, and suede, use brushes with natural or soft plastic bristles

• In case of pvc, leather, and patent leather, use a microfiber cloth

Before storing, make sure the item is completely dry. We recommend letting the item air in a cool dry place for few days before storing.

Question 28

Bags Care

Accepted Answer

Never wash bags in the washing machine or by soaking in water. This will damage bag materials, might cause colour migration and the handle to detach.

Bags can be entrusted to a specialist.

Question 29

Sunglasses Care

Accepted Answer

Use lukewarm water to clean your sunglasses. In case of large residues on lenses, use slightly soapy lukewarm water with neutral soap. Once dry, polish the lenses with the lens cleaning cloth provided at purchase.

Store inside the pouch and / or protective case provided at purchase. Kindly be informed that storage in hot environments (heaters, cars, etc.) for long periods might cause the frame to deform.

Question 30

Can I pick up my order in boutique?

Accepted Answer

Moncler.com offers you the possibility to buy online and pick-up your order in boutique.

At checkout, simply select the option "Pick up in boutique" and collect your order in one of the available locations.
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 Center.

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 Authorisation

Question 31

Can I purchase an item online in boutique?

Accepted Answer

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.

Question 32

Can I return or exchange an item in boutique?

Accepted Answer

You may return 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 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.

Question 33

Can I reserve an item available in one of your boutiques?

Accepted Answer

You may reserve an item available in boutique directly from the Moncler.com product page.

Enter the product page, select your size and click on Availability in Boutique. Choose the location where you wish to reserve your item and click on Reserve Item.

Our boutique will contact you as soon as possible in order to confirm the availability and arrange an appointment.

After you receive the confirmation of availability, the product is exclusively reserved for you until the end of the following day.

Question 34

How can I contact one of your boutiques?

Accepted Answer

If you wish to book a direct appointment with one of our boutiques, refer to our Store Locator to get in touch with them.

Our Client Advisors will be glad to guide you through a personalized selection of items hand-picked for you.

Once in the store, should the item of your choice not be available, our staff can also assit you with an online purchase.

Question 35

What are the benefits of registering?

Accepted Answer

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!

Question 36

How can I modify or close my account?

Accepted Answer

You can update and modify all the information of your account by clicking on “Modify” on your account.

If you wish to close your account, please contact us.

Question 37

How do I receive Moncler updates?

Accepted Answer

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.

To be removed from our mailing list, please open any Moncler Newsletter you have in your inbox, and click on "Unsubscribe".

Question 38

Is my data safe?

Accepted Answer

Moncler guarantees greater transparency and protection of your personal data in accordance with the European regulation on the protection of personal data (GDPR), applicable as of May 25, 2018.

According to such laws and regulations, Moncler allows you to:

- Withdraw your consent to the treatment of your personal data, or request the rectification at any time

- Obtain access to your personal data and information about its treatment, including a copy of your personal data

- Delete your personal data or discontinue its use by Moncler, under certain conditions

- Obtain data portability, if technically feasible

- Deny consent to the processing of your personal data for marketing purposes

- Submit a complaint to the competent Supervisory Authority, including the Italian Supervisory Authority, to request a verification or report a violation

Moncler has appointed its own DPO, that you can contact by writing to Industries S.p.A., at via Stendhal 47, 20144, Milano, Italia or sending an email to dpo@moncler.com.

The Data Protection Officer (DPO) is an expert in the protection of personal data, whose task is to provide consultancy services regarding privacy to companies, and to verify that personal data are treated in a lawful and relevant manner.

For detailed information about your rights, please refer to our Privacy and Cookie Policy, or contact us, by selecting "Privacy" in the Contact Form drop-down menu.

Question 39

How do I create my personalized jacket?

Accepted Answer

Moncler By Me is a customization service available only to clients registered on Moncler.com.

To personalize your jacket, access the configurator on Moncler.com and start the journey. You will be able to select your preferred colors, add a personalized text, symbols and logos.

Once you are happy with the result, proceed to checkout to complete your order.

If you are not registered on Moncler.com yet, you can create your My Moncler account before checking out.

Question 40

Do you accept all orders?

Accepted Answer

Being an exclusive, one-of-a-kind service, we are only taking on a limited number of orders. Should we be temporarily unable to fulfill your request, we invite you to join our waiting list. We will notify you as soon as we are able to take on new customization requests.

Once the order has been placed, your proposed personalization will be thoroughly reviewed. In case any wording or content does not comply with the Moncler By Me Legal Disclaimer, the order will be cancelled and refunded via the same payment method selected at checkout.

In case your order is cancelled, we invite you to create a new jacket.

For more information, do not hesitate to contact our Client Service.

Question 41

When will I receive my order?

Accepted Answer

Your jacket is one-of-a-kind and created just for you. Custom items might take from 4 to 8 weeks to ship.
The estimated delivery time of each Moncler by Me jacket is indicated at check out.

Once you place your order online, you will be able to see the details of the purchase, follow its preparation, and see shipping updates on your My Moncler account.

As soon as your jacket is ready to be shipped, we will inform you via email.

If your order includes different items, each product will be shipped to you as soon as it is available at our warehouse.

Question 42

Can I cancel or modify my Moncler by Me order?

Accepted Answer

As soon as your design is confirmed, we start creating your personalized jacket.

Should you wish to cancel or modify your order, contact us and we will do our best to accommodate your request.

Please note that in case your jacket is already in production, it will not be possible to cancel the order.

Question 43

What is the payment and return policy?

Accepted Answer

You can choose your preferred payment method among those available when completing your order. The amount of the bespoke item is charged at checkout.

Please note that personalized items are not eligible for returns or exchanges.

For more information, please refer to our Return Policy.

Our Client Service is at your disposal should you need any assistance.

Question 44

Can I customize my jacket in boutique?

Accepted Answer

Every Moncler boutique in Europe, United States, Canada, South Korea and Japan can help you customizing your personalized jacket.

Selected boutiques in the world also offer a Moncler By Me experience - you can find exclusive prints, see the colors and try the jackets on. Book an appointment now to discover which boutique near you offers the personalization experience.

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