Return policy

These Return Policy (hereinafter the " Return Policy ") governs the manner in which the Consumer may return products purchased on the www.moncler.com website (hereinafter also the " Website ").

The products purchased on the Site are sold directly by Industries SpA (hereinafter " Moncler " or the " Seller " or " we " or " us "), a company under the management and coordination of Moncler SpA, with registered office in Milan, Via Stendhal 47, VAT and Tax Number 04804070961, Company Registration Number 1773341 and a fully paid-up share capital of EUR 15,000,000.

Moncler's goal is to guarantee complete consumer satisfaction. If the consumer is not satisfied with their order, for whatever reason, they may exercise their right of withdrawal and return the purchased products.

The consumer must notify us of their decision to return the order within twenty (20) calendar days  from the date they received the product purchased on the Website (or from the date they received the last delivery in the case of multiple purchases), or, if the "Collection in Boutique" option (where available) was selected at the time of purchase, from the date the product was collected from the Moncler boutique (such a declaration will be deemed made if the products are not collected from the boutique within 15 days of their availability). This can be done in one of the following ways:

(a) by completing the online return form  available on the Website in the  Customer Service area (the “ Return Form ”); or

or

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

Products returned under the right of withdrawal  must be returned to Moncler within fourteen (14) calendar days from the date on which the Seller was notified of the decision to exercise the right of withdrawal, from the same country to which they were originally delivered, to the address  indicated on the prepaid return label included in the package (please follow the instructions on the return form to use our free collection service). Products can be returned by sending the package via the carrier indicated by us or via another carrier, or by mail.

If the consumer chooses to use the  courier indicated on the return form  , they will not be required to bear any return shipping costs, as these will be fully covered by Moncler, and the package can then be tracked at any time. In this case, the consumer is asked to follow the instructions included in the return form enclosed with the package and contact UPS to arrange collection. 

If the consumer chooses a  different courier or mail delivery method  to return the products, they will be responsible for shipping the items in advance according to our return instructions and for any loss or damage to the products during transit. For consumer protection, we recommend that returned items always be sent via courier, even if the consumer chooses not to use the prepaid method with our recommended courier.

Alternatively, the Consumer may return the Products directly to one of the Moncler boutiques listed on the Website in the country of delivery within  twenty (20) days of receipt  . The Products must be presented to the sales associate in their original packaging, if possible and still intact, along with the delivery note contained in the original packaging and the dust bag, if included in the package at the time of delivery of the order. In this case, the Consumer will not incur any costs. The sales associate will complete the return form and verify that the Products comply with the requirements set out in these Return Policy and the General Terms and Conditions of Sale. Delivery of the Products to the sales associate will constitute acceptance of the return by Moncler.

If the consumer has chosen the “Tax-free” option when placing the order:

(a) the return is subject to the same conditions as set out in the Return Policy as long as the consumer has not yet received a tax refund (and therefore before leaving the country where the goods were purchased). In this case, the consumer is entitled to a full refund of the product price (including sales tax) and shipping/delivery costs (if applicable);

(b) If the consumer has already left the country of purchase and has received a refund of the sales tax before the expiry of the 20-day period for exercising the right of withdrawal, the consumer is still entitled to return the product to receive a refund of the price less any sales taxes (VAT, etc.) that have already been refunded. In any case, the consumer accepts and acknowledges that they are solely responsible for complying with all customs regulations and paying all customs fees applicable to the return of the products to the country where they are to be returned. Moncler reserves the right to refuse acceptance of products for which these formalities and fees have not been previously completed. 

In all cases of returns of products purchased under the Tax Free option, the following conditions apply.

The right to return the products shall be deemed to have been duly exercised once  each of  the following conditions has been fully met:

Moncler reserves the right to refuse the return of products that are damaged, dirty or in a condition that clearly indicates that they have been used for purposes other than the verifications strictly necessary to establish their characteristics.

In any event, the consumer shall be liable for any depreciation of the value of the products; the seller reserves the right, at its sole discretion, to take legal action against the consumer to determine such depreciation and, subordinate to the rejection of the return, to deduct from the refund due to the consumer an amount corresponding to the damage caused to the returned product.

Once all the above conditions are met, we will refund the full price of the purchased products (except for sales taxes if the consumer has chosen the tax-free option and has already benefited from the sales tax refund; in this case, the refund will be made less these taxes).

Please note that products returned under the right of withdrawal will be shipped from the same country to which they were shipped, with the exception of returns from customers who have made use of the "Tax Free" option.

All products sold by Moncler carry an identification tag. Products must be tried on without removing the tag. Products returned without a tag will not be accepted. When returning damaged, defective, or incorrectly delivered products, the identification tag should still be attached to the products, if possible and still present.

If the product is not accepted, the consumer will be notified by email as soon as possible and within a reasonable time. In this case, the consumer may have the products redelivered at their own expense. Please note that refused and re-delivered returns may not include the original packaging (dust bag). Should the consumer refuse the aforementioned delivery, Moncler reserves the right to definitively retain the products, which will be considered refused and abandoned by the consumer, along with the amount paid for the purchase. 

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

sealed products which have been unsealed by the consumer after delivery, where the return of these products is unreasonable for reasons of health protection or hygiene;

Products containing sealed audio or video recordings or computer software or digital elements, if the product is unsealed after delivery;

Products made to the consumer's specifications or clearly personalized;

Products which have been inseparably mixed with other items after delivery; or

digital services or content, once the consumer has started downloading the product, for which the right of withdrawal has been expressly waived.

After Moncler receives the returned products and verifies that they meet all requirements, the consumer will receive an email confirming acceptance of the returned products. Regardless of the payment method used (credit/debit card, PayPal, Apple Pay, Google Pay, Sofort, Klarna, WeChat, where available), Moncler will refund the consumer all payments received by Moncler for the canceled purchase, including standard shipping costs, if paid (but excluding additional costs for expedited shipping options, gift wrapping, and any other additional costs related to the delivery option chosen by the consumer at the time of purchase).

We will make the refund due as soon as possible and, in any event, unless the mandatory local legislation of the consumer's place of residence provides otherwise[1], within:

if the consumer uses our free collection service: within fourteen (14) calendar days  from the day on which our warehouse received and inspected the returned products; or

if the Consumer returns the Products independently: within fourteen (14) calendar days  from (i) the date on which Moncler received the Products returned by the Consumer  or  (ii) from the date on which the Consumer provided proof of return of the Products,  whichever is earlier ;

when the consumer returns the products to one of our boutiques, immediately  after the sales associate has completed the procedures to verify that the returned products comply with the return conditions specified in the above section.

The consumer is liable for any depreciation of the returned products resulting from their use for purposes other than the verifications strictly necessary to determine their characteristics, functioning, or quality. Moncler reserves the right to withhold from the refund the amount corresponding to the damage caused to the returned product and, in any event, to take legal action against the consumer to protect their rights. 

Without prejudice to the above provisions, the time frame for refunding the amount paid by the consumer for the purchase of returned products, once Moncler has verified that the return was made in accordance with the above conditions, depends on the payment method used. For example, the following applies:

For purchases made with a credit/debit card, the refund period depends on the terms and conditions of the credit card company;

For payments made by bank transfer, the consumer will receive a refund of the amount paid for the products to the bank account used for the purchase. The time required for the refund depends on the information provided in the order. Please note that a bank account is required to receive a refund for orders made via bank transfer.

This service is not available if you choose the “Tax Free” option.

If the consumer wishes, instead of a refund of the corresponding amount, he may exchange the purchased products (except for personalized products) for other products in accordance with the following conditions:

If all the above conditions are properly met, and after the consumer has completed and submitted the "Exchange Your Order" form, which includes the item exchange request, Moncler will process the request and send the consumer a confirmation email. If these conditions are not met, Moncler will inform the consumer by email and, if already returned, will return the products at the consumer's expense. 

Once the products to be exchanged are received, Moncler will examine them to verify that all the above requirements are met. Moncler will then check the actual availability of the products for exchange in the warehouse to ensure that the selected size and/or color is available. If the selected products are not available, Moncler cannot accept the exchange request and will refund the consumer the price of the originally purchased products, following the procedures described in these Return Policy, and will inform the consumer accordingly by email. If the selected products are available in the warehouse, Moncler will accept the exchange request and send the consumer an email confirming the shipment of the replacement products. Shipment will occur once the exchanged item has been accepted in the warehouse. The shipping costs for the replacement products will be borne by Moncler, and Moncler will select the courier to be entrusted with the shipment.

If the price of the replacement product is the same as the original product, the consumer is not required to pay. If the price of the replacement product is higher than the original product, the consumer must pay the difference. If the price of the replacement product is lower than the original product, the consumer is not required to pay and will receive a refund of the difference.

[1] For consumers residing in the following countries, the different refund periods specified below apply: