Returns & exchanges
I RECEIVED A DEFECTIVE ITEM, WHAT SHOULD I DO?
If you notice upon delivery that your item is flawed, please contact our customer care team within 48 hours. Our team may request photographs of the defects. Items that have been worn will not be considered as defective and cannot be refunded or subjected to our warranty service.
We insure a 6-month warranty on all items, from the day the order is placed. If the flaw stems from a manufacturing issue, please contact our customer care team who will be happy to place a request directly with the manufacturing brand. Once the 6-month period has expired, the warrantee is subject to each brand’s policy. Please contact us in order to know more about whether the brand you’ve purchased offers repairs and at what cost.
HOW CAN I RETURN MY ORDER?
Should you wish to return your purchase, you have 30 days from the reception of your package to make a return free of charge. If you have several orders, you must return them separately. Items must be returned new, unused and with all labels still in place including the label that serves as a guarantee of non-use. We cannot accept back any items that do not respect these specified conditions.
We advise you to try on your new shoes on a clean surface, preferably a carpet,
to avoid damaging the soles. In case of a return, the shoes must be in perfect condition,
unworn and in their original dust bag and box.
If you wish to return an item in these conditions, please follow these steps:
Log in your MONNIER Frères account
Click on “return” on the order you would like to return
Select the item you would like to return
Choose the item condition, the reason to return and the quantity to return
Click on “Add item to return”
Click on “Submit”
Then you will receive an email from MONNIER Frères (firstname.lastname@example.org) with the commercial invoice in 3 copies: 1 to put inside your parcel, 1 for your records and 1 for DHL, and the prepaid label to stick onto your parcel.
As soon as your parcel is registered, we will proceed with the reimbursement of your order. Depending on the type of payment method used and your bank, please allow 10 business days to see the transaction in your account. Please not that shipping fees and taxes will not be refunded
CAN I RETURN MY ORDER WITH ANOTHER SHIPPER?
Monnierfreres.com works with DHL exclusively. All the returns are free if you use the DHL prepaid label provided by monnierfreres.com
If you chose to return your item with a different carrier, the reception, validation and refund of the package will be delayed. Please note that monnierfreres.com is not liable for potential damage on your parcel or for lost parcels if you return your order with a carrier that is not DHL. Please refer to the DHL website for more information on the terms and conditions of the shipping.
WHEN CAN I EXPECT THE REFUND FOR MY RETURN?
Refunds will be processed within 10 business days after the reception and validation of your items at the warehouse in Paris. The time period depends upon your particular credit card or bank. The amount will be visible on your next credit card statement.
IMPORTANT: The Company will not refund customs duties and sales taxes for orders sent to destinations outside of the European Union.