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 14 days from the reception of your package to make a return free of charge. If you have several orders, you must return them separately.
The items must be returned unused and in their original packaging, with all of the accompanying accessories (unused label, brand label, dust bag, box and packaging).
In order to avoid any transfer or alteration of the colour, bags must be handled carefully and kept in their original dust bag if you wish to return them.
Please try on shoes on a clean, non-abrasive surface, preferably a carpet, to avoid damaging the soles. If you wish to return shoes they must be in perfect condition, unworn and sent back with the original dust bag and box.
Jewellery & accessories
Jewellery and other accessories to be returned must not have been in contact with perfume or any other substance that might damage them.
If these conditions are not respected, our quality control department reserves the right to refuse your return.
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 ([email protected]) 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.