ORDERING ON MONNIER FRÈRES
To order an item on www.monnierfreres.com, please follow these steps:
1. Simply click on the designer or the category of products you would like to browse e.g. “BAGS” or “DESIGNER” “SEE BY CHLOÉ”.
2. When you have found an item, you would like to purchase, click “ADD TO BASKET”.
3. Once you have decided to finalize your order, click on the link “My basket” on the upper right-hand side of the page. Review the items in your basket and click on “PROCEED TO CHECKOUT” to continue.
4. Follow the step-by-step instructions, which will guide you through the registration and payment processes. Once your order has been placed, you will receive your order confirmation by email.
Yes, you have to create an account to place an order.
You will enjoy the following benefits:
Exclusive offers from MONNIER Frères
Track your orders and review past purchases
Request a return directly from your account
Share your wish list via email
Save your address so you can shop even more quickly next time you visit
Manage your account details, address book and email preferences.
Our ordering process requires that your computer accepts "cookies". Cookies allow you to save items added to your basket. If they are disabled, you must change this settings in the options section of your browser.
If you are unable to select the delivery country when you attempt to register or make a purchase, you need to change your delivery area by clicking on the country selection located at the upper left corner of your browser window. Always your correct delivery area before you start shopping. This will allow the products to be displayed in the correct currency and with proper delivery options, taxes and duties.
Your order cannot be cancelled because the preparation at the warehouse is initiated the day you place your order. If you do not wish to receive it anymore, we kindly invite you to return it.
After you have placed your order, you will see an order confirmation on your screen. This will also be sent to you via email. If you did not get an order confirmation, please contact our Customer Service team.
You cannot add any more items to your order after it has been placed. If you would like to purchase additional items, you have to place a new order.
If chosen, your order will be wrapped in a beautiful and elegant box or bag, perfect for any occasion. If you order a watch or sunglasses, the item will be packed in a MONNIER Frères gift bag.
You can also choose our ecological packaging. The items will be sent in a cardboard box and wrapping paper.
The Vanessa Bruno tote bags are sent in a card box envelope without any gift wrapping.
In the case of a simultaneous order, certain items may no longer be available. In this event, you should have received an email. If you have not received this email, please check your spam folder or contact our customer service.
Monnierfreres.com accepts the following payment options: Visa, Mastercard, Paypal, Maestro, Alipay, Amex, Apple Pay and UnionPay.
All payments are charged in US dollars. Please note that conversion and transaction fees may apply and are non-refundable.
Your billing address must match the one registered on your credit card.
To help ensure that your shopping experience is safe, simple and secure, monnierfreres.com uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the Internet. If SSL is enabled, then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration. Monnierfreres.com or other third parties are not able to access this information. Even for potential refunds, your complete credit card information cannot be seen. If you pay with Visa or MasterCard, additional protection is provided by special authentication methods (Verified by Visa® or MasterCard® SecureCode).
Your billing address must match the one registered on your credit card.
FINDING A PRODUCT
The products that we offer on MONNIER Frères come directly from the official brands and are guaranteed by the brand.
We try to give you the most comprehensive descriptions of each product in addition to all the pertinent information such as physical attributes like dimensions. In the rare case that you find our descriptions lacking and you need more specific information, please go directly to the website of the brand for the product your are looking at.
There are two main ways of finding what your heart desires.
1. If you have a favorite designer in mind, you can see all the products that we offer from each designer by selecting the DESIGNERS drop-down menu.
2. If you are looking for a specific category of product, select one of our product categories: HANDBAGS, SUNGLASSES, SCARVES, JEWELLERY, LEATHER GOODS, or HATS & GLOVES.
You can narrow your search further by choosing to filter by designer or subcategories in the drop-down menus for each of these.
If you cannot find the product that you are looking for through the search box and through using our category drop-down menus, please do not hesitate to contact us.
In each item's description, you will find: the brand name, its selling price, its stock availability status, its main features, a detailed physical description, photos, and the special first-hand opinion of our MONNIER Frères staff.
All shipments are carried out by DHL. The orders will be shipped to your shipping address from Monday to Friday (excluding bank holidays) between 8AM and 6PM.
If you are not available during the first delivery attempt, you can call our local carrier on the phone number provided on the leaflet left on your mail box to schedule a new delivery.
If you have not received a leaflet, the local carrier will contact you to schedule a new delivery.
Please note that during sales or promotional offers, the expected delivery time can exceed 48 hours.
All destinations are shipped on a DDP (Delivery Duty Paid) basis, which means that all taxes, duties and shipping fees will be included in the final purchase price.
MONNIER Frères delivers to these following countries:
Europe: France, Austria, Belgium, Switzerland, Cyprus, Czech Republic, Germany, Denmark, Spain, Finland, Greece, Hungary, Italy, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Sweden, Slovenia, Slovakia, Ireland, United Kingdom
America: The United States, Canada, Argentina, Chile, Mexico, Colombia
Asia: China (inkluding Hong Kong and Taiwan), Indonesia, India, Japan, Malaysia, The Philippines, Singapore, Thailand, South Korea
Middle East: The United Arab Emirates, Bahrain, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Turkey
Oceania: Australia, New Zealand
Africa: South Africa, Egypt, Morocco, Mauritius
For deliveries in Canada and The United States of America the shipping fees are USD $15.
For deliveries in Australia, New Zealand, Switzerland, Norway, Singapore, Japan, South Korea, Malaysia, the shipping fees are USD $25.
For deliveries in The United Arab Emirates, Bahrain, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Turkey, Argentina, Chile, Mexico, Colombia, South Africa, Egypt, Morocco, Mauritius, Indonesia, India, The Philippines, Thailand, Brazil, Nigeria, Ivory Coast the shipping fees are USD $35.
For deliveries to China including Hong Kong the shipping fees are USD $25, for deliveries to Taiwan the shipping fees are USD $35.
All orders placed before 2PM Paris time from Monday to Friday (excluding national Bank Holidays), i.e. 8AM New York time, i.e. 9PM Hong Kong time, are shipped the same day, provided that the payment is validated. After this time, the orders are shipped within 24 hours, provided that the payment is validated. Please note that during sales or promotional offers, the expected shipping time can exceed 48 hours.
The shipping time depends on your shipping address:
North America: delivery within 2-3 working days
Central & South America: delivery within 2-4 working days
Asia: delivery within 2-4 working days
Middle East: delivery within 2-4 business days
Africa: delivery within 2-3 working days
Australia & New Zealand: delivery within 3-4 working days
Norway & Switzerland: delivery within 1-2 working days
Please note that during sales or promotional offers, the expected shipping time can exceed 48 hours.
All orders from MONNIER Frères are insured against damage or theft from the time of pickup to delivery at the provided shipping address. The costs to insure the item are covered by MONNIER Frères. Please note: the item has to be returned with a DHL label we provide upon request. It is your responsibility to ensure a proper return, please keep the return receipt on file.
As soon as your order is picked up by DHL at our warehouse in Paris we will inform you via email. In this email you will find the tracking number. With this number you can track your package at www.dhl.com/en/express/tracking.html
Should you claim to have not received your delivery or if you have received a damaged parcel, we kindly invite you to contact our customer service team within 30 days after the shipment date. We will then open an enquiry with the carrier that can take up to 10 business days to be processed. After this period, no claim will be accepted.
RETURNS & EXCHANGES
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 one-year 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 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.
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.
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@example.com) 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
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.
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.
INFORMATION ON COUPON CODES & PROMOTIONAL OFFERS
Before proceeding to checkout, enter your promotional code in the field provided and confirm it by cklicking the “OK” button.
The advantage will be directly deducted from your order total. If the value is not deducted from your order total, you may have already used the coupon code, or the expiration date may have exceeded.
Please note that all our special offers have a time limit and that these offers are often limited to a single use.
Our promotional codes are not valid on the collection (tagged "New Season), sunglasses and on the following brands: Acne Studios, Aeyde, Alexander McQueen, Alexander Wang, Alighieri, Ann Demeulemeester, Balenciaga, Burberry, By Far, Coach, Golden Goose Deluxe Brand, Isabel Marant, Jacquemus, Jérôme Dreyfuss, Lemaire, Loewe, Maison Margiela, MCM, Neous, Numbering, Paco Rabanne, Pamela Love, Tom Wood, Zadig & Voltaire.
Unless it is specified in the terms of the offer, promotions cannot be combined.
TRACKING MY ORDER
Once your order has been shipped, you will receive a confirmation by email with the delivery method and a tracking number. With your registration on the website, you will be able to view and monitor the status of your shipment by clicking on "My Account" at the top right of each page.
We try to ship all orders within 24 hours. However, sometimes there are delays which we cannot foresee. In these instances, we value and appreciate your patience. If you are particularly concerned about your order, please do not hesitate to contact us.
Should you claim to have not received your delivery or if you have received a damaged parcel, we kindly invite you to contact our customer service team within 48 hours after the delivery date. We will then open an enquiry with DHL that can take up to 30 business days to be processed. After this period, no claim will be accepted.
Should you require additional information or clarification of these procedures, please contact us. Our Customer Service team will be happy to help you.You can use the online form provided in the section "contact us" to ask a question or contact us by phone at:
+1 917-722-6038 (this is a non-premium rate number) between 9am to 6pm Paris time from Monday to Friday Paris time (except French public holidays) and on saturdays from 9am to 6pm during sale only.
French public holidays are:
- Monday, April 13th 2020
- Friday, May 1st 2020
- Friday, May 8th 2020
- Thursday, May 21th 2020
- Thursday, July 14th 2020
- Wednesday, November 11th 2020
- Friday, December 25th 2020
OUR COMMITMENT TO YOU
All orders placed before 2PM are shipped the same day (after confirmation of payment).
We take great care in packing our products, so as they are not damaged during transit.
All orders are shipped with Express Premium.
Returns are free.
You have 30 days to return your product free of charge and justification: you can try your product at home at your convenience!
We hope you have a wonderful shopping experience with MONNIER Frères!