Terms and Conditions of Sale
The following General Terms and Conditions of Sale govern the offer and sale of products on our web site (“store.moncler.com”). The products purchased on store.moncler.com are directly sold by YOOX NET-A-PORTER GROUP S.p.A. (“YOOX NET-A-PORTER GROUP”), company subject to the management and coordination of Compagnie Financière Richemont S.A., with registered office in Italy at via Morimondo 17 – 20143 Milano, business register number, tax code and VAT number 02050461207, fully paid share capital of EUR 1,338,942.89 (hereinafter referred to as “the Vendor” or “We” or “Us”). Requests for information should be made through our Customer Care: click here to contact Customer Care.
1. Our Business Policy
The Vendor offers products for sale on store.moncler.com and its e-commerce business services are available exclusively to its end users, i.e. the “Consumers”.
“Consumer” shall mean any individual who is acting for purposes which are outside his or her trade, business or profession. If you are not a Consumer, please do not buy any products on store.moncler.com.
The Vendor reserves the right not to process orders received from users who are not “Consumers” and any other order which does not comply with the Vendor's business policy.
These General Terms and Conditions of Sale exclusively regulate the offer, transmission and acceptance of purchase orders relating to products on store.moncler.com between the users of store.moncler.com and the Vendor.
The General Terms and Conditions of Sale do not regulate the supply of services or the sale of products performed by third parties that are on store.moncler.com through links, banners or other hypertext links. Before sending orders and purchasing products and services from those third parties, we recommend that you verify the third party's terms and conditions, since the Vendor shall under no circumstances be deemed liable for the supply of services provided by third parties or for the execution of e-commerce transactions between the users of store.moncler.com and third parties.
2. How to Execute a Contract with the Vendor
In order to place an order for the purchase of one or more products on store.moncler.com, you must fill out the online order form and send it electronically to the Vendor, following the relevant instructions.
Before purchasing products, you will be asked on the transmitted order form to carefully read the General Terms and Conditions of Sale and an Informational Note on Right of Withdrawal, to print a copy of them by using the print command and to save or make a copy thereof for your personal records. We will also provide you with a summary of the commercial and contractual terms and conditions we are proposing for the purchase of products, which contains reference to the General Terms and Conditions of Sale, and a summary of the information on the essential features of each product ordered, along with the relative price (including all applicable taxes or fees,) the payment methods you may use to acquire each product, the delivery methods for the purchased products, the procedures for handling trader claims, and shipping and delivery costs. It also contains the details and mailing and email addresses of the Vendor and the date by which the Vendor promises to deliver the goods. The Vendor will also provide you with a summary of the terms and conditions for exercising your right of withdrawal and the procedures and time limits for returning the purchased products (as per Return Forms). You will also be provided with an indication regarding the circumstances under which you would lose the right to withdraw from the contract. If applicable to the purchase, you will be informed that, in the event of withdrawal, you will have to bear the cost of returning the products. You will in any event be reminded that there is a legal guaranty for conformity of the products, and you will be provided with the contact information for our post-sales service department.
In the order form viewed immediately prior to entering into the purchase agreement, we will provide you with summarized information regarding the essential features of each product ordered, the price (including all applicable taxes or fees) and the shipping costs (including therein any additional costs you have incurred due to choosing a different and/or faster type of shipping and delivery than the standard method. The order form contains a summary of these General Terms and Conditions of Sale, information on the main characteristics of each product ordered and corresponding unit price (including all applicable fees and taxes), the type of payment that you may use in order to purchase each product, shipping terms for the purchased products, shipping and delivery costs and the terms and conditions for returning purchased products.
An order shall be deemed to have been submitted when the Vendor receives your order form electronically and the order information has been verified as correct.
Before submitting your order form for the purchase of products, you will be asked to carefully read the General Terms and Conditions of Sale, to print a copy using the print option and to save or reproduce a copy thereof for your own personal use.
When you transmit the order form, you will be informed that this forwarding constitutes an obligation to pay the price indicated. The order form will be filed in our data base for the time required to process your order and as provided by law. You may access your order form by clicking on the section called Follow your Order, in the Customer Care area.
Before submitting the order form, you will be asked to identify and correct possible input errors.
English is the language used for executing contracts with the Vendor.
After your order form has been submitted, the Vendor will process your order.
The Vendor may not process purchases when there are not sufficient guarantees of solvency, when orders are incomplete or incorrect, or the products are no longer available. In the above cases, we shall inform you by email that the contract has not been executed and that the Vendor has not carried out your purchase order specifying the reasons thereof. If the products displayed on store.moncler.com are no longer available at the time of your last access and once the Vendor has received your order form, the Vendor shall inform you of the unavailability of the ordered products within thirty (30) days from the day after Vendor has received your order. If the order form has been sent and the price has been paid for items that are no longer available, the Vendor will refund, without undue delay, the amount paid for those items and the contract between the parties will consider to have been terminated.
By submitting an order form to and making a contract with the Vendor, you unconditionally accept and undertake to observe the provisions of these General Terms and Conditions of Sale. Should you not agree with certain provisions of these General Terms and Conditions of Sale, please do not submit your order form for the purchase of products on store.moncler.com.
Upon submission of an order form, the Vendor shall send you a purchase order receipt email, containing the General Terms and Conditions of Sale and the summary document on the Right of Withdrawal and therefore, all of the information that is already contained in the summary of commercial and contractual conditions viewed prior to making the purchase. A summary of the information related to the order form (General Terms and Conditions of Sale, the products' main characteristics, detailed information on the price, terms of payment, return policy and shipping costs).
3. Guarantees and Product Price Indication
On store.moncler.com, we only offer products marked with the “Moncler” trademark. These products are purchased by us directly from the fashion house and/or the manufacturer authorised by the fashion house.
The Vendor does not sell second-hand products, flawed products or products of lower quality than the corresponding market standards.
The main characteristics of products are shown on store.moncler.com on each product page. The products offered for sale on store.moncler.com may not exactly correspond to the real garments in terms of image and colours due to the Internet browser or monitor used.
Prices are subject to change. Check the final price of sale before sending the relevant order form.
Orders made from a Country site different from the one you are shipping to, or to addresses to which the Vendor cannot ship, will be automatically cancelled.
All Products come with an identification tag attached with a disposable seal. Do not remove the tag or seal from the purchased products should you wish to return the purchased product.
Should you decide to exercise your right to return purchased products, the Vendor has the right to not accept returned products or not fully refund the amounts paid for the purchase, as concerns products that are returned without the corresponding tag or seal or that have been altered from their original status or damaged, as is more extensively clarified in paragraph 7.10.
Without prejudice to the application of the mandatory consumer protection provisions, all products sold by the Vendor are covered by a twenty-four (24) month guarantee for lack of conformity. You shall inform the Vendor of the existence of any such lack of conformity within a period of two (2) months from the day when you detected the lack of conformity. Please contact our Customer Care.
In case of lack of conformity, you may choose between the repair or replacement of the product. If these remedies are impossible or disproportionate you are entitled to either require the Vendor to make an appropriate reduction in the price or to terminate the contract.
Payment of the product prices and relevant costs for shipping and delivery must be made by using one of the procedures indicated on the order form. Under no circumstance will costs that are higher than those effectively incurred by the Vendor be charged, in relation to your previously selected payment method.
In case of payment by Credit/Debit Card, all details (for example, card number or expiration date) will be sent by encrypted protocol to Banca Sella or other banks which provide remote electronic payment services, without third parties having any access thereto whatsoever. Such details will not be used by the Vendor except for performing the procedure relevant to your purchase or issuing refunds in the case of returns in compliance with the exercise of your return right or for reporting cases of fraud to the police. The price for the purchase of products and the corresponding costs for shipping and delivery, as indicated in the order form, will be charged to your current account only when the purchased products are actually shipped.
5. Shipping and Delivery of the Products
You can choose to receive the products you have purchased at your chosen address or at a Moncler boutique (if available) in your country of purchase, selected from those listed on the order form. If you have chosen delivery to a point of sale, we will inform you of the products’ arrival at the boutique by email. In this case, you must collect the purchased products from the chosen boutique no later than 15 days after the aforementioned email is sent.
Should you fail to collect the products within the aforementioned period of 15 days, the purchase shall be understood, to all intents and purposes, to be automatically terminated. Consequently, it will no longer be possible to collect the products, which will be returned to the Vendor by the personnel of the chosen boutique. As a result of the termination of the purchase contract, you will be reimbursed for the amount paid, within the time frame set forth in paragraph 7.10 below.
When you go to the Moncler boutique to collect the order, you must show the sales assistant a copy of the delivery confirmation email, as well as a personal identification document. If you ask another person to collect the order, he/she will need to present the delivery confirmation email, a photocopy of your identification document, a document in which you authorise him/her to collect the order, and his/her own identification document.
We would like to remind you that you cannot pay for the items at the point of sale, which means that you cannot select the cash-on-delivery option if you choose delivery to a boutique.
If you have selected delivery to a boutique, the delivery timings and costs are the same as those for delivery to your chosen address.
For specific product shipping and delivery procedures see the Customer Care area and read the Shipping section. Please read these sections carefully. The information provided in these sections forms an integral part of these General Terms and Conditions of Sale and, consequently, shall be deemed to be fully read and accepted by you at the time your order form is sent.
6. Customer Care
Please contact our Customer Care for further information.
You may return products purchased from Us, without any penalty and without specifying the reason, within fifteen (15) days from receiving the products purchased on store.moncler.com.
To withdraw from the contract you must inform the Vendor of your decision to cancel and can do so by: (a) using the online return form available on the website (the “Return Form”, per the standard form pursuant to Art. 49, subsection 4 of the Consumer Code); or (b) Contacting us within fifteen (15) calendar days from the date on which you received the purchased product (or for purchases of multiple products, the date of which you received the last product) from store.moncler.com, or, if the “Pick up in boutique” (if available) option was selected at the time of purchase, from the date of pick-up of the order at the boutique. Should you choose to use the Return Form to be sent directly online through store.moncler.com, the Vendor will send you an email confirming receipt of the return request. Should you conversely choose to send another withdrawal declaration, you will be responsible for proving that you exercised your withdrawal right in a correct, timely manner.
Once you have exercised your right to withdraw from the contract, it is necessary to ship back the items to the Vendor within fourteen (14) calendar days from the date you notify the Vendor of your decision to cancel. The products may be returned by dispatching the package through the shipping agent indicated by the Vendor (UPS), or through another shipping agent or postage method. We also invite you to complete the Return Form* available on the web site in the Customer Care area, in order for us to provide you with a Return Number. Alternatively, you can also decide to return products directly to one of the Moncler boutiques listed on store.moncler.com.
The only costs at your own expense are those for return shipping, unless the Vendor expressly exempt you from those costs at the time of purchase, and on the further condition that you use the shipping agent indicated by the Vendor in the Return Form.
Should you decide to use the courier indicated by store.moncler.com in the online Return Form, store.moncler.com will pay for the return shipping costs for you and will relieve you from direct payment to the courier. store.moncler.com will withhold a flat rate as payment for the return shipping, which will correspond to the original costs paid for the shipping and delivery of the order. The Vendor’s payment of the refund will in fact be a flat rate reimbursement equal to the cost of standard shipping for the purchased products. Additionally by using this courier indicated by store.moncler.com in the online Return Form, the Vendor relieves you from any responsibility for any loss or damage to the products during transport.
If you decide to use a different shipping method from the one indicated by the Seller in the Return Form, you will have to directly take care of the return shipping payment, at your own expense. In this case, you will also be reimbursed an amount that is equivalent to the cost of standard shipping of the products acquired, although you will not be reimbursed for any additional costs you have incurred for having chosen a different and/or faster type of shipping and delivery than the standard method. In this case, you will still be able to responsible in case of loss or damage to the products during transport that is due to your negligent choice of carrier and/or shipping methods.
The return right - besides compliance with the terms and procedures described at par. 7.1, 7.2 and 7.3 above - shall be deemed correctly exercised once the following conditions have been fully met:
- except in the case of a return via delivery of products to one of the Moncler boutiques, the online Return Form* must be sent directly online through store.moncler.com, or through another declaration which explicitly states your decision to return the products, which must be properly completed and sent to the Vendor within fifteen (15) days of receipt of the products or, if at the time of purchase you selected the "Pick up in boutique" option, by the date of pick-up at the point of sale;
- the products must not be used, worn or washed;
- the identifying tag must still be attached to the products along with the disposable seal, which is an integral part of the item;
- products must be returned in their original packaging;
- the returned items must be shipped back to the Vendor within fourteen (14) days from the date on which you informed the Vendor of your decision to withdraw from the contract or, when you choose to return the products, bringing them directly to a Moncler boutique, they must be delivered to the client advisor within fourteen (14) days of the date when the merchandise was received;
- products must not be damaged.
If the terms and conditions for exercising your right to withdraw from the contract, as per points a), e) and f) of paragraph 7.7 above, are not complied with, you will not have the right to be reimbursed the amounts already paid to the Vendor. Within 14 days of the email communicating the non-acceptance of the withdrawal being sent, you may choose to re-obtain, at your own expense, the products in the state in which they were returned to the Vendor, through a written exchange with the Vendor according to the instructions that will be provided. If not, the Vendor may keep the products, in addition to the sum already paid for their acquisition.
Whenever the conditions indicated in letters b), c) and d) of previous paragraph 7.7 are not respected, you will not be entitled to a full refund of the amounts already paid to the Vendor. You will indeed be responsible for the decrease in value of the returned products, following a use other than the one authorized by the Vendor with the intent of allowing you to assess the nature, features and functioning of the products themselves. In this case, between 10 and 90 percent of the amounts you paid to the Vendor to purchase the returned products will be deducted from the provided refund, whereby you will be specifically informed, via email, by the Vendor. Within 14 days of sending the email informing you of the amount deducted from the refund, you may choose to have the products redelivered to you, at your expense, and in the condition in which they were returned to the Vendor, informing the Vendor thereof according to the procedures of which you will be advised. Otherwise, the Vendor may retain the products and an amount corresponding to the percent deducted from the refund. After the return of the products, the Vendor shall check their compliance with the terms and conditions laid down in paragraph 7. In the event that the outcome of these checks is positive, the Vendor shall send you the corresponding email confirmation of the acceptance of the returned products. In the event that the checks do not have a positive outcome, the Vendor takes steps to inform you, via email, that a decrease in value of the returned products has been detected, deriving from your failure to comply with the conditions indicated in letters b), c) and d) of paragraph 7.7 above. The Vendor simultaneously sees to it that you are also informed of the amount that will be deducted from the amounts you paid to purchase the returned products; without prejudice, in the alternative, to the possibility of your having the products redelivered to you, at your expense, and in the condition in which they were returned to the Vendor, pursuant to the terms provided for in paragraph 7.10.
If the return right is exercised in conformity with the provisions set forth in this section, store.moncler.com shall refund the amounts paid for the returned products according to the methods and times of our standard refund procedure. If the recipient of the products indicated in the order form and the person that has paid the sums due for their acquisition are not the same, the reimbursement of the sums, in the event of the right of withdrawal being exercised, shall be made by the Vendor, in all cases, to the person that made the payment.
The refund procedure will be initiated by store.moncler.com within fourteen (14) days from when store.moncler.com was informed of your decision to return. The procedure will begin after checking to ensure that the customer's return is in accordance with the Return Policy and that the returned products have been accepted as indicated in par. 8.
Should the terms and conditions for exercising your right of withdrawal, as indicated in letters a), e) and f) of paragraph 7 above not be respected, you will not be entitled to any refund of sums already paid to the Vendor. Within 14 days of sending the email whereby you are informed of the non-acceptance of the return, you may opt to be redelivered the products, at your expense, and in the condition in which they were returned to the Vendor, providing notice thereof to said Vendor, according to the procedures of which you will be informed. Otherwise, the Vendor may retain the products, in addition to the amounts already paid for their purchase.
Should the terms and conditions indicated in letters b), c) and d) of previous paragraph 7.7 not be respected, you will not be entitled to a full refund of the amounts already paid to the Vendor. You will in fact be responsible for the decrease in value of the products returned, as a result of a use other than the one authorized by the Vendor with the intent of allowing you to assess the nature, features and functioning of the products themselves. In this case, between 10 and 90 percent of the amounts you paid to the Vendor to purchase the returned products will be deducted from the refund, of which you will be specifically informed, via email, by the Vendor. Within 14 days of sending the email informing you of the amount deducted from the refund, you may opt to be redelivered, at your expense, the products in the condition in which they were returned to the Vendor, providing notice thereof to the Vendor, according to the methods of which you will be informed. Otherwise, the Vendor may retain the products and an amount which corresponds to the percent deducted from the refund. Please note that any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded.
8. Refund Times and Procedures
After the products have been returned, We shall check the conformity of the products with the conditions indicated in section 7 above. When the Vendor is able to confirm that such conditions have been met, We shall send you an email confirming the acceptance of the returned products. In the event that the checks do not have a positive outcome, the Vendor will take measures to inform you, via email, that a decrease in value of the returned products has been detected, which derives from your failure to comply with the conditions indicated in letters b), c) and d) of paragraph 7.3 above. The Vendor simultaneously sees to it that you are also informed of the amount that will be deducted from the amounts you paid to purchase the returned products; without prejudice, in the alternative, to your being able to have the products redelivered to you, at your expense, and in the condition in which they were returned to the Vendor, as provided for in paragraph 7.10 above.
Whatever payment type you used, the full or partial refund procedure shall be started by the Vendor within fourteen (14) days from when the Vendor was informed of your decision to exercise your return right, after checking that the return right has been correctly exercised and that the returned products have been accepted.
The Vendor issues the refund using the same payment method you used to purchase the returned products, unless you have expressly agreed with the Vendor to use another payment method, and on the condition that you must not incur any further cost as a result of the refund. If the recipient of the products indicated in the order form is different from the individual who made the payment for such products, the amount paid for returned items shall be refunded by the Vendor to the individual who made the payment.
The value date for the credit shall be the same as the value date of the original debit and consequently you shall not lose bank interest.
The Vendor has chosen UPS (which can be contacted through www.ups.com) as the Vendor's official package delivery company for returning products purchased on store.moncler.com. You may return products to store.moncler.com without having to pay for return shipping costs by using the pre-printed UPS label enclosed in original order. According to the terms and conditions stated in our Return Policy, this option allows store.moncler.com to pay the return shipping costs for you and will relieve you from direct payment to the courier. Additionally by using UPS, the Vendor relieves you from any responsibility for any loss or damage to the products during transport.
If you decide to return products using a different shipping company other than the one indicated by the Vendor, you will have to pay the return shipping costs upfront and you will be responsible for any loss or damage to the products during transit, according to the terms and procedures stated in our Return Policy.
We also ask that you read, if you haven't already done so, our General Terms and Conditions of Use because they contain important information on how we process the personal data of our users and on the security systems we have adopted.
10. Governing Law
These General Terms and Conditions of Sale are governed by Italian law and in particular by Italian legislative decree no. 206 of 6 September 2005 on the consumer code in Chapter I “Consumer rights in contracts”, and by Italian legislative decree no. 70 of 9 April 2003 on certain aspects related to e-commerce.
For European Union countries only: please note that the European Commission provides a platform for alternative extra-judicial resolution of disputes, available on the website http://ec.europa.eu/odr.
11. Amendments and updates
The General Terms and Conditions of Sale may be amended from time to time due to new laws and regulations or other reasons. The new General Terms and Conditions of Sale shall be effective as of the date of publication on store.moncler.com.
* Download and complete the paper Return Form to exercise your right to return.