Returns & exchanges
Answers in the Category "Returns & exchanges"
Only shoes can be exchanged.
You may return shoes in exchange for the same style in another available size.
We kindly invite you to login to your account, select the order you would like to exchange, then click on “Exchange” and specify the size you would like to receive instead.
Your new pair of shoes will be reserved during 7 days. After this delay, we cannot guarantee the availability of the new size, thus we recommend you to send back the shoes within one week after your request.
You will receive a prepaid return label for your original order. Once the return is processed by our logistics team, your new pair of shoes will be dispatched and you will receive a confirmation email with your new tracking number.
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 warrantee 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.
Should you wish to return your purchase, you have 30 days from the reception of your package to make a return free of charge. 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
Write your email address in the box “Contact Email Address”
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”
Choose a pick up date and hour with DHL
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.
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.