TERMS AND CONDITIONS
- SHIPPING
MONPIEL ships its products to the address provided by each User during the purchase process.
The shipping costs, which will be calculated based on the purchased products, will always be itemized during the checkout process.
The delivery conditions will apply as follows:
- SPAIN AND PORTUGAL (Mainland and Balearic Islands):
- Shipping cost: FREE.
- Delivery time: 48/72 hours
- SPAIN (Canary Islands, Ceuta, and Melilla):
- Shipping cost: FREE.
- Delivery time: 4/7 business days
- EUROPE:
- Shipping cost: FREE.
- Delivery time: 5/10 business days
- REST OF THE WORLD*:
- Shipping cost: FREE.
- Delivery time: 5/15 business days
* Those countries not included in our shipping form may be subject to particular restrictions. If you cannot find the shipping country in the form, please contact us via email at pedidos@monpiel.com, and we will review shipping conditions and delivery times. In this case, shipments may be subject to additional transportation costs. All orders (except customized products and products available for PRE-ORDER, which may have a longer preparation time) will be prepared within a maximum of 24 to 48 hours from receipt, except during sale seasons or promotions when preparation times may be modified.
The rates and times mentioned are subject to possible modifications for specific promotions, which will be communicated to Users through the appropriate channels.
Delivery times depend on external carriers and are approximate and not guaranteed by Monpiel.
* Customs fees or other extraordinary charges are not included in the shipping costs.
During promotional or sale periods, such as but not limited to, Christmas, Sales, or Black Friday, preparation and delivery times may be altered and, if necessary, extended due to the volume of orders.
MONPIEL cannot control shipments once they have been handed over to the respective postal service, so it will not be responsible for any delivery delays when the order has been prepared and handed over to the service on time.
MONPIEL informs that products may be received by the User in separate shipments.
If the carrier is unable to deliver the order, they will contact the User to arrange a new delivery.
For any changes to the delivery conditions of your package, you can directly manage them with the carriers through their platforms using the tracking number they will have previously sent you by email:
Spain and Portugal:
https://www.correosexpress.com/
Europe and Rest of the World:
You can also check the status and location of your order on these platforms.
In case of any issues with the delivery, Users can contact MONPIEL via email at pedidos@monpiel.com or by calling +34 957 201 912 / +34 673 403 882 during the following hours: Monday to Thursday from 9:30 AM to 6:30 PM and Friday from 9:30 AM to 3:30 PM.
- EXCHANGE POLICY
Exchanges are only possible for Mainland Spain, Balearic Islands, and Portugal.
In the rest of the countries/regions, as well as the Canary Islands, Ceuta, Melilla, and Portuguese Islands, product exchanges are not applicable. The customer must return the product according to our policy and place a new order.
MONPIEL allows the exchange of an item for another within a period of fourteen (14) business days from the date of receiving the product.
The User must ensure that the product is in good condition. The product must be in perfect condition, unopened, with all its labels, packaging, documentation, and original accessories that came with it. It must be returned in the same condition it was received, with the original brand packaging showing no apparent signs of use and always including the invoice, which should be placed inside the return box.
The User should contact MONPIEL via our email at pedidos@monpiel.com indicating their order number and the desired exchange. MONPIEL will inform the User of the steps to follow to carry out the desired exchange.
Once the exchange request is confirmed by MONPIEL, the new product will be prepared for shipping. The courier service will deliver the new product to you and will also collect the one you have at home.
The Exchange Policy will not apply to products made to the User's specifications or personalized, in accordance with the "Personalization" section of the website.
Products in the OUTLET category can only be exchanged, not returned. They can be exchanged following the procedure explained below in "How to make an exchange?". If the desired size or product is not available, a purchase voucher will be issued to be used within the next six (6) months.
HOW TO MAKE AN EXCHANGE?
SPAIN AND PORTUGAL (Mainland and Balearic Islands)
For orders in Spain and Portugal (Mainland and Balearic Islands), the first exchange is free and managed by MONPIEL.
REMEMBER:
1. Package your product as you received it, in the original packaging. The product must be in the same condition as when you received it.
2. Make sure to include your invoice with the order so we can identify it in our warehouses.
* The first exchange in Mainland Spain and Portugal is FREE. The second exchange has a cost of €10.
** During sale/promotion periods and for OUTLET products, the first exchange will cost €6,90, and the second exchange will cost €15. Payment must be made by bank transfer.
3. Send us an email via pedidos@monpiel.com with the following information: Order number, Item, Size/Color you need. Once confirmed that we have the product in stock, we will proceed with its shipment and collection at your address.
REST OF COUNTRIES/REGIONS
For the rest of countries/regions (other than Mainland Spain and Portugal), we currently do not have the capability to process exchanges. In this case, you must initiate a return and place a new order.
- RIGHT OF WITHDRAWAL AND RETURNS
The User shall have the right to withdraw from the distance contract without giving any reason within a period of fourteen (14) business days from the receipt of the product. This right may be exercised without penalty and without the need to state any reasons.
The right of withdrawal shall apply to all products, except for products whose seals have been broken and those made to the User's specifications or personalized in the CUSTOMIZATION section of the Website, in accordance with the case provided for in article 103.c) of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. Products from the outlet section can only be returned in exchange for a voucher to be used on our website.
The User must contact MONPIEL through our email pedidos@monpiel.com identifying themselves with their personal data and indicating their order number and the product or products they wish to return, as well as the reason for the return. It is at this point that MONPIEL will explain the steps to the User to carry out the desired return.
HOW TO MAKE A WITHDRAWAL OR RETURN?
SPAIN AND PORTUGAL (Mainland and Balearic Islands)
For orders in Spain and Portugal, you will have two options: send the package on your own or let MONPIEL handle your collection.
Returns managed by MONPIEL:
- Return in the form of a voucher: FREE, we will send you a voucher for the full amount of your order.
- Return in the form of a refund: will have a cost of €6.90 for handling and collection of your package, which can be deducted from your refund or paid by bank transfer.
You can download your return label at the following link: www.mycex.es/url/l?id=686240001. You should indicate your order reference number in the "reference" section of the form. You will receive an email shortly with the return labels to attach to the package. A delivery person will come to pick it up at the requested time.
Return with shipping managed and paid by the customer:
The customer is responsible for arranging, managing, and paying for the shipping costs, and a full refund will be provided for the products to be returned.
Our address for self-arranged shipments is:
MONPIEL: C/ Ingeniero Barbudo nº4, Polígono Amargacena, 14013, Córdoba. SPAIN.
REMEMBER:
1- Make sure to include your invoice with the order so we can identify it in our warehouses.
2- Fill out the return form, which you will find on the back of your invoice, indicating whether you want your money in the form of a voucher or a refund, in case MONPIEL manages the return.
3- Package your product as you received it with care to ensure it does not suffer damage during transportation; the product must arrive in perfect condition at our warehouses.
4- We will send your promotional voucher or process the refund once we receive the product in our offices. We have a period of fourteen (14) calendar days from the receipt of the return to verify that the product arrives in good condition and proceed with the refund method.
EUROPE (WITHIN THE EU)
For orders from Europe (within the EU), we offer you two options for returns:
Returns managed by MONPIEL:
These will have a cost of €15, which will be deducted from your refund.
You must send us an email informing us of the return. We will send you a shipping label that you must attach to your package. You should drop off your package at one of the Access Point locations provided by UPS. You can check your nearest point at this link:
Return with shipping managed and paid by the customer:
The customer is responsible for arranging, managing, and paying for the shipping costs, and a full refund will be provided for the products to be returned.
Our address for self-arranged shipments is:
MONPIEL: C/ Ingeniero Barbudo nº4, Polígono Amargacena, 14013, Córdoba. SPAIN.
REMEMBER:
1- Make sure to include your invoice with the order so we can identify it in our warehouses.
2- Package your product as you received it with care to ensure it does not suffer damage during transportation; the product must arrive in perfect condition at our warehouses.
3- We will process the refund once we receive the product in our offices.
We have a period of fourteen (14) calendar days from the receipt of the return to verify that the product arrives in good condition and proceed with the refund.
REST OF COUNTRIES
For the rest of countries, please note that courier expenses for returns due to withdrawal are at the customer's expense. Make sure that the courier company seals your shipping receipt, and don't forget to keep it until you receive your refund.
Our address for self-arranged shipments is:
MONPIEL: C/ Ingeniero Barbudo nº4, Polígono Amargacena, 14013, Córdoba. SPAIN.
*** VERY IMPORTANT:
For returns outside the European Union, a copy of the invoice and a customs declaration stating explicitly that it is a return of goods must be included with the return documentation. This will avoid duplication of customs duties and additional expenses.
Customs declaration form for the UK (United Kingdom):
www.postoffice.co.uk/mail/customs-forms/digital-customs-form
Guide for filling out the customs declaration for the UK (United Kingdom):
www.postoffice.co.uk/mail/customs-forms/CN22-form-guide
It is essential to check the "Returned Goods" box on this form.
REMEMBER:
1- Make sure to include your invoice with the order along with the Customs Declaration so we can identify it in our warehouses.
2- Package your product as you received it with care to ensure it does not suffer damage during transportation; the product must arrive in perfect condition at our warehouses.
4- We will process the refund once we receive the product in our offices. We have a period of fourteen (14) calendar days from the receipt of the return to verify that the product arrives in good condition and proceed with the refund.
MONPIEL is not responsible for the transportation or courier company chosen by the User to return the order. In this regard, MONPIEL recommends that the User requests the courier company to provide a delivery receipt once the courier has deposited the product at MONPIEL's offices, to confirm that the product has been delivered correctly. MONPIEL is not responsible for the address to which the consumer and User sends the order for return if it is different from the addresses indicated by MONPIEL, who may request the User to send such delivery receipt for the purpose of verification.
Each returned product must be in perfect condition, unopened, and with all its labels, packaging, documentation, and original accessories that came with it, so that MONPIEL can determine that it is the original product purchased by the User and evaluate if it has been used correctly. If the User does not proceed in this manner or if the product has suffered any damage, the User agrees that MONPIEL may reject the exercise of the right of withdrawal by the User. Incorrect handling of the product may result in the denial of the return.
Once MONPIEL verifies that the order is in optimal conditions, it will proceed to refund all the amounts paid by the User, except for the return shipping costs.
MONPIEL informs Users that the maximum period for the refund of the amounts paid (excluding return costs) will be fourteen (14) calendar days from the receipt of the product in our warehouses, through the same payment method.
In the case of promotions applicable to the purchase of independent products that include the addition of an additional product, including but not limited to 2x1, 3x2 promotions, or any other that involves the delivery of an extra product for free or at a reduced price, if the User decides to exercise their right of withdrawal on their purchase, this right will apply to the entire set of products provided as part of the promotion.
- LEGAL WARRANTY.
Users can return, at no cost, any product purchased on the Website that does not conform to the contract within a period of three years from the date the product was received. Considering the nature of the products purchased, the User will have a period of two (2) months from the date they became aware of the non-conformity of the product to communicate it by sending an email to pedidos@monpiel.com, indicating in that email the defective product or products, attaching photographs and other evidence demonstrating the defects or non-conformities of the products, as well as a detailed list of the defects observed, the purchase order, and any additional documentation that allows the User's purchase to be identified.
Upon receiving the communication from the User, it will be informed as soon as possible whether or not the return of the product is appropriate, objectively considering the nature of the product and the alleged lack of conformity or defect. In the event that the return is appropriate, MONPIEL will inform the User of how to send the defective product to its warehouses.
MONPIEL will not accept products that are returned without the User having followed the process detailed above.
The products subject to return must be unused or, if the defect is noticed after normal and everyday use, in the best possible condition, and must be returned along with all their labels, packaging, and - if applicable - original documentation and accessories that came with them. If the User does not proceed in this manner, MONPIEL will evaluate each case individually.
Given the type of products sold by MONPIEL, their repair generally cannot be carried out because it would be disproportionate. In the event that, due to the specific characteristics of the product and the defect, its repair is possible, the User will be expressly informed of this circumstance, giving them the option to choose between replacement or repair.
In the event that the repair of the product cannot be carried out and the replacement of the product is not in accordance with the contract, the User may choose to terminate the contract.
MONPIEL informs Users that the maximum period for the refund of the amounts paid will be fourteen (14) calendar days from the date the consumer and user decided to terminate the contract.