TERMS AND CONDITIONS
SHIPPING
MONPIEL ships its products to the address provided by each User during the checkout process.
The delivery conditions will apply according to the following territories:
- UNITED KINGDOM:
- Shipping costs: FREE.
- Delivery time: 5 to 15 working days
* Countries not included in the list of our shipping form may be subject to specific restrictions. If your destination country is not listed in the form, please contact us at [email protected] and we will review the shipping conditions and estimated delivery time. In such cases, shipping may incur an additional transport cost. All orders (except customised products and items listed as PRE-ORDER, which may require a longer preparation period) will be processed within a maximum of 24 to 48 hours from receipt, except during sales or promotional periods, when preparation times may vary.
The listed rates and delivery times may be modified during special promotions, which will be communicated to Users through the appropriate channels.
Shipping times depend on external carriers and are therefore approximate and not guaranteed by MONPIEL.
During promotional or sales periods such as, for example but not limited to, Christmas, Sales, or Black Friday, preparation and delivery times may be extended due to a high volume of orders.
MONPIEL has no control over shipments once they have been handed over to the respective postal service and therefore cannot be held responsible for any delivery delays when the order was prepared and handed over on time.
MONPIEL informs Users that products may be delivered in separate shipments.
If the courier is unable to deliver the parcel, they will contact the User to arrange a new delivery.
Any change to the delivery conditions of your parcel can be managed directly with the courier through their platform using the tracking number previously sent to you by email:
https://www.ups.com/
You can also check the status and location of your order on this platform.
According to Directive 2011/83/EU and its implementation in Spain, the store must ensure that the order is properly delivered to the designated recipient. However, if the delivery information provided by the customer was incorrect, the responsibility does not lie with the seller.
If the courier service indicates it has attempted to contact the customer and is unable to locate them to arrange a delivery address change, the responsibility will lie with the customer. Similarly, if the delivery address cannot be accurately identified, the parcel may be automatically returned to the original warehouse.
In case of any delivery incident, Users may contact MONPIEL via email at [email protected] or by phone at +34 957 201 912 / +34 673 403 882, Monday to Thursday from 9:30 to 18:30 and Friday from 9:30 to 15:30.
* Product prices may vary depending on the geographical delivery area due to differences in tax, commercial policy, customs duties, or other extraordinary charges. The final price will be displayed at checkout before payment confirmation once the shipping address is validated.
EXCHANGE POLICY
For orders destined for the United Kingdom, product exchanges are not accepted.
If a different size or item is needed, the customer must return the original order in accordance with our current returns policy and place a new order independently.
RIGHT OF WITHDRAWAL AND RETURNS
The User has the right to withdraw from the distance purchase without providing any reason, within a period of fourteen (14) working days from receipt of the product. This right may be exercised without penalty and without the need to state the reasons.
The right of withdrawal applies to all products, except those whose seals have been broken and those made according to the User’s specifications or personalised via the CUSTOMISATION section of the Website, in accordance with the provisions of Article 103.c) of the Royal Legislative Decree 1/2007 of 16 November, which approves the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws. Products marked as Outlet or Clearance may only be returned in exchange for store credit to be used on our website.
The User must contact MONPIEL by email at [email protected], providing their personal details, order number, and the product(s) they wish to return, along with the reason for the return. MONPIEL will then explain the steps to be followed to complete the return.
HOW TO REQUEST A RETURN OR WITHDRAWAL?
Please note that return shipping costs for withdrawals are to be covered by the customer. You must send us an email at [email protected] informing us of your return. Make sure the courier company stamps your proof of postage and keep it safe until you receive your refund.
Our return address is:
MONPIEL: C/ Ingeniero Barbudo nº4, Polígono Amargacena, 14013, Córdoba. SPAIN.
*** VERY IMPORTANT:
For returns from outside the European Union, the return documentation must include a copy of the invoice and a customs declaration, clearly stating that it is a return of goods. This helps to avoid duplicate customs charges and additional fees. It is very important to fill in the customs declaration form correctly.
Customs declaration form for the UK:
www.postoffice.co.uk/mail/customs-forms/digital-customs-form
Guide to completing the customs declaration form for the UK:
www.postoffice.co.uk/mail/customs-forms/CN22-form-guide
It is essential to tick the “Returned Goods” box on this form.
1- Make sure to include your invoice with the parcel along with the Customs Declaration so we can identify it at our warehouse. Please email us beforehand at [email protected] to inform us of your return.
2- Pack your product carefully in the same way it was received to avoid damage during transit. The product must arrive in perfect condition at our warehouse.
3- We will send you your store credit or issue the refund once we receive the product at our offices.
We have a period of fourteen (14) working days from the receipt of the return to verify that the product is in good condition and process the refund.
MONPIEL is not responsible for the courier or postal service chosen by the User to return the item. We recommend that Users request proof of delivery from the courier once the parcel has been delivered to MONPIEL, to confirm the return. MONPIEL is not liable for returns sent to a different address than the one indicated above, and may request a copy of the proof of delivery to confirm receipt.
Each returned product must be in perfect condition, unopened, and with all original tags, packaging, documentation, and accessories, so that MONPIEL can confirm it is the original item purchased and check that it has not been used improperly. If the User does not follow these instructions, or the product is damaged, MONPIEL reserves the right to reject the withdrawal. Mishandling of the product may result in refusal of the return.
Once MONPIEL confirms that the returned product is in perfect condition, the full amount paid by the User will be refunded, excluding any return shipping costs.
MONPIEL informs Users that the maximum period to refund the amounts paid (excluding return costs or any extraordinary charges) is fourteen (14) working days from the date the product is received at our warehouse, using the same payment method used in the purchase.
If a promotion involves the purchase of one or more products with an additional free or discounted item (e.g. 2x1, 3x2 or similar), the withdrawal right will apply to the entire promotional bundle.
LEGAL GUARANTEE
Users may return any product purchased on the Website that does not comply with the contract within a period of three years from the date the product was received. Given the nature of the purchased products, the User has a period of two (2) months from the moment they became aware of the defect to notify us by emailing [email protected], specifying the defective product(s), and attaching photos and other evidence of the defects or non-conformity, as well as a detailed description, the order number and any other documentation to identify the purchase made by the User.
Once the User's email is received, they will be informed as soon as possible whether the return of the product is applicable, based objectively on the product and the reported defect. If the return is accepted, MONPIEL will provide instructions for sending the defective product to our warehouse.
MONPIEL will not accept returns of products sent without following the process described above.
Returned products must be unused or, if the defect appeared after normal use, in the best condition possible, and must be returned with all original tags, packaging, and – where applicable – documentation and accessories. If the User fails to do so, MONPIEL will evaluate each case individually.
Given the type of products sold by MONPIEL, they generally cannot be repaired, as this would be disproportionate. However, if repair is possible based on the specific characteristics of the product and the defect, the User will be informed and given the choice between replacement and repair.
If the product cannot be repaired and a replacement does not meet contractual standards, the User may choose to terminate the contract.
MONPIEL informs Users that the maximum refund period is fourteen (14) working days from the date the consumer has decided to terminate the contract.
IMPORTANT:
Most MONPIEL products are made from genuine leather. Leather is a completely natural material and may show its own imperfections. In some cases, small marks, wrinkles, variations in tone and texture may appear as a result of the natural tanning process.
Likewise, all leathers have been dyed using chromium-free, natural processes. Depending on humidity levels and contact with other materials, there may be some colour transfer. We recommend taking special care when using our products with light-coloured clothing, as these are more prone to staining.
If perfume, hydroalcoholic gel and/or any chemical product is used, the leather will also lose its original colour.
MONPIEL is not liable in any of these cases for colour loss caused by improper handling of the products, or for stains resulting from colour transfer to other materials or clothing.