SHIPPING
MONPIEL ships its products to the address provided by each User during the purchase process.
Delivery conditions apply according to the following territories:
UNITED KINGDOM:
- Shipping costs: FREE.
- Delivery time: 5 to 15 working days.
* Countries not included in our shipping form may be subject to specific restrictions. If you cannot find your country in the shipping form, please contact us by email at [email protected] and we will review the shipping conditions and delivery time. In such cases, shipments may be subject to additional transport costs. All orders (except personalised products and PRE-ORDER products, which may take longer to prepare) will be processed within a maximum of 24 to 48 working hours of receipt, except during sales or promotional periods, when preparation times may vary.
Rates and delivery times are subject to possible changes due to specific 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 discount periods, such as, without limitation, Christmas, seasonal sales or Black Friday, preparation and delivery times may be affected and potentially extended due to the high volume of orders.
MONPIEL cannot control shipments once they have been handed over to the relevant carrier and, therefore, will not be liable for delivery delays if the order was prepared and handed over to the carrier on time. You will receive your tracking number by email.
For any delay in delivery, please contact the courier company; we will also file the necessary claim on our side. MONPIEL informs Users that products may be received in separate shipments if we do not have sufficient stock of any of them.
If the carrier is unable to deliver the order, it will contact the User to arrange a new delivery.
To make any changes to the delivery conditions of your package, you can manage them directly with the carrier through its platform using the tracking number previously sent to you by email:
On this platform you can also check the status and location of your order, as well as file any complaint or claim with the courier company.
In accordance with Directive 2011/83/EU and its transposition into Spanish law, the shop must ensure that the order is delivered correctly to the designated recipient. However, if the delivery details were entered incorrectly by the User, the seller is not responsible. Please check your shipping details carefully before confirming your order.
If the courier states that it has attempted to contact the User and has been unable to reach them to arrange a change of address, the responsibility will lie with the User. Likewise, if the delivery address cannot be correctly identified, the parcel may be automatically returned to the original warehouse and the costs arising from the return will be borne by the User.
In the event of any incident during delivery, Users may contact the relevant courier company, quoting the tracking number they will have received by email. If they have any other additional problem, they may contact MONPIEL by email at [email protected] or by calling +34 957 201 912 / +34 673 403 882 from Monday to Thursday, 8:00 to 17:00, and on Fridays, 8:00 to 15:00 (mainland Spain time).
* Product prices may vary depending on the geographical area of delivery due to differences in taxes, commercial policy, duties or other extraordinary costs. The final price will be shown at checkout before payment is confirmed, once the shipping address has been validated.
EXCHANGE POLICY
For orders shipped to the United Kingdom, product exchanges are not available.
If you need a different size or a different item, the User must return the order in accordance with our current policy and place a new order separately.
RIGHT TO CANCEL AND RETURNS
The User has the right to cancel a purchase made at a distance without giving a reason, within a period of fourteen (14) calendar days from receipt of the product. All of this without any penalty and without needing to state the reasons.
The right to cancel applies to all products, except products that have been used or whose seals have been removed, and those made to the User’s specifications or personalised in the PERSONALISATION section of the Website, in accordance with the case provided for in article 103.c) of Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws. Products marked as SPECIAL PRICES, OUTLET or CLEARANCE may only be returned in exchange for store credit to be used on our website, as a matter of our company’s internal policy. Please make sure you read this before returning any Outlet or Special Prices product.
The User must request the return through the MONPIEL exchange and returns portal, providing their order number and the email address used to make the purchase. They must then select the item or items they wish to return and follow the steps to complete the request.
You may try on the footwear to check its size, characteristics and fit. If you use it beyond what is necessary for that check, MONPIEL cannot be held responsible for the exchange or return of the product due to any loss of value caused by that use, under the terms provided by law.
HOW TO MAKE A CANCELLATION OR RETURN?
For orders to the United Kingdom, we offer two return options:
Returns managed by MONPIEL:
The User must request the return through the MONPIEL exchange and returns portal, providing their order number and the email address used to make the purchase. They must then select the item or items they wish to return and follow the steps indicated to complete the request.
Returns from the United Kingdom will always have a cost of €19.90, which must be paid at the time of submitting the return request through our portal.
Once the request is completed, the User will receive an email with the information needed to make the return. The parcel must be handed in at the selected drop-off point within fourteen (14) calendar days of confirmation of the return request.
Returns managed and paid for by the User:
The User is responsible for organising, managing and paying the return shipping costs.
In the event of cancellation, the direct costs of return shipping will be borne by the User. Before sending us the item, we ask that you contact MONPIEL so that we can provide you with the return instructions and any documentation that may be required for its entry into Spain.
If the return shipment generates transport or customs handling costs payable by MONPIEL that legally correspond to the User, we will notify you of the amount and description, together with the corresponding proof, and we may deduct them from the refund. If we receive the return without such costs, we will not apply any deduction for this reason.
This provision will not apply when the return is due to an error by MONPIEL or an issue covered by the legal guarantee.
The refund will be issued using the same payment method, except for Special Price or Outlet products, for which store credit to be used on our website will be issued.
Our address for self-managed returns is:
MONPIEL: C/ Ingeniero Barbudo, 4, Polígono Amargacena, 14013, Córdoba. SPAIN.
For both return options:
*** VERY IMPORTANT:
For returns from outside the European Union, a copy of the invoice (the one attached to the order confirmation) and a customs declaration expressly stating that the shipment is a return of goods must be included with the return documentation. This will help avoid duplicate duties and additional charges. It is very important to fill in the customs declaration form correctly.
1- Make sure you include your invoice (the one attached to the order confirmation) in the package together with the Customs Declaration so that we can identify it in our warehouse. Please send us an email at [email protected] in advance to let us know about your return.
2- Pack your product carefully, as you received it, so that it is not damaged in transit; the product must arrive in perfect condition at our warehouse.
IMPORTANT: For footwear, we do not accept returns sent solely in the product box wrapped in adhesive tape. It is essential to use suitable outer packaging.
3- We will send you your store credit or process the refund once we receive the product at our offices.
We have fourteen (14) working days from receipt of the return to check that the product has arrived in good condition and proceed with the refund.
MONPIEL is not responsible for the carrier or courier company chosen by the User to return the order. In this regard, MONPIEL recommends that the User ask the courier company for proof of delivery once the delivery person has dropped off the product at MONPIEL’s offices, so that there is a record that the product has been delivered correctly. MONPIEL is not responsible for the address to which the User sends the order for return if it is different from those indicated by MONPIEL, and may ask the User to send that proof of delivery to confirm it.
Each returned product must be in perfect condition, unopened, and with all original labels, packaging, documentation and accessories, so that MONPIEL can determine that it is the original product purchased by the User and assess whether it has been used correctly. If the User does not comply with this or if the product has been damaged, the User accepts that MONPIEL may refuse the exercise of the right to cancel. Incorrect handling of the product may result in the return being denied.
Once MONPIEL verifies that the order is in optimal condition, it will refund the full amount paid by the User, excluding the costs incurred in returning the product.
MONPIEL informs Users that the maximum refund period (excluding return costs or other extraordinary costs that may have been incurred) will be fourteen (14) working days from receipt of the product at our warehouse, using the same payment method.
In the case of promotions involving the purchase of separate products that include an additional item, such as 2-for-1, 3-for-2 or any other promotion involving a free or discounted product, if the User exercises their right to cancel the purchase, it will apply to all items included in the promotion.
LEGAL GUARANTEE
Users may return any product purchased on the Website that does not conform to the contract within a period of three (3) years from the date the product was received. Given the nature of the products purchased, the User has a period of two (2) months from when they became aware of the lack of conformity to notify it by email to [email protected], stating in the email the defective product(s), including photos and other evidence of the defects or lack of conformity, together with a detailed description, the purchase order and any additional documentation to identify the purchase made by the User.
Once the User’s communication has been received, they will be informed as soon as possible whether the return is accepted, based on an objective assessment of the nature of the product and the alleged lack of conformity or defect. If the return is approved, MONPIEL will indicate to the User how to send the defective product to its warehouse.
MONPIEL will not accept products returned without the User having followed the procedure described above.
Returned products must be unused or, if the defect became apparent after normal daily use, in the best possible condition, and must be returned with all original labels, packaging and, where applicable, documentation and accessories. If the User does not do so, MONPIEL will assess each case individually.
Given the type of products that MONPIEL sells, repair is generally not feasible, as it would be disproportionate. If repair is possible due to the characteristics of the specific product and defect, the User will be expressly informed.
If repair cannot be carried out and replacement does not conform to the contract, the User may choose to terminate the contract.
MONPIEL informs Users that the maximum period for refunding the amounts paid will be fourteen (14) working days from the date the User decides to terminate the contract.
IMPORTANT:
Most of the products offered by MONPIEL are made of genuine leather. Leather is a completely natural material and may therefore show natural imperfections. In some cases, small marks, wrinkles, colour variations and differences in texture may be noticeable due to the natural tanning process.
In addition, all leathers have been dyed using natural, chrome-free processes. In some cases, depending on humidity and contact with certain materials, some colour transfer may occur. We therefore recommend taking special care when using our products with light-coloured clothing, as it is more prone to staining.
If any type of perfume, hand sanitiser gel and/or chemical product is used, all leathers will also lose their original colour.
MONPIEL is not responsible, in any of these cases, for colour loss caused by incorrect handling of the products, or for stains caused by colour transfer to other materials or clothing.
Wear and care of footwear. Soles and other components of footwear may show wear due to use, friction with the ground and the conditions in which they are used. Normal wear and damage caused by improper use or external factors do not, in themselves, constitute a lack of conformity.