RETURNS
To request a return or check the current status of an existing request, click here:
Request, deadlines and conditions
You have 14 calendar days from receipt of your order to request a return.
During certain special periods, such as Christmas or Black Friday, MONPIEL may extend this deadline. When this is the case, customers will be informed and the special conditions will be shown on our website.
No. Exchanges are not available for orders shipped to the United States. If you need a different size, color or item, please request a return and place a new order separately.
Go to our exchanges and returns portal and enter your order number and the email address you used to make the purchase, or your ZIP code.
Select the items you want to return, state the reason and choose the available return method. When you complete the request, you will receive all the instructions by email.
You can find it in your purchase confirmation email. If you can’t find it, write to us at [email protected] with the name and email address used for the purchase.
If you have not yet handed the package over to the carrier, please contact our Customer Service team at [email protected] so that we can review your request.
If the package has already been sent, it will not be possible to modify or cancel the request.
Yes. In the portal you can select the items from the order that you want to return.
No. Returns of products from different orders must always be sent in separate packages, as each return is linked to a specific request and label.
To avoid errors or delays in your refund, prepare each order separately, following the instructions received by email.
If, for any reason, you need to send items from two orders in the same package, write to us at [email protected] before sending it, stating both order numbers. Our team will tell you how to proceed so that we can correctly identify all the items and handle the returns without any problems.
Leather is a natural material. It may therefore show small marks, wrinkles, pores, variations in shade or differences in texture. These characteristics are part of the nature of leather and make each piece unique, so they are not considered a defect.
If you think your item has an issue other than these natural characteristics, select “Defective product” in the portal and attach photos so that our team can assess it.
Returns are not accepted for:
- Personalized products or products made to the customer’s specifications.
- Items that have been used, damaged or tampered with.
- Products that do not keep their original labels, packaging or accessories.
- Gift cards.
Products in the Special Prices, Outlet or Mega Outlet categories cannot be returned for the amount paid. If you want to return any of these items, we will send you store credit to use on our website.
No. Personalized products or products made to the customer’s specifications cannot be returned.
Do not make an ordinary return. Go to the portal, select the relevant reason and attach photos that clearly show the issue.
Please also include a brief explanation. Our team will review the case and tell you how to proceed. If you need help, you can write to [email protected].
Returns
Yes. Returns from the United States handled by MONPIEL with UPS cost €25.90, payable when you submit the request in the portal.
You can also arrange the shipping yourself. In that case, transport and customs costs are your responsibility (see “Can I arrange the return myself?”).
Yes, you can select in the portal the specific items you want to return.
If the purchase was linked to a joint promotion, such as 2-for-1, 3-for-2 or an additional free or discounted product, all the items included in that promotion must be returned.
Yes. You can organize and pay for the return shipping yourself. In that case, transport and customs handling costs are your responsibility.
Before sending the item, write to us at [email protected] so that we can give you the return instructions and any documentation that may be required for its entry into Spain. Include in the package a copy of the invoice and a customs declaration, expressly stating that it is a return of goods. We recommend using a tracked service and keeping the receipt until you receive your refund.
If the return shipment generates transport or customs handling costs payable by MONPIEL that legally correspond to you, we will tell you the amount and description and may deduct them from your refund. This will not apply if the return is due to an error by MONPIEL or an issue covered by the legal guarantee.
Preparation and shipping
Put the item back in its original packaging, with all its labels, protective materials and accessories. Use a sturdy outer packaging that protects both the product and its box during transport.
Include the invoice (the one attached to your order confirmation) and a customs declaration expressly stating that it is a return of goods. It is very important to fill out the customs form correctly, to avoid duplicate duties and additional charges.
The item must be returned:
- Unused and in perfect condition.
- With its original labels, protective materials and accessories.
- In its original packaging.
- Properly protected to avoid damage during transport.
- With the invoice and the customs declaration.
MONPIEL may reject a return if the product shows signs of use, tampering, stains, odors, defects or damage that did not exist at the time of delivery.
After completing the request by selecting “Drop-off point”, you will receive an email from UPS with the return label and the information you need to find the nearest drop-off point.
Print the label, stick it on the outside of the package and take it to the drop-off point.
Yes. With UPS you must print the return label you will receive by email and stick it clearly on the outside of the package.
After completing the request, you will receive an email from UPS with the label and the information to find the nearest drop-off points.
Go to the exchanges and returns customer panel and enter your order number and the email address you used to make the purchase, here.
You will be able to see the current status of your request. In addition, we will keep you informed by email of the status and of the next steps to follow.
Refunds and issues
Once the package has been received, MONPIEL will check that the items meet the return conditions.
The refund will be processed within a maximum of 14 business days from receipt of the package at our warehouses. After that, your bank may need a few additional days to show the amount.
The refund will be made using the same payment method used for the purchase, unless the conditions of the product or the promotion provide for the issue of store credit.
If the purchase was part of a joint promotion, such as 2-for-1, 3-for-2 or an offer with an additional free or discounted product, all the items linked to the promotion must be returned.
If the full set is not returned, the refund may be recalculated taking into account the price of the products you have kept.
Delivery to the carrier does not mean that the package has already been checked at our warehouse. Once it has been received, we need to check the condition and contents of the return.
If more than 14 business days have passed since delivery to our premises, write to us stating your order number and tracking number.