Shipping fees include handling and packing fees as well as postage costs. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Packages are dispatched within 1 to 3 working days after receipt of payment. This processing time may be extended during periods of confinement, promotions, sales, Christmas and New Year and in cases of force majeure.
It is then necessary to count on a 48h delivery time by the Post Office (in France*).
* In Metropolitan France and 18 European countries: Germany, Austria, Belgium, Denmark, Spain, Estonia, Finland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, United Kingdom*, Slovakia, Sweden. (*Temporarily disabled)
Click & Collect delivery
If the customer places a Click & Collect order but does not live close to a shop and therefore cannot collect it, the order will be refunded in the form of a voucher that can be used on the site and is valid for 1 year.
RETURNS AND RETRACTION
Satisfied or refunded - 14 days to change your mind
The return costs are at the customer's expense (see our GTC Annex I Paragraph "Return Costs")
How to make a return request:
The return request must be made via the customer area "My Account" -> "Orders & Returns" within 14 days of receiving your package.
The procedure is as follows:
- Go to "My account" > "Orders & returns" > Select the order concerned
- Once in the details of the order, tick the item(s) to be returned
- Indicate a reason for return
- Then validate ("Return an item")
When your return request is approved (within 24 to 48 working hours), you will find the slip in the "Current Returns" tab of your customer area. You will then have to download it. Then follow the instructions on the slip. This return slip MUST be attached to the return package, in which case, the SELLER will deduct the shipping costs of the order, if any, in the refund sent to the CUSTOMER.
Returns must be made within 14 days of the date of the return request to the customer service department:
- by post (with tracking) to the address indicated on the return slip (you are responsible for the return costs)
In order for the withdrawal period to be respected, the CUSTOMER must transmit his communication concerning the exercise of the right of withdrawal before the expiration of the withdrawal period.
Any item returned without prior notification to MONLOOK's customer service (as described above) will not be refunded. The CUSTOMER will receive a voucher for the value of the return instead.
To find all our terms and conditions and to make a return request, please refer to Annex 1 "Returns Policy" of our General Terms and Conditions of Sale.
Processing time of the return
Returns are processed and reimbursed within 8 to 14 working days after a 3-day quarantine period. This period may be slightly extended during busy periods without exceeding 30 days. If our returns department considers that the product is not in resalable condition or that it has been worn, no refund will be made.
In the event of no-receipt of the CLIENT's return parcel within the time limits stipulated in this appendix, the latter will be deemed "refused". In this case, the customer will have to bring the proof of deposit of his return parcel as well as the postal tracking number of the latter.
At MONLOOK, customer satisfaction is paramount and we provide fast, competent and responsive customer service. Do not hesitate to contact us for any question concerning your order:
- By connecting to your customer area, in the details of your order you have the possibility to send us a message.
- or by e-mail: firstname.lastname@example.org
Any after-sales service requests sent on the social networks Facebook, Twitter, Snapchat or Instagram cannot be processed.