FREQUENTLY ASKED QUESTIONS (FAQ)

Welcome to The Moncle. Below, you will find answers to some of the most frequently asked questions about our products, orders, shipping, and returns.

1. ORDERS

How can I place an order?

Browse our website, select your desired product, add it to your cart, and proceed to checkout. Follow the instructions to enter your shipping details and complete your payment.

Can I modify or cancel my order after placing it?

We begin processing orders as soon as possible. If you need to modify or cancel an order, contact us immediately at support@themoncle.com. Changes or cancellations may not be possible once an order has been processed or shipped.

How do I know if my order was successful?

Once your order has been placed successfully, you should receive an order confirmation email. If you do not receive it, please check your spam folder or contact our customer support team.

2. SHIPPING AND DELIVERY

How long does delivery take?

Orders are processed within 1–3 business days, and delivery is expected within a maximum of 10 calendar days.

Will I receive tracking information?

If tracking is available for your shipment, you may receive a shipping confirmation email containing your tracking details. Please allow some time for tracking information to become available.

Do you ship internationally?

Shipping availability depends on the destinations supported at checkout. Please check whether your address is accepted before completing your order.

What should I do if my order has not arrived?

If your order has not arrived within the stated delivery timeframe, contact us at support@themoncle.com with your order number so we can help you check its status.

Can I change my shipping address after placing an order?

Please contact us as soon as possible if you entered an incorrect address. We cannot guarantee changes once your order has been processed or shipped.

3. PAYMENTS

Which payment methods do you accept?

The payment methods available for your order will be displayed at checkout.

Is my payment information secure?

Payments are processed through the payment options made available at checkout. Please refer to the relevant payment provider for details about its security practices.

When will I be charged for my order?

Payment is generally collected when you complete your purchase, depending on the payment method selected.

4. RETURNS AND REFUNDS

What is your return policy?

Our return window is 30 days. Items must generally be unused, in their original condition, and returned in their original packaging. Certain exclusions may apply. Please review our Returns Policy for full details.

How do I request a return?

Contact us at support@themoncle.com before sending an item back. Include your order number and a brief explanation of your request so we can provide the relevant instructions.

When will I receive my refund?

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved. Approved refunds are issued to your original payment method. The time it takes for the funds to appear may depend on your bank or payment provider.

Can I return a sale item?

Under our current Returns Policy, sale items are not eligible for refunds.

Who pays for return shipping?

Customers are responsible for return shipping costs, which are non-refundable, in accordance with our Returns Policy. Mandatory consumer rights under applicable law remain unaffected.

Can I exchange a damaged or defective item?

We accept exchange requests for defective or damaged items. Please contact support@themoncle.com with your order number and a description of the issue before returning the product.

5. PRODUCTS

Will the product look exactly like the pictures?

We make every effort to display our products as accurately as possible. However, slight differences in color or appearance may occur due to screen settings, lighting, or manufacturing variations.

What should I do if I receive the wrong or a damaged item?

Please contact support@themoncle.com with your order number and a description of the issue. Photographs may help us understand the problem and assist you more efficiently.

6. CUSTOMER SUPPORT

How can I contact The Moncle?

You can reach our customer support team by email:

Email: support@themoncle.com

Business Address: Calle de Irún, 23, 28008 Madrid, Spain

How long does it take to receive a response?

We aim to respond to customer inquiries as soon as possible.

7. MORE INFORMATION

For further details, please review the relevant policies available on our website, including our Shipping Policy, Returns Policy, and Legal Notice.

If your question is not answered here, please contact us at support@themoncle.com. We will be happy to assist you.

The Moncle