Customer Service Information – Monnerville

Customer Service Information

 

Our online orders come with free standard tracked shipping and we accept returns for exchange or refund up to 30 days after purchase.

We’re here to help...

Monnerville garments provide maximum comfort and performance during their life. We provide a comprehensive Customer Service to ensure you get the most from every Monnerville garment you own. We genuinely value your feedback on all aspects of our range and service - so please get in touch.

For more detailed information on who to contact, visit our ‘Contact Us’ page here.

Ordering & Payment

Once you’ve chosen the product, colour and size that you would like to purchase, add the product to your cart and move to the checkout page. All orders require a full address (including postcode/ ZIP code), international phone number and email. Please ensure that your shipping address details are correct, as they are copied directly from the information you give us. We are not responsible for orders with incorrect or missing information should they not reach you.

We accept all major credit and debit cards including Visa, Mastercard, Switch, Maestro, including American Express. When entering credit/ debit card details, please ensure that the address you quote is the same as that held by your bank to avoid delays in processing your order. Monnerville will confirm your order by sending an email to the address you provide on your registration form. The shipment email will include your name, the order number and the total price. Monnerville's acceptance of your order brings into existence a legally binding contract between us on these terms.

If you have any concerns about your order (for example, you have changed your mind about the colour or size, or you are concerned that a promotional code has not been applied as it should have been), please send us an email quoting the relevant information with your order number.

Please allow 1-2 working days (Monday - Friday) for your order to be processed for shipping. We're a very small team and make every effort to fulfil orders as quickly as possible. 

Shipping 

Tracked Royal Mail standard shipping is free. However, you can also opt for a courier delivery

Customs for EU orders

You may have to pay taxes and duties in your own country. This is extra and we have no control over it. By purchasing a Monnerville product, you acknowledge that you are aware of this and accept it as your financial responsibility.

You, the customer, are responsible for all taxes and duties (including VAT) imposed by your country of residence.

Monnerville is not responsible for any packages held by international customs agencies and it is not the responsibility of Monnerville to make the customer aware of these agencies and their actions. Please check with your country's customs office to determine their procedures and any potential charges.

As much as possible, we take all measures to charge all taxes and duties at the time of purchase. Monnerville is not responsible for this payment. Your package may arrive at your local post office or delivery centre and be held until pickup and payment is taken care of.

Should Monnerville mistakenly be invoiced directly for any duties or fees from the shipping company after delivery, we will email an invoice for the balance due. This will need to paid immediately.

As with domestic shipping, if a package can't be delivered due to an error entering your shipping address, Monnerville is not responsible for any additional fees that may incur in order to reroute or reship the package.

Tracking

If you have a Hermes package marked as delivered but haven't received it, please contact your local mail facility (ie. Hermes in the UK).

Delivery

The delivery charges for your order are calculated in accordance with our delivery rates as set out on our site, and are shown separately on the order confirmation.

For UK orders: our aim is to despatch Monnerville orders the next working day. The standard delivery within the UK mainland is a 48 hour service via Hermes. However, delivery times, and couriers, can change in remote areas of the UK mainland and outside of the UK.

For orders within the European Union: our aim is to despatch your order the next working day. Please allow 3-5 working days for delivery. European Union orders are sent via Parcelforce Euro Priority Service.

For international orders outside the European Union: our aim is to despatch your order the next working day. Please allow up to 7 working days for delivery. International Orders are sent via Parcelforce Global Express Service.

Please note that all despatch and delivery times are approximate.

All delivery times quoted are estimates based on availability, delivery companies, weather conditions etc. Delivery will be made as soon as possible after your order is accepted and in any event within thirty days of the order being accepted.

If items on your order are out of stock, we will inform you. We can despatch any available items immediately, so please let us know.

If Monnerville has insufficient stock to deliver the goods ordered by you, we will notify you as soon as possible and any sum debited by Monnerville from your credit card will be re-credited to your account and Monnerville will notify you by email at the address given by you in your order form. The refund will be made as soon as possible and in any event within 28 days of your order.

Tracking your order

You will receive an email notification when your order is received. If you supply a mobile telephone number, you will also receive a text when your order is despatched.

How do I return an incorrect, faulty or damaged item?

Should you receive any items that you did not order, or that prove to be faulty, please email orders@monnerville.co and we will do our best to make it right.

Please write, with as much detail as possible, how you wish the situation to be resolved - for example, if you require a replacement or a refund - and giving your order number and contact details, including a telephone number at which you can be reached during the day. For the return of high value goods, we recommend that you use a recorded delivery service, as we cannot be responsible for non-delivery of returned items. In the case of goods that were faulty or damaged when despatched, your postal costs will be refunded to you.

You also have legal rights, which are not affected by our goodwill returns/exchanges policy. Please see our full terms and conditions of sale for more detail.

The Monnerville Lifetime Guarantee

We guarantee everything we make. Under the Monnerville guarantee any manufacturing fault will be resolved, free of charge, for the life of the garment.

Registration and proof of purchase

To be covered by the guarantee, your garment needs to be registered with Monnerville or you will need to provide us with a valid receipt or other valid proof of purchase. The guarantee only applies to the original garment owner when registered within 2 months of purchase and is non-transferable.

You can register your garment by filling in your details online here.

Wear and tear

All our garments are manufactured to meet our extremely high quality and performance standards. However, even the most cared-for garments eventually show signs of wear and tear. Accidents happen and even premium fabrics wear out and fade with time and use. General wear and tear or accidental damage is not covered by the guarantee but even these garments can be repaired for a reasonable cost. As an example of the expected lifetime of a product, Urban Jersey worn once or twice a week will obviously wear at a quicker rate than the same garment only worn once a month or so. We would expect that any manufacturing defect or component failures would become apparent within a period of 3 years for such frequent use.

We offer a restitching service for a £20 fee.

Considerations including component lifetime

Any work carried out on a Monnerville garment by a third party will invalidate the guarantee.

The guarantee is limited to the repair of Monnerville garments and excludes consequential loss or damages.

We source the highest quality components for use in our garments. However, no component will last forever. Varying levels of use will affect the lifespan of all components. In every case, a fair assessment will be made of the overall level of wear of the individual garment based on the expert knowledge of our workshop team. Any charge made for a repair will be at the discretion of Monnerville based on this fair assessment.

Soundtrack

I spent a lot of time alone as a child. Music always offered me escapism as I dreamt of being a designer. I'd like to share with you some of the songs that helped and inspired me then and now.