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Customer Service


Online Purchases

This Online Purchase Information governs purchases made through this Web Site and does not apply to purchases made in our retail locations.

Product Availability

All products are subject to availability. While we make every effort to only display items that are currently in stock and available to ship, there may be instances from time to time where we run out of stock in an item. Once an order is placed, you will receive an email confirmation. Please note, however, that this email confirmation does not guarantee the availability of the products you selected for purchase. Upon your order being approved and processed for shipment you will receive an email from UPS informing you that your package has been shipped. This will include your tracking number and approximate delivery date. Continue to refer to the UPS website for progress on your delivery.

As necessary, we reserve the right to limit the quantity of products we supply; supply only part of an order or to divide up shipments. We also reserve the right to alter the terms or duration of any special offers or sale promotions. If we are unable to fill your order we will attempt to contact you and if we are unable to contact you, we will treat the order as cancelled.

Changes/Cancellations

If you wish to cancel or modify your order, please send an email as soon as possible to Store.support@moniquelhuillier.com. We will make every effort to accommodate your request, however, once an order has been processed for shipment we are unable to modify or cancel the order for any reason. In this case, please refer to our return policy and return your purchase once you have received it. If you would like to purchase a different product, visit our website. Alternatively, you may contact a service representative at 1.877.659.9801 for assistance during business hours or email us at Store.support@moniquelhuillier.com.

Alterations

We do not provide alteration services for online customers in our free-standing boutiques. There are no exceptions.

Pricing & Payment Options

While we try to ensure that all prices on our Web Site are accurate, errors may occur. If we discover an error in the price of the merchandise you have ordered, we will give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you, we will treat the order as cancelled.

Title to any products you order on this Web Site and risk of loss or damage to products, passes to you upon delivery.

Prices displayed on the Monique Lhuillier Web Site are quoted in U.S. dollars. Monique Lhuillier only accepts Visa, MasterCard and American Express for online purchases.

Please note that your credit card will not be charged at the time you submit your order. The transaction will be charged to your credit card only after we have verified your card details, received credit authorization, confirm stock availability, and your order is ready to be shipped.

Sales Tax

Monique Lhuillier charges state, local and county taxes on online transactions, as required by applicable laws. Please note that your on-screen transaction total reflects estimated tax. The actual sales tax will be calculated when your order is shipped and may vary from the estimated tax.

Shipping & Delivery

All domestic orders are shipped via UPS.

For security reasons, Monique Lhuillier online purchases require a signature upon delivery. In addition, purchases may not be shipped to P.O. boxes or APO/FPO addresses.

To estimate the total delivery time for your purchase, please allow one to two business days to process your order for shipment in addition to the time indicated by your preferred shipping method (i.e. UPS next day, second-day, ground). Orders are processed and delivered Monday through Friday, excluding holidays. Monique Lhuillier cannot be responsible for unanticipated delays.

Domestic Shipping Methods & Fees

  • under $1000

  • Next Day $35
  • Second-day $25
  • Ground Free
  • $1000 and over

  • Next Day $49
  • Second-day $38
  • Ground Free

Monique Lhuillier offers free UPS Ground shipping on all orders shipped within the 48 contiguous states.

Return Policy For Online Purchases

Monique Lhuillier wants to ensure your complete satisfaction for all Monique Lhuillier online purchases. We will accept full-priced merchandise accompanied by a Return Authorization number. The Return Authorization must be requested within 5 days of receiving your order. Return packages must be postmarked no later than 15 days from the date of original purchase. Sale Merchandise is a final sale with no exceptions. Orders placed with an online Monique Lhuillier service representative that involve special order merchandise, are considered a final sale and are non-returnable.

Please contact us at store.support@moniquelhuillier.com or 1.877.659.9801 for a return authorization number. You will be given the return shipping address after contacting our representative.

Merchandise must be returned with its original packaging and footwear must be tried on carpeted surfaces only and returned in original condition. Merchandise must be unused, unworn and in an unaltered condition. All original tickets must be attached and a copy of your invoice must be enclosed with your Return Authorization number clearly documented. Items must be sent back packaged in a suitable way to protect contents.

Monique Lhuillier reserves the right to refuse the return of any merchandise that does not meet the above criteria. In such instances, Monique Lhuillier will send the product(s) back to the customer via ground shipment

Refunds may only be issued in the same form as payment and shipping costs are non-refundable.

For multiple product orders, we kindly ask that the merchandise be returned in one consolidated package.

Please note that a different return policy is applicable for in-store purchases, and online purchases cannot be returned in-store.

Instructions for returning merchandise are included with each shipment. Upon receipt of returned merchandise, every effort will be made to ensure a prompt refund and an email notification will be sent once the return has been processed.

Shipping errors or damaged products

In the event that we processed an order incorrectly or you received a damaged or defective item, we will gladly replace or take back that item for a full refund at our expense. Monique Lhuillier will provide a pre-paid UPS shipping label to expedite the return for orders shipped within the United States. To receive your shipping label and arrange to replace your product, please contact Monique Lhuillier online customer service by phone at 1.877.659.9801 or by email at store.support@moniquelhuillier.com.

Return by mail

Request a Return Authorization number within 5 days of receiving your order.

  1. Pack your unused merchandise securely and ensure that the Return Authorization number is indicated on a copy of your invoice.
  2. Please ensure that your package is insured for the full value, and sent via a traceable method, such as FedEx, UPS, or USPS Priority Mail.
  3. Once we have received and processed your return you will be notified by email. Please allow 2-3 weeks from the shipping date for your return.

For an exchange of a product, please follow the Return guidelines and place a new order online. Your refund will be processed within 2-3 weeks after the return shipping date and your account will be charged once the exchange item has been shipped.

If you have received an item as a gift or have not yet set up an account with us, please contact us at 1.877.659.9801 for assistance. Items received as a gift and returned are only eligible for site credit.

Contact Us

For additional assistance concerning our online store or your online purchase, please contact us via email at store.support@moniquelhuillier.com or:

General Information info@moniquelhuillier.com
Bridal Sales bridalsales@moniquelhuillier.com
Ready to Wear Sales rtwsales@moniquelhuillier.com
Public Relations pr@moniquelhuillier.com
Bridesmaids bridesmaids@moniquelhuillier.com
Fine Jewelry finejewelry@moniquelhuillier.com
Table Top tabletop@moniquelhuillier.com
Fine Paper finepaper@moniquelhuillier.com
Shoes shoes@moniquelhuillier.com

International Orders

International orders cannot be placed online. Please contact a service representative at 1.877.659.9801 for assistance during business hours or email us at Store.support@moniquelhuillier.com.

FAQ

Do you ship internationally?

Yes, please contact a customer service representative directly at 1.877.659.9801. Or, contact us at Store.support@moniquelhuillier.com

What size am I?

Our size chart is provided. If you have any concerns or would like additional information, please contact a customer service representative directly at 1.877.659.9801. Or, contact us at Store.support@moniquelhuillier.com

When will I be charged for my purchase?

Your credit card will be charged just prior to shipment.

I wear a size other than the ones you list. Can you still help me?

Yes. Please contact a customer service representative directly at 1.877.659.9801. Or, contact us at Store.support@moniquelhuillier.com

I don’t see my size online. Can you help me?

Often times, we can. Please contact a customer service representative directly at 1.877.659.9801. Or, contact us at Store.support@moniquelhuillier.com