Shipping
Regardless of the destination country of the order, the sale and purchase is deemed to have been made in Spain and is governed by current Spanish legislation, in particular Legislative Royal Decree 1/2007 of 16 November, approving the Revised Text of the General Law for the Protection of Consumers and Users (TRLGDCU), and by the applicable European regulations on consumer rights.
Index
Section 1. Place of Delivery
The order will be delivered to the address indicated by the Customer during the purchase process (home, workplace, or another designated address). It is the Customer's sole responsibility to ensure that the address provided is correct, complete, and accessible to the carrier at the time of delivery.
Section 2. Delivery Country
The delivery country must always match the country of purchase. If delivery is required in a country different from the country of purchase, the Customer must contact MONR via the email address monr@monr.es to request a specific quote.
Section 3. Delivery Times
The timeframes indicated below are approximate and are calculated in business days from the dispatch of the order, not from the date of purchase. Orders placed on Saturday, Sunday, or a public holiday will be processed on the next business day.
| Destination | Estimated timeframe | Observations |
|---|---|---|
| Peninsular Spain | 1–4 business days | From the date of issue |
| Balearic Islands | Approx. 10 business days | — |
| Canary Islands, Ceuta and Melilla | Approx. 10 business days | The recipient’s DNI/NIF is required. See section 7. |
| Portugal and the rest of Europe | Approx. 10 business days | Varies depending on the geographical area and selected shipping method |
Pre-order items: items available by reservation have an approximate preparation time of 15 business days prior to dispatch. This period will be added to the transit time corresponding to the destination. The Customer will be notified by email when the order is ready for shipment.
Section 4. Shipping Costs
Below are the current shipping rates, broken down by destination geographic area. The final cost will be shown itemized during the checkout process before the Customer confirms the order. All rates are fixed and independent of the weight of the package. The threshold for free shipping eligibility is calculated based on the total price of the order.
Peninsular Spain
| Type | Rate | Free shipping |
|---|---|---|
| Standard (1–4 business days) | 4,50 EUR | Free from 80 EUR |
| Cash on Delivery | 7,50 EUR | Reduced rate of 3.50 EUR from 80 EUR. Not free. |
Non-peninsular Spain — Balearic Islands, Canary Islands, Ceuta and Melilla
| Mode | Rate | Free shipping |
|---|---|---|
| Standard | 8,50 EUR | Free from 80 EUR |
Portugal
| Type | Rate | Free shipping |
|---|---|---|
| International Standard | 5.00 EUR | Unavailable |
Zone A+B — France and Germany
| Mode | Rate | Free shipping |
|---|---|---|
| International Standard | 15,20 EUR | Unavailable |
| International Express | Check out | Free from 120 EUR |
Zone B — Austria, Belgium, Italy, Luxembourg, and the Netherlands
| Type | Rate | Free shipping |
|---|---|---|
| International Standard | 15,50 EUR | Not available |
| International Express | Check out during the payment process | Free from 120 EUR |
Zona C — Czech Republic, Denmark, Poland, Slovakia, and Slovenia
| Method | Fee | Free shipping |
|---|---|---|
| International Standard | 20,00 EUR | Unavailable |
| International Express | Check at checkout | Free from 120 EUR |
Zone D — Bulgaria, Croatia, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Romania, and Sweden
| Type | Rate | Free shipping |
|---|---|---|
| International Standard | 33,50 EUR | Not available |
| International Express | Check out during checkout | Free from 120 EUR |
Zone E — Cyprus and Malta
| Type | Rate | Free shipping |
|---|---|---|
| International Standard | 43,00 EUR | Unavailable |
| International Express | Check at checkout | Free from 120 EUR |
The rates indicated are subject to change. In any case, the final and itemized shipping cost will be shown to the Customer before the order is confirmed, and no amount higher than that indicated during the checkout process may be applied.
Section 5. Order Tracking
Once the order leaves our warehouse, the Customer will receive an email with the shipment tracking information assigned by the carrier. For additional enquiries about the status of an order, the Customer may contact MONR's Customer Service department through the following channels:
- Web chat — available in monr.es
- Email — monr@monr.es
- Instagram — @monr_official
Section 6. Home Delivery Process
MONR will send a confirmation email to the Customer when their order is dispatched from the warehouse. The carrier will make the delivery attempts that correspond in accordance with its operating conditions. If the recipient is absent, it will leave a record of the delivery attempt and enable the necessary means to arrange a new delivery or collection at the designated point.
The Customer is responsible for being available or for having arranged a valid alternative for collection within the usual delivery time slots.
Section 7. Shipments to the Canary Islands — Customs Documentation Requirement
The shipments destined for the Canary Islands are subject to customs clearance in accordance with the current regulations applicable to the exchange of goods between the mainland and that territory. For the purposes of properly completing the required customs documentation, it is essential that the recipient provide their number National Identity Document (DNI) or Tax Identification Number (NIF).
The Customer has two ways to provide this information:
- During the purchasing process: by entering the DNI or NIF number in the field for "Order Notes" available in the shopping cart (monr.es/cart) before completing the order.
- After the order confirmation: the Customer will automatically receive an email with a direct access link to our system, where they can securely enter their DNI or NIF. Once the information has been entered, the system will automatically generate the invoice required for customs clearance. There is no need to send any documents manually.
Customs charges and taxes at destination: the amount paid by the Customer during the purchase process corresponds exclusively to the price of the products and, where applicable, to the shipping costs indicated in Section 4. That amount does not include The customs charges, the Canary Islands General Indirect Tax (IGIC), or any other tax or duty that may be levied at destination in accordance with current Canary Islands regulations. These costs are borne entirely by the recipient and are paid directly at customs.
Refusal of customs fees: The recipient’s refusal to pay customs charges or IGIC at destination will make delivery of the order impossible. This situation will be considered non-receipt attributable to the Customer in the terms established in Section 9, and will entail the deduction of the outbound and return shipping costs from the amount to be refunded, regardless of whether the original shipping was free.
Processing of DNI/NIF — Data Protection: the DNI or NIF number provided by the Customer is used exclusively to generate the customs documentation required under current regulations. This data is not stored in the systems of MONR MILANO S.L.U. once the invoice has been issued, in accordance with the data minimisation principle established in Regulation (EU) 2016/679 (GDPR). MONR MILANO S.L.U. retains only a copy of the resulting invoice, in compliance with its legal document retention obligations.
Liability for failure or delay in providing documentation: MONR assumes no liability whatsoever for delays, customs holds, or returns of shipments to the Canary Islands resulting from the Customer's failure to provide the DNI or NIF in due time and proper form. In the event that the order is returned for this reason, the Customer may choose either to pay the shipping costs again for a second delivery attempt or to request cancellation of the order, in which case the cost of the products will be refunded, excluding the initial shipping costs and any return costs incurred.
8. Shipping to Forwarding Services (Forwarders)
When the Customer provides, as the delivery address, one corresponding to a forwarding, consolidation, or temporary storage service — among others, companies of parcel forwarding or mail forwarding—, MONR MILANO S.L.U.'s delivery obligation shall be deemed fulfilled at the time the carrier records the shipment as delivered to that address, as reflected in the order tracking system.
From that moment on:
- Any forwarding, redirection, additional logistics handling, or final delivery to another address shall be the sole responsibility of the Customer and the forwarding service contracted by the Customer.
- MONR MILANO S.L.U. assumes no liability whatsoever for losses, damages, delays, delivery incidents, or failure to deliver arising from the actions of the forwarding service or third parties designated by the Customer.
- For the purposes of claims, chargebacks, or payment disputes, proper delivery to the forwarding service address indicated in the order constitutes sufficient proof that MONR MILANO S.L.U. has fulfilled its delivery obligation.
The use of forwarding services implies the Customer's express acceptance of the conditions set out in this section.
Section 9. Non-Receipt of the Order Attributable to the Customer
Mandatory pre-contractual information — Art. 6.1.i of Directive 2011/83/EU: the order confirmation implies knowledge and express acceptance of the economic conditions applicable in the event of non-receipt attributable to the Customer, as detailed in this section.
According to article 1,500 of the Spanish Civil Code, receipt of the order constitutes an obligation on the part of the buyer once the contract of sale has been concluded. Failure to take receipt shall be deemed attributable to the Customer when any of the following circumstances apply:
- Repeated absence from the indicated address following the carrier's standard delivery attempts.
- No collection of the package at the designated office or convenience point within the period provided for that purpose.
- Express refusal of the package at the time of delivery without justified cause.
- Incorrect, incomplete, or inaccessible delivery address due to erroneous data provided by the Customer.
- Refusal to pay customs charges, duties, or taxes at the destination required under the applicable regulations, including IGIC on shipments to the Canary Islands.
In any of these circumstances, the carrier will return the package to our facilities. The actual costs corresponding to that return journey will be deducted from the amount to be refunded to the Customer, taking into account that both journeys — outbound and return — have in fact been carried out by the carrier as a result of the failure to fulfil the obligation to accept delivery.
Legal distinction from voluntary withdrawal: the situation described in this section is legally distinct from voluntary withdrawal governed by Article 102 of Royal Legislative Decree 1/2007 (TRLGDCU), which presupposes that the Customer has received the order and exercises their right of withdrawal within the legal period of 14 calendar days. The financial conditions applicable to each case are different, although the result in terms of deductions from the refund is equivalent: in both cases, the outgoing and return shipping costs are deducted when the original shipping was free, or only the return costs when shipping was paid for by the Customer. The legal basis differs: in cases of non-receipt, Article 1,500 of the Civil Code applies; in cases of withdrawal, Articles 102 and 107 TRLGDCU apply. To exercise the right of withdrawal, the Customer may access the Returns Portal, write to monr@monr.es or communicate it by means of any unequivocal statement addressed to MONR MILANO.
| Order status | Deduction applied to the refund |
|---|---|
| Order with free shipping (amount above the applicable threshold) | Real cost of outbound shipping plus the real cost of the return journey, corresponding to the destination zone according to the current rates in Section 4 |
| Order with paid shipping (amount below the applicable threshold) | Actual cost of the return journey only, given that the outbound shipping was paid by the Customer at the time of purchase |
The deductions applied correspond in all cases to the actual costs invoiced by the carrier and do not constitute a penalty of any kind. Under no circumstances will the amount deducted exceed the documented cost. Once the returned package has been received at our facilities, the Customer will be notified by email and the refund will be processed within a maximum period of 14 calendar days, with an itemized breakdown of all concepts applied.