FAQs

US Orders:

We offer free shipping for all orders with addresses within the United States, including Puerto Rico using UPS. Please note we do not ship to PO boxes or shipping/freight forwarders. 

UPS Ground: Free

UPS Next Day Air: $75

International Orders:

We offer free express worldwide shipping using DHL. Please note we do not ship to PO boxes.

Holiday 2024 Shipping Deadlines:

Ground: December 12th
Next Day Air: December 17th

International Express: December 12th

Holiday 2024 Shipping Deadlines (Monogram Orders):

Ground: November 27th
Next Day Air: December 4th

International Express: November 29th

Please note that due to high order volume, we are experiencing processing delays on all orders. For inquiries on the status of your order, please reach out to contact@mansurgavriel.com. We apologize for any inconvenience that this may cause.

You will receive an email confirmation once the order has been shipped. Please note, processing times do not include weekends or U.S. federal holidays.

UPS Ground Shipping (within the US): 2-7 business days
UPS Next Day Air (within the US): 1 business day
International DHL Express Shipping times vary per country: Please allow up to 3-5 business days for International orders

Once your order has shipped, you will receive an email confirmation with a tracking number. You can also log into your Mansur Gavriel account to check on your order status at any time. International orders that have been shipped can be tracked by clicking here.

Please reach out to our team at contact@mansurgavriel.com within 72 hours upon the date of delivery for any issues with your shipment or item received.

Domestic Orders:

For orders shipping within the US, sales tax will be charged at checkout on orders shipping to the following states: California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kansas, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, New Jersey, New York, North Carolina, Texas, Ohio, Oklahoma, Pennsylvania, Virginia, Washington, Wisconsin

International Orders:

For orders shipping to a country on our DDP list, taxes and duties are able to be prepaid at checkout or are already included in the product price. The total is shown at checkout.

For orders shipping  to a country on our DDU list, the order will be subject to duties and taxes upon receipt and payable by the customer.

Please see our list of DDP/DDU countries below:

DDP Countries:

Australia, Austria, Belgium, Bulgaria, Canada, Czech Republic, China, Croatia, Cyprus, Denmark, Estonia, Finland, France, French Guiana, Germany, Greece, Guadeloupe, Hong Kong, Hungary, Ireland (Republic of), Italy, Japan, Korea (South), Latvia, Lithuania, Luxembourg, Malaysia, Malta, Martinique, Mexico, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Reunion, Singapore, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Taiwan, United Kingdom

DDU Countries:

Andorra, Anguilla, Armenia, Azerbaijan, Belarus, BhutanBonaire, Saint Eustatius and Saba, Cape Verde, Cayman Islands, Cook Islands, Curacao, East Timor, Eritrea, Ethiopia, F.Y.R.O.M. (Macedonia), Falkland Islands, Faroe Islands, French Polynesia, Georgia, Gibraltar, Greenland, Guinea, Guinea-Bissau, Haiti, Iraq, Kazakhstan, Kiribati, Kyrgyzstan, Laos, Libya, Madagascar, Malawi, Marshall, Islands, Mauritania, Micronesia, Moldova, Mongolia, Montenegro, Mozambique, Nauru, Nepal, New Caledonia, Northern Mariana Islands, Palau, Russia, Samoa, San Marino, Sao Tome and Principe, Solomon Islands, St Barthelemy, Sudan, Suriname, Thailand, Tonga, Tunisia, Tuvalu, Ukraine, Uzbekistan, Vanuatu, Vatican City State (Holy See), Zambia, Zimbabwe

Please note that all duty and sales taxes are non-refundable through Mansur Gavriel. However, you may be able to recover these by contacting your local customs bureau directly.

More to Love spend & receive promotion return policy: All products purchased in the tiered promotion will only be eligible for exchange or store credit. Final sale products purchased in the promotion will remain final sale.

We accept returns on full price merchandise that is unused, in the original packaging and has a return request made within 14 days of purchase. Please note, items purchased at a 40% or more discount are considered Final Sale and cannot be returned for a refund or exchange. All discounted footwear is eligible for return.

Holiday Return Extension: Orders place between 11/21/24 and 1/16/25 are eligible to be returned until 1/31/25.

All items must be returned in perfect condition, unused, and with the original packaging (including boxes and dustbags) with tags still attached. We are unable to offer an exchange or refund on items that are deemed damaged - scratched, worn or not in their original packaging. 

If your order was placed within the US, all sales taxes will be refunded. For International orders, shipping, customs duties and sales taxes are non-refundable through Mansur Gavriel. 

Mansur Gavriel reserves the right to refuse any return on merchandise that does not meet our return requirements. If your return is not accepted, it will be sent back to you at your own expense and a refund will not be issued. 

For international orders, if an item is returned because a customer refused to pay for any import taxes or customs duties due payable, Mansur Gavriel will seek to recover from the customer all costs or any fees incurred by Mansur Gavriel. Please note that if you refuse to pay custom duties upon delivery, a refund will only be issued after the product has been returned to us. 

Please allow up to 4-7 business days for refunds to be processed once your return has been received by our warehouse.

US Returns:

For Domestic return requests, please submit your return request by accessing our Returns Portal here.

Once you have submitted a return request, you will be provided with a complimentary shipping label and return authorization available via email or download at the time of the request with detailed return instructions. Original shipping costs are non–refundable. Please do not ship your return back without a return authorization. It will not be processed.

A $10 restocking fee will be deducted from returns where a refund is processed. Please note that if you choose to exchange your order, the restocking fee will be waived.

International Returns:

For International return requests, please submit your return request by accessing our International Returns Portal here.

Please be aware that original shipping costs, duties and taxes are non–refundable, and a $25 fee will be deducted from your refund for any international return. When you have submitted your return request, a pre-paid return label and return authorization will be emailed to you. Please do not ship your return back without a return authorization. It will not be processed.

For domestic exchanges, please access our portal here. Please note, we do not accept international exchanges at this time, however, we can recommend placing your new order now to reserve the item of your choice and send your current item back in the meantime.

Look for our MONOGRAM IT badge or search for Monogram It to easily personalize your new bag, shoe, or wallet online, exclusively available at mansurgavriel.com. You will be able to customize your piece with our signature selection of fonts, sizes, and vibrant colors. After your order is placed, it can take up to a week for your order to ship to our monogram artist, who will hand paint your new custom piece. After that, please allow another week for your item to ship to you. Visit the Monogram Shop for more information.

The current turn-around time for our monogramming service is 2-3 weeks. Our monogram service is only available for items purchased through mansurgavriel.com at the time of purchase.

Please note that all monogram orders are final sale as each piece is hand-painted and customized specifically to the customer's request. 

We use a durable waterproof paint, but recommend avoiding the use of leather care products over the monogram area.

Need advice on your design? Have questions? Get in touch with a sales team member at contact@mansurgavriel.com.

See examples of the many monogram possibilities on our Monogram Shop.

Once your order is placed, you will receive an order confirmation. Once your order has shipped, you will receive a shipping confirmation with tracking information.

Unfortunately, once an order has been placed, we are unable to make any changes to the order or shipping information so please ensure all details are correct prior to purchasing.

If you need assistance with anything from placing an order or a question about a product, please email us at contact@mansurgavriel.com

Once your order is placed, we are unable to cancel or make any further edits. We do ask to please review your shipping/billing address and items carefully before submission.

To create an account, click Register in the upper right corner on any page. You will be able to create your profile, save shipping and billing information, view past orders and request returns and exchanges. Once you have created an account, simply click sign in on the top right of the homepage to login. If you have forgotten your account password, please click "forgot password" when signing in to reset your password.

Sign up to our marketing list via email or SMS to be the first to know about new arrivals, promotions and special projects and receive 15% off your first order over $200 USD. Offer only valid on full-price purchases only and excludes resale items sold via MG Forever.

If you do not wish to receive marketing from Mansur Gavriel, you can unsubscribe at any time via the "unsubscribe" link at the bottom of any newsletter.

All sale items are final sale. No price adjustments on previous purchases. Mansur Gavriel reserves the right to change, revise, or modify the terms and conditions of this offer at any time. Offer available at mansurgavriel.com only.

For specific product care inquiries, please email us at contact@mansurgavriel.com 

For general information on how to care for Mansur Gavriel products, please visit our care page here www.mansurgavriel.com/pages/care

Your satisfaction is of great value to us and faults presented within the first year of purchase will be considered and addressed as soon as possible. Manufacturing defects are assessed on a case by case basis with a valid proof of purchase from www.mansurgavriel.com. For items purchased outside of our site, please contact the retailer for further assistance. We encourage customers with any other questions to get in touch at contact@mansurgavriel.com

Mansur Gavriel accepts payment by debit card, credit card, Paypal, Amazon Pay, Apple Pay, G Pay, Amazon Pay, Klarna and other payment methods specific to your geographic location.

International pricing is calculated according to the current rate of exchange between the US currency on our website and the local currency of the specified shipping destination. 

We reserve the right to update such exchange rates regularly at our sole discretion, and you acknowledge that such updates may affect product pricing on the Website.

Route's Package Protection is a solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route’s Package Protection service can be added or removed during checkout.

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded per your preference. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim? File here

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
• In some cases, the Route Support team may require a police report before moving forward with an order issue.

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date. 
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

For further information regarding all of Route’s policies, please click here.

Klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments. To use Klarna to pay for your purchase, choose Klarna in the checkout. Your purchase will be split into 4 interest-free payments. The first installment will be taken from your credit or debit card when your order is shipped. The remaining three payments will be automatically charged to your card 14, 28, and 42 days later.

If your cart is eligible for 4 interest-free payments with Klarna, you will be able to select Klarna as a payment method during checkout. After your order is shipped, you will be charged for the first quarter of the total amount. Klarna will send a notification once the payment has been processed. You will be informed ahead of time before the next payments.

To sign up, you will need :
1. A US-issued debit or credit card
2. To be 18 years of age or over
3. An SMS-capable phone number
4. A mailing address that matches the ship to country

Klarna works in the following countries:

US, Canada, UK, Australia, New Zealand, Germany, Netherlands, Switzerland, Belgium, Sweden, Austria, Norway, Finland, Denmark, Spain, and Italy

France, Ireland and Poland will be available starting 2021

Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, AMEX, Discover). Please note, prepaid cards are not accepted.

Cancellations are subject to our cancellation policy. To cancel your order, please contact us. Once we have confirmed the cancellation, Klarna will update your payments accordingly and you can check the status of your payments anytime via Klarna’s site or in your Klarna app. Refund processing times vary and can take up to 14 days depending on your financial institution. To check the status of your refund, please confirm first we have updated your payments accordingly and check if you might have already been refunded to your original payment method. If 14 days have passed since the issue of credit and you are still missing your refund, please contact Klarna for further support.

If you have paid for your order with a card, the refund will be made to the same card. Returned or cancelled orders should first be registered with the online store. The refund will be processed within the next 14 days of the online store logging the returned or cancelled order.