shipping
Which countries do you deliver to?
We deliver to over 130 countries. If you live in an exciting place that is not in the list at the top right of our website, we are very sorry. We hope that we can also deliver to your country in the near future.
What shipping methods do you offer?
We offer delivery services from DHL. Available delivery service, cost and estimated delivery time depends on your location and will be displayed at checkout.
How much does shipping cost?
The shipping costs depend on your chosen shipping service provider and are displayed during the checkout process.
How long does it take for my order to arrive?
The estimated delivery time depends on your location and the shipping service you choose and will be displayed at checkout. We always strive to process and ship all orders within 24 hours.
When your order is shipped from our warehouse, you will receive a shipping confirmation with your tracking number and a more specific delivery date. Our warehouse is only open during business hours Monday through Friday.
Please note that during periods of high demand (including sales) delivery may take slightly longer than usual.
Occasionally, technical system updates or unforeseeable events, such as extreme weather conditions, may temporarily affect our delivery services, resulting in changes to our shipping/delivery times. However, we will always endeavor to minimize these changes as much as possible.
How can I track my shipment?
When your order is shipped from our warehouse, you will receive a shipping confirmation including your tracking number. If you didn't receive this email, you could check your spam inbox to see if it ended up there by mistake. If you cannot find your shipping confirmation, please contact our customer service team so we can help you.
Please note that due to the availability of the items in your order, your delivery may be split into multiple shipments.
Additionally, these shipments can be sent using different courier services, meaning you could receive your items on different dates. We apologize for any inconvenience this may cause. Rest assured that all items will be shipped to you as quickly as possible. You will receive separate tracking information for each shipment so that you can monitor the progress of your delivery. If you have any questions or concerns about your order, please feel free to contact our customer service team. Thank you for shopping with us!
I have not received my order. What should I do?
If you do not receive your order within the expected delivery period, please contact our customer service within 30 days* of the order date.
*Unfortunately, we cannot follow up on lost orders after this period has expired.
When will I receive my order with pre-ordered items?
Please note that normal delivery times do not apply to orders containing pre-ordered items. If you place a pre-order, a specific shipping date will be provided on the respective product page. If your pre-order also contains other items, they will be shipped at the same time.
How can I collect my package?
You can have your package delivered to your home or pick it up at a service point or in store. Delivery options depend on your location. The possible delivery options are available at checkout.
If you have chosen home delivery, your package will be delivered to the address specified when ordering. If you are not available when the delivery person arrives, they can either make another delivery attempt or leave the package at a service point.*
*Packages that could not be delivered correctly will be returned to our warehouse. We cannot reship your package once it has been returned to us. You will then have to place a new order.
To which countries do you ship DDP (Delivered Duty Paid)?
We currently ship to the US, UK, Norway and Saudi Arabia with DDP.
Do you deliver to PO boxes?
Unfortunately, we are currently unable to send packages to PO boxes in any of the countries we deliver to.
Where are your products shipped from?
All orders placed on our website are shipped from our central warehouse in Frankfurt.
The warehouse is closed on public holidays; you can find different dates below. Please add 1-3 working days to the delivery conditions these days.
2023-01-01,New Year's Day
2023-01-06, Epiphany
2023-04-07, Good Friday
2023-04-09, Easter Sunday
2023-04-10, Easter Monday
2023-05-01,May Day
2023-05-18, Ascension Day
2023-06-24, Midsummer Night
2023-06-25, Midsummer Day
2023-11-04, All Saints Day
2023-12-24, Christmas Eve
2023-12-25, Christmas Day
2023-12-26, Boxing Day
2023-12-31, New Year's Eve
Is my shipment insured?
Insurance covers accidental damage and/or missing items during the shipping process. Due to the specifics of international shipping, damage and/or missing items during transit cannot always be completely avoided or anticipated. Should such a situation arise, please contact our customer service team so that we can contact the shipping company directly and request financial compensation.
Returns & Exchanges
What are your return conditions?
- All products must be returned within 14 days of receiving the order.
- All products must be returned in their original condition.
- All returns must include the original packaging.
*This applies to all products on our website, including sale products and underwear.
How can I return my order?
Follow the steps below to return your order:
Fill out your return form and attach the pre-printed UPS return label to the package. These documents are in the envelope you received with your order. Leave your order at your local access point or call your shipping company to arrange a pickup.
- UPS Access Point Finder: https://www.ups.com/dropoff
*If you are outside the EU, please include 3 copies of the commercial invoice in a clear envelope or bag on the outside of the box.
When the carrier has scanned your return, we will send you a confirmation email informing you that your return is on its way back to our warehouse.
Once received, your return will be fully processed within 7 business days. Once this step is completed, you will receive a refund notification from us by email. The refund will appear in your account within 2-5 business days.
*Please note that Menglu Paris cannot accept returns that have not been sent with our pre-printed return label. If you sent your order for return with your chosen carrier, we will not receive the package at our warehouse and cannot issue you a refund for your order. Please also note that Menglu Paris is not responsible for shipping costs or lost packages if the order was not shipped with the pre-printed label mentioned above.
Can I use another shipping company to return my order?
Unfortunately, we cannot accept returns that were not sent with our prepaid return shipping label and the shipping carrier specified on the label. If you have sent your order back for return using your chosen carrier, we will not receive the package at our warehouse and will not be able to issue you a refund for your order. Please also note that Axel Arigato is not responsible for shipping costs or lost packages if the return is not made with our prepaid return label and through our selected shipping service provider.
Can I return an item I purchased in-store online?
Unfortunately not, your order must be returned to the same store where the purchase was made. This also applies to online orders. You must return the package to our central warehouse using the pre-printed return label that you received with your order.
Can I exchange my products?
If you would like to exchange your order, simply return your unwanted items and place a new order online. We hope to be able to offer a standardized exchange service in the future.
How can I return goods from the UK to the EU?
Follow these steps to return your order from the UK to the EU:
1. Complete a commercial invoice for returns. If you have already received a commercial invoice with your order, please use this to return the goods. If not, you can find the commercial invoice document and instructions on how to fill it out below:
Commercial Invoice Guide
Commercial invoice
2. Note that there must be a total of 3 commercial invoices. 2 of these invoices must be placed on the outside of the package, in a clear plastic sleeve so that they are visible. Please note that these invoices cannot be placed in the box and must be visible to UPS or the package will be returned.
3. The third copy of your commercial invoice must be given to the UPS delivery person or other responsible person at the UPS drop-off point. It is of great importance that the tracking number of the package appears on this commercial invoice. You can find the tracking number on the return label provided. This can be noted by hand on the invoice instead of the previous tracking number.
Orders
How do I know that you have received my order?
When you place an order at menglu-paris.com, we will send you an order confirmation to your registered email address. If you don't receive this within a few minutes, you should check your spam inbox. If you can't find it, you should contact our customer service so we can help you.
Can I change or cancel my order?
Once your order has been successfully placed, we cannot make any changes or cancellations to your order. Once you receive your unwanted order, you can return it to our warehouse for a full refund using our returns section.
I received an incorrect order, what should I do?
We are sorry that you received an incorrect order, of course this is never our intention. Please contact our customer service team with photos and order number so we can assist you.
Can I be notified as soon as a product or size is back in stock?
You can be notified when a product is back in stock. Go to the product page and select the size you want. Press the button that says “Notify” and enter your email address. You will then receive an email as soon as the product or size is available.
payment
Which payment methods are accepted?
We offer Visa, Mastercard, AMEX, Paypal, and Klarna in most countries. The payment methods we offer are displayed in the checkout. Please make sure you have selected the correct country in the top right corner.
Most countries are billed in local currency, while some countries are billed in either US Dollars or Euros. Prices on the website are displayed in the currency of the website you are currently visiting.
Can I buy now and pay later?
Klarna offers you to buy now, but pay in 30 days instead of 14 days, without interest. This option allows you to receive your order first and then pay in peace. Find out more here.
Why was my credit/debit card declined at checkout?
We recommend that you contact your bank if you receive a notification that your credit or debit card has been declined.
Possible reasons for declined payments include an invalid payment method, incorrect billing information, or banking issues. We advise you to try another card/payment method or contact your bank.
Are your payment methods secure?
We can only accept payments via 3D Secure (Verified by VISA/Mastercard SecureCode). This payment method is 100% secure and guarantees that the person using the card is also the cardholder by putting the customer in direct contact with the bank to verify their purchase. If you have any questions about 3D Secure, you can contact your bank.
Are VAT/taxes and duties included in the quoted price?
For orders from the EU, US, UK, Norway or Saudi Arabia, all additional costs such as VAT/taxes and duties are included in the quoted price.
For orders from outside the EU, all prices exclude VAT/taxes and duties. The price is also exclusive of the cost of physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders or mark them as gifts.
How much taxes and duties do I have to pay?
Unfortunately, we cannot estimate how much taxes and duties you will have to pay in your country, as this is regulated by each country. Your local customs office should be able to estimate the price of import fees.
Can I claim a tax or duty refund for a purchase made online?
Unfortunately not, as tax on purchases from our online store cannot be refunded via the VAT Retail Export Scheme. Please contact your local customs office to request a refund.*
*Only for orders outside the EU. Orders within the EU are always duty-free.
Products & Sizes
How do I care for my products?
Here you can find our product care guide for all our products.
How do I find the right size?
To check if you are ordering the correct size, you can use the size chart on each product page. Below you will also find instructions on how to determine your measurements. When it comes to shoes, pay attention to the instructions above the size list on each product page.
If you are still not sure which size you need, please contact our customer service.
Chest circumference
To measure your chest, raise your arms and place the tape measure around the widest part of your torso. Make sure the tape measure fits snugly against your body without being too tight, then take your measurement.
waist
To measure your waist, you first need to find the bottom of your ribs and the top of your hips. Then place the tape measure around your waist in the middle between the two points (directly above your belly button). Make sure the tape measure feels comfortable on your body without being too tight. Breathe out naturally and take your measurements. Repeat the process a second time just to be sure.
Hip
To measure your hips, first remove any layers that could cause an inaccurate measurement. Place your feet together and wrap the tape measure around the widest part of your body. The easiest way is to hold the beginning of the tape measure at one hip and wrap it around your body until it reaches the starting point. Move the band up and down a little to check if you've found the widest point. Make sure the band feels good on your body without being too tight.
Inside leg length
Inseam length is the distance between the top of your thigh and the end of the pant leg. To measure the inseam, place one end of the tape measure at the top of your thigh and the other at your ankle, then measure the length between the two points.
Are your products unisex?
clothing
Our entire collection is unisex, meaning you can browse any item regardless of your gender. On each product page you will find a size chart to help you choose the perfect fit based on your measurements.
Shoes
All of our styles are unisex, although some styles are exclusive to women's or men's sizes.
On each product page you will find a size chart that you can compare with your measurements to ensure the best possible fit.
How can I replace my worn shoelaces?
Please contact our customer service - we will send you a new pair when we have the style you need in stock.
sustainability
What is Menglu Paris’ sustainability mission?
Menglu Paris aims to rethink every part of the production process and is committed to making positive changes for the benefit of our planet. Our long-term goal is to integrate sustainability into every aspect of the brand and day-to-day business. Read our Sustainability Report if you want to learn more about our sustainability journey.
Who is responsible for the issue of sustainability?
At Menglu Paris we have two employees dedicated to working on quality and sustainability-related issues and a team of two employees in Portugal who work closely with our partners. Nevertheless, the entire company deals with the issue of environmental protection in its daily work.
Where are your products made?
Menglu Paris products are manufactured by a very small number of suppliers, mainly based in Europe. The majority of total production is located in Frankfurt.
How are your products made?
We carefully consider which raw materials we use and are always striving to introduce new, better materials. We always ensure our products are compliant with chemical regulations such as REACH to ensure health and safety comes first.
Our leather is sourced exclusively from tanneries certified by the Leather Working Group, an independent organization that ensures both ethical and environmentally friendly practices within the factories. All of our sweatshirts, hoodies and t-shirts are made from 100% organic cotton.
What should I do with products I no longer use?
We encourage our customers to maintain, repair and reuse their Menglu Paris products. You can find out how best to do this on our product care page here .
What if I want to find out more about it?
We are pleased that you are curious about Menglu Paris' actions and goals when it comes to sustainability. You can contact our customer service team who will be happy to help you.