Destination - Cost - Estimated Delivery Time

● Netherlands - €5.95 EUR - 24 - 48 hours
● Belgium - €5.95 EUR - 48 hours
● Germany - €5.95 EUR - 24 - 48 hours
● Europe - €12.95 EUR - 48 - 72 hours
● United Kingdom (Brexit notice below) - €12.50 EUR - 3 - 7 days
● United States - €23.50 EUR - 3 - 7 days
● Rest of World (including Russia) - €24.95 EUR - 3 - 7 days

Please note: Shipping times may vary due to carrier delays.

Deliveries are made Monday to Saturday.

We do not deliver to PO boxes.

Please monitor your tracking details to ensure smooth delivery. For any issues, contact our customer support:

support@montalore.com.

EU Orders:
All orders are dispatched from our distribution partner in the Netherlands (EU). For orders
placed within the EU, no import or custom duties are applicable.

UK Orders:
Please refer to our Brexit notice for specific guidance regarding orders to the UK.

Non-EU Orders:
Orders shipped to countries outside the EU may be subject to import and/or custom duties imposed by your local government. It is the customer's responsibility to cover any applicable duties and taxes, as they are not included in the order total. These fees will be due upon delivery. For clarification on duties and taxes specific to your country, we recommend reaching out to your local customs bureau directly.

Once you've received an order confirmation email, changes or cancellations to your order or address details cannot be accommodated. Our streamlined process, managed by an automated fulfillment partner, ensures rapid order processing, leaving no room for modifications after confirmation. If you've made an error in your address details, please promptly reach out to our customer support team for assistance.

Should you experience any delays in the delivery of your order beyond the estimated timeframe, we encourage you to refer to your tracking information for updates.

1. Shipping Status: Delivered
If the tracking information confirms delivery, we kindly advise you to check with household members or neighbors to ascertain if the parcel was received on your behalf. If not, please promptly contact our customer support team. We'll initiate an investigation with the shipping provider, with an estimated resolution time of up to two weeks, typically resolved within 4 days.

2. Shipping Status: No Updates/Error Code
If there have been no updates in tracking for several days (5-10), or if an error code appears, please reach out to both the shipping company directly and our customer support team. We'll commence an investigation, which typically concludes within two weeks, with an average resolution time of 3 days.

3. Shipping Status: Returned to Sender
If the tracking indicates that the parcel has been returned to our distribution partner, please contact our customer support team for assistance. We'll investigate the reason for the return
and arrange for the item to be reshipped to you.

Important Note:
Please ensure that your address details are entered accurately during checkout. We cannot be held responsible for parcels delivered to incorrect addresses or lost by the shipping company due to incorrect customer-provided information.

Enjoy the convenience of trying on your purchases in the comfort of your own home. Our return and exchange policy is designed to be simple and hassle-free. Whether you choose to exchange or return your item, we’ve got you covered.

14-day return & exchange period

You may initiate a return or exchange within 14 days of receiving your order.

Please note: the shipping duration of your return is not counted in the 14-day window.

Complimentary return shipping (within 2 days)

If your return is initiated within 2 days of delivery, return shipping is complimentary.

We will refund the shipping costs once we receive and process your package.

Returns initiated between day 3 and day 14

If your return is initiated between day 3 and day 14, return shipping costs are your responsibility.

These costs will be credited toward your next purchase as store credit.

Free shipping on exchanges

If you choose to exchange your item, we will cover the shipping cost of sending the replacement product to you.

Returns during sale periods

Items purchased during promotional or sale periods are not eligible for cash refunds.

Returns of discounted items will be refunded in the form of store credit or a digital gift card, redeemable on your next order.

Exchanges for sale items are accepted, subject to availability.

Conditions for return

To qualify for a return or exchange, items must meet the following conditions:

- Returned in original, unworn condition and packaging
- All original tags, branded boxes, dust bags, and cards must be included.
- Shoes must only be tried on indoors on carpeted surfaces.
- Items from the same order should be returned in a single shipment

Important notice

We reserve the right to refuse returns if the item shows signs of wear, use, or alteration.

In such cases, a refund may be partially issued or denied altogether.

Non-compliant returns may be shipped back to the customer at their expense.

● Customers have up to 14 days from receiving their order to request an exchange. When opting for an exchange, we cover the shipping costs for sending out the exchange item(s).

● If you initiate the return within 2 days of receiving your order, we reimburse shipping costs up to €5.95.

● Upon shipping the new item(s), customers are promptly notified. The parcel is dispatched to the address provided for the original order. Once we receive your return parcel, please allow up to 5 days for the exchange to be processed.

Exchanging items is a straightforward process:
Step 1: Request your exchange via our customer support. Simply give them your order number and email address, then tell them which item(s) you wish to exchange.
Step 2: Check your email for a link to access your return instructions. Purchase your return label
at our competitive rates. Choose a convenient local drop-off point to hand over your parcel or arrange for pick-up.
Step 3: Dispatch the parcel to the delivery service (drop-off or pick-up). Include the packing slip in the box along with the items being returned.

For faster exchanges, we recommend placing a new order and returning the original for a refund.

Please note:
● Customers are responsible for the return shipment. Failure to receive a return at our distribution center may result in the inability to process a refund or exchange.
● Customers are limited to a maximum of two exchanges per item. If further exchanges are requested, refunds are provided in the form of store credit, with all shipping costs deducted from the reimbursed amount.

Once we've received your return shipment at Montalore, your refund process will commence within 3-7 working days.

● Upon receipt of your return shipment, our team will promptly initiate processing, which typically takes 3-7 working days. You'll receive a notification once your parcel has completed processing and your refund has been initiated.

● For returns made within our 14-day period, a full refund of the purchase amount (excluding shipping costs) will be issued to your original payment method. Please note that shipping costs are non-refundable.

● Refunds may take up to 10 working days to reflect on your account due to varying processing times between payment providers.

● Within the EU, all applicable sales taxes are eligible for refund. For orders outside the EU, customs duties and sales taxes are non-refundable. However, you may explore the possibility of recovering these fees by contacting your local customs bureau directly.

Please note: During exceptional peak periods, processing times may be extended.

At Montalore, we uphold rigorous quality control standards. Every item undergoes thorough inspection for any defects before being dispatched to our customers. Items are deemed faulty if they arrive damaged or if a manufacturing fault is discovered within six months of purchase.

Please be aware that damage resulting from regular wear and tear is not considered faulty.

Incorrect Item:

● If you've received an incorrect item, kindly reach out to our customer support team with an image of the item and its packaging label. We will arrange for the exchange of the incorrect item(s) at our expense.

Faulty Item:

● Should you receive a faulty item, please contact our customer support immediately and provide us with a photo of the item. Whenever feasible, we'll offer to repair the faulty item. In the event that you prefer an exchange, please note that we can only replace it with the same product in the same size, subject to availability. If the item cannot be repaired or replaced, you'll receive a full refund.