Refund policy

RETURNS & REFUNDS

INTRODUCTION

Thank you for your purchase — we hope you love your Montalore item.
If for any reason it’s not quite right, you can return your order within 30 days of delivery.

To keep things simple, all returns and exchanges are requested through your Montalore customer account.

→ Log in to your Montalore customer account

Once your return is registered, please make sure your parcel is sent back within the 30-day return window.

HOW RETURNS & EXCHANGES WORK

RETURN PERIOD

You have 30 days from the date you receive your order to register a return or exchange.
The return shipment must be dispatched within this period.

RETURN CONDITIONS

We kindly ask that all items are returned in their original condition: unworn, unwashed, and with all original tags attached. Items should be sent back in their original packaging, including branded boxes, dust bags, hang tags, and cards. For footwear, we recommend trying shoes indoors on a soft surface until you’re sure they’re a good fit.

Returns that don’t meet these conditions may be refused or refunded partially.

RETURN SHIPPING

Return shipping costs are the responsibility of the customer. For customers in the Netherlands, Germany, and Belgium, returns can be arranged via our return process. For orders shipped outside these countries, customers are responsible for organizing and covering the return shipment themselves. In certain cases, return shipping costs may be credited towards a future order, at our discretion.

Please note that during special campaigns, promotional periods, or sale events, different shipping or return conditions may apply. Any exceptions will always be clearly communicated and can be found in our Terms & Conditions. To ensure a smooth and efficient return process, we kindly ask that all items from the same order are returned together in one shipment.

EXCHANGES

We do offer direct exchanges. To keep the process clear and efficient, exchanges are requested through your Montalore customer account.

HOW TO REQUEST AN EXCHANGE

Log in to your Montalore customer account
Select the order you wish to return
Choose the item you would like to return
Select Exchange and choose the new size or item
Select the reason for your exchange
Submit your request

WHAT HAPPENS NEXT

The new item is reserved in our warehouse
A return shipping label will be generated and sent to your email
Ship the original item back to us using the provided label

Once we receive your return:

The item will be inspected
If approved, the exchange item will be released and shipped
You’ll receive automatic email updates at every step

If the returned item does not meet our return conditions, the exchange may be refused and handled as a refund instead.

For any questions during this process, you can always reach us at:
📩 info@montalore.com

REFUNDS

Once your return arrives at our warehouse, it will be processed within 3–7 working days. Refunds are issued to the original payment method. If you return your full order within 14 days of delivery, we also refund the standard delivery costs you paid. We do not refund the additional cost of a delivery option more expensive than our standard delivery, nor the Fast & Protected Shipping fee once your order has shipped. Depending on your payment provider, it may take up to 10 working days for the refund to appear in your account. For orders within the EU, applicable sales taxes are refunded. For orders outside the EU, customs duties and taxes are non-refundable. You may be able to recover these fees by contacting your local customs authority directly. During peak periods, processing times may be slightly extended.

DAMAGED, FAULTY, OR INCORRECT ITEMS

Every Montalore item is carefully inspected before dispatch. If your order arrives damaged, incorrect, or if you notice a manufacturing issue, please contact us as soon as possible and include clear photos so we can assist you quickly. If you received the wrong item, we’ll arrange a replacement at no cost. If your item has a manufacturing issue, we’ll assess the situation and, where possible, offer a repair. If repair or replacement isn’t available, a full refund will be issued. Damage caused by normal wear and tear or improper use is not considered a manufacturing fault.

RETURN RESPONSIBILITY

Returns remain the customer’s responsibility until they arrive at our warehouse. Please make sure to keep your proof of shipment and tracking details, as we’re unable to process returns without confirmation of delivery.

NEED HELP?

If you have any questions or need help at any point, our customer service team is always happy to assist you at:

📩 info@montalore.com