Returns & EXCHANGES
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 14 days of delivery.
To keep things simple, all returns and exchanges are requested through your Montalore customer account.
→ Montalore Customer Account: CLICK HERE
Once your return is registered, please make sure your parcel is sent back within the 14-day return window.
RETURN & EXCHANGE GUIDE
You have 14 days from the date you receive your order to register a return or exchange.
The return shipment must be dispatched within this period.
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.
For customers in the Netherlands, Germany, and Belgium, we offer free returns.
For orders shipped outside these countries, return shipping costs are the responsibility of the customer. In some cases, applicable return costs may be credited towards a future order.
Please note that during special campaigns, promotional periods, or sale events, different shipping or return conditions may apply. Any such exceptions will always be clearly communicated and can be found in our Terms & Conditions.
To help us process your return as quickly as possible, we kindly ask that all items from the same order are returned in one shipment.
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:
📩 returns@montalore.com
Once your return arrives at our warehouse, it will be processed within 3–7 working days. Refunds are issued to the original payment method. Original shipping costs are non-refundable, and 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.
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.
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.