FAQ

1. What is your return policy?

We offer a 30-day return period from the date your order is delivered.

  • Items must be unused, in original packaging, and suitable for resale.

  • Return requests require proof of purchase (order confirmation email).

  • Once your return is approved and the item is received and inspected, we will issue a full refund or exchange—whichever you prefer. Refunds are processed to the original payment method.

  • Certain items are non-returnable (e.g., clearance items, personalised products). See our full Return Policy for details.

2. When will my order arrive?

  • Orders are processed within 1–3 business days after payment confirmation.

  • Most orders arrive within 7–15 business days, depending on your location.

  • Deliveries to remote or rural areas may require additional time.

  • Tracking information will be sent via email once your order has shipped.

3. Where are your products made?

We partner with carefully selected, trusted manufacturers worldwide. All suppliers are vetted to ensure they meet our standards for:

  • Product quality and durability

  • Safety and compliance with relevant regulations

  • Ethical and responsible manufacturing practices

4. How much does shipping cost?

We provide free worldwide shipping on all orders with no minimum spend.

  • Prices displayed at checkout are final—there are no hidden fees.

  • Customers are responsible for any customs duties, taxes, or import fees charged by their local authorities.

5. How do I track my order?

  • Once your order has shipped, you will receive a tracking number via email.

  • Tracking updates may take 1–3 business days to appear after dispatch.

  • You can track your package via the link provided in your shipping confirmation email.

6. What if my order is delayed?

Delivery times are estimates and may be affected by factors beyond our control, such as:

  • Customs inspections

  • Weather conditions

  • Carrier delays or service disruptions. 

We recommend allowing extra time during high-volume seasons. If your order is significantly delayed, please contact us for assistance.

7. What payment methods do we accept?

We accept most major payment methods, including:

  • Credit and debit cards (Visa, Mastercard, American Express)

  • PayPal

  • Selected local payment gateways depending on your country

All transactions are processed securely and encrypted for your protection.

8. What should I do if I receive a damaged or incorrect item?

If your order arrives defective, damaged, or incorrect:

  1. Contact us within 7 days of delivery at hello@montarelle.com.

  2. Include your order number, photos of the item, and a description of the issue.

  3. We will arrange a replacement or refund at no cost to you.

9. Do you offer gift wrapping or personalised messages?

We do not currently offer gift wrapping or personalised messages, but we are exploring these options for future orders.

10. Can I change or cancel my order after placing it?

Changes or cancellations are possible only if the order has not yet been processed.

  • Once an order is dispatched, we cannot make changes.

  • Please contact us as soon as possible if you need to update your order details.