ORDERS AND PAYMENT
At Montesere.com, we offer several convenient and secure payment methods to ensure a smooth shopping experience:
Credit Card
We accept Visa, MasterCard, American Express, and Discover. Your card will only be charged once your items have been shipped. For added convenience, Montesere.com features a Fast Checkout option, allowing you to securely save your card details for future purchases.
Shop confidently and enjoy the premium Montesere experience with payment options that suit your lifestyle!
Before proceeding, please ensure that the payment information entered is accurate for your selected payment method.
• Credit Card Users: If the issue persists despite correct details, we recommend contacting your Credit Card Issuer to investigate the problem.
• Financial Institution Support: If your bank or card provider is unable to resolve the matter, our Client Services team is here to assist.
For further assistance, please contact Montesere Client Services here. We’re happy to help!
At Montesere, we strive to process your orders quickly to ensure timely delivery. Once an order is confirmed, it is processed automatically and cannot be canceled.
• Registered Customers: You may cancel your order within 30 minutes of placing it by navigating to the “My Orders” section of your account.
• Guest Checkout or After 30 Minutes: If the 30-minute window has passed, or if you checked out as a guest, you still have the option to return the package in accordance with our Return Policy.
We’re committed to providing you with a seamless shopping experience. For further assistance, please don’t hesitate to contact our Client Services team.
SHIPPING AND DELIVERY
Standard shipping is offered for all orders placed on Montesere.com.
Before the order ships, you can track its status in the My Account section of our website. If you checked out as a guest, please contact our Customer Service team.
Once your package has shipped, you will receive an email with a tracking number. For security reasons, an adult signature is required for all deliveries.
Please check the number of parcels you received and ensure they are not damaged. You must immediately report any damage and/or missing product/parcel on the delivery slip.
All orders are processed automatically, and we cannot shorten or extend shipping times. Please note that you cannot choose the date or time of delivery. Our carrier delivers packages Monday through Friday during business hours and will make two delivery attempts. If the second delivery attempt fails, your order will be returned to the sender. Once the order has been placed, it is no longer possible to change the shipping address.
If your order hasn’t been delivered within the estimated timeframe, we recommend taking the following steps:
1. Check Your Order Status
Track your order here to ensure it’s on its way.
2. Verify Your Delivery Address
Double-check that the shipping address you provided is accurate.
3. Missed Delivery
If you’ve missed a delivery attempt, please contact DHL directly for assistance.
For additional support, feel free to contact the Montesere Customer Service team—we’re happy to assist you!
At Montesere, we aim to ensure secure and accurate delivery of your orders. Please keep the following in mind when placing an order:
• No Shipping to General Delivery or P.O. Boxes
We are unable to ship orders to General Delivery addresses or P.O. Boxes. Any orders made to these addresses will be automatically canceled.
• Matching Delivery and Location Site
The delivery address for your order must match the location site where the order is placed. Orders made with a delivery address that does not correspond to the selected location site will also be automatically canceled.
To avoid any issues, please ensure you select the correct location site using the link available in the corner of every page.
For further assistance, don’t hesitate to contact our Customer Service team. We’re here to help!
If your package arrives damaged, you may file a claim for damages with the carrier under certain conditions. Please follow these steps:
1. Accept the Package with Reservations
On the day of delivery, accept the package but sign the receipt with a note indicating the issue. For example:
• “Damaged package”
• “Crushed box”
• “Open box”
• “Wet box”
2. Document the Damage
Take clear pictures of the damaged box or package to support your claim.
3. File a Claim with the Carrier
Contact the carrier directly to open a claim for damages. Be sure to include the photos as evidence.
If you need further assistance during this process, don’t hesitate to reach out to the Montesere Client Services team. We’re here to help!
EXCHANGES, RETURNS, REFUNDS
At Montesere, we offer a 15-day full return policy. If you regret your purchase, simply notify us by email at info@montesere.com within 15 days of receiving your item(s). Please include your order number (MNT-XXXXX) in the email.
When returning your order, be sure to include the original delivery note with your order number and full name.
To be eligible for a full refund, the item must be unused and in the same condition as when received – as if tried on in a physical store.
If the item shows signs of use beyond basic testing, it may not be eligible for return. Once we’ve received and approved the return, your payment will be refunded to the same account within 3–5 business days.
Please note:
• Return shipping costs are free of charge
• Items must be sent directly to our address (we do not collect from parcel shops).
• Use a tracked shipping service – we are not liable for items lost or damaged during return shipping.
For the return address please mail us at info@montesere.com
At Montesere, your refund will always be credited to the same credit card used to place the original order. We strive to process return credits as quickly as possible, but please be aware of the following details:
Refund Processing Time
• Once your returned parcel has been received, we will process the refund promptly.
• However, the time required for the refund to appear in your account may vary depending on your bank or credit card issuer. It may take up to two weeks for the refund to be completed.
Prepaid Cards
If you used a prepaid card to pay for your order:
• Montesere has no control over the reimbursement process, any fees incurred, or the time required for processing.
• These transactions are managed solely by the financial institution that issued the prepaid card.
• For further details or assistance, please contact the institution that issued your prepaid card.
We appreciate your patience during this process. If you need any additional help, feel free to reach out to our Customer Service team—we’re here to assist you!
Montesere accepts product exchanges within 30 days of delivery, provided the following conditions are met:
Exchange Eligibility
• Items must be in their original condition and packaging, with all tags attached.
• Your exchange request must be postmarked within the 30-day window to be processed.
• For more information on product eligibility, refer to our Return Policy or check the product page of the item(s) you wish to exchange.
Online Purchases
Exchanges for online purchases are limited to size adjustments only. To request a size exchange, please contact our Client Services team directly.
We’re here to ensure your Montesere experience is seamless. For further assistance, don’t hesitate to reach out!