We want you to be completely satisfied with your Montrel purchase. If for any reason you are not, we invite you to submit a return request in accordance with the conditions outlined below.
Please read this policy carefully before initiating a return. By completing a purchase with Montrel, you acknowledge and agree to the terms set out on this page.
Return Window
Return requests must be submitted within 14 days of the delivery date. Requests received outside of this window cannot be accepted, and the item will be returned to the sender.
Eligibility
To qualify for a return, items must be:
- Unworn, and in their original condition
- Free from signs of use, alteration, or damage
- Returned with original packaging and tags attached
- Packaged securely to prevent damage in transit
Items that do not meet these conditions will not be accepted and will be returned to the sender at their expense. Montrel reserves the right to assess the condition of returned items upon receipt.
Non-Returnable Items
The following items are final sale and cannot be returned or exchanged under any circumstances:
- Items marked as Final Sale or purchased during a promotional event
- Intimates and Fragrances
- Gift cards
How to Return
To initiate a return, please contact us at info@montrelframes.com with your order number and the reason for your return. Our team will review your request and, if approved, provide you with return instructions within 1–2 business days.
Please do not send items back without first receiving confirmation from our team. Unauthorised returns will not be processed.
Return Shipping
Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as Montrel cannot accept liability for items lost or damaged in return transit. Original shipping fees are non-refundable.
Refunds
Once your return has been received and inspected, we will notify you of the outcome via email. Approved refunds are processed to your original payment method within 5–10 business days, depending on your bank or payment provider. Please note that processing times may vary and are outside of our control.
Store Credit
If you would prefer, approved returns may be issued as store credit rather than a refund to your original payment method. Store credit is applied to your Montrel account and carries no expiry date, giving you the freedom to use it at your convenience.
To request store credit in lieu of a refund, please indicate this preference when submitting your return request.
Exchanges
We do not facilitate direct exchanges at this time. Should you require a different size or style, we invite you to return your original item for store credit and place a new order at your convenience. This ensures the item you want is secured without delay.
Damaged or Incorrect Items
In the rare event that your order arrives damaged or you receive an incorrect item, please contact us within 5 business days of delivery at info@montrelframes.com. Include your order number and clear photographs of the issue, and we will resolve the matter promptly at no cost to you.
Customs & Duties on Returns
Any import duties, taxes, or customs fees incurred on the original order are non-refundable. Customers are responsible for any duties or fees applied to returned parcels by their local customs authority.
