Refund policy

This policy applies to orders placed on Montlore’s official site (montlore.shop). We truly hope you enjoy every purchase, and we’re always here to help.

Return Window

You may request a return within 30 days of delivery. We’ll keep the process clear and simple.

Eligibility 

Items should be in the same condition as received: unused and in the original packaging;

All tags, accessories, and included gifts must be returned intact;

A receipt/order number or proof of purchase helps us speed things up;

To ensure proper handling, please obtain a Return Merchandise Authorization (RMA) before sending items back. Parcels sent outside the process may not be located or inspected correctly.

Authorization (RMA) & Instructions

Email service@montlore.shop to start your request;

Once approved, we’ll issue an RMA number along with step-by-step instructions;

Please clearly mark the RMA number on the carton or include it inside the parcel and follow the guidance. We’ll keep you informed at every step.

Shipping Costs & Fees

Return shipping is paid by the customer;

For international returns, the original outbound shipping cost will be deducted from your refund. Duties/taxes are typically non-refundable; any return import duties or clearance fees are the customer’s responsibility;

We recommend a trackable and insured shipping service to avoid loss in transit.

Damages & Wrong Items

If your order arrives damaged or incorrect, please contact service@montlore.shop within 48 hours of delivery and provide: 1) photos/videos of the issue, 2) photos of the outer box & shipping label, 3) receipt/order number or proof of purchase.

We’ll verify promptly and work with you on a fair resolution (replacement/refund, etc.).

Non-returnable Items

  • Custom/personalized items;
  • Unsealed personal-care/contact items;
  • Ignitable consumables that have been used (e.g., incense with visible signs of use);
  • Hazardous/flammable liquids or gases (if applicable);
  • Sale/clearance items and gift cards.
    (If you’re unsure whether your item is eligible, feel free to ask—we’re happy to check for you.)

Exchanges

For a smoother experience, please return first, then place a new order once your return is accepted. If you’d like sizing or selection advice, just let us know.

Refunds

After receipt and inspection, we’ll notify you of approval or rejection;

If approved, refunds are issued to your original payment method within 10 business days (bank/processor timelines may vary);

If returned items show non-shipping damage, missing accessories, or packaging loss, we may adjust the refund to cover actual refurbishment costs and will explain the details via email;

If it has been over 15 business days since approval and you haven’t received the refund, please contact service@montlore.shop and we’ll help follow up.

EU 14-Day Cooling-Off

For shipments into the EU, you have 14 days from delivery to cancel or return for any reason. Items must be unused, with tags, in original packaging, and accompanied by proof of purchase. Shipping/duties rules above apply.
(Just email us to exercise this right—we’ll provide simple guidance.)

Policy Updates

We may update this policy from time to time to improve your experience. Changes take effect upon posting on this page. Thank you for your understanding and support.