Shipping policy

This policy governs shipping, handling, customs, and delivery for orders placed on montlore.shop and works together with our Return/Refund Policy (https://montlore.shop/policies/refund-policy).

1) Global Shipping

We ship to most countries/regions. If your destination is not serviceable due to legal or carrier constraints, we will notify you and help cancel the order with a refund.

2) Shipping Charges

Shipping charges are calculated at checkout based on destination, weight/volume, and carrier/service level. From time to time, we may offer shipping promotions as displayed on site or at checkout.

3) Processing Time

  • In-stock items: typically 3–5 business days to process and dispatch.
  • Pre-order/customized items: typically 7–15 business days, or as stated on the product page.
    During peak seasons or high order volumes, processing may be slightly delayed. If there is a material delay, we will notify you by email.

4) Estimated Transit Time

Once dispatched, typical transit times are 7–15 business days under normal circumstances. These are estimates only and are not guaranteed; actual timing depends on carrier route, service level, local conditions, and customs processing.

5) Shipment Confirmation & Tracking

A Shipment Confirmation email with a tracking number (where available) will be sent after dispatch. Tracking refresh cadence varies by carrier and may be delayed around scan or hand-off events.

6) Address, Delivery & Undeliverable Parcels

  • Verify details: Please confirm your recipient name, full address, phone number, and postal code before checkout.
  • Post-dispatch address changes (enhanced): After dispatch, address changes may not be possible. If the carrier accepts a correction, you authorize us to charge the carrier’s actual address-correction fee and any handling fee necessary to process the change.
  • Undeliverable/refused/unclaimed parcels (enhanced): If a parcel is undeliverable or returned due to customer-related reasons (including but not limited to inaccurate/incomplete address, unreachable phone, refusal to accept delivery, refusal or failure to clear customs), you are responsible for:
    • Any re-delivery/reshipment postage and related fees; and
    • Any return-to-sender, storage, customs, or disposal charges assessed by the carrier or local authorities.
      If you prefer a refund instead of reshipment, we will refund the product price less the actual round-trip shipping charges and carrier-assessed fees associated with the failed delivery.

7) Risk of Loss & Title

Risk of loss and damage passes to you when goods are handed to the carrier (unless otherwise required by law or agreed in writing). Please inspect the parcel upon delivery and report issues within the time windows below.

8) Customs, Duties & Taxes

International orders may incur duties, import taxes, brokerage or clearance fees. All such charges are the customer’s responsibility and may affect transit time. If a parcel is returned or destroyed due to non-clearance or refusal, all related costs and losses are the customer’s responsibility.

9) Loss/Damage & Reshipment

  • If your parcel is confirmed lost in transit or arrives damaged, email us within 48 hours of delivery (or the carrier’s “delivered” scan) with:
    (i) photos/videos of the issue, (ii) photos of the outer box and shipping label, and (iii) your order number/proof of purchase.
  • We will verify with the carrier and, where appropriate, offer a reshipment or refund.
  • If non-delivery arises from customer-related reasons (e.g., refusal to clear customs, refusal to accept delivery, inaccurate address/contact, failure to coordinate with the carrier), any reshipment postage and related fees will be borne by the customer.
  • Before carrier investigations conclude, we will assist with tracing and escalations; refunds or reshipments will follow the carrier’s confirmation.

10) Shipping Limitations

Items classified as hazardous/flammable liquids or gases, or otherwise restricted under transport or local regulations, cannot be shipped. Where product-specific material restrictions apply, the product page and the carrier’s actual acceptance govern.

11) Link to After-Sales Policy

For damage claim windows, non-shipping-related returns, and refund routes/timelines, please see our Return/Refund Policy:
https://montlore.shop/policies/refund-policy

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