Exchange:
1. Unshipped Orders: If your order has not yet shipped, please contact our Customer Service team to modify your order. (This policy does not apply to discounted items.)
2. Shipped Orders: If your order has already been dispatched, please contact our Customer Service after receiving the items.
If you need the order urgently, we recommend placing a new order simultaneously while waiting for the return of the previous order. We will process your refund once the returned item reaches our warehouse.
Return:
1. Discounted items are non-returnable.
2. To initiate a return, please submit your return request
via
here, our Customer Care team will review your request. If your order meets the return conditition according to our
"Return and Exchange Policy'', we will send a confirmation email along with the return label. The estimated return shipping cost will be provided with the label, and we will notify you of the exact cost once the item is received. This cost will be deducted from your refund amount.
3. Return Label Validity: Please note that the return label is only valid for 5 days. We kindly ask you to follow the return instructions provided in the email with the attached return label and ship the item back within this period. Returns will only be accepted if the following conditions are met:
- Items must be in their original condition, unworn, unaltered, unwashed, without makeup marks, and with all tags attached.
- Items must not have been used in photography shoots, Instagram posts, online, commercially, or for personal gain.
- All packaging shipped with your order must be returned.
- All purchases on underwear, tights, socks and lace leggings are final sale. We will not accept returns on these items for hygiene reasons.
4. Once we have received and inspected the returned items, we will process your refund. This process typically takes 10-15 business days from the date we receive the returned items and may take up to 30 business days depending on your card issuer. If you have not received your refund after 30 business days, please contact us for an update on your refund status. Refunds will be issued based on the original purchase price, excluding any original shipping charges (if applicable) and return shipping costs, back to the original method of payment.
Defective:
Montsand takes full responsibility for the quality of our products and services. If you receive a defective or faulty item, we are happy to offer you a free return and full refund. Please follow the steps below, and we will assist you promptly:
1. Contact us via
here within 3 days of receiving the item, providing photos of the defects and a video of the unboxing process. We will offer a free return and full refund for defective items.
2. Ensure that the item is kept in its original packaging, including all accessories, documentation, manuals, labels, tags, and the purchase invoice.
Cancellation:
1. To cancel your order:
a. If the order has not been shipped, please contact
our Customer service and we will assist you in canceling your order and issuing a full refund. This process typically takes 10-15 business days from the date we receive the returned items and may take up to 30 business days depending on your card issuer.
b. If the order has already been shipped, we will not be able to assist you in canceling the order.
2. If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to our warehouse. This amount will be deducted from your merchandise refund and be subject to a 30 day return processing time.
