FAQ

1. Credit/Debit Card Payments:

• Visa
• MasterCard
• Amex
• Discover cards
• Diners Club International
• Elo
• JCB
• UnionPay (银联)

2. Paypal

3. Apple Pay - is available for customers completing their purchase via compatible Apple devices.

4. Google Pay - is available for customers with registered accounts. 

5. Installment - Buy now pay later via SHOP PAY

By completing a transaction on our website you confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Montsand, we will not be liable for any delay or non-delivery.

Your privacy and data security are treated with the utmost importance and care at all times. They will be fully encrypted and only used to process card transactions which you have initiated.

Montsand offers both available and pre-order items. Estimated processing time and delivery timeframe are noted under each size option on the product page once added to cart. Please review these details carefully to ensure the item aligns with your desired delivery date.

For time-sensitive orders or special delivery requests, please reach out to our Customer Support team or live chat with us (chat widget icon is on your left corner of your screen). We will gladly coordinate to assess the feasibility of expediting your order where possible.

We ship to most regions worldwide. Offering a complimentary, trackable shipping service via DHL Express (sale off items during sale season are excluded). Delivery typically takes 3–10 business days, depending on your location. 
A tracking number will be sent to your email once your order has been collected by our DHL courier. If you wish to confirm specific delivery details for your region, please contact our Customer Support team or live chat with us (chat widget icon is on your left corner of your screen).

If your order includes both in-stock and pre-order items, we typically ship the full order together once all items are available. However, if you would prefer to receive the in-stock items first and have the pre-order items shipped separately once they're ready, please submit your request here or live chat with us. In this case, we will support free shipping for up to 2 separate shipments. For any specific shipping requests, please contact our Customer Service team here.

*Note: International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates. Customs policies vary widely from country to country; contact your local customs office for more information.

You can track your order here

Some destinations have specific customs requirements. Please ensure the relevant information is provided at checkout to avoid delays or failed delivery:

1. Brazil: All orders shipped to Brazil must provide a CNPJ/CPF number to proceed. This is mandatory as required by the Brazilian customs border. Please include this information in the  Additional Information section during checkout
2.  South Korea: A valid Personal Customs Clearance Code (PCCC) is required for customs clearance. Please enter your PCCC in the Additional Information section at checkout
3. Turkey: For personal shipments, orders exceeding $50 cannot be imported due to local import restrictions. We recommend either using an alternative shipping address in another country, or placing your order under a business/commercial entity for successful clearance
4. Indonesia: A valid NPWP (Tax ID) may be required by customs. Please include it in the Additional Information section at checkout if available, especially for high-value shipments
5. United Kingdom: If your shipping address is registered to a business, a valid EORI number is required. Please include this at checkout if applicable
6. GULF Countries: (UAE, Saudi Arabia, Qatar, Kuwait, Bahrain & Oman): A valid local phone number is mandatory for delivery coordination. Please ensure your shipping address and contact information are accurate, written in English, and fully complete to avoid any delivery issues.

If you decline to accept your parcel due to import duties or taxes, 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 address. This amount will be deducted from your merchandise refund.

We have no control over duties & taxes charges once it reaches your country and cannot predict what they might be. Please contact your local customs office to request details of these.

If a customer declines to accept a parcel due to import duties, taxes, or for any other reason, the customer assumes full responsibility for all postal charges, return shipping costs, customs fees, and handling fees. These amounts will be deducted from the merchandise refund.

1. Returns will only be accepted if the following conditions are met:

• Orders was placed directly on montsand.com
• Purchased items were not discounted during sale season.
• Items must not have been used in photography shoots, Instagram posts, online, commercially, or for personal gain.
• Items must be in their original condition, unworn, unaltered, unwashed, without makeup marks, odors with all tags (swing tag, size tag, caring tag and return tag) remain attached and undamaged.
• 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.
• Must be within 7 days from the date of receipt.

2. To initiate a return, please submit your return request here. If your order meets the return conditition according to our policy, within 2-3 business days we will send a confirmation email along with the return label and an estimated return shipping cost. Exact costs will be confirmed once the item(s) is received, return shipping cost will be deducted from your refund. 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.

3. In the event that the returned item(s) do not meet the above conditions or arrive in a condition that is damaged, altered, or defective due to mishandling or improper use, Montsand reserves the right to deny the refund or charge a repair/restoration fee at our discretion.

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.

1. If you have not received order tracking number yet (please check your mail box), contact our Customer Service team to modify your order. (This policy does not apply to discounted items during sale season). Or submit exchange request here. Or live chat with us (live chat widget is on your left screen corner)

2. If your order has already been dispatched (order tracking number was sent to you via email) and you wish to exchange it, please follow these steps:

• Contact our Customer Service after receiving your items to request an exchange. Or submit exchange request here. Or live chat with us (live chat widget is on you left screen corner)
• If your order meets the conditions according to our Policy, we will send a confirmation email along with an exchange label.
• Once we receive the returned item, we will notify you of the return shipping and any additional charges.
• After payment is confirmed, we will process the exchange and send your replacement item.

*** Please note that, exchange shipments might incur import duties & taxes and customers are responsible for this. If you require the replacement urgently, we recommend placing a new order immediately while returning the original item. A refund for the initial order will be processed once the returned item has arrived at our warehouse and passed inspection.

1. If the order has not been shipped, please contact our Customer Service team. We will assist you in canceling your order and issuing a full refund. Refund process typically takes 10–15 business days from the date we receive your cancellation request and may take up to 30 business days, depending on your card issuer. This policy does not apply on discount items during sale season.

2. If the order has already been shipped, we will not be able to assist you in canceling the order.

3. 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. These amounts will be deducted from your merchandise refund. Refund 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.

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:

• Contact us 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.
• Ensure that the item is kept in its original packaging, including all accessories, documentation, manuals, labels, tags, and the purchase invoice.