FAQ
FREQUENTLY ASKED QUESTIONS
Find answers to the most common questions about shopping at Montvael. If you do not find what you are looking for, feel free to contact us at contact@montvael.com or call us at +1 (646) 405-3881. We are happy to help.
ORDERS
How do I place an order?
Simply browse our store, add the items you want to your cart and proceed to checkout. Follow the steps to enter your shipping and payment information, then confirm your order. You will receive an order confirmation email as soon as your purchase is complete.
Can I modify or cancel my order after placing it?
If you need to modify or cancel your order, please contact us as soon as possible at contact@montvael.com or call +1 (646) 405-3881. We will do our best to accommodate your request before the order is processed and dispatched. Once an order has been shipped, we are unable to modify or cancel it. In that case, please wait for delivery and initiate a return.
How will I know my order has been confirmed?
After placing your order, you will receive an order confirmation email at the address provided during checkout. This email serves as your receipt and proof of purchase. Please keep it safe as you may need it if you contact us about your order.
SHIPPING AND DELIVERY
How long does it take to process my order?
All orders are processed within 1 to 2 days after payment confirmation. We process orders 7 days a week, including weekends and public holidays.
How long does delivery take?
After your order has been processed and dispatched, estimated delivery takes between 7 and 10 business days. Please note that these are estimates and actual delivery times may vary depending on your location, carrier availability and customs processing.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery address and the weight of your order. The exact amount will be clearly displayed before you complete your purchase. There are no hidden shipping fees.
Will I receive a tracking number?
Yes. Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package in real time. Please allow up to 24 hours after receiving this email for tracking information to become active.
Do you ship internationally?
Yes, we ship to most countries worldwide. If your country is not available at checkout, please contact us at contact@montvael.com and we will do our best to assist you.
Are there any customs fees or import duties?
Montvael is not responsible for any customs fees, import duties or taxes that may be applied by your country upon the arrival of your order. These charges, if applicable, are the sole responsibility of the recipient. We recommend contacting your local customs office for more information before placing your order if you have concerns.
RETURNS AND REFUNDS
What is your return policy?
We offer a 30-day return policy. You have 30 calendar days from the date you receive your order to request a return. To be eligible, the item must be unworn, unused, with all original tags attached and in its original packaging. Proof of purchase is required.
How do I start a return?
To initiate a return, contact us at contact@montvael.com or call +1 (646) 405-3881 with your order number, the item you wish to return and the reason for the return. Our team will respond within 1 to 2 business days with instructions. Please do not send items back without receiving prior authorization from us.
Who pays for return shipping?
We do. Return shipping is free for all customers. Once your return is approved, we will provide you with a prepaid return shipping label at no cost to you, regardless of the reason for the return.
Are there items that cannot be returned?
Yes. The following items are not eligible for return: perishable goods, custom or personalized products, personal care and hygiene items, hazardous materials, digital products, gift cards, and items purchased during final sale promotions. If you are unsure whether your item is eligible, please contact us before sending it back.
My item arrived damaged or incorrect. What should I do?
Please inspect your order upon receipt. If your item arrives damaged, defective or incorrect, contact us within 7 days of delivery at contact@montvael.com with your order number and clear photographs of the issue. We will cover all return shipping costs and offer you a full replacement, a full refund or store credit at your preference.
When will I receive my refund?
Once we receive and inspect your returned item, we will notify you within 2 business days. If your return is approved, your refund will be processed to your original payment method within 10 business days. Depending on your bank or card issuer, additional processing time may be required before the refund appears on your statement. If 15 business days have passed since your refund was approved and you have not received it, please contact us immediately.
Do you offer exchanges?
We do not offer direct exchanges at this time. The fastest way to get a different item is to return the original and place a new order once the return is accepted. Our team is happy to help you find the right product before you reorder.
PAYMENTS
What payment methods do you accept?
We accept all major payment methods available at checkout, including credit and debit cards. All payments are processed securely. We will never store your full payment details on our servers.
Are there any hidden fees?
No. The total amount you will be charged is clearly displayed at checkout before you confirm your purchase. This includes the product price, shipping cost and any applicable taxes. There are no hidden fees or surprise charges after your order is placed.
Is it safe to enter my payment information on your website?
Yes. Our store is powered by Shopify, which uses industry-standard SSL encryption to protect your payment and personal information during every transaction. Your security is our priority.
PRODUCTS
Are your product descriptions accurate?
Yes. We make every effort to ensure that all product descriptions, images and specifications on our store are accurate and truthful. Please note that colors may appear slightly different on screen depending on your device settings. If you have any questions about a specific product before purchasing, contact us and we will be glad to help.
CONTACT AND SUPPORT
How can I contact Montvael?
You can reach us through any of the following channels:
Email: contact@montvael.com
Phone: +1 (646) 405-3881
Address: 15442 Ventura Blvd, STE 201-1510, Sherman Oaks, CA 91403, United States
We aim to respond to all inquiries within 1 business day.
What are your customer support hours?
Our support team is available 7 days a week, including weekends and public holidays. We aim to respond to all inquiries within 1 business day.
Last updated: May 2025