Frequently Asked Questions

Yes, you have 15 minutes after an order is placed to update the following:

• Contact and shipping information: You can  update the shipping address, email address, and phone number associated with the order.
• Products and quantities: You can add or remove products, and you can adjust the quantity of existing items.
• Discounts: Some systems allow you to apply, adjust, or remove discounts on specific line items or the entire order.
• Shipping fees: You can change the shipping method in your order.

* Please note: The cut off time in which you can change your order to next day delivery is 9:45pm Mon-Fri and 3:45pm on Sunday.

After you have placed your order, you will receive the following E-mail messages:

Order confirmation: This confirms we have received your requested order. You should receive this confirmation within minutes of placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, we will contact you and provide you a refund for the incomplete/cancelled order.

Shipping confirmation: This is sent once your order has been dispatched from our warehouse. You will receive a tracking number(s) that will enable you to follow your order from our warehouse.

Order return and refund: Once we've received your returned order at our warehouse, we'll perform any necessary inspections. You will receive an email to confirm whether your return matches all requirements, at that point we'll issue a refund or exchange for the item(s).

When you're ready to purchase, proceed to the checkout and click "Show order summary". A drop down will appear with a space to enter your promo code. Please ensure you enter your promo code exactly as it appears. Be sure to avoid extra spaces before or after the code, which sometimes happens if you copy and paste it from an email or other electronic communication.

United Kingdom

EVRi Standard Delivery (3–5 working days) – £3.99

Evri Next Working Day Delivery (Monday-Friday, order by 10pm & Sunday 4pm) - £4.99

Free Standard Delivery on all orders over £50

Please note: Next Working Day Delivery is unavailable in Northern Ireland and the Isle of Man.

Republic of Ireland

UPS Standard (5-7 Working Days) – €3.99

Free Standard Delivery on all orders over €70

Isle of Man 

EVRi Standard Delivery (3–5 working days) - £6.99

Free Standard Delivery on all orders over £70

France

UPS Standard (5-7 working days) – €4.99

Free Standard Delivery on all orders over €90

Netherlands

UPS Standard (5-7 working days) – €4.99

Free Standard Delivery on all orders over €70

Sweden

UPS Standard (5-7 working days) – 120 kr

Free Standard Delivery on all orders over 2,000 kr

Denmark

UPS Standard (5-7 working days) – 75 kr

Free Standard Delivery on all orders over 1,300 kr

Finland

UPS Standard (5-7 working days) – €9.99

Free Standard Delivery on all orders over €90

Belgium

UPS Standard (5-7 working days) – €7.99

Free Standard Delivery on all orders over €90

Italy

UPS Standard (5-7 working days) – €7.99

Free Standard Delivery on all orders over €90

Spain

UPS Standard (5-7 working days) – €7.99

Free Standard Delivery on all orders over €90

Portugal

UPS Standard (5-7 working days) – €7.99

Free Standard Delivery on all orders over €90

Poland

UPS Standard (5-7 working days) – 35 zł

Free Standard Delivery on all orders over 320 zł

Singapore 

UPS Standard (5-7 working days) – $30

Free Standard Delivery on all orders over $290

We currently deliver to the UK, Republic of Ireland, Netherlands, France, Sweden, Denmark, Finland, Belgium, Italy, Spain, Portugal, Poland, Germany, Austria, Singapore and Isle of Man.

However, we are working on shipping to other international locations.

Once an order is placed, we are unable to make any changes. Please ensure the correct delivery address is entered upon placing the order. 

This will depend on the delivery method you have chosen when placing your order. Once we have accepted your order, you will receive an email notification confirming your order details.

Once your order is dispatched, you will receive a notification from us containing your tracking number. This can be used on the relevant courier’s tracking app/website to track your parcel. Alternatively, you can track your order via the "Your Orders" page on your Montirex account.

In the unlikely event you have not got your parcel, please contact our customer service team on info@montirex.com. We will initially try to assist you in establishing the location of your parcel. If this is unsuccessful, we will raise an investigation with the courier.

We accept Mastercard, Mastercard Debit, Visa, Visa Electron, Visa Debit, PayPal, Klarna, Clearpay, Apple Pay and Google Pay.

We will debit the total value of your order at the time of purchase. We will not accept the order or supply the goods to you until we have received full payment. 

We’re extending free 30-day returns policy for customers purchasing gifts in the lead-up to Christmas. Orders placed between 31st October 2025 and 13th December 2025 can be returned for free up until 14th January 2026 under our extended returns policy. Our usual 30-day returns policy will resume from 15th December 2025.

Your refund will be processed as soon as the item(s) you have returned are inspected by our quality assurance team. Once the return has been approved, it can take up to 14 working days from us receiving your parcel. Please note: the time for a payment services provider to refund you can vary depending upon the provider.

Please contact our customer service team at info@montirex.com as soon as possible with the below information and a member of our team will assist you.

• Order number
• Item name
• Delivery address and postcode
• Photos to show - the full item and the damage or fault on the item. Please ensure all photos are clear. 

Please note: we can only deal with items purchased from our online store. For items purchased through third parties you will need to contact their customer service team.