Frequently Asked Questions

We're here to help. If you need any further support you can contact our customer service team here.

Orders

Unfortunately, we are unable to amend or cancel orders once they are placed and a payment has been processed. This includes:

  • Change the item or size
  • Adding or removing items
  • The shipping method
  • Delivery/billing address

 You may be able to amend your address by contacting your chosen delivery courier.

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.

Delivery

United Kingdom:

EVRi Standard Delivery (3-5 Working Days) - £3.99

EVRi Next Day Delivery (Order by 12PM Midday. Monday - Friday Only.) - £4.99

Free Standard Delivery on All Orders Over £70

Republic of Ireland:

EVRi Standard Delivery (3-6 Working Days) - €5

DPD Premium Delivery (1-2 Working Days) - €9.99

Free Standard Delivery on All Orders Over €70

USA:

DHL Premium Delivery with Signature Release (1-3 Working Days) - $10

Free Delivery on All Orders Over $200

During sale periods, orders may take longer to process. Products may also be delivered in separate shipments.

United Kingdom: 

We use EVRi for our UK delivery service.

EVRi Standard Delivery (3-5 Working Days) - £3.99 

EVRi Next Working Day Delivery (Order by 1PM. Monday - Friday Only) - £4.99

Republic of Ireland, France and Netherlands:

Fedex (3-4 Working Days) - €4.99

USA:

DHL Premium Delivery with Signature Release (1-3 Working Days) - $9.99

Import Duty:

When shopping with Montirex, you will not be charged any customs fees.

We will cover the fees on all orders.

We currently deliver to the UK, USA, Republic of Ireland Netherlands and France.

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 be subject to the shipping method you have chosen. You will receive an email notification to confirm your order has been dispatched with a tracking number.

Once your order is dispatched, you will receive a notification containing your tracking number. This can be used on the couriers tracking app/website to track your parcel. Alternatively, you can track your order order through your account via "Your Orders". 

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 finding the location of your parcel and if this is unsuccessful, we will raise an investigation with the courier.

Payment

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. 

Returns

We allow you to return your items for free within 30 days from receipt of your goods. Returns must be unworn with tags attached and in the original packaging. For more information please see our Returns Policy.

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.

We provide free returns on all orders. You will receive a barcode label via email once your return is logged on our returns portal.

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.

STUDENT & EMERGENCY SERVICE DISCOUNT

Students & Emergency Service workers get 15% off