Frequently Asked Questions

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

Can I change or cancel my order?

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 courier delivery.

What type of emails will I receive about my order?

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. Your will receive a tracking number(s) that will enable you to follow your order from our warehouse to your destination.

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).

How do I enter a promo code for an online purchase?

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 promotion code exactly as it appears. Be sure to avoid extra spaces before or after the promotion code, which sometimes happens if you copy and paste it from an email or other electronic communication.

How many days will it take to receive my order?

Deliveries will be made during normal business hours, Monday through Saturday, excluding Sundays and bank holidays.

Next working day delivery (Order by 12PM Midday. Monday - Friday Only).

Standard delivery is 3-5 working days.

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

Which carrier service do you use?

We use EVRi and DPD. All of our services are highlighted below.

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

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

DPD Next Working Day Delivery (Order by 12PM Midday. Monday - Friday Only) - £6.99

Free Standard Delivery on All Orders Over £99

Which countries do you deliver to?

We currently only ship to the UK. 

However, we are working on international shipping. 

Can I change the shipping address once I have placed my order?

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

When will I receive my parcel?

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.

How can I track my parcel?

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. 

My parcel says delivered but I don't have it. What should I do?

In the unlikely event you have not got your parcel, please contact our customer service team on 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. If this is not resolved within 8 working days, we will either send you a replacement or issue you a full refund.

What payment methods does Montirex online store accept?

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

When will I be charged?

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. 

What is your returns policy?

We allow you to return your items within 30 days from receipt of your goods. Returns must be unworn with tags attached and in the original packaging. Returns must be sent back using Royal Mail, we will not accept any other couriers. For more information please see our Returns Policy.

When will I receive my refund?

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 days. Please note: the time for a payment services provider to refund you can vary depending upon the provider.

Will you credit back my shipping costs if I return my order?

Unfortunately, all returns are payable by the customer. However, if you receive an incorrect or defected item, these will be refunded. 

What do I do if my item(s) is damaged or faulty?

Please contact our customer service team at 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 and emergency service discount

Students & Emergency Service workers get 15% off