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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:
You may be able to amend your address by contacting your chosen courier delivery.
What type of emails will I receive about my order?
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?
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 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. 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?
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?
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 info@montirex.com as soon as possible with the below information and a member of our team will assist you.
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.
