Refund policy
Return & Refund Policy
Last Updated: November 1, 2026
At Montvero, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return or exchange within 30 days of receiving your order, subject to the conditions outlined below.
30-Day Return Policy
You have 30 calendar days from the date your order is delivered to request a return or exchange.
To be eligible for a return, your item must:
- Be in substantially the same condition in which it was received;
- Be unused and unworn, except as reasonably necessary to inspect or try the product;
- Include the original packaging and accessories, where applicable;
- Show no signs of damage caused after delivery.
Proof of purchase or your order number may be required in order to process your request.
Your Right to Cancel (UK)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it, without giving a reason. Our 30-day return window extends this right.
If you return an item because you changed your mind, the cost of return delivery is paid by you; if the item is faulty or incorrect, we cover it.
Refunds for cancelled orders are issued within 14 days of us receiving the item back, or of you providing proof that it has been sent, whichever is earlier.
How to Request a Return
To request a return or exchange, please contact our customer support team at:
Email: support@usemontvero.com
Please include your order number and the email address used to place the order.
Do not send any product back before contacting us and receiving return authorization.
Once your return request has been reviewed and approved, our customer support team will provide you with the appropriate return instructions and return destination.
Please do not return your order to the address shown on the original shipping parcel unless specifically instructed to do so by Montvero.
Unauthorized returns may not be accepted, processed, or refunded.
Black Friday Orders
Products purchased during our Black Friday promotion remain eligible for our standard 30-day return and exchange policy, unless otherwise clearly stated on the product page or at checkout.
Our Final Collection will not be made again once sold out, so exchanges depend on the availability of the requested product, color, or style.
Purchasing a product at a promotional or discounted price does not remove any mandatory consumer rights that may apply in your country or region.
Exchanges
If you would like to exchange your item, please contact us within 30 days of delivery.
Exchanges are subject to product availability. Because our current collection is our Final Collection and designs will not be made again once sold out, we cannot guarantee that the same product, color, or style will remain available when your exchange request is processed.
If your requested replacement is unavailable, our customer support team may offer an alternative product, store credit, refund, or another appropriate solution.
Change-of-Mind Returns
If you choose to return a product because of personal preference, change of mind, style preference, or another reason unrelated to a product defect or fulfillment error, you will generally be responsible for the cost of returning the item.
Any original shipping charges paid by the customer are generally non-refundable unless required otherwise by applicable consumer law.
Customers are responsible for securely packaging the returned product and following the return instructions provided by our customer support team.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as possible after delivery.
If your item arrives damaged, defective, or different from the product you ordered, please contact us at support@usemontvero.com as soon as possible.
Please include:
- Your order number;
- A brief description of the issue;
- Clear photos or videos showing the product and the reported issue, where appropriate.
Once your claim has been reviewed, Montvero may provide a replacement, refund, store credit, or another appropriate solution depending on the circumstances.
If the item is confirmed to be defective, damaged upon arrival, or incorrectly fulfilled by us, Montvero will cover reasonable return or replacement shipping costs where applicable.
Free Gifts
Orders that include eligible products come with complimentary gifts, added to your cart automatically at no charge:
- With bags, belts, and wallets: a cosmetic pouch and a dust bag;
- With mini bags and sets: a surprise gift.
Each gift is limited to one per order. Free gifts have no cash value and cannot be exchanged for cash or other products. If a gift becomes unavailable, we may replace it with an item of similar or greater value.
If you return your order for a refund, you do not need to send the free gifts back.
Refunds
Once your returned item has been received and inspected, we will notify you regarding the status of your refund.
If approved, your refund will normally be issued to the original payment method used to place the order.
Please note that after Montvero issues a refund, additional processing time may be required by your bank, credit card issuer, or payment provider before the funds appear in your account.
These processing times are determined by the financial institution and are outside Montvero's direct control.
Order Cancellations
Orders begin processing shortly after they are placed.
If you wish to cancel your order, please contact us within 2 hours of placing your order at:
support@usemontvero.com
We will make reasonable efforts to process your cancellation request. However, cancellation cannot be guaranteed once the order has entered the fulfillment process.
Address Changes
Customers are responsible for providing a complete and accurate delivery address during checkout.
Address correction requests must be submitted within 2 hours of placing the order.
Please contact support@usemontvero.com immediately if you notice an error in your delivery information.
We will make reasonable efforts to update your information, but address changes cannot be guaranteed once fulfillment has begun.
Customs Duties and Import Charges
Depending on the destination, an international order may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by local authorities.
Unless otherwise stated during checkout, these charges are generally the responsibility of the customer and are separate from the amount paid to Montvero.
Fees paid directly to customs authorities, shipping carriers, or other third parties are generally not refundable by Montvero.
Delivery Issues
If your order appears to be significantly delayed, lost in transit, or shows an unexpected tracking status, please contact our customer support team.
We will review the available tracking information and work with our logistics partners to determine the appropriate next steps.
Mandatory Consumer Rights
Montvero serves customers in the United Kingdom.
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any mandatory consumer rights that apply under the laws of the customer's country or region.
If applicable local consumer law provides greater protection than the terms stated in this policy, the mandatory legal requirements will prevail.
Contact Us
For questions regarding returns, refunds, exchanges, damaged products, cancellations, or order issues, please contact:
Montvero Customer Support
Email: support@usemontvero.com
Website: https://usemontvero.com/
Typical response time: 24–48 business hours.
