SHIPPING
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
RETURNS
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of montrella (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://montrella.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Arrived quickly. They're cute, they fit well. I had ordered the Shoes with thick inner lining, but still got the one with thin lining. So certainly not warm enough for the winter. They're pretty for the rest.
Just like in the picture
Beautiful boot, repeated order every year invites to another extent available
Beautiful
The shoe is beautiful, but the measure is very small I took 2 more dimensions and still a little shoe for the girl
Really beautiful, in my opinion is not so comfortable but the girl is very happy to lock the leaves so maybe it is really comfortable and comfortable look uncomfortable. It seems to me a little bigger than the usual scale
Canon! Very nice and very light
Excellent, very good price-quality ratio. As the description. The appropriate size to the table.
Well reçu
Amazing lock .. it's very fast... a good and good measure ..
The boots are very beautiful, soft, with a thick toe and elastic sole. The size is the same as the table. well packed in air bubble film. The quality is excellent, I will also order winter with fur in a different color.
In photos you can't see but in people they are beautiful of very good quality and above all very beautiful they shine a lot
Quality very good, they are beautiful. Size according to the table. Very fast shipping-to pl in 5 days
Perfect and quality Order in all colors
It's perfect.
It came from a little big learning 21 in the country half more
Shoes!!!!!
The boots are very nice but they sent me a smaller size and they didn't fit me, I asked for the return and if they did. Thank you to the seller for your prompt reply.
superb
Super!! beautiful and high quality
Beautiful shoes fast delivery
The super cool boots to my daughter l have encsnado
Perfect
ok
Perfect! My baby is 3 years old and is size 25 in chili, I ordered the size 28 boots by giving me the reviews of other buyers, they fit her size. They arrived in very good condition, in another review they read that someone was crushed and wrinkled, mine arrived in excellent condition, they look good quality and the sole is thick. Said they arrived from 17 to 25 and Arrived Today 16.