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.
It is very beautiful, it is identical to the image, it is a wide backpack and it looks very well made. I recommend the seller
Perfect backpack, in size, details, I'm passionate! Arrived extremely fast in Brazil, I bought in 01/11/24 and arrived in 08/01/24… very happy!!
Very nice practical and very useful backpack
nice
Duge Garnet backpack. All the yak in the pictures of the deputy. For the rest (2 times) (the goods come without a tablet for the painting)
Excellent Product, I loved it.
It looks robust, well made, soft, good product for kids.
Love this excellent product
Beautiful backpack , child is delighted
Very beautiful. It's super worth it. The material is very good. Very cute and the colors are beautiful.
Too beautiful! I bought it for my first cousin. Very cute😍Now I'm gonna buy my niece and goddaughter😙
Garnoyobosti backpack, unmama scent, all stitched
The cool backpack arrived quickly, the child likes it very much
Very beautiful, my baby loves it so much that I sleep talking to him and hugging him
I recommend it
Kolir yaskrawiy. The symmetry is destroyed. Duge a m'yakka backpack and a day for a dot. Zotyubka good.
Very beautiful kids bag! Good quality, soft and nice! my daughter loves it and we are very satisfied! 10/10
Arrived very quickly. My daughter loves it. Very soft. Happy
soft, you can fit change of clothes and dipers in it, perfect for small kids
Excellent workmanship
Very good quality and very soft, my girl likes its bag very much. I recommend.
Top product. After the customization, the little one summer delighted with the superb product. I recommend without a doubt.
Very nice surprised the product at the top for the price I find super nice
The product is exactly as described.
All good