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 was so cute. It was just too small for my son. Should have sized up.
Beautiful super fast shipping thanks seller I recommend it
i was glad to get this mini mouse out fit the first one i ordered i got a lion king out fit and i wasnt happy about it
So cute. Perfect size
Thin
It looks just like the picture and is cute. Looked as expected other than a little thin for material, but I do like it. Will give as a Christmas gift.
very beautiful
very Nice stuf,very Nice design,i love it very very much thank you very much.
very cute outfit.
Is beautiful! Although the pants a little transparent. I recommend not putting it in the dryer because it shrunk a bit. It's very nice
Good quality, correct size, and arrived early
Very beautiful, the girl has loved it, it fits perfectly to the body and it is as described
My charm was beautiful to my bb
Precious and economical, excellent quality
Great
The quality of product is very good. It is faithful to the image the fabric is very beautiful very good material I love because they are super practical and the sizes are perfect for different activities. Easy to use I highly recommend this beautiful my charm the quality of the fabric is not transparent and it is fresh the size matches well is true to the image well as the one of the Photo me Charm😘😘
It is very cute this little game, the sweatshirt comes of very good quality and is very cute for girls as the hood brings the ears like minnie
Nice really seems good quality I would ask for it again
The training suit is beautiful good quality took a long time to arrive
The parcel arrived very quickly. Crutch
Super cute set, the fabric is a bit synthetic. Size corresponds
A really cute outfit. Looks quality. I haven't even dressed him, but I covered him and he's great bass! Pants a little long.
They sent me the wrong item and did not want to refund🚨❌ I didn't ask for Green😭I wanted the pink
It's beautiful, my baby was very cute… I ordered it size 3 but it's a little smaller
Order one size more