Refund policy

Returns & Exchanges

Simple, fair & transparent

At Montela, we want you to feel confident and well cared for with your purchase. If an item doesn't fit perfectly or doesn't meet your expectations, we'll work with you to find the right solution.

How returns work

You can request a return or exchange within 30 days of receiving your order.

Please contact our customer service team by email at: support@montela-footwear.com

Once you reach out, we'll provide you with all the information you need for the return process. As soon as your return is received and inspected, your refund will be issued to the original payment method.

Return reasons & conditions

Item doesn't fit (wrong size or color ordered) — You can return or exchange the item. Return shipping costs are covered by the customer.

Changed your mind (item no longer wanted) — You can return or exchange the item. Return shipping costs are covered by the customer.

Package damaged on delivery — If your package arrives damaged, we'll send you a replacement item free of charge.

In these cases, please contact us promptly at support@montela-footwear.com and, if possible, include clear photos so we can assess the situation.

Alternative solutions

In certain cases, after individual review, our customer service team may offer a goodwill solution without requiring a return.

How to send your order back

1. Contact us — Please reach out within 30 days of receiving your order at support@montela-footwear.com, including your order number and the reason for the return. The return address and all further instructions will be provided after contacting our customer service team.
2. Review & return address — Our team will review your request and confirm whether the return is accepted. You'll then receive the correct return address.

Note: If no return is shipped within 30 days of confirmation, the return will be automatically canceled.

1. Prepare your return — Please pack the items carefully in the original packaging, including all accessories and contents.
2. Ship your return — Send the package to the return address provided and share the tracking number with us afterward.
3. Refund — Once your return is received and inspected, your refund will be issued within 5 business days to the original payment method.

Important notes

Returned items should be:

• unworn
• undamaged
• and, if possible, in the original packaging

Unless otherwise stated, the customer is responsible for return shipping costs.

Our promise

Our customer service team works personally, fairly, and with a focus on finding the right solution. We take the time to understand your concern and work with you to find the best path forward.

Return address

Please contact our customer service team before sending any return. The return address is:

Room 308, Building 1, No. 26 Kangzheng Road, Gongshu District, Hangzhou City, Zhejiang Province, China

Returns sent without prior authorization unfortunately cannot be processed.