Frequently Asked Questions

How long does delivery of my order take?

When you order from Montela, the delivery time may differ from what you are used to.

Your order is carefully inspected and then shipped.
This allows us to offer highly competitive prices.
The average delivery time is 6 to 9 business days (Monday to Friday, excluding public holidays).

What should I do if I have not received my order yet?

Due to the high demand for our products, delays may occasionally occur. We appreciate your understanding.
If the delivery period has passed and you have not yet received your order, please send an email to support@montela-footwear.com.
We will then check the status of your package and assist you.

I would like to exchange/return my order – how does it work?

Please contact our customer service team at support@montela-footwear.com.
Please include your name, your order number (e.g. #0000) from the order confirmation, and the reason for the return.
We will then send you the return address and all further instructions.
Once this is done, you can return the product using a shipping service of your choice.

Who pays the return shipping costs?

You are responsible for the return shipping costs.
The exact cost depends on the shipping service you choose.
Please check the respective website for current prices.

What conditions apply to returns?

You have a 14-day right of return starting from the day you received your order.
The following conditions must be met for a return:

  • The return period has not yet expired

  • The product is in its original packaging with undamaged tags

  • The product has not been used

Which payment methods are accepted?

We accept the following payment methods:

  • PayPal

  • Credit card (Visa, Mastercard, American Express)

  • Klarna (invoice / installment payment, if available)

  • Instant bank transfer / Pay by Bank (depending on the country)

  • SEPA direct debit (if available)

At checkout, you will automatically see all payment methods available for your order.

All payments are processed through certified and secure payment providers. Your data is processed in encrypted form and treated confidentially.

I have not received an order confirmation by email – what should I do?

This should not happen, but it may occur in individual cases.
In this case, please send an email to support@montela-footwear.com with your full name and email address.
We will assist you as quickly as possible.

Can I cancel my order?

Would you like to cancel your order for any reason?
Then please send an email to support@montela-footwear.com with your name, your order number (e.g. #0000) from the order confirmation, and the reason for the cancellation.