Returns & Exchanges

Simple, fair & transparent

At Montela, it is important to us that you feel confident and well looked after in your decision.
If an item does not fit perfectly or does not meet your expectations, we will work with you to find a suitable solution.

How returns work

You can register your return or exchange with us within 14 days of receiving your order.

To do so, please contact our customer service team by email at:
support@montela-footwear.com 

After contacting us, you will receive all further information about the process.

Once we have received and inspected your return, the refund will be issued via the original payment method.

Reasons for returns & conditions

Item does not fit (incorrect size or color ordered)
You can return or exchange the item.
The customer bears the return shipping costs.

Changed my mind (item no longer wanted)
You can return or exchange the item.
The customer bears the return shipping costs.

Package damaged upon delivery
If your package arrives damaged, we will send you a replacement item free of charge.

In these cases, please contact us promptly by email at
support@montela-footwear.com and, if possible, attach meaningful photos to help us assess the situation.

Alternative solutions

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

How to return your order

1. Contacting us
Please contact us within 14 days of receiving your order by email at
support@montela-footwear.com and include your order number and the reason for the return.

You will receive the exact return address and all further instructions after contacting our customer service.

2. Review & Return Address
Our customer service will review your request and confirm whether the return will be accepted.
You will then receive the correct return address.

Note: If no return is made within 14 days of confirmation, the return will be automatically canceled.

3. Prepare the return
Please carefully pack the items in the original packaging, including all accessories and contents.

4. Ship the return
Send the package to the specified return address and then provide us with the shipment number (tracking number).

5. Refund
Once we have received and inspected your return, the refund will be issued within 5 days via the original payment method.

Important information

The returned items should be:

  • unworn

  • undamaged

  • and – if possible – be in the original packaging

Unless otherwise stated, the customer bears the return shipping costs.

Your statutory right of withdrawal remains unaffected.

Our promise

Our customer service is personal, fair, and solution-oriented.
We take the time to understand your concern and work with you to find a suitable solution.