How do I return or exchange an item?
We really want you to love Montelle and how you feel in our products. If you need help on fit advice or would like to exchange an item, please contact us at email@example.com or call 1-866-278-3739 x275 and our delightful Customer Service team will do whatever it takes to make you happy.
If for some reason your purchase doesn’t suit you, you may return unworn, unwashed merchandise with ALL TAGS ATTACHED, within 30 days of purchase for merchandise credit. Please note that all panties are final sale for hygiene reasons.
Here's the quickest, easiest way to process your return:
1) Email us at firstname.lastname@example.org with your order number and reason for return.
2) We will review you request and provide you with a Return Merchandise Authorization (RMA) number. Orders returned without an RMA number will be refused and will be returned back to you. Please include the original receipt or packing slip and write the RMA number on it as well as the outside of the package.
3) Send your order back to the following address:
Return address (US orders)Montelle Intimates
641 Ridge Road, Bldg #5
Chazy, NY 12921
Please allow 2-3 weeks for us to receive and process your return.
Return address (Canadian orders)
9250 avenue du Parc, Suite 550
Special notes on returns
Due to health and safety concerns, intimate garments containing a crotch or gusset cannot be returned. All panties are final sale.
When you receive merchandise, we ask that you not wear perfume or deodorant when trying on your purchase as scents or marks can be left, which will make the item non-returnable.
Any item that appears washed, worn or smells of smoke or perfumes can not be returned, and we reserve the right to refuse these returns.
Items must be packaged to protect their shape, and we suggest insured mail, so that you have a tracking number. We reserve the right to refuse the return if the product is damaged due to improper packaging.
Cost of the return is at your expense and is non-refundable, unless we’ve made an error or the item is defective.
Any returned times that do not meet our standard will be returned to you, if desired, at your expense.
Any Sale items may be returned or exchanged according to the guidelines above, unless noted as Final Sale or Clearance.
How long will it take for my return to be processed?
Once received, returns will take up to 10 business days to process (excluding weekends and holidays).
If I want to return the item, will I receive free shipping?
If you received free shipping on your original purchase you will not be entitled to free shipping on an exchange or return. You will be charged the standard ground shipping rate.
What if my order is wrong or the merchandise is defective?
Montelle Intimates takes pride and care in the products we sell and we inspect all orders before they are shipped. In the unlikely event that a mistake is made or the merchandise is defective, please email email@example.com immediately. We will reimburse you for the standard cost of returning the item(s) to us, and we will not charge you for the shipping costs of the replacement merchandise.
Defects must be identified within 14 days of receipt and manufacturer's warranty is usually voided if care instructions were not properly followed.