Refund policy

Return & Refund Policy

Last updated: 10.07.2026

1. Return window

You have 30 days from the date you receive your order to request a return. Requests made after 30 days cannot be accepted.

2. Condition requirements

To be eligible for a return, your item must be:

  • Unworn, unused and unwashed
  • With all original tags attached
  • In its original packaging
  • Accompanied by your order number, receipt or proof of purchase

Trying an item on to check the fit is fine. Items returned with signs of wear, odour, stains, makeup, pet hair, missing tags or missing packaging may receive a reduced refund or be rejected and returned to you at your expense.

3. How to start a return

  1. Email support@montleyusa.com with your order number, the item(s) you want to return and the reason. If the item is damaged or defective, attach photos.
  2. We will reply within [2] business days with an approval and return instructions.
  3. Once approved, you have 14 days to ship the item back. Returns received after that window may be refused.

Items sent back to us without an approved return request will not be accepted and cannot be refunded.

Return address (please do not ship anything before your return is approved):


Montley – Returns - Ask support@montleyusa.com

4. Who pays for return shipping

Reason for return Return shipping
Defective, damaged in transit, or wrong item sent We pay — we email you a prepaid label
Change of mind, wrong size, no longer wanted You pay — use your own trackable service, or we can send a label and deduct $5 from your refund
  • Original shipping charges are non-refundable, except when the return is our fault.
  • For international orders, any duties, taxes or customs fees you paid on import are not refundable by us. Depending on your country, you may be able to reclaim them directly from your customs authority.
  • We recommend a trackable shipping service. We cannot issue a refund for a return we never receive.

5. Damages, defects and wrong items

Please inspect your order as soon as it arrives. If an item is defective, damaged or not what you ordered, contact us within 7 days of delivery with photos of the item, the packaging and the packing slip. We will send a replacement or issue a full refund including original shipping — your choice.

This does not limit any statutory warranty rights you may have under the law of your country.

6. Non-returnable items

The following cannot be returned or exchanged:

  • Gift cards
  • Items clearly marked "Final Sale" on the product page
  • Personalised or custom-made items
  • [Intimates and swimwear once the hygiene seal or liner has been removed]
  • [Add any other category that actually applies to your catalogue]

What counts as "Final Sale": only items labelled Final Sale on their product page. Items bought with a general discount code or during a seasonal promotion remain returnable under the normal terms above.

7. Exchanges

The fastest way to get the item you want is to return the original for a refund and place a new order straight away, so you don't risk the size you need selling out.

If you would prefer a direct size exchange on the same product, tell us when you request the return and we will hold the replacement for you where stock allows.

8. European Union and United Kingdom — right of withdrawal

If your order is shipped to the EU or the UK, you have the right to cancel your order within 14 days of receiving it (or of receiving the last item of a multi-item order), for any reason and without justification. This is in addition to the 30-day policy above.

  • Notify us at support@montleyusa.com or use the model withdrawal form: [link]
  • Return the item within 14 days of notifying us
  • We refund within 14 calendar days of receiving the item back, or of receiving proof that you have sent it, whichever comes first
  • You may examine and try on the item as you would in a shop. We may reduce the refund to reflect handling beyond that
  • The exclusions in section 6 relating to sale items do not apply to EU and UK withdrawals
  • Return shipping costs for a withdrawal are borne by the customer 

Your statutory rights regarding faulty or non-conforming goods (including the two-year legal guarantee in the EU) are not affected by this policy.

9. Refunds

We will notify you once we have received and inspected your return, and confirm within [3] business days whether the refund is approved.

Approved refunds are issued to your original payment method:

  • Within 10 business days for orders outside the EU and UK
  • Within 14 calendar days for EU and UK returns, as required by law

Your bank or card issuer may need additional time to post the funds to your account. If more than 15 business days have passed since we approved your refund and you still see nothing, contact us.

10. Contact

Questions about a return or refund: support@montleyusa.com