Customer Support

ACCOUNT

How can I create an account?

Creating an account only takes two minutes and has many benefits: You can check out faster, keep more than one address, track orders, save your payment information and more. To register go to login, click on CREATE ACCOUNT and fill in your contact information.

What if I don’t remember my password?

In case you do not remember your password you can go to RESET PASSWORD. We will send you an e-mail to recover your password.

How can I change/cancel my account?

To cancel you account or to change the e-mail connected to your account please contact our customer service who will be happy to assist you.
NEWSLETTER

How can I subscribe to the newsletter?

If you want to be up to date about what happens in Montura such as new launches, events and sales you can subscribe to our newsletter.

How do a receive the newsletter discount?

If you subscribe to the newsletter, you receive a 10% discount code. We will send the code to you via e-mail after your subscription has been confirmed. The discount can be used at the checkout once (not necessarily on the first order) and is valid for one year on all full-price products.

How can I unsubscribe from the newsletter?

You can unsubscribe from our Newsletter at any time, just go to the bottom of an e-mail you received and click on 'unsubscribe from the list'.
PRODUCT

How can I determine my size?

To choose your size more accurately, please compare your measurements with our size chart. The SIZE GUIDE is available on each product page.

Can I pre-order or reserve a product?

Unfortunately, it is not possible to pre-order or reserve items on our website. However, if you are interested in an item but your size is sold out, please select the "Notify me" option, if available, and we will send you an e-mail when the item is available again. If you urgently need it, please contact your nearest Montura Store by searching for it in our STORE LOCATOR

What materials are the products made of?

You can find all information about the composition of the product on each product page. Scroll down to 'MATERIALS' for details. If you still have questions our doubts, contact our Customer Service who will be happy to assist you.

Do you offer a repair service?

For a repair of a product purchased in one of our shops or from a retailer, please contact the shop where you made the purchase. The staff will make an initial assessment of the problem and repair it if necessary.

In the case of garments ordered online or if it is not possible to go to the original shop, you can find the nearest Montura Store under STORE LOCATOR. Our staff will make an initial assessment of the problem and possible repair.
PAYMENT

What are the payment methods available?

We offer the following payment methods on our website:

CREDIT CARD: We accept all major credit cards. Your credit card account will be debited when the order is confirmed. 

PAYPAL: Once you have successfully placed your order, you will be taken directly to the PayPal website to finalise your payment.

SCALAPAY: Scalapay allows you to pay in 3 monthly instalments and receive products immediately. The service has no additional costs for the customer if the instalments are paid by the due date. The first instalment will be paid immediately upon purchase. Subsequent instalments will be debited automatically monthly.

• First instalment: At the time of purchase
• Second instalment: 1 month from the day of purchase
• Third instalment: 2 months from the day of purchase

APPLEPAY: During checkout log in with your Applepay account and follow the indicated steps to confirm the payment

GOOGLEPAY: During checkout log in with your Googlepay account and follow the indicated steps to confirm the payment

*** With all our payment methods your data is safely transmitted in encrypted form.

What if my payment is not successful?

In case of payment errors during the checkout, we can give you the following suggestions:

• Clean your browser history (cache and cookies)

• Try placing your order from a different device (PC or Tablet)

• Try a different payment method

If the problem is persisting, please contact our customer service who will be happy to assist you.
ORDER

How do I know if my order has been successful?

If your order is successful, you will be redirected to our order confirmation page and we will send you a confirmation by e-mail. Please also remember to check your spam folder.

If you did not receive an order confirmation and want to know if your order has been successful, please contact our customer service who will be happy to assist you.

How can I cancel/change my order?

Please note that you have the option of cancelling or modifying your order directly from your account within 30 minutes after it has been confirmed. If you have placed your order as a guest, you can cancel or modify it within 30 minutes in the section TRACK MY ORDER after inserting your order details.

Given our fast processing times, we cannot cancel or modify your order 30 minutes after it has been placed.

How can I change my shipping address?

Please note that you have the option of modifying your shipment information directly from your account within 30 minutes after it has been confirmed. If you have placed your order as a guest, you can modify it within 30 minutes in the section after inserting your order details.

After this time, we cannot modify the shipment information you confirmed when placing your order because it has already been transmitted to the carrier. Once your order has been shipped from our warehouse, you will receive an e-mail with tracking information. You can then contact the courier company in charge to provide further information for the delivery of your parcel. If any difficulties occur, please contact our customer service who will be happy to assist you.
DELIVERY

How can i track my oder?

Once your order has been shipped from our warehouse, you will receive an e-mail with the tracking information. Follow the link to track your order as it arrives or go to the TRACK MY ORDER section of our website.

Please note that the tracking link will activate within 24 hours after the order has been handed over to the courier.

What are the standard shipping and delivery times for my parcel?

All our products are prepared and shipped from our central warehouse in the province of Verona, Italy: This ensures maximum stock availability and the most efficient service for our customers. Orders are packed and shipped within 1-2 working days (working days: Monday to Friday, excluding public holidays). Average transit times may vary depending on the country of destination:

2-3 working days for shipments to: Austria, Belgium, Croatia, France Germany, Italy, Luxembourg, Netherlands and Spain

4-6 working days for shipments to: Estonia, Finland, Greece, Ireland, Latvia, Lituania, Portugal, Slovakia, Slvoenia and Switzerland

*Please note that weather conditions, public holidays, peak shipping seasons (Black Friday, Christmas, Sales) and incorrect delivery information may delay the shipment of your order.

What are the shipping costs for my order?

Shipping costs, unless otherwise indicated, are added to the total cost of the order and will be specified during the check-out procedure, before the purchase process is completed. The costs are calculated automatically based on geographical area of the delivery:

Italy 5 € with free shipping above 100 €

Rest of EU 8 € with free shipping above 150 €

Switzerland 15 CHF with free shipping 200 CHF
RETURN

Can I exchange my article?

You cannot exchange an item, if the size or colour is not what you ordered or does not satisfy your expectations, follow the steps of the return procedure to receive a refund and place a new order.

How can I return an article?

In order to request a return, go to RETURN AN ITEM and follow the steps to complete your request.

In case of defective, non-conforming or erroneous articles please attach pictures for proof, our customer service will contact you to organize a free pick-up of the return.

For all returns due to reconsideration, the shipment to our warehouse is in charge of the customer and costs depend on the chosen carrier. After we accept your return request, you will receive a confirmation e-mail with shipping labels and instructions. You will then need to contact a courier of your choice whom you will entrust with the return. We recommend a tracked shipment and that you keep the shipping receipt from which you will obtain information to share with our Customer Service if necessary.

Once the return arrives at our warehouse we will refund you for the amount spent on the returned item in the payment method used to pay for the order. Please allow up to 14 days for this process to be completed.

*** To avoid ordering a wrong product/size, we recommend you to carefully read the product page and our size guide.

How do I return an article if I live outside of the EU?

If you wish to return an article from a non-EU country, insert your request as described above and wait for our Customer Service to contact you to organize a pick-up.

How much time do I have to return an article?

You have 14 days after the delivery of your parcel to insert a return request. After your return has been accepted and you received your shipping labels, there is no set time limit on when it must be shipped. In any case we recommend that returns for fit or colour reasons be made promptly and that items be returned in new condition with the labels attached.