PURCHASING, SHIPPING AND RETURNS
Which payment forms are accepted?
We accept payment by all major credit and debit cards as well as bank transfer. For order within the UAE we accept cash payment on delivery.
How do I track my order?
Track your orders by logging into your account, where you can view all orders and their current status. Once your order has been shipped, a tracking number will be provided.
How do I return a MONTANO product purchased online?
At MONTANO, we strive to ensure your satisfaction with every purchase. If you are not completely satisfied with your order, we offer a straightforward return policy to make the process as seamless as possible. Please read the following guidelines carefully:
1. Free Returns within 14 Days:
- You may return your purchase within 14 days of receiving the order.
- The returned item must be in its original, unused condition and sent back complete in the original packaging.
2. Damaged or Defective Items:
- In the unfortunate event that you receive a damaged or defective item, please contact us immediately at service@montanobags.com.
- Provide clear images of the damaged product and its packaging to assist us in resolving the issue promptly.
- We will work closely with you to find a suitable solution, whether that involves a replacement, refund, or alternative resolution.
3. Personalized Items:
- Personalized items are crafted specifically for you and, therefore, cannot be returned or exchanged.
- Please ensure all details provided for personalized items are accurate before placing your order.
Return Process:
- To initiate a return, please contact our customer service team at service@montanobags.com within 14 days of receiving your order.
- Provide your order number, details of the item(s) you wish to return, and the reason for the return.
- Our customer service team will guide you through the return process and provide you with a return authorization if applicable.
Return Shipping:
- Upon receiving your return request, we will send you return labels and instructions.
Refund/Exchange:
- Refunds will be processed once the returned item is received and inspected.
- If eligible, refunds will be issued to the original payment method.
- Exchanges may be offered based on product availability and customer preference.
Additional Notes:
- Please ensure that all returns are securely packaged to prevent damage during transit. Our recommendation is to take photographs before shipping items back.
What are the types of delivery (charges and delivery times)?
European Union:
We dispatch orders Monday to Friday, free of charge, using standard delivery via DHL.
Fast-track orders benefit from expedited shipping through DHL Express.
- Standard Delivery within Germany: Your order will arrive within 1-3 workdays.
- Express Delivery in Germany: Place your order by 14:00, and receive it the next day.
- Standard Delivery other E.U. countries: Your order will arrive within 5-10 workdays.
- Express Delivery Europe: Your order will arrive within 1-2 workdays.
UAE:
For customers in the UAE, standard deliveries offer same-day or next-day arrival.
Shop confidently, enjoying reliable and prompt delivery services tailored to your needs.
Where can I have my order delivered?
MONTANO provides free delivery within the European Union and the UAE. Optional express delivery may incur additional charges, which will be clearly displayed during the checkout process.
For international orders outside the EU or the UAE, shipping rates can be reviewed during checkout. Please note, for international orders, the customer is responsible for return shipping arrangements.
We aim to offer convenient shipping options tailored to your location, ensuring a seamless shopping experience.
How do I create an account?
During the check out process of your ordering, you have the possibility to sign up for an online account, where you can track and manage your orders and returns.
How can I receive discounts and promotions?
We consistently update our customers with the latest promotions and discounts. If you have a promotional code, you can apply it during the checkout process. The discount will be automatically applied to your order before completing the payment. Stay tuned for exclusive offers to enhance your shopping experience!
How secure are online payments?
Rest assured, all transactions on the MONTANO website are highly secure. Our system utilizes SSL encryption to safeguard your personal and payment data. Additionally, MONTANO does not store your credit card details, ensuring an extra layer of protection for your financial information. Your online safety is our priority.
Do I get an Invoice for my Order?
The receipt and invoice for your order will be generated in PDF format and sent electronically to the email address provided during the purchase. All prices include VAT. If you haven't received a receipt via email, please feel free to reach out to our customer service at service@montanobags.com for assistance.
PRODUCT CARE AND GUARANTEE
After-Sales Service
For any inquiries regarding your purchase, please reach out to us at service@montanobags.com
Our team of advisors is ready to assist you in English, Arabic, German, or Russian. Your satisfaction is our priority.
How do I care for my leather item?
1. Keep it Dry:
- Avoid exposing your leather item to excessive moisture or prolonged sunlight, as it can lead to discoloration and damage. If your item does get wet, pat it dry with a soft cloth and let it air-dry naturally.
2. Regular Cleaning:
- Wipe your leather item regularly with a soft, damp cloth to remove surface dirt and dust. For stubborn stains, use a mild leather cleaner or a solution of water and a gentle soap.
3. Conditioning:
- Leather, like your skin, benefits from hydration. Apply a leather conditioner or cream every few months to keep the material supple and prevent it from drying out or cracking. Be sure to test any conditioner on a small, inconspicuous area first.
4. Storage Matters:
- When not in use, store your leather bag in a cool, dry place. Avoid hanging it for extended periods, as this may cause the straps or handles to stretch. Use a dust bag or pillowcase to protect it from dust.
5. Be Mindful of Sharp Objects:
- Keep your leather item away from sharp objects or rough surfaces that could scratch or puncture the material. Handle it with care to avoid unnecessary wear and tear.
6. Avoid Overloading:
- While leather is durable, overloading your bag can lead to stretching or distortion. Be mindful of the bag's recommended weight capacity and avoid carrying excessive items.
7. Test New Products:
- Before using any new cleaning or conditioning product, test it on a small, inconspicuous area to ensure it doesn't cause discoloration or damage to the leather.
8. Professional Cleaning:
- For deep cleaning or if your leather bag sustains significant damage, consider taking it to a professional leather cleaner. They have the expertise to address more complex issues while preserving the integrity of the material.
By following these care tips, you'll keep your leather bag looking as good as new for years to come. If you have any specific questions or concerns about caring for your bag, feel free to reach out to our customer support team.
What guarantee is offered?
Any MONTANO product can be returned within 14 days, no questions asked. Additionally, we provide a 2-year warranty on all our products. In the unlikely event that you encounter any issues or faults with our product, please contact us for prompt assistance, whether it be for repair, replacement, or a refund. Your satisfaction and confidence in our products are our top priorities.
Delivery Information
Germany:
We provide free of charge shipping on all standard orders via DHL Parcel service. At checkout, you have the option to select Express shipment through DHL Express courier service.Standard Free Delivery within Germany: Your order will arrive within 2-3 workdays.
Express Delivery Option in Germany: Place your order by 14:00, and receive it the next day.
Other European countries:
- Standard Free Delivery: Expect delivery within 3-10 workdays.
- Express Delivery: Your order will arrive within 1-2 workdays.
UAE:
For our valued customers in the UAE, standard deliveries ensure same-day or next-day arrival.
Shop confidently, enjoying reliable and prompt delivery services tailored to your needs.