Frequently Asked Questions

Select your preferred shoe, choose any available options and click “Add to cart”. You can then review your order and proceed securely through checkout.

Before completing your purchase, please check that your email address, delivery address and selected products are correct.

After completing checkout, you will receive an order confirmation email at the email address entered during checkout.

If you cannot find the confirmation, please check your spam or junk folder. If you still cannot locate it, contact us at support@montelafootwear.com.

We begin processing orders as quickly as possible. Please contact us immediately after ordering if you need to change or cancel your order.

We cannot guarantee that changes or cancellations will be possible once processing or fulfilment has begun. If your order has already been dispatched, you may need to wait until it arrives and request a return.

Contact us as soon as possible with your order number and the correct address.

An address can only be changed if the order has not yet been processed or dispatched. Once a parcel has entered the delivery network, we may no longer be able to redirect it.

Email us at support@montelafootwear.com with your full name, delivery address and order details. We will help update your contact information where possible.

Yes. You can add multiple products to your cart before proceeding to checkout. Availability is subject to current stock levels.

An order may be cancelled if payment cannot be verified, the selected item becomes unavailable, the delivery information is incomplete or the transaction is flagged for additional security checks.

If payment was already taken, an approved refund will be issued to the original payment method.

Montela Footwear currently delivers throughout the United Kingdom.

Please enter a complete and accurate UK delivery address during checkout.

We currently offer free tracked shipping throughout the United Kingdom, unless a different shipping charge is clearly displayed during checkout.

Orders are normally processed within 1–3 business days.

After dispatch, delivery normally takes approximately 7–10 business days.

The total estimated time from placing your order until delivery is therefore usually 8–13 business days.

Business days are Monday to Friday and exclude public holidays. Delivery estimates are not guarantees and may be affected by carrier delays, public holidays, severe weather or unusually high order volumes.

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.

Tracking updates may take a short time to appear after your parcel has been handed to the delivery carrier.

Tracking does not always update at every stage of the journey. It may take several business days before a new scan appears, particularly while the parcel is moving between distribution centres.

A temporary pause in tracking does not necessarily mean that your parcel has stopped moving.

Please first review your tracking information and check whether the estimated delivery period has passed.

If your parcel is significantly delayed, email us with your order number so our support team can review the shipment.

Customers are responsible for entering a complete and accurate delivery address.

If a parcel cannot be delivered because an address is incorrect, incomplete, refused or unclaimed, additional delivery or return costs may apply. Contact us immediately if you notice an error.

In some cases, products from the same order may be shipped separately. This may happen because products are processed at different fulfilment locations.

If this happens, you may receive separate tracking information and the parcels may arrive on different days.

Please check:

• Around your property and any designated safe place;
• With other members of your household;
• With neighbours or building reception;
• Any delivery photo or message supplied by the carrier.

If you still cannot locate the parcel, contact the delivery carrier and then email our customer support team with your order number.

You may request a return within 30 days of receiving your order.

Returned footwear and accessories must be unused, unworn, undamaged and in their original condition. Original packaging, protective coverings, labels, accessories and included components should be returned where applicable.

Before returning anything, email support@montelafootwear.com with:

• Your full name;
• Your order number;
• The product you wish to return;
• The reason for your return;
• Photographs where the item is damaged, faulty or incorrect.

Our support team will review your request and provide the applicable return instructions. Please do not send a return without first contacting us.

Return shipping costs are normally the responsibility of the customer when returning an unwanted item.

If your order arrived damaged, faulty or incorrect, contact us before returning it so that we can review the issue and provide an appropriate solution.

You may carefully inspect or try on a shoe in the same way you would in a physical store. However, it must not show signs of extended wear, scratching, damage, alteration or use.

Watches with removed protective films, adjusted straps, missing components or visible signs of wear may not qualify for a full refund where permitted by law.

Please contact us as soon as possible after delivery. Include your order number and clear photographs or a short video showing the issue.

We will review the situation and offer an appropriate solution in accordance with your consumer rights. This may include a replacement, refund or another suitable remedy.

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method. Your bank or payment provider may require additional processing time before the funds appear in your account.

No. For security reasons, refunds can only be issued to the original payment method used during checkout.

Please contact our support team to confirm whether a direct exchange is available.

Where a direct exchange is not possible, you may be asked to return the original item and place a new order for your preferred shoe.

Unless clearly stated otherwise, discounted products may be returned under the same return conditions as full-price products.

If your order was part of a multi-buy offer, bundle or Buy One, Get One promotion, the value of any retained products may be deducted when calculating the refund.

Please review the size guide and any fit notes shown on the relevant product page before ordering.

For the best result, measure both feet and use the measurement of the larger foot. If you are between two sizes, the larger size is often the more comfortable choice.

Most styles follow the sizing information shown on their product pages. However, fit can vary depending on the shape, materials and construction of each design.

Where a style fits smaller, larger, narrower or wider than usual, we aim to mention this in the product description.

If you are between two sizes, choosing the larger size is generally recommended, especially for closed shoes or when you plan to wear thicker socks.

To help keep your footwear in good condition:

• Remove surface dirt gently with a clean, soft cloth;
• Avoid harsh chemicals and abrasive cleaning products;
• Allow wet footwear to dry naturally away from direct heat;
• Store footwear in a cool, dry and ventilated place;
• Follow any product-specific care instructions provided.

We do not recommend machine washing unless the product instructions specifically state that it is safe. Machine washing may affect the shape, adhesive, finish or structure of the footwear.

Remove excess moisture with a clean cloth and allow the footwear to air dry naturally at room temperature.

Do not place shoes directly on a radiator or use intense heat, as this may cause shrinking, cracking or warping.

We make reasonable efforts to display product colours accurately. Slight differences may occur because of lighting, photography, screen settings and normal manufacturing variation.

If you believe your footwear has a manufacturing fault, contact our support team with your order number and clear photographs of the issue.

Damage caused by accidents, misuse, improper care, unauthorised alterations or normal wear and tear is generally not considered a manufacturing fault.

Nothing in our policies limits your mandatory consumer rights under applicable law.

Selected styles and sizes may be restocked, but availability cannot be guaranteed. Please check the product page regularly for the latest stock information.

We accept the secure payment methods displayed during checkout. Depending on availability, these may include:

• Visa;
• Mastercard;
• American Express;
• PayPal;
• Apple Pay;
• Google Pay;
• Klarna or other pay-later services where available.

Prices for our United Kingdom store are displayed and charged in British pounds sterling, GBP (£), unless another currency is clearly displayed during checkout.

Payments are securely processed through trusted third-party payment providers. Full card or bank details are not stored on our own servers.

Our website uses secure HTTPS/TLS encryption to help protect information submitted during checkout.

A payment may fail because of:

• Incorrect card or billing information;
• Insufficient funds;
• An expired card;
• A bank security check;
• Failed identity or 3D Secure verification;
• A temporary payment-provider error.

Check your payment details and try again. You may also need to contact your bank or payment provider.

Enter your discount code in the designated field during checkout before completing payment.

Discount codes may be subject to expiry dates, exclusions, minimum spend requirements or one-use-per-customer limits. Multiple discount codes cannot normally be combined unless clearly stated otherwise.

Where a Buy One, Get One Free promotion is active, add the required qualifying products to your cart. The discount will either be applied automatically or after entering the promotional code shown on the website.

Unless stated otherwise, the lowest-priced eligible product will receive the discount. Promotional availability, eligible products and end dates may vary.

Discount codes generally cannot be applied after an order has been completed. Please review your order total carefully before submitting payment.

Montela Footwear is an online footwear brand focused on timeless design, everyday versatility and a clear, reliable shopping experience.

Montela Footwear is operated by:

Outlight Systems
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands

Dutch Chamber of Commerce number: 42045311
VAT number: NL869455904B01

We use your information only where necessary to process orders, provide customer support, operate our website, prevent fraud and meet legal obligations.

Please read our Privacy Policy and Cookie Policy for further information.