Refund & Return Policy

Last updated: 1 July 2026

At Montela Footwear, we want you to be happy with your order. If something is not right, you may request a return within 30 days of receiving your order, subject to the conditions below.

This Return and Refund Policy explains how returns, refunds, cancellations, damaged items, incorrect items, and missing orders are handled.

Montela Footwear is operated by Outlight Systems, a business registered in the Netherlands. Full business and contact details are provided at the end of this policy.

1. Return Window

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

The 30-day return period starts on the date your order is delivered to you, or to a third party indicated by you, such as a household member, neighbour, or pickup point.

Return requests made after 30 days may not be accepted, unless required by applicable consumer law.

2. Conditions for Returns

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

• Unused and unworn;
• In the same condition as received;
• Free from stains, dirt, excessive wear, pet hair, smoke smell, or other signs of use;
• Returned with original tags, labels, accessories, and packaging where possible;
• Accompanied by proof of purchase, such as your order number or order confirmation email.

You may try on footwear indoors to check the fit, but shoes must not be worn outdoors or used beyond what is necessary to inspect their fit and condition.

Items returned in a used, damaged, altered, incomplete, or unsuitable condition may be refused or refunded at a reduced value.

3. Items That Cannot Be Returned

For hygiene, safety, or legal reasons, some items cannot be returned unless they arrived damaged, faulty, or incorrect.

Non-returnable items may include:

• Insoles, socks, or other hygiene-sensitive accessories where the hygiene seal has been removed;
• Personalised or customised products;
• Gift cards;
• Items that have been worn outdoors, damaged, altered, or excessively used by the customer.

If a product is non-returnable, this will be clearly stated on the product page where applicable.

This does not affect your legal rights if an item arrives damaged, faulty, or incorrect.

4. How to Request a Return

To request a return, please email us at:

support@montelafootwear.com

Please include:

• Your order number;
• The item(s) you wish to return;
• The reason for the return;
• Photos if the item arrived damaged, faulty, or incorrect.

We aim to respond within 24 hours on business days.

Please do not send any item back before contacting us and receiving return instructions. Returns sent without prior approval may be delayed, refused, or not processed correctly.

5. Return Instructions

Once your return request has been approved, we will provide return instructions, including the correct return address and any required reference details.

When returning an item, please:

• Use the original packaging where possible;
• Include your order number or return reference;
• Package the item securely;
• Use a tracked shipping service;
• Keep your proof of postage until your refund has been processed.

We are not responsible for returned packages that are lost in transit without tracking.

6. Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, faulty, or incorrect.

If the item arrived damaged, faulty, or incorrect, we will provide an appropriate solution at no additional cost. This may include a replacement, refund, or reimbursement of reasonable return shipping costs where required.

Original shipping costs, where applicable, are not refundable unless the return results from our error or is required under applicable consumer law.

7. Refunds

Once we receive your returned item, we will inspect it and notify you by email whether the return has been approved.

If approved, your refund will be issued to the original payment method used at checkout.

Refunds are processed within 14 days after we receive and approve the returned item. In many cases, refunds are processed sooner.

After we issue the refund, your bank, card provider, PayPal, Klarna, or other payment provider may require additional time before the funds appear in your account.

Refunds can only be issued to the original payment method used for the purchase.

8. Restocking Fees

Montela Footwear does not charge any restocking fees for returns.

9. Partial Refunds

We may issue a partial refund if:

• The item shows signs of use beyond normal inspection;
• The item is missing original tags, accessories, or packaging;
• The item is returned damaged due to insufficient packaging;
• The return is received outside the 30-day return period and is accepted as a goodwill exception.

If a return is refused, we may send the item back to you. Additional shipping costs may apply.

10. Exchanges

We do not currently offer direct exchanges.

If you would like a different size, colour, or style, please return the original item for a refund and place a new order on our website.

This helps ensure that the item you want is available and can be processed as quickly as possible.

11. Damaged, Faulty, or Incorrect Items

If your footwear arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery at:

support@montelafootwear.com

Please include:

• Your order number;
• A clear description of the issue;
• Clear photos of the footwear;
• Clear photos of the packaging if the parcel arrived damaged.

If the issue is confirmed, we will offer an appropriate solution, such as a replacement, repair, refund, or return at no additional cost to you.

This does not affect any mandatory consumer rights you may have under applicable law.

12. Order Cancellations Before Dispatch

If you would like to cancel your order, please contact us as soon as possible at:

support@montelafootwear.com

If your order has not yet been processed or dispatched, we will cancel it and issue a refund to the original payment method.

Once an order has been processed or dispatched, cancellation may no longer be possible. In that case, you may request a return after receiving the order, subject to this policy.

13. Missing or Lost Orders

If your order has not arrived within the estimated delivery window, please first check the tracking information.

If tracking shows that your parcel has been delivered but you have not received it, please:

• Check around your delivery address, including safe places;
• Ask neighbours, household members, or building reception;
• Check for a delivery notice from the carrier;
• Contact the carrier using your tracking number.

If your order has not arrived within 20 business days after dispatch, please contact us at support@montelafootwear.com.

We will review the tracking information and may open an investigation with the carrier. If the parcel is confirmed lost, or remains undelivered without resolution, we will offer an appropriate solution, such as a replacement or refund.

14. Refused or Undeliverable Packages

If a package is returned because:

• The shipping address was incorrect or incomplete;
• The customer refused delivery;
• The customer did not collect the package from a pickup point;
• The carrier was unable to complete delivery after several attempts;

we may deduct the original shipping costs, return shipping costs, or carrier fees from any refund, unless the failed delivery was caused by our error.

If you would like the order to be sent again, additional shipping costs may apply.

15. Your Consumer Rights

Nothing in this policy limits or removes any mandatory consumer rights you may have under applicable law.

If you are a consumer located in the United Kingdom or another country with mandatory consumer protection laws, you may have additional rights relating to cancellations, faulty goods, returns, refunds, or disputes.

These rights apply in addition to our store policy where required by law.

16. Complaints

If you are not satisfied with how your return, refund, cancellation, or complaint has been handled, please contact us at:

support@montelafootwear.com

Please include your order number and a clear explanation of the issue.

We aim to acknowledge complaints within 2 business days and resolve them within 14 days where possible.

17. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes in our business, operations, or legal requirements.

When we update this policy, we will change the “Last updated” date at the top of this page.

The policy in effect at the time you place your order will apply to that order.

18. Who We Are

Store name:
Montela Footwear

Operating company and legal owner:
Outlight Systems

Registered office:
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands

Chamber of Commerce number (KvK):
42045311

VAT number:
NL869455904B01

Telephone number:
+31 6 11407132

19. Contact Us

For return, refund, cancellation, or order-related questions, please contact us:

Email:
support@montelafootwear.com

Postal address:
Outlight Systems / Montela Footwear
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands

Telephone number:
+31 6 11407132

Customer service hours:
Monday–Friday: 09:00–17:00 GMT/BST
Saturday–Sunday: 09:00–13:00 GMT/BST

Average response time:
Within 24 hours on business days