Shipping Policy

Last updated: 1 July 2026

This Shipping Policy explains how orders from Montela Footwear are processed, shipped, tracked, and delivered. Please read it carefully before placing an order.

Montela Footwear is operated by Outlight Systems, registered in the Netherlands. Our full business details are provided at the end of this policy.

1. Where We Ship

We currently ship to the following destination:

United Kingdom

If your country is not available at checkout, we are currently unable to ship to your location.

For questions about shipping availability, please contact us at support@montelafootwear.com.

2. Order Processing Time

All orders are processed within 1–3 business days after order confirmation, excluding weekends and public holidays.

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

During busy periods, public holidays, or seasonal peaks, processing may take slightly longer. If there is a significant delay with your order, we will contact you by email.

3. Estimated Delivery Times

After dispatch, estimated delivery time is:

United Kingdom: 7–10 business days

The total estimated delivery time from order placement is usually 8–13 business days, including order processing and shipping.

Please note that delivery times are estimates and are not guaranteed. Actual delivery times may be affected by:

Carrier delays
Customs processing
Public holidays
Severe weather
High seasonal shipping volume
Incorrect or incomplete shipping addresses
Other circumstances outside our control

4. Shipping Costs

We currently offer free tracked shipping on all orders to the United Kingdom.

Any available shipping options and costs will be clearly shown at checkout before you complete your purchase.

5. Tracking Your Order

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number and tracking link where available.

You can track your order using:

The tracking link in your shipping confirmation email
The Track Your Order page on our website
The carrier's website, where applicable

Tracking updates may take 24–72 hours to appear after dispatch, especially for shipments passing through multiple carrier networks.

If your tracking has not updated after 5 business days, please contact us at support@montelafootwear.com with your order number.

6. Customs, Duties, and Import Taxes

United Kingdom

For orders delivered to the United Kingdom, taxes and import charges may depend on the value of the order, the shipping origin, and applicable UK customs rules.

Where applicable, VAT may be collected at checkout. For some orders, import VAT, customs duties, or carrier handling fees may be charged by the carrier or customs authority before delivery.

General Customs Notice

Any customs duties, import taxes, or carrier handling fees not collected at checkout are the responsibility of the customer.

We declare all shipments accurately and at their correct value as required by law. We cannot mark orders as gifts or undervalue shipments on customs documents.

7. Delivery Issues

Delayed Orders

If your order has not arrived within the estimated delivery window, please first check your tracking link for the latest update.

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, where necessary, open an investigation with the carrier.

Depending on the outcome, we may arrange a replacement or issue a refund where appropriate.

Tracking Shows Delivered, But You Have Not Received It

If tracking shows that your order was 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 directly with your tracking number.

If the package still cannot be located after 5 business days, contact us at support@montelafootwear.com with your order number and tracking number. We will help investigate the issue.

Damaged Orders

If your package or item arrives damaged, please contact us at support@montelafootwear.com within 14 days of delivery.

Please include:

Your order number
A description of the issue
Clear photos of the damaged item
Clear photos of the packaging

If the item is confirmed to have arrived damaged, faulty, or incorrect, we will arrange a suitable solution, such as a replacement or refund, at no additional cost to you.

8. Address Accuracy

Please make sure your shipping address is complete, accurate, and up to date before placing your order.

We are not responsible for delays, failed deliveries, or lost packages caused by incorrect or incomplete shipping information provided at checkout.

If you notice an address error after placing your order, contact us immediately at support@montelafootwear.com.

We can usually update the address if the order has not yet been processed or dispatched. Once an order has been dispatched, address changes are generally no longer possible.

9. Failed Delivery or Refused Packages

If a package cannot be delivered because:

The shipping address was incorrect or incomplete;
The customer refused delivery;
The customer did not collect the package from a pickup point within the carrier's holding period;
The carrier was unable to complete delivery after multiple attempts;

the package may be returned to us or to our fulfilment partner.

In these cases, 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 re-sent, additional shipping costs may apply.

10. Lost Packages

If tracking has not updated for more than 10 business days and the order has not been delivered, we will treat the shipment as potentially delayed or lost and may start a carrier investigation.

If the package is confirmed lost, or if the order remains undelivered 20 business days after dispatch without a clear resolution, we will offer an appropriate solution, such as a replacement or refund.

11. Shipping Origin and Fulfilment

Orders may be shipped from different fulfilment locations depending on product availability, destination, and logistics requirements.

Some orders may ship from fulfilment partners within Europe, while others may ship from international fulfilment partners. The estimated delivery times in this Shipping Policy already take these fulfilment routes into account.

Our cut-off time is Friday at 5:00 PM GMT+1. Orders placed after this cut-off time, during weekends, or on public holidays may be processed from the next business day.

Regardless of the shipping origin, our customer support team remains responsible for helping you with order updates, tracking questions, delivery issues, returns, and refunds.

12. Contact Us

For shipping-related questions, tracking issues, or delivery concerns, please contact us:

Email:
support@montelafootwear.com

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

Business Information

Brand 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

Contact email:
support@montelafootwear.com