FAQ
Frequently Asked Questions
Is shipping free? Yes, we offer free shipping on all orders within the United Kingdom. No minimum order required.
Do you ship internationally? At this time, we only deliver within the United Kingdom. We do not offer international shipping.
How long will it take to get my order? Orders placed before 5:00 PM (GMT) are processed the same day. Order handling takes 1– 4 business days, Monday to Friday, with delivery typically taking 6–12 business days, Monday to Friday, after dispatch, giving an estimated total delivery time of 7–16 business days. Please visit our Shipping Policy page for more information.
How can I track my order? Once your order has been dispatched, you will receive an email containing your tracking number so you can follow your delivery at any time.
The estimated delivery time has passed. Where is my order? Please first check your tracking number for any updates. If there is no movement or you are concerned, contact us at info@montrellstudio.com with your order number and we will investigate with the carrier and resolve it promptly. If a package is confirmed lost, we will arrange a replacement or issue a full refund.
What is your return policy? We offer a 30-day return policy. You have 30 days from the date you receive your item to initiate a return. Items must be unused, unworn, and in their original condition with all tags and packaging intact. Please visit our Refund Policy page for more information.
How do I return an item? To start a return, contact us at info@montrellstudio.com with your order number and reason for the return. Once approved, we will provide you with the return address and full instructions. Please do not send items back without prior approval.
What if my item arrives damaged or incorrect? Please contact us immediately within 48 hours of delivery at info@montrellstudio.com with your order number and clear photos of the issue. Once verified, we will arrange a full replacement or full refund at no cost to you.
How long does a refund take? Once we receive and inspect your return, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process it. If more than 15 business days have passed, contact us at info@montrellstudio.com.
Do you charge a restocking fee? No, we do not charge any restocking fees.
What payment methods do you accept? We accept all major credit and debit cards including Visa, Mastercard and American Express, as well as Apple Pay, Google Pay and Shop Pay. All payments are processed securely at checkout.
Is my payment information safe? Absolutely. All transactions are protected with SSL encryption and processed through PCI DSS compliant providers. We never store or share your full payment details.
How do I contact customer service? You can reach our team by emailing info@montrellstudio.com or calling +44 7916 962337. We are available Monday to Friday, 11:00 AM – 7:00 PM (GMT). Our team will be in touch within 24 hours of your email (Mon–Fri). Weekend messages are picked up and replied to on Monday.