Your statutory consumer rights always apply. Our 60-Day Confidence Guarantee is a voluntary
commitment that we offer in addition to those rights, never instead of them.
START WITH US, NOT WITH YOUR BANK
If anything is wrong with your order, email contact@montclairoutlet.com first. We answer every message within 48 hours and can usually solve the problem quickly, including replacements, refunds and reshipments. Opening a dispute with your bank before contacting us only makes the resolution slower for you.
1. YOUR STATUTORY RIGHT OF WITHDRAWAL (EU AND UK)
If you live in the European Union or the United Kingdom, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods. For orders delivered in several packages, the period starts when you receive the last package.
To exercise the right of withdrawal, inform us of your decision by a clear statement, for example by email to contact@montclairoutlet.com.
Effects of withdrawal: we will reimburse all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days from the day we are informed of your decision. We use the same payment method you used for the original purchase. We may withhold the reimbursement until we have received the goods back or you have supplied proof of having sent them back, whichever is earlier. Please send the goods back to the address we provide in our reply within 14 days of informing us. You bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Trying a garment on, as you would in a shop, is fine. Wearing it out, washing it, removing the tags or leaving marks, odors or stains goes beyond that, and we may deduct the loss of value from your refund.
2. 60-DAY CONFIDENCE GUARANTEE
On top of the statutory period, and for customers in every country we ship to, including Switzerland and Australia, every order includes our 60-Day Confidence Guarantee: you have 60 days from the delivery date to request a refund or an exchange, for any reason.
CONDITION REQUIREMENTS FOR THE 60-DAY CONFIDENCE GUARANTEE
-
Items must be unworn beyond trying them on, unwashed and in their original condition, with all tags still attached
-
Items should be returned in their original packaging or in equivalent protective packaging
- Returns that do not meet these conditions are not covered by the 60-Day Confidence Guarantee. Within the first 14 days, EU and UK customers keep their statutory right of withdrawal described above, subject only to the diminished value rule.
HOW TO REQUEST A RETURN OR EXCHANGE
1. Email contact@montclairoutlet.com with your order number and the reason for the return. If the item arrived damaged, defective or wrong, attach photos.
2. We reply within 48 hours with the return instructions and the return address for your region. Please wait for those instructions before shipping, so we can identify your parcel and refund you quickly.
3. Ship the item back with a tracking number within 14 days of receiving the instructions.
4. Once the return arrives and is inspected, we process your refund or exchange within 3 to 5 business days, and always within the legal deadlines described above.
EXCHANGES
Exchanges for a different size or color depend on availability. Outlet stock is limited, so if the size or color you want is sold out, we refund the returned item instead.
WHO PAYS FOR THE RETURN SHIPPING
- Damaged, defective or wrong item received: we cover everything. You choose a free replacement, if available, or a full refund, and in most cases we do not ask you to ship the item back.
- Change of mind, wrong size or wrong color ordered: return shipping is paid by the customer.
BUNDLES AND MULTI-ITEM DISCOUNTS
If you bought a bundle or a multi-item discount, the refund is calculated on the price you actually paid for the items you return. If you return only part of a bundle, the discount is recalculated on the items you keep.
ITEMS THAT CANNOT BE RETURNED
- Gift cards
- Underwear, swimwear and other items delivered in a hygiene seal, if the seal has been
removed after delivery
- Items that you damaged through misuse, accidents or alterations
ORDER CANCELLATION
You can cancel an order free of charge within 24 hours of placing it, as long as it has not been handed to the carrier. Email contact@montclairoutlet.com with your order number and we will confirm the cancellation and the full refund. After the order ships, the withdrawal and return process above applies.
REFUND METHOD AND TIMING
Approved refunds go back to the original payment method. Your bank or card issuer usually takes another 5 to 10 business days to show the refund on your statement. We cannot refund to a different card or account than the one used for the purchase.
LATE OR MISSING REFUNDS
If you have not seen the refund after 10 business days from our confirmation, check with your bank or card issuer first, since posting times vary. If it still has not arrived, email contact@montclairoutlet.com with your order number and we will send you the refund confirmation for your bank.
DAMAGED OR DEFECTIVE ITEMS AND STATUTORY WARRANTY
If an item arrives damaged or develops a defect, contact us with photos of the item, the label and the packaging. We send a free replacement, if available, or a full refund, your choice, and you do not pay for return shipping. This is in addition to the statutory rights for defective goods that apply in your country, which cannot be excluded:
- European Union: a legal guarantee of at least 2 years from delivery
- United Kingdom: your rights under the Consumer Rights Act 2015, including the right to reject faulty goods within 60 days
- Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Normal wear and tear, damage from washing or care that does not follow the care label, and outlet markings on labels described in our Terms of Service are not defects.
QUESTIONS
Email contact@montclairoutlet.com. Support hours: Monday to Friday, 9:00 AM to 7:00 PM. Average response time: up to 48 hours.