FAQ

Orders

• What payment methods are accepted?

• Major credit/debit cards, Google pay and Apple pay are accepted; all payments are processed securely via PCI‑compliant providers for encrypted checkout.

• Can billing and shipping addresses be different?

• Yes, billing may differ from shipping; the billing address must match the card issuer’s records to pass authorization checks during checkout.

• Can an order be changed or canceled after placing it?

• Orders start processing quickly; contact support as soon as possible and changes can be attempted before fulfillment begins, but cannot be guaranteed once a shipping label is created.

Shipping

• Where does Montivre ship?

• Shipping is offered across Canada; international availability can be expanded with clear duties/taxes handling to avoid delivery surprises if enabled in the future.

• How long will delivery take?

• Typical processing is 9-14 business days, with delivery windows shown at checkout based on the selected service; tracking updates are sent by email once shipped.

• How much is shipping?

• Enjoy free shipping on every order; premium shipping is included for all customers.

• Are duties or import taxes charged?

• Domestic Canadian orders do not incur import duties; for any future cross‑border orders, duties/taxes can be calculated and collected at checkout for full cost transparency when enabled.

Returns and exchanges

• What is the return window?

• Returns are accepted within 30 days from delivery for unworn items with tags and original packaging, excluding final‑sale items; refunds are issued to the original payment method after inspection.

• How to start a return?

• Use the returns portal or contact support with the order number and reason; a prepaid label may be provided if free returns are offered, otherwise return shipping may be deducted or covered by the customer as stated in the policy shown at request time.

• Are there items that cannot be returned?

• Final‑sale items and goods failing hygiene/condition standards are not returnable; defective items are handled under the warranty/defect process below.

• Can sizes be exchanged?

• Yes, exchanges for a different size of the same item are supported when stock is available; start through the returns portal and select “exchange” where offered.

• When will a refund appear?

• After the return is received and approved, expect refund processing within about 5–10 business days, with final posting timing dependent on the bank or card issuer.

Products and sizing

• How do sizes fit?

• Montivre uses North‑American, smart‑casual fits; refer to size charts on each product page and compare body or garment measurements to choose the correct size and reduce returns, a best practice in apparel e‑commerce.

• How to care for garments?

• Follow care labels; generally wash cold, gentle cycle, and lay flat or tumble‑dry low; avoid fabric softeners on performance blends to preserve hand‑feel and recovery per typical apparel guidance.

Promotions and gifts

• How does the first‑order discount work?

• Enter the welcome code received via email at checkout; codes apply to eligible items and cannot be combined with other offers unless explicitly stated in promotion terms.

• Do gift cards expire?

• Store gift cards typically do not expire under common e‑commerce practices; the full balance remains available until used, subject to regional regulations shown at purchase.

Account and notifications

• Is an account required to order?

• Checkout is available as a guest or with an account; creating an account enables faster checkout, order history, and returns tracking.

• How to get updates on new arrivals and limited releases?

• Subscribe to the newsletter for early access to drops and promotions; opt‑out anytime via the unsubscribe link in each email, following standard email marketing practices.

Warranty and defects

• What if an item arrives damaged or defective?

• Contact support within 7 days of delivery with photos; a replacement or refund will be arranged according to inspection results and inventory availability, consistent with apparel return norms.

Security and privacy

• Is checkout secure?

• Payments are encrypted and processed by PCI‑compliant gateways; personal data is handled per the store’s privacy policy and applicable regulations.

Contact

• How to reach support?

• you can contact us on Contact@montivre.com.