1. Order

How can I find my order?   

You can track your order at any time at the following address: https://es.montparel.com/en/order-history. However, only people with a Montparel account will be able to track their order via this link. Otherwise, please contact our customer service (see Contact).

When your order is validated, you will receive an order ID in your confirmation e-mail. Once your order has been dispatched, you will receive a tracking number to follow your package on our carriers' websites.

We work with the best carriers to provide you with the most efficient and fastest shipping service.

However, after you place your order online, it may take a few hours for the tracking number to be received.

If you cannot find this information in your inbox, check your spam folder.

Is it possible to add or change an item on an order I just placed?  

Orders are processed as soon as you place them, so it is not possible to add or change items.

We recommend that you place a new order for the items you wish to add on https://es.montparel.com/en/

Is it possible to cancel the order I just made? 

Yes, you can cancel your order.

You must click on the button on the My Order page, no later than 2 hours after placing it. Please note that once your order has been validated, you have a limited time due to our fast-processing method as well as contingencies due to shipping schedules.

I made an order but I haven't received a confirmation email, what should I do?

Confirmation emails are sent automatically from our system.

If you haven't received one, check your spam folder.

To prevent further emails from going to your spam folder, please mark our emails as a safe sender or add us to your address book.

What is a coupon code?

For online shopping, a coupon code, or promo code, is a computer-generated code to obtain a discount on an order. 

To apply it, it is necessary to enter its characters in the space dedicated to this purpose. On Montparel, customers can submit their promo code on the payment page or the shopping cart of the site.

What does it mean if my order is “Canceled”?

The term "canceled" means that your order will not be completed, normally due to the following factors:

1- You have requested to cancel your order;

2- Due to a payment processing error, please verify the payment method used.

3- Items may be out of stock, in this case we will refund you with a coupon code that you can deduct at any time on future orders on https://es.montparel.com/en/

Is Montparel a secure site? 

Montparel is 100% encrypted, so your information is inaccessible to others. Payments are handled by Stripe and Paypal who are trusted partners for all your transactions.

I would like to try a product from the catalogue, is this possible?

No, it is not possible to receive samples of our products.

However, it is always possible to order a unit and ask for a return of the product for reimbursement (excluding transport costs).

2. Shipping

Where is your warehouse located? 

Imbretex, our main warehouse is located in France (Brittany).

What does the term “Pending” mean? 

The term "pending" means that your order is assigned to our warehouse, payment is being verified and shipment data is confirmed.

The majority of orders are shipped the same day if placed before noon, so you will receive an email with the carrier's tracking number within 48 hours.

What does “In Processing” mean?

The term "Processing" means that our warehouse prepares all the garments you have ordered to be properly processed, counted, packed and shipped.

This process can sometimes take longer than expected to allow for the processing necessary to ship your entire order.

Once the process is complete, your order will be shipped, and you will be notified with a tracking number.

Which you can find on https://es.montparel.com/en/order-history

The majority of orders are shipped the same day if placed before noon, so you will receive an email with the carrier's tracking number within 48 hours.

What does Partially sent mean?  

"Partially shipped" means that we have only shipped part of your order to ensure the fastest delivery possible, due to availability factors. Therefore, your order will be shipped in separate packages, generating more than one package tracking number and with the possibility of your items being shipped at different times. You will not be charged additional postage.

3. Delivery

I made an order before 12:00 noon, when can I expect my order to arrive?

Montparel works exclusively with products coming from W1 Imbretex .

Estimated shipping time

  France : 24h-72h just for France

 Belgium : 3-5 days

 Switzerland : 5-6 days ( Customs duties and taxes are to be paid by the customer )

 Luxembourg : 3-4 days

What happens if I am not home at the expected delivery time?

If the Customer is absent when the goods are to be delivered, the messenger service engaged for the delivery will leave a note indicating how to arrange a new delivery time.

Can I pick up my order? 

Montparel is a web-based shop, so we do not have any physical storefronts. We ship everything directly from our warehouses right to your door for your own convenience. You can find all you need to know about our shipping by following this link:  https://www.montparel.com/en/order-history

4. Refund

What should I do if I receive a faulty item?

If you have detected that an item is damaged, you have 15 days to return it to us.

To do this, request a return online from the My Order page.

Please provide us with a photo of the preparation slip that is inside the package as well as a clear photo of the item with its faults correctly identified.

If you have any other questions, you can contact us at info@montparel.com.

I am not happy with the products that I received. Can I ask for a refund?

Yes, if you wish to receive a refund, please notify customer service. 

By default, we will refund you by bank transaction. You have 14 days to declare and return it to us. In this declaration, please add your GNI to get your money back as soon as possible.

Only the amount of the products will be refunded. (Shipping not included) 

Refunds may take up to 21 days to be processed. Please keep in mind that the shipping cost to our warehouse is your responsibility only.

My ordered product does not fit, I would like to exchange it for another size is that possible? 

In the case that one of your items does not fit, it will not be possible to make an "exchange". However, you can always return the product and reorder the item in your size.

To do so, you must first notify our customer service department of the items concerned followed by your GNI. The items will be returned at your expense. As soon as we receive the article that does not fit, we will refund you by bank transfer. You will be responsible for shipping the new product to your home.

5. Contacts

How can I get in contact with the customer service of Montparel?

Our customer service is available by phone from Monday until Friday from 10 pm-13 pm and from 14:30 pm-17:30 pm. On top of that you can contact us via email: info@montparel.com. We are aiming to respond to our customers as fast as possible. 

How do I subscribe to the Newsletter? 

On the site footer, you will find a box to insert your email address. Once submitted, you will start receiving our newsletter.