FAQ

In this section you can find answers to your questions. Check out our FAQ. Should you not find the answers to your questions in this section, you can always contact our customer service.

How can we help you?

FAQ

ORDERS

How can I place an order?

You can purchase Montecore products on our official store www.montecore.it through the following steps:

1- select the item(s) you wish to purchase, select your size and click on ""add to cart"".
2- click on the cart icon (top right)
3- Proceed to check out by entering your billing/shipping address
4- Enter any discount codes in the ""DISCOUNT CODE"" field and then click on ""APPLY"".
5- Click on ""Go to payment"" and select the desired payment method
6- Click on ""Pay now"".

If your order is successful, you will receive a confirmation email at the address you entered at the time of payment. If you do not see the email, try checking your Spam folder. If you are Registered you can check the status of your Order directly in your Account.

For further assistance please contact our Customer Service at shop@montecore.it or call 0419690625.
Customer Service is available from Monday to Friday from 8:30 to 13:00 and from 14:30 to 18:00.

Can I place an order by phone?

Yes, you can place an order by telephone by calling 0419690625 Monday to Friday, 8:30 a.m. to 1 p.m. and 2:30 p.m. to 6 p.m.

What payment methods are accepted?

You can choose from the following payment methods:
- credit card;
- paypal;
- google pay;
- apple pay"

What is the European PSD2 Directive?

From 28 December 2020, online payments are even more secure thanks to the new European PSD2 regulation introducing new authentication rules. From now on, when you place an order using a card payment, your bank may ask you to confirm your identity using 3D Secure authentication. There are many ways to authenticate online payments and you may be asked to confirm your identity via SMS, email or TouchID. We recommend contacting your bank to ensure they have your correct contact details in case you are asked to use SMS or email for 3D Secure authentication. If you have any questions, please contact our Customer care

Can I cancel an order?

It is only possible to cancel the order if our logistics has not processed it yet. Please ask us to cancel your order by contacting us promptly at 0419690625. Customer service is available from Monday to Friday from 8:30 to 13:00 and from 14:30 to 18:00. Once the order has been cancelled we will proceed with the refund.

Can I modify my order? Can I add/remove an article?

It is not possible to modify your order. It is possible to completely cancel an order while it is still being processed. To check whether it is still possible to cancel your order, please contact our Customer Care.

What is the status of my order?

You can check the status of your order directly from your account:
- In process: the order is still being prepared at our warehouse;
- Shipped: the order has been collected by the courier and is in transit to its destination;
- Cancelled: the order has been cancelled.

How can I identify my size?

On the product description pages you will find a detailed guide to help you choose the right size for you. We always use the Italian size guide If you have any questions, please do not hesitate to contact our Customer Care.

PAYMENT

Which payment methods are accepted?

You can pay for your orders by choosing from the following methods:

- Credit Card
- PayPal
- GooglePay
- ApplePay

What can I do if payment is refused?

After entering your credit card details and confirming your order, your bank is asked to validate your payment for authorisation to proceed. If payment is refused, please contact your bank directly. For any problem, the Montecore Customer Service remains at your disposal by e-mail at shop@montecore.it or you can call 0419690625 Customer Service is available from Monday to Friday from 8:30 a.m. to 1:00 p.m. and from 2:30 p.m. to 6:00 p.m.

SHIPMENT

Where do you ship products?

If a destination country does not appear among those listed, please contact us by e-mail at shop@montecore.it for information on authorized dealers in the country of your interest.

Can I combine several orders?

It is not possible to combine different orders as payment and validation correspond to a single order: one delivery address and one billing address.

When will my order be shipped?/ What is the delivery time for my order?

Your order will be prepared by our warehouse in 1-2 working days after your purchase and will be handed over to the courier. The indicated shipping times are 1-2 working days for Italy, and 3-4 working days for EU countries are valid from the moment the order is handed over to the courier. Please bear in mind that external factors such as postal delays, customs (in the case of shipments to countries outside the European Union) of couriers, logistical problems, adverse weather conditions or the inability to access the address indicated may affect the punctuality of delivery. Furthermore, delivery times may vary depending on the daily flow of orders.

Where is my order? How can I track my shipment?

At the time of dispatch you will receive an email containing the tracking number with which you can follow the status of your parcel from the courier's website. For further information, please contact customer service at shop@montecore.it or at 0419690625

I checked the status of the shipment and encountered problems. What should I do?

Our couriers do their best to ensure that you receive your order on time and above all undamaged. Despite this care, however, we cannot exclude the possibility of exceptions. If the tracking number shows a problem with the delivery of your parcel related to the shipping address, you can contact the courier directly for further information. If your order has been delivered, but you have not received it, please contact Customer Care within a maximum of 2 days from the date of presumed receipt so that we can follow up with our couriers.

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

In the event of non-delivery, the courier leaves a notice on the intercom/mailbox, notifying the recipient of the delivery. A second passage is automatically rescheduled the next day. If the addressee is still absent, the consignment is usually kept at the local branch for 3 working days. If no collection is made within that time, the parcel is automatically returned to the warehouse.

What should I do if I receive a damaged parcel or if some items are missing?

If there is any damage to the packaging or if the number of packages does not correspond to the order, the courier must be notified immediately upon delivery, indicating the nature of the problem on the product delivery note, which must be returned to the courier (signature with reservation). Any problems relating to the physical integrity, correspondence or completeness of the goods received must be reported within 7 days of delivery in the manner indicated above to Customer Care by email to shop@montecore.it.

RETURNS AND REFUNDS

I wish to return one or more products from my order, how can I request a return?

You may return a product within 14 calendar days from the date of delivery. The goods must be returned undamaged, complete with all parts and in their original packaging (envelopes and wrappings), stored and, if necessary, used for the time strictly necessary to establish and verify their nature and characteristics.
You may request the return through our Returns Centre, which you can access via the following link

Are returns free of charge?

Returns are free of charge if the sent item has a fault or if a wrong item has been sent to you. In all other cases, you are responsible for the return costs and you must return the items within 14 (fourteen) days of delivery, subject to authorization of the return request by our Customer Care. You may use your preferred courier or delivery service to return the items, including postal service. We suggest you track your shipment so that you can keep track of it.

I have purchased an incorrect size, what can I do?

If you have purchased an incorrect size, you have the possibility to request a return of the goods. You will then be refunded for the returned purchase and can place a new order for the correct size.

What products can I return?

The goods must be returned undamaged, complete with all parts and in their original packaging (envelopes and wrappings) in accordance with the conditions set out below: the right of withdrawal may apply to the purchased product in its entirety; it is not possible to exercise withdrawal only on part of the purchased product; for withdrawal to be possible, the product must be intact and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessory equipment: labels, seals, etc.)

I received a faulty or wrong product, can I return it?

To submit your request for return due to a fault, please contact our Customer Service immediately by e-mail at shop@montecore.it or call us on 0419690625 from Monday to Friday from 8:30 a.m. to 1:00 p.m. and from 2:30 p.m. to 6:00 p.m., stating what has happened. You will be asked for the order number and some photos of the product, where the defect is clearly visible.

Can I return or request a refund on a purchase made from a retailer?

It is not possible to return or request a refund for a purchase not made in our online shop. Please contact the retailer where the purchase was made.

Is it possible to exchange a product purchased online directly in shops?

It is not possible to return a product purchased online from a shop. Please open the return request via the Return Centre.

How and when will I be reimbursed?

If the condition of the returned product meets the requirements, a refund will be issued within 14 days from the date of confirmation of return of the package and via the same payment method used to finalise the order.

Our Customer Care will notify you of the return and the successful outcome of the quality controls as soon as they are completed.
Montecore shall not be liable in any way for damage, theft, loss occurring during or in connection with the return shipment

How and when will I be reimbursed? (Non-European countries)

If the returned item meets our requirements, you will be notified by our Customer Service Department and a refund will be made within the next 14 days using the payment method you chose to place your order. The refund will be completed for the full amount paid, less shipping costs incurred and any import duties paid.

Where can I send my return?

In the event of return, you must return the products within 14 (fourteen) days of withdrawal to the following address:

Montecore S.r.l. with sole shareholder at Movimoda spa
Via Magnanini, 40
42018 San Martino in Rio (RE)
ITALY
T: +39 0522 1407930

NEWSLETTER

What advantages do I have by subscribing to the newsletter?

Sign up for Montecore's newsletter to stay up-to-date and be the first to discover Montecore's news and collections. Subscribing is very easy: just access the dedicated section and enter the requested data. If you wish to unsubscribe, you can do so directly from the last newsletter you received or from the Newsletter section on the site. Should you have any difficulties or doubts, do not hesitate to contact Customer Service.

I no longer want to receive newsletters, what should I do?

If you no longer wish to receive Montecore newsletters, you can unsubscribe in several ways: - from the Newsletter section of your account and then accessing your personal area - by clicking on the link "If you no longer wish to receive the newsletter click here" that you will find at the bottom of the last newsletter you received Should you have any doubts or problems, please send us an email to shop@montecore.it

ACCOUNT

Why register on the digital store?

Registering a personal account allows you to store your shipping details, view your order history and returns.

Is it necessary to create an account?

To complete an order you have two options:


- Create an account, if you do not already have one. Having an account allows you to store your shipping data, view your order history and track an order.


- Place the order as a guest without creating an account

How can I create my account?

To create your personal account, simply click on the Account icon at the top right of the homepage, click on Create an account, and enter the required data.

What do I do if I have forgotten my password?

You can reset your password at www.montecore.it in the Login section by clicking on the link "Forgot your password?". You will be sent an e-mail with the link to reset your password automatically.

What do I have to do to delete my account?

If you wish to cancel your account, you can contact our Customer Service shop@montecore.it

Complaints Management

If the purchase was made at our Online Boutique, we invite you to provide us with your order number and some photos representing the problem you experienced, and we will forward your complain to our Competent Department. If the purchase was made in the Boutique, we suggest that you contact the Boutique where you made the purchase.

Offline Complaints Management

We kindly inform that the company is responsible only exclusively in relation to any defects or manufacturing differences on its garments and that, in any case, the only person authorized to deal with the company is the authorized retailer where the product has been purchased, therefore, the customer must contact him 

CARE AND MAINTENANCE

Is my Montecore garment still under warranty?

The statutory warranty in accordance with the Consumer Code is valid for 24 months from purchase. The proof of purchase shall apply.

How can I wash Montecore garments?

You can refer to the instructions on the information label of your garment where all care and washing instructions are listed. If you still have any doubts, please contact our Customer Care and we will be happy to help you.

If I accidentally damage a Montecore garment, what can I do?
Although your garment is not covered by a legal warranty, our Customer Care will do its best to provide maximum assistance.

Click here to contact us.

My Montecore garment is no longer under warranty but I would still need assistance, what can I do?

Although we cannot process the complaint as a warranty item, our Customer Care will be happy to assist you.