True Love Pj Set

• Orders over $75 (after discounts, before taxes): Free standard Shipping.
• Orders under $75: Flat rate of $11 CAD for standard shipping.
• Express Shipping: $25 CAD flat rate
• Continental USA: Visit montelleintimates.com for rates.

Order Processing

• Orders placed before 12:00 PM EST ship the same business day.
• Orders placed after 12:00 PM EST, on weekends, or on holidays will ship the next business day.
  • Example: An order placed Friday at 3:00 PM EST will ship Monday.
  • Orders placed during Black Friday or Boxing week can take 1-3 business days to process.

Ground Shipping (Canada)

• Estimated delivery: 7–10 business days after order date.
• Tracking number provided upon shipment.
• No guaranteed delivery date for ground service.

Express Shipping (Canada)

• $25 CAD flat rate.
• Estimated delivery: 3–5 business days after the order is received by the carrier.
• No guaranteed delivery date for express shipping — carrier delays are beyond our control.

• Contact info@montelleintimates.com for pricing and estimated delivery times.
• All International orders may be subject to duties, taxes and import fees as determined by the destination country. These charges are the responsibility of the customer and must be paid in order for the package to be released by customs.
• If you choose to refuse payment of duties and taxes, the shipment will be abandoned or destroyed by customs or the carrier. In such cases, no refund will be issued for your order.
• We strongly recommend checking your local customs regulations before placing an order to avoid unexpected charges.

• Orders shipped outside Canada and the USA may incur additional duties, customs fees, and taxes.
• These charges are determined by the destination country and are payable by the customer at delivery.
• Montelle Intimates does not control these fees — please contact your local customs office for details.
• In most cases, the carrier will contact the customer to confirm the delivery address and collect duties and taxes before the order is delivered.
• Prior to shipping, a Montelle Intimates representative will email international customers to confirm their acceptance of these duties and taxes. If confirmation is not received within 5 business days, the order will be cancelled and refunded.

• If you believe your package is lost, email info@montelleintimates.com as soon as possible.
  • If the carrier confirms loss or we determine an error on our part, we will replace your order.
• We are not responsible for stolen packages. Once an order is marked as delivered by the carrier, Montelle is no longer responsible for the package. Theft or loss after delivery is unfortunately outside our control.
  • Please consider shipping to a secure location.
  • If you believe the package was stolen, file a police report, this may help with an insurance claim.
• We are not responsible for undelivered packages when it is sent to an incorrect or incomplete address provided by the customer or where no one is available to receive the delivery.
  • If a package is returned to us due to failed delivery, you will be credited the order value minus original shipping costs.

Please review our full Return and Exchange Policy before trying on your items to ensure they remain eligible for return or exchange.

We really want you to love our products and how they make you feel.
If you're having second thoughts or need to make a change, don't worry! You have 30 days from the date of shipment to request a refund, exchange, or store credit.

Please note:

• All panties, accessories and any item marked Final Sale are not returnable, exchangeable or refundable. Please check our Final Sale policy for more details.
• All returns must meet our quality standards: items must be unworn, unwashed, scent-free, and with original tags attached.

Simply submit your request through our Return & Exchange Portal – it's quick and easy!

International Returns: Customers are responsible for covering international return shipping costs. Exchanges are not available for international orders—returns only.

Refunds are only issued once your return has been received and inspected at our warehouse. The return will then be processed within 3 to 5 business days.

Refunds & Store Credit

• Visit our Return Portal.
  • (All panties, accessories and any item marked Final Sale are not returnable, exchangeable or refundable.)
• Enter your order number (must begin with "MONCA" or "MONUS") and your email address or phone number.
  • You'll find your order number (alphanumeric code) in your confirmation email or on the slip included in your package.
• Select the item(s) you would like to return and follow the instructions.
• Choose your preferred refund method:
  • Store Credit: Full amount in the form of a gift card code via email (no $5.99 handling fee).
  • Refund to Original Payment Method: Full amount less a $5.99 handling fee.

Important:

• Refunds are only issued once your return has been received and inspected at our warehouse. The return will then be processed within 3 to 5 business days.
• The original shipping cost will not be refunded.
• For any return valued over $200, you must provide proof of drop-off or carrier acceptance (e.g., receipt or tracking scan) to ensure your package is in transit.

Exchanges

• Visit our Return and Exchange Portal to begin your exchange.
  • (All panties and any item marked Final Sale are not returnable, exchangeable or refundable.)
• Enter your order number (must begin with "MONCA") and your email address or phone number.
  • You'll find your order number (alphanumeric code) in your confirmation email or on the slip included in your package.
• Select the item(s) you would like to exchange.
• Choose your exchange option:
  • Item in the same style and color; select the correct size and complete the exchange.
  • Item in a different color or a completely different item; then select option "Shop Now" and choose the item or color that you would prefer. Complete the checkout process and you're done.

Exchanges are free of charge (no $5.99 handling fee).

Final Sale Policy:

• Final Sale items are not eligible for a return, refund, or exchange.
  • We encourage you to review your order carefully before completing your purchase.
• Items purchased at a discount of 50% or greater are considered Final Sale.
• All panties, accessories and any item marked Final Sale are non-returnable, non-exchangeable and non-refundable.

Sale Items

• Sale items with a discount less than 50% follow the same return/exchange guidelines unless otherwise noted.

Additional Guidelines:

• Please avoid wearing perfume or deodorant when trying on garments, as marks or scents will make them ineligible for return.
• Items that appear washed, worn, or smell of smoke or perfume will be refused.
• Items not meeting our return standards will be sent back at your expense if you wish.

Packaging & Shipping Guidelines

• Items must be packaged to protect their shape.
• We recommend using insured, trackable shipping. For any return valued over $200, you must provide proof of drop-off or carrier acceptance (e.g., receipt or tracking scan) to ensure your package is in transit.
• We reserve the right to refuse items damaged due to improper packaging.

Fees & Handling

• Refunds to the original payment method incur a $5.99 handling fee per order (not a return label fee).
• Exchanges and refunds in the form of a credit note are free of charge.
• Combined return + exchange orders will still incur the $5.99 refund fee.
• If returning items from multiple orders in one package, the $5.99 fee applies to each order individually.
• This handling fee covers processing and restocking, regardless of shipping method.

International Returns

• Customers are responsible for all international return shipping costs.
• Exchanges are not available for international orders—returns only.

Returns are processed within 3–5 business days (excluding weekends and holidays), once received by our warehouse and the return is approved.

• Exchanges and store credit: Free of charge (save $5.99).
• Refunds to original payment method: $5.99 handling fee deducted from your refund.

Defective or Incorrect Items

We inspect all orders before shipping, but if there's an issue:

• For an exchange or store credit: Visit our Return and Exchange Portal and follow the "How do I make an exchange?" steps. We will cover any replacement or shipping costs.
• For a refund: Email info@montelleintimates.com. We'll reimburse the $5.99 fee and cover any shipping costs.

Important: Defects must be reported within 14 days of delivery. The manufacturer's warranty may be void if care instructions were not followed.

Final Sale Policy:

• Items purchased at a discount of 50% or greater are considered Final Sale.
• All panties, accessories and any item marked Final Sale are non-returnable and non-refundable.
• Final Sale items are not eligible for a return, refund, or exchange.
  • We encourage you to review your order carefully before completing your purchase.