Returns & Refunds

Last updated: August 2026

We want you to be happy with your Montcleaf shoes. If they're not right, here's everything you need to know.

How long do I have to return my order?

You have 30 calendar days from the date of delivery to return any item you don't wish to keep. This goes beyond the 14-day minimum set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your statutory right to cancel: under those Regulations you have 14 calendar days from the day you receive your order to tell us you wish to cancel, and a further 14 calendar days to send the goods back. Our 30-day policy is offered in addition to — and does not replace — this right.

Condition of returned items

You are entitled to inspect and try on your shoes as you would in a shop. Please try them on indoors, on a clean carpeted surface, keeping the soles unmarked.

To be returned, items should be:

Unworn outdoors, with clean and unmarked soles
In original condition, free from damage, scuffs or odours
Complete, with the original box, dust bags and any tags included

If an item is returned showing signs of handling beyond what would be reasonable in a shop, we may deduct an amount from your refund to reflect the reduction in its value. We will always tell you before making any deduction, and explain how it was calculated.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or is not what you ordered, you have rights under the Consumer Rights Act 2015, including a 30-day right to reject the goods for a full refund.

Contact us at supportmontcleaf@gmail.com with photographs of the issue and we'll resolve it as a priority — replacement or full refund, whichever you prefer. We cover all costs in these cases, including return postage. You will not be asked to pay anything.

Who pays for return postage?

Change of mind returns: the cost of return postage is paid by you. We recommend using a tracked postal service and keeping your proof of postage until your refund is confirmed.
Faulty, damaged or incorrect items: we cover the full cost of return postage, and issue a replacement or refund at no cost to you.
In transit: returns remain your responsibility until they reach us. Please keep your proof of postage — if a return is lost in transit and you have valid proof of postage, we will review your case individually.

How to start a return

Email supportmontcleaf@gmail.com with the subject line "RETURN – Order #[your order number]".
Tell us the reason for the return, and attach photographs if the item is faulty.
We'll reply within one working day with return instructions and the return address.
Send the item back, well packaged, to the address we provide.
Keep your proof of postage until your refund is confirmed.

Please contact us before sending anything back, so we can give you the correct return address and track your parcel. If you have already exercised your statutory right to cancel, your right to a refund is not affected if you return the goods without contacting us first.

When will I receive my refund?

Refunds are issued to the original payment method.

For cancellations under your statutory right, we will refund you within 14 calendar days of receiving the goods back, or of the day you provide evidence that you have sent them back — whichever is earlier.
For all other returns, we aim to process your refund within 14 calendar days of receiving the item.
Your original delivery charge is refunded in full where you cancel under your statutory right to cancel. (All Montcleaf UK delivery is free, so this will normally be £0.)
Depending on your bank, funds can take a further 3–5 working days to appear on your statement.

You'll receive a confirmation email as soon as your refund has been processed.

Items excluded from return

We cannot accept returns of:

Made-to-order or personalised items produced to your specifications
Items returned with clear signs of outdoor wear, marked soles, staining or odour

These exclusions do not affect your rights in relation to faulty goods.

Combining returns

If you're returning more than one item from the same order, you can send them back together. If they're from different orders, please email us first so we can make sure each refund is processed correctly.

Questions

Email us at supportmontcleaf@gmail.com. We aim to reply within one working day.