FAQs

Below is a list of Frequently Asked Questions – we hope they'll answer any queries you may have.
However, if you can't find the answer you are looking for, or you have concerns or comments you'd like to speak to us about, please contact our Customer Services Team at info@18montrose.com  

NEW SITE FAQs

What has happened to my customer account?

Your account details have not been transferred so you will have to register for a new account. To register for a new account please click here.

I ordered on the old site, does this affect anything with that order?

For recent orders, dispatch will progress as normal and refund details can be found on the order slip included with your delivery. You will not be able to view this order in your order history. For any order queries please contact info@18montrose.com

I would like a refund on an order that I placed on the old site.

Please contact info@18montrose.com who will be able to help you with this request.

I have a gift card or discount code with 18montrose, will I be able to use this on the new site?

All balances and discount codes will be transferred to the new site. You will need to create a new customer account and contact customer services at info@18montrose so that the balance can be credited to your new account.

Will I still receive email marketing campaigns?

If you were already subscribed to receive our email campaigns, then you will continue receiving these. If you want to subscribe please click here

Can I purchase without being charged for VAT on non EU orders?

VAT will only be included in your purchase price if your goods are delivered within the EU. Goods shipped outside the EU will display prices that do not include VAT. You may however be charged local duty or taxes when the goods enter the delivery country.

What currencies can I purchase in?

Our website transacts in four different currencies: GBP, Euros, Yen and U.S. Dollars. For more information on payment please click here.

PLACING MY ORDER

I'm having difficulty with sizing, can you help?

All sizes and measurements on our site are approximate and should be used as a guide only. Unless otherwise stated, sizes indicated are UK sizes. Contact our customer service team at info@18montrose.com and we will be happy to help with any additional sizing information.

I'm having difficulty placing an order, can you help?

The easiest solution is to contact our customer service team at info@18montrose.com and we will be happy to help deal with your issue.

Can I order over the phone?

Due to a change in customer service policy, we are unfortunately unable to take orders over the phone. However, we are happy to guide you through your order if you are having problems.

Can I change my order once placed?

Once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. Please contact us within 30 minutes of placing the order, and we will cancel this for you. Please note we cannot guarantee cancellation after more than 30 minutes.

What types of payment does 18montrose accept?

Accepted:

  • Visa
  • Visa Electron
  • MasterCard
  • Delta
  • Solo
  • Maestro
  • American Express
  • JCB
  • Discover
  • PayPal

Not Accepted:

  • ELV (Elektronisches Lastschriftverfahren) (Germany)
  • Dankort (Denmark)
  • Laser card (Ireland)
  • Cash on delivery (Germany)
  • Off-line Bank Transfer
What currency will I be charged in?

Our website transacts in four different currencies: GBP, Euros, U.S. Dollars and Japanese Yen. To keep things simple the currency that you browse and purchase in will be determined by your delivery address.

I have paid using PayPal but cannot see my order history in my account?

For all PayPal orders, you will not be able to view the order within your account. Part of the Paypal Express terms specifies that we are not able to capture this data, so please keep your Order Confirmation email safe as this will be your only order reference. You will still receive your Dispatch Confirmation email as normal when the order is shipped.

Will I need to provide any further information in order to verify my payment?

Before we are able to process your order, we may need to confirm some details with you or your card issuer. We will contact you as soon as we can to inform you of this and will do our best to keep delays to a minimum. Your order processing time starts when the requested documentation has been provided and accepted.

When will my credit or debit card be charged?

We never charge your credit card until your order is ready to ship, and we will not bill you for items that are unavailable. A pending amount may appear on your statement immediately after placing your order as a measure to authorize your card. However, the amount will not be processed until the time of shipment; any pending amount will disappear shortly after order placement.

Can I have my order sent to a delivery address different to my payment address?

You can only specify a different delivery address from your billing address if it is your place of work. Just fill in your office address details at the checkout when prompted. We cannot change the delivery address of a parcel once your order has been placed.

Please be aware that where possible your order must be signed for at the delivery address given when the order was placed. Couriers will occasionally leave parcels at an alternative address, with a neighbour, or in an unsecured outside space, at their discretion.

Do you deliver to PO BOX addresses and freight forwarders?

Unfortunately, we do not deliver to PO BOX addresses or freight forwarders for security reasons. We recommend that your items be sent to a home or work address where the parcel can be signed for in order to avoid any delays in receiving your items.

Will I have to pay customs and import charges?

We ship all parcels Delivery Duties Unpaid (DDU). Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost will be, as customs policies and import duties vary widely from country to country.

We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

DHL have contacted me for further information for my country customs department, what should I do?

Each country has their own goods import procedures which can vary from place to place. From our experience, US customs do sometimes require further details of a high-value order, such as manufacturer details/IRS number. If you have an order in customs, please contact customer services at info@18montrose.com quoting your order number and we can help you resolve the matter as fast as possible.

Is VAT included in my purchase price?

VAT will only be included in your purchase price if your goods are delivered within the EU. Goods shipped outside the EU will display prices that do not include VAT. You may however be charged local duty or taxes when the goods enter the delivery country.

DELIVERY

How much does shipping cost?

UK DELIVERY

  • FREE standard deliveries on all orders over £150
  • STANDARD 2-3 days (DPD) £4.95
  • EXPRESS 1 day* (DHL) £7.95

EU DELIVERY

  • FREE standard deliveries on all orders over €180
  • STANDARD 2-3 days (DPD) €7.95
  • EXPRESS 1 day* (DHL) €11.95

USA & CANADA DELIVERY

  • FREE on all orders over $225
  • EXPRESS 2-3 days (DHL) $19.95

JAPAN DELIVERY

  • FREE on all orders over ¥ 27,500
  • EXPRESS 3-5 days (DHL) ¥ 2695

AUS, HK, CHINA, SINGAPORE, S.KOREA DELIVERY

  • FREE on all orders over $225
  • EXPRESS 3-5 days (DHL) $29.95

REST OF THE WORLD DELIVERY

  • FREE on all orders over $300
  • EXPRESS 3-5 days (DHL) $29.95
When will I know my order has been shipped?

You will receive a 'Dispatch Confirmation' email from us with your DHL tracking number when your order has been shipped. Please note, confirmation emails are sent once a day around midnight BST.

How do I track my order?

For up-to-date information on the status of your delivery, you can track your order using the link provided inside your 'Dispatch Confirmation' email.

Alternatively, you can enter your tracking number directly onto the DHL to track the progress of your delivery at www.dhl.com.

Unfortunately, 18montrose are unable to track orders for you once they have left our warehouse.

I have missed my delivery, what happens next?

In any instance where our couriers are unable to deliver a package due to an incorrect address entered by the customer, unpaid duties, multiple failed attempts to reach the customer point of delivery, or otherwise, your parcel may be returned to us. Undeliverable returned parcels will usually be refunded minus your original shipping costs, within 3-5 working days of receipt. However, this is at the discretion of the returns team, based on how long your parcel has taken to get back to us.

RETURNS

How do I return an item or order?

UK FREE RETURNS

Free and easy UK Returns with Collect+

If you wish to return an item to us, please ensure that you make your return within 14 days of receipt. For free returns with collect+, please follow these easy steps:

  • To return your order please sign into your account and go to My Orders - If you have purchased as a guest please click here

  • Register your refund or exchange request by viewing the order and clicking on Return

  • Fill out the returns form included in your parcel, stating the Returns Authorisation Number and include inside parcel

  • Download and print your free 18montrose Collect+ label here

  • Affix label to parcel and drop at your local Collect+ affiliated store

  • Ensure you keep your Collect+ proof of sending for tracking and insurance purposes

*Once we have received your return, this will be processed within 3-5 working days. Please be advised that we will notify you only when the return has been processed. Original postage and packaging is not a refundable cost. All returns must be received in their original condition and packaging, including product tags. All sales of fragrances, swimwear and underwear are final and cannot be exchanged or refunded. 

If you believe that the item you have received may be faulty, please email customer services on info@18montrose.com and await further advice before making your return. 

INTERNATIONAL RETURNS

If you wish to return an item to us, please ensure that you make your return within 14 days of receipt using a tracked and insured courier of your choice. Return shipping costs are the responsibility of the customer as we currently do not offer free international returns. To send something back to please follow these easy instructions:

  • To return your order please sign into your account and go to My Orders 

  • Register your refund or exchange request by viewing the order and clicking on Return

  • Fill out the returns form included in your parcel, stating the Returns Authorisation Number and include inside parcel 

  • All return paperwork, customs forms and the outer packaging must be clearly marked as “RETURNED GOODS - OF NO COMMERCIAL VALUE” to prevent the parcel being held in customs or refused on delivery

  • Using a tracked, insured and signed for delivery service, please send your return to the following address:

    18montrose returns
    Alpi UK
    Miles Gray Road
    SS14 3HJ Essex
    United Kingdom
  • Please keep your proof of sending for tracking and insurance purposes.

*Returned goods remain the customer’s responsibility until signed for at our Warehouse. Once we have received your return, this will be processed within 3-5 working days and you will be notified by email. Original postage and packaging is not a refundable cost. All returns must be received in their original condition and packaging, including product tags. All sales of fragrances, swimwear and underwear are final and cannot be exchanged or refunded.

If you believe that the item you have received may be faulty, please email customer services on info@18montrose.com and await further advice before making your return.

I've partially paid with Store Credit, how will I be refunded?

I've partially paid with Store Credit, how will I be refunded?

When paying partially with Store Credit, the credit will be split proportionally between the items. When returning goods, you will be refunded the proportion that you paid via Store Credit back to Store Credit and the rest back on to your original payment method. This will be the case whether returning some or all of the goods from your order.

What if my order is not correct?

Unfortunately, every so often mistakes happen. We will do our best to fix them and correct any issues you may have. If you notice that we have made a mistake with your order, please email us at info@18montrose.com, and we will try to resolve it as soon as possible. Please include your order reference at all times when-mailing customer services.

What happens if the item I would like to exchange for is out of stock?

If your item is not in stock, you will not be able to request an exchange when registering your return. In this instance, we suggest you register a return for a refund instead – as all available stock is shown online. If the item comes back in stock, it will show online and you can place a new order in the meantime to secure the stock.

What if my item is faulty?

Returns of faulty items will only be accepted if the goods were faulty when delivered to you. As soon as you discover a fault, please contact customer services with your order number, the faulty item's name and product code and a description of the fault along with photos.

All items returned as faulty will be inspected on receipt, and we will be in touch as soon as possible to let you know how to proceed.

Any items deemed to subject to fair wear and tear will not be accepted as faulty.

AVAILABILITY AND PROMOTIONS

Are there currently any online promotions?

To receive information on 18montrose promotions, please sign up to our mailing list, or alternatively follow us on Twitter, Facebook or Instagram.

The item I am looking for has sold out, will you be re-stocking?

Some of the items on our website sell out quickly, however, we regularly update our site so it's worthwhile checking back again.

In the meantime, if you would like to find out whether a particular style is coming back into stock, please contact our customer service team at info@18montrose.com and we will be happy to answer any questions.

The item I ordered is out of stock, what happens now?

Unfortunately, we cannot always guarantee the availability of products. If the item you ordered becomes unavailable, we will immediately notify you by e-mail. In this instance we will refund you for the item(s) affected.

Will 18montrose price match with other retailers?

If you have found an item on our website cheaper elsewhere we are happy to check if we can match their price. Please contact Customer Services via email: info@18montrose.com and we shall be happy to help. Please note that we are unable to match promotional or sale prices, or prices on items that are sold out elsewhere.