– What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
You are protected when:
- The item you ordered did not arrive within the time promised by the seller.
- The item you received was not as described.
- The item you received that was assured to be genuine was fake.
– How do I cancel my order?
When you wish to cancel your order please contact us via email@example.com.
If the order has not been send yet, we will stop the shipping process immediately.
If the order has left the distribution center of the courier we can’t stop them from delivering the order to the address that is given by you. We will have to ask you to start a return process. Only once the order has returned to the warehouse, we will be able to process the cancellation.
– Was my order successful?
Your order has been placed successfully, if you have received an order confirmation by e-mail to the address provided by you in the checkout process. If you haven’t received any confirmation e-mail within 15 minutes after your payment, please check your spambox first. If you still haven't found any confirmation e-mails you can contact us via firstname.lastname@example.org and we will help you further.
– Can I change my order?
We can change your order easily within an hour after submitting your order. If you notify us after the first hour, our ability to stop your order from being send out will be limited.
If we can stop your order we will notify you and we will start the cancellation process.
If the order has left the distribution center of the courier we can’t stop them from delivering the order to the address given by you. We will have to ask you to start the return process.
– Can I change my delivery address?
If you need to change your address please contact us and we will do our best to support you with your request. We can only change the address as long as the order hasn’t been shipped.
– My order is a gift; can you remove the invoice from the package?
For European costumers, we will not include an invoice into the package. The invoice will be send to you by email only.
If you are a costumer outside of Europe, we will have to accompany the package with an invoice due to the fact that the invoice will be used as base for setting the VAT and the import duties by your local customs.
– I have received the wrong product - What to do?
Have you received your watch but it is not according your order details? Please contact our service department at email@example.com and we will correct our mistake immediately.
– Why don't I get the tracking info?
Your order has been sent, but sometimes it takes up to 1- 4 days for tracking info to show up in the carriere tracking system.
– What the shipping time?
We process your order in the next 24 hours, from your payment, due to Customer Money Back Guarantee policy; after this time we contact the warehouse where is located your product and send all informations to go next with shipping process.
The shipping time depends on the destination of the package and the estimated delivery time of our courier is 3 - 7 business days for deliveries in Europe. This may be a little longer for international delivery, because we have many fulfillment centers around the world to ensure your products get delivered to you as quickly as possible.
These factors may include but are not limited to, extreme weather conditions, technical failures, customs delays, etc.
Additionally, please note that during periods of promotional campaigns, delivery times may be longer than usual.
– Where are items coming from?
Although our fulfillment house is located in North America, some of our
specialty items are located in Australia, all Europe and in China. The selection of this product is always based on guarantee quality materials and we are always looking for certificated products.
– Will my items sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
– Where do I track my orders?
Very simple! Head over to our "Track Your Order" page and enter your order number and email address. You can find it in the footer section.
If you have any other questions please email support at firstname.lastname@example.org and we will do our best to help you out.
Returns for damaged goods
Please contact email@example.com with a picture of the damage to get a replacement.
– How are shipping costs calculated?
The most of products have shipping costs free, but sometimes it can be changed based because it depends on the product location and to the customer address; all the additional shipping costs are based on shipping method (air, sea or land) and product weight / volume. For more details on how shipping costs are calculated, please contact us directly.
– Which payment options do you accept?
– Which currency is displayed on the ecommerce?
The prices are stated in Euro but can be changed to other currencies for indication purposes only. The actual payment will always be charged in Euro.
Please note that Montberg will not be held responsible for any discrepancies in currency values or conversion rates that your bank may charge when buying from our website.
– Is my payment information safe?
Your payment details will directly handled by our payment service provider with secure encryption at 256Bit AES encryption and under strict banking standards. These details will be sent directly to your bank without any intercessions by any other parties other than your bank.
– Do you store my payment information?
We do not receive any payment information. All the payments will be handled by our payment service provider. It isn't possible for us to store any information.
– How to search products?
Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.
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