— I want to return my product, what do I have to do?
To return your product, you must contact us through one of the following methods, indicating the order number and the item to be returned:
You have two options when returning a product:
- Request a refund: in this case, the cost of shipping the product is at your expense. You must send it to the following address: Calle Buenavista, 8, Boadilla del Monte (Madrid), 28660, Spain.
- Exchange the amount of the garment for a voucher (or "Store Credit"): we will send you a voucher by email in the form of a gift card with the equivalent amount to use whenever you want (this card cannot be returned). In this case, the costs of shipping the item to be returned are borne by us. This option is only available to customers from the Iberian Peninsula and the Balearic Islands (and the Canary Islands if they have purchased in our store through the Banango app).
In either case, the shipping costs you paid for your purchase are not refundable or exchangeable.
— How long do I have to return it?
You have 30 calendar days to return your purchased products from the date you received the item. To comply with the withdrawal period, the merchandise must arrive at our offices within those 30 calendar days. After those 30 days, unfortunately, we will not be able to offer you a refund or any exchange.
Also, please keep in mind that, depending on where you live, the time it takes to transport your return may vary.
*Purchases made during the Black Friday period will have a 60-day return period.
— What conditions must I meet to be able to return the product?
Your item must be unused and in the same condition that you received it. You must also retain its original packaging and labeling.
Please note that there are certain products that cannot be returned:
- The intimate underwear.
- Return vouchers.
In addition, orders that have benefited from a promotion or product package (eg: 2x1, 3x2, socks, etc.), must be returned in full to receive a refund; that is, with all the garments that made up the package or promotion.
— When will I receive the refund?
Please allow at least 14 days for us to receive and process your return. Once the garment is received and verified that all the requirements are met, we will try to reimburse you within 3 business days for the corresponding amount according to the original payment method.
In case of having purchased in a promotion, refunds are made with reference to the price of the original purchase, not the current one at any time or the one subject to a current temporary offer.
— More than 7 days have passed since they confirmed that they would refund me and I still have not received my refund, who do I contact?
First of all, please contact the payment method company (PayPal, Google Pay, Apple Pay, etc.), your credit or debit card company, and/or your bank. In this sense, please keep in mind that it may take some time for these entities to officially reflect the refund in your account.
If you have already done all of the above and still have not received the refund, you can contact us by writing to firstname.lastname@example.org .
— Can I change the size of a product for another?
We do not accept size changes. If you wish to do so, you must request to exchange the amount of the garment for a voucher in the form of a gift card, in accordance with the steps indicated above which, in any case, we will explain to you by email (email@example.com).
— Does the gift card that I have bought admit a return?
Gift cards purchased in our store are refundable as long as they have not been used. To do this, you have 14 calendar days to exercise your right of withdrawal and claim a refund of the amount paid in the purchase of the virtual gift card. Please review all the Terms and Conditions of Use of Montdebó Gift Cards.
For all other questions about returns, exchanges and refunds, you can contact our Customer Service:
Phone or WhatsApp: +34623564038 | Available from Monday to Thursday, from 09:00 to 17:00; and Friday, from 9:00 to 14:00 (Spanish peninsular time / CET).