Shipping & Returns
Our goal is to offer you, our customers, the best shipping options, no matter where you live. We deliver to customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.
In order to supply unique and high-quality products at fair prices for you, we work directly with local suppliers (in Australia) and global suppliers (all over the world). This can, in turn, affect shipping times which usually vary from 5-20 business days depending on stock availability, time of purchase and your shipping address. Once your order is placed with our supplier(s), please allow up to 48 hours for your order to be processed. If you place an order on a weekend, your order should be processed the following business day. Please note this can take longer during sale or busy periods.
All items (including globally-sourced items that have passed Australian Customs clearance), are posted via our trusted courier networks with tracking available. We will endeavour to provide you with a tracking number once your order has been dispatched. We promise to do our very best to get your order to you as soon as is practicable.
PLEASE NOTE: We will not, under any circumstances, deliver an order to a post office box. Please ensure your shipping address contains a street address.
Free standard shipping for orders over AU$150 (subtotal, excluding shipping costs) with tracking available.
Standard flat rate shipping is AU$11.50 with tracking available.
If you require Express Shipping, please contact us on email@example.com. Please include a list of items you would like to purchase (quantity, colour, size, etc) and your delivery address. We will get back to you shortly with a quote for shipping, including estimated shipping time.
Free Click & Collect Service (no minimum spend required)
This is offered to help reduce our carbon footprint and to cater for customers with small/top-up orders.
Free Click & Collect is available as a free local pickup option in your cart upon checkout, regardless of your cart’s total amount.
Pickup location details will be from a Melbourne CBD location, with full location details released by Monte & Co in a subsequent collection notification email (usually emailed within 48 hours of placing your order and/or after full payment of your order is received).
For security & identity purposes, we will require you to produce your collection notification email or a valid photo ID upon collection.
If you nominate a friend or family member to collect the order on your behalf, we will require your nominated friend or family member to produce a copy of your order collection notification email accompanied with a written note by you authorising your nominated friend or family member to collect the order on your behalf. We will also require your nominated friend or family member to provide their own photo ID to match the name you’ve authorised for collection.
If you are based outside of Australia and would like to place an order with Monte & Co, please email us at firstname.lastname@example.org. Please include a list of items you would like to purchase (quantity, colour, size, etc) and your delivery address. We will get back to you shortly with a quote for shipping, including estimated shipping time.
REFUNDS & RETURNS
If an eligible returned item is accepted and authorised by Monte & Co, an approved refund is issued via a store credit (minus any shipping costs you paid at original purchase). See below for what items are eligible for returns.
Faulty items: If an item is faulty, please let us know and we will arrange to have it replaced.
Damaged items: We take great care in packaging and items rarely arrive damaged. However, in the rare event your item(s) arrive damaged, please contact us immediately and in any event within 48 hours of receiving your order, and we will (at our discretion) either refund your purchase price (minus any shipping costs you may have paid at original purchase) or send you replacement items. We ask that you take a quick picture of the damaged item(s) and email it to us at email@example.com. This way we can make every effort to prevent it from happening again.
Undeliverable items: If a package is returned to us marked ‘undeliverable’, we will contact you to organise re-delivery at your own cost.
No exchanges or ‘change of minds’: Due to our business model, we are unable to accept nor fulfil any exchanges or returns for change of mind. Therefore, please ensure you have checked the item’s description details fully or contact us to clarify anything you are unsure of prior to purchase.
Eligible Returns Process:
We accept returns on eligible items within 3 business days of you receiving your order. You will be responsible for paying your own shipping costs to return your item back to us.
Returned items must be in its original condition and in its original packaging (with all original tags attached) in order to receive a store credit. If you would like to return your item(s), please email us prior to returning at firstname.lastname@example.org and outline your reason(s) for the return and supply your original Order number, date of purchase and a photo of each returned item.
Items NOT eligible for returns or refunds are as follow:
- Sale, discounted or backordered items
- Items damaged or soiled through wear and tear
- Monogrammed and embroidered items
- Grooming and cleaning items
- Perishable items (eg. food, treats)
If your return is authorised, you will receive further instructions on how to return your item(s). Please do not return any item(s) without prior approval from Monte & Co.
Please allow up to five (5) business days from the day your return is received by Monte & Co for it to be processed. You will be notified via email as soon as your return has been completed.
If you receive a refund, a store credit will be issued to you, minus any shipping costs you paid at original purchase (please note shipping costs are always non-refundable).
We reserve the right to refuse returned items if the items do not comply with our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately, without the items we cannot issue a replacement or refund. We strongly suggest you send your returned item(s) using a traceable method.
If you have any further questions, please feel free to contact us at email@example.com.Contact Us