FAQ

  • What payment methods do you accept?
  • Where is my refund?
  • Can I place an order without creating an account?
  • Where is my order confirmation?
  • How do I cancel my order?
  • Can I alter my order?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?
  • Can I return or exchange an item?
  • How do I return an item?
  • What do I do if I lose my return note?
  • My order has arrived but it’s not as I expected. What can I do?
  • How long does it take to return an item?

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover.

Where is my refund?

We aim to process refunds within 7 days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to 10-15 working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. However you can now log in through your social media quick link, if you’d like to check your order history and have your shopping basket items and payment details saved for next time.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@la-monteiro.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@la-monteiro.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us within 7 days if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Standard shipping packages are delivered through third party like Amazon, FedEx or USPS, hence the delivery timelines may differ between 3-15 days for U.S merchandise and 25-40 days for packages shipped from other countries, as well as during peak holiday times.

What countries do you ship to?

We ship to all 50 states in U.S, Washington DC, U.S. P.O. Boxes, U.S. territories and APO/FPO addresses. Orders outside the Continental US such as Hawaii, Alaska, Territories, APO/FPO will take longer based on address. Same charges apply

How much is shipping?

Free shipping is valid on purchases over $25 and at la-monteiro.com only. Offer cannot be applied to previous purchases or the purchase of gift cards and cannot be redeemed for cash. Free shipping will be automatically applied to qualifying orders at checkout and is valid on shipments to the U.S. Territories, P.O. Boxes and APO/FPO only. 

Purchases under $25 would normally cost a maximum of $5 and is subject to change

Can I track my order?

Yes. We’ll provide updates from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order through " Track Your Order" online.

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 7 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges, you may cancel the order within 24 hours or return it within 7 days from the date of delivery.

How do I return an item?

Please contact our customer service team via support@la-monteiro.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch with us on support@la-monteiro.com and ask for it to be resent to you.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@la-monteiro.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.