Frequently Asked Questions

ORDERS

How do I know my order was received?

After placing an order, you should receive an order-confirmation email at the address used during checkout. Please review the confirmation carefully and contact orders@montclairandvale.com promptly if any information appears incorrect.

Can I change or cancel my order?

Contact orders@montclairandvale.com as soon as possible. We will make a reasonable effort to assist, but changes and cancellations are not guaranteed after processing or fulfillment has begun.

Why was my order canceled?

An order may be canceled because of product unavailability, payment-verification issues, pricing or inventory errors, shipping restrictions, suspected fraud, or an inability to fulfill the order. When an order is canceled after payment has been collected, the applicable amount is returned to the original payment method.

SHIPPING

How long does order processing take?

Most orders are processed within 2–4 business days. Business days are Monday through Friday and exclude recognized holidays. Processing time is separate from shipping time.

How much is United States shipping?

• Orders below $100: $7.95 standard shipping
• Orders of $100 or more: Free standard shipping

The free-shipping minimum is based on the merchandise subtotal after discounts and before taxes, gift cards, duties, and other charges.

How long does delivery take within the United States?

Estimated standard delivery is generally 5–12 business days after processing. Delivery estimates are not guarantees and may vary because of the destination, product availability, fulfillment location, supplier, carrier, weather, and other circumstances.

Do you ship internationally?

Yes. Montclair & Vale ships to eligible international destinations shown at checkout. International shipping rates are calculated at checkout.

How long does international delivery take?

Estimated international delivery is generally 7–21 business days after processing. Customs clearance, local carrier procedures, holidays, inspections, weather, and other conditions may extend delivery time.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, value-added taxes, brokerage fees, handling fees, or other charges. Unless checkout specifically states that these charges were prepaid, the recipient is responsible for paying them.

Why did my order arrive in more than one package?

Items may be fulfilled from different locations or suppliers. One order may therefore arrive in multiple packages, on different dates, and with separate tracking numbers.

How do I track my order?

Tracking information is generally sent to the email address associated with the order when it becomes available. Tracking may take 24–72 hours to update after the shipment notification is issued.

What should I do if tracking says delivered but I cannot find the package?

First, verify the shipping address and check all entrances, mailrooms, parcel lockers, secure delivery areas, household members, neighbors, building staff, and property management. Allow up to 48 hours because some carriers may mark a package delivered shortly before completing delivery.

If the package remains missing, contact support@montclairandvale.com with your order number and tracking information.

RETURNS AND REFUNDS

What is your return period?

Eligible items may generally be returned within 30 days of delivery, subject to the requirements and exclusions in our Return and Refund Policy.

How do I start a return?

Sign in to your Montclair & Vale customer account and submit a return request. Do not mail merchandise until the return is approved and return instructions have been provided.

How much does return shipping cost?

A flat $9.95 return-shipping fee generally applies to approved returns unless otherwise stated or required by law. The fee may be deducted from the refund.

What condition must returned items be in?

Items must generally be unworn, unused, unwashed, undamaged, and returned with original tags, packaging, accessories, and protective materials when applicable.

Are any items excluded from returns?

Some products may be nonreturnable because of hygiene, health, safety, customization, final-sale status, or other stated restrictions. Review the product page and Return and Refund Policy before ordering.

Can I exchange an item?

Direct exchanges may not always be available. The fastest option is often to return the eligible item and place a new order for the preferred size, color, or style.

How long do refunds take?

After a return is received, it is generally inspected within 5–10 business days. Approved refunds are issued to the original payment method. Additional processing time may be required by the bank or payment provider.

PRODUCTS AND SIZING

How do I choose the correct size?

Review the product description and any available size chart before ordering. Sizing may vary between brands, styles, manufacturers, and suppliers.

Will product colors look exactly the same in person?

We make reasonable efforts to display colors accurately, but appearance may vary because of photography, lighting, manufacturing differences, screen settings, and device displays.

Will sold-out items return?

Some items may be restocked, while others may be seasonal, limited, or discontinued. Availability is not guaranteed.

PAYMENTS AND PROMOTIONS

When is my payment processed?

Payment is authorized or collected during the ordering process according to the selected payment method. An order may still be reviewed or canceled for a permitted reason after payment authorization.

Can promotions be combined?

Discounts and promotions may not be combined unless the applicable offer specifically states otherwise.

Can a discount be applied after an order is placed?

Discounts and shipping promotions cannot generally be applied retroactively to completed orders.

CONTACTING US

Which email address should I use?

General customer support: support@montclairandvale.com
Existing orders: orders@montclairandvale.com
Returns: returns@montclairandvale.com

What information should I include when contacting you?

For order-related assistance, include your full name, order number, the email address used during checkout, and a clear description of the issue. Include photographs when reporting damage, defects, or an incorrect item.

When is customer service available?

Customer service is available Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time. We aim to respond within 1–2 business days.

For complete details, please review our Shipping Policy, Return and Refund Policy, Privacy Policy, Terms of Service, and Contact Information through the footer of our website.