Welcome to our Returns & Exchanges Policy. Our commitment to excellence extends beyond the initial purchase, ensuring that you feel confident and supported throughout your shopping experience with us. Whether you've encountered a defect or received an incorrect item, we're dedicated to resolving any issues promptly and efficiently. Read on to discover our comprehensive returns guidelines.
Can I return my order?
Due to the personalised nature of products, we are unable to accept returns or exchanges if you change your mind. If an item has been incorrectly personalised by us, please reach out to our team with a copy of the invoice and a photo of the item to hello@montlaurent.com.au
All orders are personalised to the specifications you have entered at checkout. Please note we cannot be held liable for items which have been entered incorrectly. We are unable to modify, cancel, refund or return orders that have been made in error. For items that are not personalised, we can offer an exchange. Please also check you have entered the correct delivery address at checkout as Mont Laurent will not be held accountable for incorrect delivery addresses entered at checkout.
Please note, customers are liable for exchange shipping charges. We recommend you return your order with Australia Post and keep a copy of the tracking information. MONT LAURÉNT will not be held responsible for any items lost in transit.
To initiate the exchange, please contact us at hello@montlaurent.com.au before returning your product.
My item arrived damaged, what can you do?
All personalised glassware and leather orders are quality checked prior to dispatch. Should your order arrive damaged, please send us a clear photo of the damaged product with a copy of your invoice.
Once you have submitted the above information, our team will investigate and be in contact within 5 business days to provide a replacement or discuss further.
For broken glass, please dispose of this safely and do not return it to us (mailing broken glass is prohibited).
A Note On Glassware Imperfections & Flaws
All of our French and European glassware has been hand-crafted and made from handblown crystal or premium glass. As it is impossible to achieve a 100% flawless glass free of imperfections, our glasses may contain natural seeds, bubbles and lines from time to time. These features are not considered a fault or flaw and don't effect the glass quality.
A Note on Personalised Leather Monogramming
Please note all types of leathers (Saffiano, pebble etc.) will wear differently. Please avoid rubbing the gold or silver foil against any perfume, wet or rough surfaces. A fading monogram is not considered a fault but general wear and tear.
I have an issue with my order, how can you help?
All orders are quality checked prior to dispatch. We cannot provide a return or exchange on products due to change of mind on products that have been personalised.
For faulty orders, MONT LAURÉNT will replace or provide a store credit if we deem there is a fault. Please reach out to our team with photos and a copy of your invoice prior to making the return. The customer is liable for shipping return fees but will be reimbursed should our team confirm the fault.
For all other order queries, please reach out to our team at hello@montlaurent.com.au and we will look into the issue.
Can I return unpersonalised items for an exchange or refund?
For any item that has not been personalised, we are happy to exchange the product once the items(s) have been returned to us.
To qualify for an exchange, you must have proof of purchase (order number) and the item must be returned to us in original condition within 14 days of receiving your order to be eligible. Shipping and return charges are the responsibility of the customer. If 14 days have passed since the purchase date, a refund or exchange will not be offered under any circumstance.
To initiate an exchange or return, please reach out to our team at hello@montlaurent.com.au
Do you offer refunds or exchanges on your sale items?
All sales are final and are not eligible for returns. All personalised glassware is not eligible for a return unless faulty in which case we will re-ship. All unpersonalised sale items are not eligible for a refund.
I accidentally placed an order or put in incorrect details, what do I do?
MONT LAURÉNT will not amend an order once it has been placed and already processed (personalised). We are not liable for any incorrectly placed orders. Please double check the order including personalisation details and shipping information prior to placing the order. Where possible, our Customer Care team will make every effort to amend an order however we cannot make any guarantees.
Please note, the personalisation font size and location placement of the monogram is at the discretion of MONT LAURÉNT.
