FAQs

Ordering & Payment

Q: What payment methods do you accept? A: To make shopping as secure and stress-free as possible, we primarily operate on a Cash on Delivery (COD) model. This means you don't have to pay anything upfront—you simply pay for your new bag when it is delivered directly to your doorstep!

Q: Can I change or cancel my order after placing it? A: Yes, you can cancel your order or change your shipping address completely free of charge, as long as you contact us before 5:00 PM CST (Central Standard Time) on the same day the order was placed. Once the cutoff has passed or your order has shipped, we are unable to make any changes or cancel it.

Shipping & Delivery

Q: How much does shipping cost? A: Shipping is 100% free on all orders! There are no hidden fees or minimum purchase requirements at checkout.

Q: When will my order arrive? A: Our total delivery time is between 5 and 11 business days. This includes a short processing time of 1 to 3 business days to prepare and pack your bag, followed by a transit time of 4 to 8 business days.

Q: How can I track my package? A: Within 48 hours of your order being processed and leaving our warehouse, we will send you a shipping confirmation email that includes a unique tracking number so you can follow your bag's journey.

Returns & Refunds

Q: What is your return policy? A: We offer a 30-day return window from the date your order is delivered. To be eligible, your tote or handbag must be completely unused, unwashed, and in the same condition you received it, with all original tags attached.

Q: Do I have to pay for return shipping? A: If your bag arrives damaged, defective, or we sent the wrong item, we will cover the return shipping costs. However, for preference-based returns (e.g., you changed your mind or want a different style), you will be responsible for the return shipping fees.

Q: How do I get my refund since I paid with Cash on Delivery (COD)? A: Great question! Once your return reaches us and is inspected, our support team will reach out to ask for your preferred payment method. We will then process your full refund securely via a direct bank or mobile transfer within 7 days. We never charge restocking fees!

Q: Can I exchange my bag for a different color or style? A: We currently do not offer direct exchanges. The quickest way to get the bag you want is to return your original purchase for a full refund and place a fresh order on our website.

Contact Us

Q: What if I have a question that isn't answered here? A: We are always happy to help! You can reach our friendly support team at support@montravo.shop or call us at +1 860-456-8888. We are available Monday–Friday, 9:00 AM – 5:00 PM (EST).