Returns policy

At Monty’s XI, we want you to be satisfied with your order. If you’re not, you can return items within 30 days of delivery. This policy explains how returns work, which items are eligible, and how refunds are handled.

Eligibility

Items must be unused, unwashed, in their original condition, and include all packaging. Sale, seconds and sample items are not returnable and are marked as such when purchased. Custom or pre-ordered items that are made to order are also non-returnable. We recommend trying items indoors to avoid any marks or wear that would make the item ineligible for return.

How to Return an Item

To begin a return, email orders@montyseleven.co.uk with your order number as the subject title. Quickly state in the email what items you would like to return, and our team will email you a shipping label. 

Costs associated with returns are covered by the customer unless there are extenuating circumstances. 

Packaging and Sending Your Return

Place the item in suitable packaging. You do not require a returns slip, the details you provide in the initial email will be sufficient. There is no need to write an address on the parcel, all the information including the destination address is contained within the QR code. 

Take the parcel to your local post office and let the member of staff scan the QR code. They will print a label and the order will be returned to us!

Faulty or Incorrect Items

Check your order upon delivery. If an item is faulty, damaged, or incorrect, contact us immediately. In these cases, we will cover the cost of the return. We will assess the issue and make sure the situation is resolved promptly.

Exchanges

We do not offer direct exchanges. If you want a different size or item, return the original product following the process above and place a new order.

Refunds

Once your return is received and inspected, we will email you to confirm whether the refund is approved. Approved refunds are issued to the original payment method. Refunds exclude return shipping costs unless you are returning a faulty or incorrect item. Banks and card providers may take additional time to process the refund after we issue it.

Free Gifts

If your order included a free gift and you return items that bring the order below the qualifying value, the free gift must also be returned. If it is not included, the value of the free gift will be deducted from your refund.

Contact

For any questions about returns, email us at orders@montyseleven.co.uk.