FAQs
Orders & Shipping
How long does it take to process an order?
All orders are subject to payment verification and availability checks before shipment.
Orders are typically processed within 1–2 business days after payment confirmation. During periods of high demand, promotional campaigns, or public holidays, processing times may be slightly longer.
Once your order has been processed and handed over to the carrier, delivery times vary depending on the destination country.
Please note that processing time and delivery time are separate. The estimated delivery times shown in this policy apply after the order has been dispatched.
For orders containing special-order, customized, or supplier-shipped products, additional processing time may be required. In such cases, customers will be informed accordingly.
We do not process or dispatch orders on weekends or public holidays.
Do we ship internationally?
Yes, we ship to all countries within the European Union.
Shipping rates vary depending on the destination country and are displayed at checkout. We also offer free standard shipping on orders over €150.
Estimated delivery times after dispatch:
- Zone 1 (Hungary, Austria, Slovakia, Czech Republic, Slovenia): 1–3 business days
- Zone 2 (Germany, Poland, Croatia, Romania): 2–5 business days
- Zone 3 (France, Netherlands, Belgium, Luxembourg, Italy, Denmark): 3–6 business days
- Zone 4 (Sweden, Finland, Spain, Ireland, Portugal): 4–8 business days
- Zone 5 (Bulgaria, Greece, Estonia, Latvia, Lithuania, Cyprus, Malta): 4–10 business days
Please note that delivery times are estimates and may vary due to carrier operations, weather conditions, or other circumstances beyond our control.
Payments
What payment methods do we accept?
We accept all major credit cards, PayPal, Apple and Google Pay, making checkout fast and secure. All payments are encrypted to ensure a safe shopping experience for parents.
Returns & Refunds
What is our returns and refunds policy?
We want you to be happy with your purchase. You can request a return within 90 days of receiving your order.
For returns under our voluntary 90-day return policy, the product must be unused, unworn, free from stains or damage, and in its original, resalable condition, with its tags and original packaging where reasonably possible.
When returning or exchanging footwear, please do not use the shoebox itself as the shipping package, as it may become damaged during transport. Please place the shoebox inside a separate protective outer package before sending it back.
Customers are responsible for arranging and paying the direct cost of returning the goods. This also applies when exercising the European Union’s statutory 14-day right of withdrawal.
Return shipping costs are covered by Mountex if the product is defective, damaged upon delivery, incorrect, or otherwise not in conformity with the order.
Once we have received and inspected your return, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method. For returns under our voluntary return policy, refunds are normally processed within 5–7 business days.
For more information or to start a return, please visit our Returns page or contact us at orders@mountex.com.
Account Info
Do you need an account to place an order?
No, you can check out as a guest.
However, creating an account allows you to track orders, manage returns and save your shipping details.
How can you update your account details?
You can update your name, email, password, or saved addresses by logging into your account dashboard.
All changes are saved immediately and used for your future orders.