FAQ
Montblanc Europe FAQ
Welcome to the Montblanc Europe Online Store.
Below are answers to some of our most frequently asked questions. If you cannot find the information you need, please contact our Customer Service team.
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Orders
How do I place an order?
Simply browse our website, select your preferred product, choose any available options, add the item to your shopping cart, and proceed to checkout by following the on-screen instructions.
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Do I need to create an account?
No.
You may be able to place an order as a guest.
However, creating a Montblanc account allows you to:
* Track your orders
* Save multiple shipping addresses
* View your order history
* Manage your personal information
* Receive exclusive offers and updates
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Can I modify or cancel my order?
If your order has not yet entered the shipping process, we will do our best to assist you with:
* Order cancellation
* Shipping address changes
* Contact information updates
* Recipient information changes
Once an order has been dispatched, modifications or cancellations may no longer be possible.
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How can I check my order status?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can also check your order status by logging into your account or contacting Customer Service.
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Payment
Which payment methods are accepted?
Available payment methods may include:
* Visa
* Mastercard
* American Express
* PayPal
* Apple Pay
* Google Pay
* Other secure payment methods displayed during checkout
Available payment methods may vary depending on your country.
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Is my payment secure?
Yes.
All payments are processed through secure encrypted payment gateways using SSL encryption and industry-standard security measures.
Your complete payment card information is never stored on our website.
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Shipping & Delivery
Which countries do you deliver to?
We currently provide delivery services to customers within the European Union (EU) and the European Economic Area (EEA), subject to delivery availability.
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Where are orders shipped from?
Most online orders are shipped from our distribution center in Germany.
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How long does delivery take?
Estimated delivery times are:
* Order processing: 1–2 business days
* EU delivery:2–5 business days
* EEA delivery: 3–7 business days
Delivery times may vary depending on destination, courier services, customs inspections, holidays, and weather conditions.
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Do you offer free shipping?
Yes.
We periodically offer free shipping promotions.
If your order qualifies, free shipping will automatically be applied during checkout.
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How can I track my shipment?
Once your order has been dispatched, you will receive:
* Shipping confirmation email
* Courier information
* Tracking number
* Tracking link
You may also track your order through your Montblanc account.
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Returns & Refunds
Can I return my order?
Yes.
Online purchases may generally be returned within 30 days of delivery, provided the products meet our return conditions.
In addition, customers within the European Union benefit from the statutory 14-day right of withdrawal under applicable EU consumer protection laws.
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Which items cannot be returned?
Generally, the following items cannot be returned:
* Personalized products
* Engraved products
* Customized products
* Opened fragrances
* Other products excluded under applicable law
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Who pays for return shipping?
* If the return is due to a product defect or shipping error, we will normally cover the return shipping costs.
* For non-defective returns, return shipping costs are generally the customer's responsibility unless otherwise required by applicable law.
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### How long does a refund take?
After we receive and inspect your returned item:
* Inspection usually takes up to 3 business days
* Approved refunds are generally processed within 3–7 business days
Actual processing times depend on your payment provider.
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Warranty
Are Montblanc products covered by a warranty?
Yes.
Most Montblanc products include an international two-year warranty covering manufacturing defects.
Additional statutory consumer rights may apply depending on your country of residence.
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What should I do if I receive a damaged or incorrect product?
Please contact Customer Service within 48 hours after delivery and provide:
* Order number
* Product photos
* Packaging photos
* Description of the issue
After verification, we will arrange an appropriate solution, including repair, replacement, or refund where applicable.
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Products
Are all products authentic?
Yes.
We are committed to providing genuine Montblanc