Returns, Exchanges & Cancellations
Every Montana Labelle piece is chosen, or made, with great care, and we want you to love it from the moment it arrives. Please take a moment to review our policy before placing your order.
Exchanges & Store Credit
We accept returns within seven (7) days of receipt of your order, for exchange or store credit only. We do not offer cash refunds.
To arrange an exchange or store credit, please contact our concierge team at concierge@montanalabelle.com.
Items must be unused and in new condition. Returns that are damaged, soiled or altered may not be accepted and will be sent back to you.
Return shipping is at the client's expense, and original shipping charges are not refunded. Store credit or an exchange is issued once your item(s) have been received and inspected by our team.
Final Sale Items
Made-to-order items, including all of our made-to-order lighting, are non-refundable and final sale.
Sale items, custom items and all custom furniture are also final sale and are not eligible for exchange or store credit.
Made-to-Order & Pre-Order Cancellations
Pre-orders and made-to-order items are crafted specifically for you, so they are final sale and cannot be cancelled once your order is placed.
Made-to-order lighting currently ships in 8–10 weeks. If your order includes several made-to-order or custom pieces with different lead times, they will be delivered together in one shipment once the piece with the longest quoted lead time is ready.
For any other change to an order, please contact our concierge team as soon as possible and we will be happy to look into it with you.
Inspecting Your Delivery
Please inspect your order as soon as it arrives. Any damage must be reported to concierge@montanalabelle.com within 5 days of the delivery date.
For freight deliveries, please inspect every item before signing the bill of lading or allowing the driver to leave, and note any transit damage on the bill of lading in thorough detail. If a delivery is accepted without damage noted on the bill of lading, we will not be able to file a damage claim with the carrier.
Damaged or Defective Items
Montana Labelle Lifestyle will happily accept responsibility for defective or damaged products where it is determined to be a manufacturing issue. Please contact us within 5 days of delivery and we will work with you on a suitable resolution.
Items must be unused and in new condition when reporting an issue. Claims for damage caused by misuse, alteration or wear cannot be accepted.
Natural Materials & Vintage Pieces
Marble and other natural stones vary in colour, veining and spotting, and handcrafted pieces vary in texture and finish. These variations are part of each piece's beauty.
Our vintage pieces are sourced from vendors and antique markets around the world and often carry natural wear and patina. By purchasing vintage, you acknowledge and accept each piece's unique condition.
Custom Furniture & Large Pieces
Please make sure your piece will fit through all entry points before ordering. Montana Labelle Lifestyle cannot be held responsible if a piece does not fit into your home.
Tile Orders
Tile delivery dates are estimates and cannot be guaranteed. Montana Labelle cannot be responsible for any contractor fees or project-related delays. We recommend ordering a 20% overage to allow for breakage, cutting and future repairs.
Promotions
We do not offer price adjustments on orders placed outside a promotional period. Orders must be placed during the promotion to receive the offered discount.
Duties & Taxes
For international orders, all import duties, taxes, tariffs and brokerage fees are the responsibility of the recipient.
We're Here to Help
For any question about your order, please reach out to our concierge team at concierge@montanalabelle.com.
Shipping
GENERAL SHIPPING:
All orders are shipped from Toronto, Ontario. Orders within Canada ship by Canada Post or FedEx. Orders with in-stock inventory will be fulfilled within 5-7 business days (excluding holidays). Please note your order may encounter delays once shipped due to increased shipping volume or inclement weather which is out of our control.
Once a shipment leaves our warehouse, the timeline and delivery process fall under the purview of the delivery company. While we ensure timely dispatch, any issues or inquiries regarding the delivery status should be directed to the respective delivery company's customer service. We appreciate your understanding.
INTERNATIONAL SHIPPING:
US and international orders ship by FedEx or DHL. All orders are shipped from Toronto, Ontario. Orders with in-stock inventory will be fulfilled within 5-7 business days (excluding holidays). Please note your order may encounter delays once shipped due to increased shipping volume or inclement weather which is out of our control. All duties incurred on orders are at the responsibility of the client.
To inquire about delivery options and costing, please reach out to concierge@montanalabelle.com. Please note customers are responsible for all import taxes, duties, and carrier fees.
Please be advised that due to recent tariff increases imposed by various governments, some international shipments may be subject to additional customs duties, taxes, or tariffs. These charges are not controlled by our company and are the responsibility of the recipient. We recommend checking with your local customs office for more information on potential import fees prior to placing your order. By proceeding with your purchase, you acknowledge and accept responsibility for any such charges incurred during the import process.
FREIGHT SHIPMENTS:
Large furniture, marble furniture, custom furniture and select items are shipped via freight carrier due to size, weight, and the delicate nature of the item. Product listings on these items will highlight the shipping method for review prior to purchase.
If the freight shipping cost is not automatically included at checkout, our team will be in touch within 24 hours to confirm the cost of curbside delivery of the crate, which varies by destination, size and weight. This fee includes shipping and crating. For white glove options, please reach out to concierge@montanalabelle.com for a quote.
Please note, as all orders ship from Toronto, international freight shipments require additional customs documentation for clearance. Our team will be in touch after your purchase to request information as needed.
FREIGHT SHIPPING & CUSTOMS CLEARANCE
For all freight shipments, we are able to coordinate customs clearance on your behalf through our designated brokerage partner to help ensure a smooth and efficient delivery process.
Alternatively, you may choose to use your own customs broker and manage the clearance process independently. If you plan to do so, please notify us in advance so we can provide the necessary documentation and coordinate accordingly.
Please note that all applicable customs duties, taxes, tariffs, and brokerage fees are the responsibility of the recipient. These charges are not included at checkout and will be invoiced separately following delivery (if using our brokerage).
We recommend contacting your local customs office for an estimate of potential charges prior to placing your order, as these fees are determined by your country’s import regulations and are beyond our control.
By proceeding with a freight order, you acknowledge and accept responsibility for any associated customs and brokerage charges.
CUSTOM FURNITURE AND OVERSIZED ITEMS:
Custom furniture and oversized items will be shipped via freight carriers which have extended processing and delivery times. The quoted lead time for custom furniture reflects the production and processing time of the item before it leaves our warehouse in Toronto.
Once your order has been processed, crated, and shipped, you will receive an email regarding your shipment. Most carriers schedule deliveries Monday through Friday between 9-5pm. Rural areas may have reduced delivery windows due to limited routes and may take longer than usual. Your freight carrier will contact you within 1-2 days of delivery to finalize delivery, typically with a 4-hour window. Please note that if your order contains multiple made-to-order/custom items with varying lead times, delivery will be consolidated into one shipment with the latest quoted lead time.
It is the responsibility of the buyer to ensure that the finished product will fit inside entry points upon delivery of the item. Montana Labelle Lifestyle will not be held responsible if the piece does not fit into the buyer’s home. All custom furniture is final sale and not eligible for return.
FREIGHT CARRIERS:
Montana Labelle Lifestyle does not have an in-house delivery service. All shipments and deliveries are carried out via third party delivery companies.
We ask that you inspect your items upon delivery and provide a signature upon receipt. MLL will not be held responsible for any damages after the item(s) have left our warehouse. It is the responsibility of the recipient to inspect all items before signing the bill of lading or allowing the driver to leave. Should any transit damage be discovered please contact us immediately and notate in thorough detail on the bill of lading. Should you discover any damage after the delivery has been accepted without notating on the bill of lading we will not be able to file a damage claim with the appropriate company. Montana Labelle Lifestyle will happily accept responsibility for defective or damaged products if it is determined to be a manufacturing issue.
LEAD TIMES:
We update our website with estimated shipping time frames as often as possible. Please note that all lead times are approximate and are subject to change. Should this occur, you will be notified of changes to the item(s) in your order. Lead times are strictly quoted as production time only and do not include transit time. Please allow an additional 1-3 weeks for delivery. For orders with multiple items, our team will partially ship in stock items should there be a significant delay in part of the order.