Online Services FAQ
To make purchases on the Montblanc e-boutique you do not need to register; however, we suggest you create an account to access exclusive areas and services dedicated to our customers.
To easily browse our catalogue, select a category from the navigation menu or browse our selections on the homepage. To find something more specific, use our filters or the website search option.
On each product page, you will find all available sizes and colours, a description and the composition of the item. Click on the product image to zoom in and see all of the details.
How to order
- From the item page, select the desired colour and size of the product
- Add the product to your Shopping Bag
- Once you have finished shopping, click the "Proceed to Checkout" button in your Shopping Bag
- Enter your email and your shipping address
- Select a shipping and a payment method
- Check that the information you entered is correct and click "Purchase Now".
In some countries, if you are paying with a credit card, before completing your purchase you may be asked for a secondary authentication in order for your payment to be authorised. In this case, you will need to insert a one-time password, an SMS code, or another authentication method, in accordance with the established procedures of the credit card provider.
You will receive a confirmation email shortly after with the details of your order. From this moment on, our warehouse will take care of everything and as soon as the order ships, we will notify you with another confirmation email.
The Promocodes of the Montblanc e-boutique give you access to exclusive offers. To receive Promocodes, subscribe to our Newsletter.
To take advantage of a promotion, enter the code in the appropriate field at checkout and click "Apply". Only one Promocode can be used for each order.
If the code doesn't work please double check the dates of the promotion and which products and categories it can be applied to from the newsletter.
A pre-order is the reservation of an item that is not yet available for sale, but will be soon. An estimated delivery date is indicated for each pre-order item within the product page.
- Mixed order consisting of currently available and pre-order items: the products will be dispatched at two different times, but you will be charged only once for the shipping fees
- Order consisting of pre-order items with different delivery dates: the products will be shipped together on the latest estimated delivery date.
In any case, you will receive a confirmation email as soon as the package is shipped. The purchase of pre-order items can be made with Credit Card only. Once you complete your order, we will ask your bank to verify the supplied details; the validity of your credit card could be confirmed through a payment authorisation of 5 AED for United Arab Emirates, Bahrain, Côte D'ivoire (Ivory Coast), Kuwait, Liberia, Oman, Qatar, Saudi Arabia, Syrian Arab Republic and United Arab Emirates orders, 1 CHF for Liechtenstein orders and 1 Euro for all other countries. This authorisation is not a charge: Montblanc e-boutique will charge your card only once the package is being shipped.
Of course! You can navigate the mobile-optimised version of our website.
Unfortunately not. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order. To return any items please refer to our Return Policy.
Order being prepared:
The order has been confirmed and we have already sent a confirmation email with the Order Number.
Order has shipped:
As soon as the order is shipped from our warehouse, we will send you a confirmation email with the Tracking Number to track the delivery.
It is possible to check the order status at any time by entering the Order Number in the Follow your Order page. Registered users can also find all information related to their orders in the My Account area.
Check your spam folder and make sure that email@example.com and firstname.lastname@example.org are in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications.
If this doesn't work please contact us as there may be errors with the email address you registered with.
Our website is best viewed with the latest versions of the major browsers. Make sure that you have installed the most updated versions of the browsers that you most frequently use.
If you experience navigation problems, we suggest that you:
- Eliminate any Cookies and Temporary Files from your computer
If the problem persists, please contact us with the following details:
- Your operating system (Windows Vista, Mac OS X, etc.)
- Internet browser and version (Internet Explorer 9, Firefox, Safari,...)
- The URL that you were trying to access (for example, www.montblanc.com).
Internet Explorer 8 or later:
- click on Tools and select Internet Options
- click Delete
- select Cookies and click Delete
Mozilla Firefox 10 or later:
- select History and click Clear Recent History
- select the Everything option in the Time Range to Clear window
- select Cookies and Cache in Details and click Clear Now
- select More tools and click Clear browsing data
- select Cookies and other site and plugin data and Cached images and files
- select the Beginning of Time option to delete all content and click Clear browsing data
Safari 3 or later:
- select Safari and choose Preferences
- select Safety and click Show Cookies
- click Clear all and OK
- click Finish
iPhone / iPad:
- enter the Settings menu and select Safari
- touch Clear browsing data and cookies
Until an order is concluded, items added to your Shopping Bag remain available on the website and can therefore be purchased by other customers. If this should happen before you complete your order, you will receive a notification that the items are no longer available.
We are sorry, but once an order has been confirmed, it is processed automatically and cannot be cancelled. The package can be returned as indicated in our Return Policy.
PERSONALISATION AND GIFT WRAPPING
Items purchased on Montblanc e-boutique come in the characteristic Montblanc packaging, or in other special packaging. Should you wish, you can select the corresponding option for gift wrapping when you place your order. The only exceptions are for calendars, notebooks and ink refills.
You can also add a card with a message for each item in your order (except refills).
We do indeed offer complimentary personalisation at the time of purchase online for the products which have noted 'Free Personalisation' under the product image. Should you have questions, please contact us.
Yes, we offer personalisation services in most of our boutiques. Please note, you may be charged for this service.
Please find your nearest location on the Store Locator page.
We offer various options in our personalisation service. In general, the engraving or embossing will be done in the colour that matches the fittings. You may also opt for "blind" which means without colour. We also offer silver or gold foil engraving or embossing.
MY MONTBLANC ACCOUNT
Create an account for access to exclusive areas and services dedicated to our customers:
- My Wish List
- My Orders
- Address Book.
When you register, the Montblanc e-boutique recognises the country/region in which you are located and automatically associates it to your account.
In your Wish List, you can save items of interest in order to find them again easily, check if there is limited availability and proceed directly to purchase with a simple click. Thanks to the notification feature, you will receive an update via email if an item becomes the Last One Available.
You can enable and disable notifications for individual items directly from your Wish List.
In the My Orders section, you can find an archive of the orders made from that account. By clicking on the Order Number, you will be able to see the details of the purchase and the delivery status. From here, you can also access all of the details related to any eventual returns.
If you forgot your password, click the "Forgot your password?" link on the Login page and follow the procedure to change it.
For further assistance, contact us and we will be happy to assist you.
Subscribe to our Newsletter and you can:
- be among the first to discover the latest news from the Montblanc e-boutique
- access promotions reserved exclusively for our customers
- receive our style tips
- …and much more!
You can subscribe from the Home Page, by entering your email address.
Try adding the "email@example.com" address to the safe senders list of your email account; this will prevent the anti-spam filter from blocking future newsletters. If this doesn't work, contact us.
If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe. We ask you to consider that you may still receive several more communications before your request is fulfilled; we apologise for the inconvenience.
Cut Off Time
All other regions
Please remember that Delivery times are estimates & the courier does not deliver on National Holidays. We strive to deliver within the stipulated timelines but please note that delays may occur during promotional & seasonal periods. Delivery may be complimentary depending on active promotions - more information available within the product page.
Unfortunately, it is not possible to choose a specific date and time.
You can try to contact the courier directly to organise a possible delivery date.
You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via email in the Follow your Order page. If you are a registered user, you can find all information related to the order in your My Account page.
We ship all orders from our warehouse in United Arab Emirates (Dubai).
If your order has not been delivered within the estimated period, we suggest that you:
- Check the order status: in the My Orders section for registered users; or by entering the Order Number from the confirmation email in the Follow your Order page
- Check that the address indicated for the delivery is correct.
- In the case of a missed delivery please contact the courier.
At this time we are unable to ship orders to General Delivery, P.O. Boxes and Poste Restante.
Orders made to any of these addresses will be cancelled.
The delivery address of your order must match the country/region site in which you place your order. Orders made from a different country/region site than the delivery address will be automatically cancelled. Please select the correct country/region site for your order from the link in the corner of every page.
The Montblanc e-boutique accepts the following payment methods:
Credit Card: Visa, MasterCard, American Express.
United Arab Emirates orders, cards will be charged in AED.
Please check that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer.
Need further assistance? Contact us and we will be happy to help you.
As soon as you complete your order, authorisation for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds; however, the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point you will receive a notification email.
The amount paid is lower when, at the moment the order is dispatched, one or more of the articles is not available; the charged amount will correspond exclusively to the value of the articles that were effectively shipped.
The Montblanc e-boutique guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorisation request that is made when you place the order; the second confirms the actual charge.
For most countries, local taxes and duties are calculated in your Shopping Bag and added to your order total. The total you pay at Checkout will therefore include all fees and taxes.
Customers from the following countries need to pay these fees at delivery: Albania, Algeria, Argentina, Côte D'ivoire (Ivory Coast), Dominican Republic, Lebanon, Liberia, Macedonia, Madagascar, Moldova, Republic of, Panama, Paraguay, Qatar, Syrian Arab Republic, Tunisia and Venezuela. We invite you to verify your local import policy before ordering.
No, it will only contain the ordered goods, a delivery note and warranty documents. Your invoice was included as a PDF in your Shipping Confirmation email.
No, such services are not available.
No, gift vouchers cannot be purchased at Montblanc e-boutique. However, we do offer gift vouchers in our boutiques. Find a boutique near you.
On the Montblanc e-boutique, every purchase is made with maximum security thanks to the use of Trustwave and Geotrust-certified secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the "https" URL prefix and the lock symbol that appears in the browser's address bar.
To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. For some countries, as an additional safety measure, you may be asked by your credit card provider to authorise payment by entering a one-time password, an SMS code, or another authentication method.
Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.
RETURNS AND REFUNDS
You can return any item purchased on the Montblanc e-boutique within 30 days of the delivery date. Here’s how:
- Call the Client Relations Center, who will then send you a return form by e-mail or ask you to complete the return form that was enclosed with your product delivery;
- Please fill out the required information on the return form and sign it;
- You may use our pick-up service and agree on a pick-up date with our logistics partner within the eligible return period. You may be asked at this stage to provide information about the product for us to make a first assessment of the condition of this product;
- You must include in the delivery package, the completed return form along with the product, all its accessories, any free items you received as part of your order, the Service Guide, the warranty card and all other documents, in their original box;
- Please seal the delivery package and affix the pre-paid airway bill received with your purchase; and
- Our logistics partner will pick-up the sealed delivery package on the agreed date.
Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.
Personalised Montblanc products cannot be returned for exchange or refund.
Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
We would like to inform you that fragrances are non-refundable.
For further information on the conditions for exercising your right to return, please see the Legal Area.
You can check the status of your return at any time, please call our customer services on the contact us page.
Personalised Montblanc products cannot be returned for exchange or refund.
Sure, you can use the same box and pre-paid label. You can find more information about our return procedures on the Return Policy page.
We are glad you have decided to keep your purchase. Don't worry, you don't have to do anything and there is no need to contact us.
We usually accept returns within 3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.
The time needed to process your refund may vary based on the payment method used:
Our bank will reimburse you within 7 business days of the Return Acceptance
Confirmation email. The time it takes to restore the credit back to your
account depends on the Credit Card Issuer.
You can check the status of your refund at any time, please call our customer services on the contact us page.
For security reasons, we cannot refund a credit card that is different from the one used for the purchase.
Currently, the only way to exchange a product is to return it and make a new order.
If the order was paid with PayPal or a credit card, the amount will be refunded to the account from which the payment was made. For security reasons, we are not authorised to refund a different account.