Frequently Asked Questions – Faqs

Frequently Asked Questions

Do I need to create an account to place an order ?

You can complete the order both as a simple customer and without registering.

New customer :

If you wish to create an account, click on the Register button. Enter your personal information.

Registration allows you to add your address directly in the order form.

Will my personal information remain confidential ?

Your personal information is private and confidential.

Stribe

Our team makes reasonable efforts to ensure a level of security appropriate to the risk associated with the processing of personal data. We maintain organizational, technical and administrative measures designed to protect personal data within our organization. Stribe thus fights against unauthorized access, destruction, loss, alteration or misuse of data.

A limited number of staff members have access to your personal data. They need access to the information in order to perform their duties.

Unfortunately, no data transmission or storage system can be guaranteed to be 100% secure. If you have reason to believe that your interaction with us is no longer secure (for example, if you believe that the security of your account has been compromised), please contact us immediately at https://stripe.com/fr-us/contact.

Concretely, we do not disseminate, transfer or sell your information to third parties.

For more information, please consult the dedicated area of our Privacy Policy.

I forgot my password: what should I do ?

To reset your password, follow the instructions in the “forgotten password” section in My Account.

What payment methods are accepted on Monturfu ?

We accept the following payment methods :

Credit Cards

Credit card information (card number, expiration date, etc.) is automatically transmitted through a secure encrypted system to the “Paymaster” without Monturfu or any other third party having any access to it. Even in the case of a possible refund, not all of the credit card information can be known. For this reason, a refund is only possible on the card with which the purchase was originally made.

We accept your payments via gateways such as PayPal or Stribe.

Indeed, we have chosen to entrust the management of secure payments to “PayPal and Stribe” for the simplicity of their interface, more 100% secure.

When will I be debited ?

The validation of your order on our site is equivalent to the debit of your payment card.

Please note that the credit card account is debited directly but the payment is under the supervision of our service provider. There is no shipment without verification of your payment.

Please also note that in case of payment by credit card, the billing address and the delivery address must be either in a country of the European Union or in a country outside the European Union.

What are the parcel delivery charges ?

Delivery costs are systematically indicated at the time of confirmation of your order.

Monturfu offers a total exemption from delivery charges for all orders over 150€ to Metropolitan France.

This amount is 220€ for deliveries to the rest of the world.

Shipping costs differ depending on the country (please consult the dedicated section) : Shipping.

What are the parcel delivery times ?

Delivery usually takes 5 working days within Europe and can take up to 10 days outside Europe.

We attach great importance to the speed of processing your order.

Monturfu undertakes to prepare your package within 24 hours and uses the service “Colissimo 48h” of the Post Office. Therefore, as a general rule, an order will reach you within a period of :

• 2 to 4 working days for Metropolitan France.

• 4 to 6 working days for Europe or Switzerland.

• 10 to 15 working days for DOM-TOM (French overseas departments and territories)

• 10 to 15 working days for International

How much duties and taxes will I have to pay ?

We calculate duties and taxes according to your shipping destination.

You will have to pay them in addition to the price displayed in the online store, which means that you will receive a separate invoice for these fees.

My payment was refused

Your order is cancelled and payment is refused. We invite you to contact your bank directly to verify that you have sufficient funds.

Can I cancel my order ?

Due to the speed with which we process orders, your order cannot be cancelled more than 30 minutes after you place it. To do this contact us via the contact form, monturfu.com will tell you how to proceed.

Can I change or cancel my order once it has been placed ?

If you wish to cancel an order after you have placed it, please see the Shipping and Refunds section of the Website for more information.

Due to the speed with which we process orders, your order cannot be cancelled more than 30 minutes after you place it. You may always return the items ordered to us in accordance with the conditions described in the Returns section.

If you need to make changes, please call us at help@monturfu.com for assistance.

How can I track my order ?

Once the package containing your order leaves our depots, you will receive an automatic e-mail from “Colissimo 48h-de La Poste” indicating the tracking number.

If you are already a customer, you can track your package by accessing your account in the My Orders section.

When your order is shipped, you will receive by e-mail a tracking number provided by the Colissimo de la Poste service.

If you wish to have more details about the shipment, you can contact us via the “Contact” section by leaving us your customer and order number. Monturfu.fr will be happy to contact you by e-mail or telephone as soon as possible.

We deliver orders within 2 to 4 working days in metropolitan France, excluding any shipping problems related to the Post Office.

How do I return or exchange an item ?

Making a return or exchange is very simple. You have 24 days to decide if you want to return an item.

Simply request a Return Merchandise Authorization (RMA) number in the section of your account by filling out the requested information.

Monturfu.com will exchange or refund an item if it does not give full satisfaction to the customer. However, we do not take back items returned incomplete, damaged or soiled by the customer.

Within 10 days of receipt at home or the withdrawal of the package, the item(s) must be returned in new condition, in their original packaging and accompanied by the invoice to the following address :

CiS-Agency

25 les Cerclades

E03 A25

95000–Cergy-France

The return costs will be charged to the sender.

We refund the customer the returned item, within a maximum of 30 days from receipt by Monturfu.com.

In the case of a request for a refund of an item acquired free of charge or at a lower cost on the occasion of a special offer proposed to the user, Monturfu will refund part of the commercial value and not its totality.

I have received products that do not correspond to my order, what should I do ?

Return your package to the following address :

CiS Agency

25, les Cerclades

E03 A25

95000 Cergy

Indicate your order number, add the requested documents to your shipped package, so that we can reimburse you by check or bank transfer.

We will send you the right products at no extra charge.

Will my order be refunded in full ?

No refund of shipping costs except for defective or incorrectly delivered items.

All sales taxes are included in your refund if your for orders to Europe.

Outside Europe, customs duties and sales taxes are not refundable. You can recover these charges by contacting your local customs office directly.

For refund delays, please consult the dedicated section: Refund delays.

Is it possible to have a voucher instead of a refund ?

If you return an item, you will be able to choose between a refund, an exchange or a voucher.

What does it mean to add a product to the waiting list ?

You have just added a product to the waiting list. This means that you are immediately informed by e-mail as soon as the product is available again.

How do I subscribe/unsubscribe to the monturfu Newsletter ?

If you wish to unsubscribe, click on the “unsubscribe from the Newsletter” link at the bottom of the Newsletter e-mail.

How to choose the size ? Frequently Asked Questions

On each product page you will find a link to a size conversion table. This allows you to convert international sizes.

If you need further assistance, our customer service department can answer your questions about item sizes. Please send an email to size@monturfu.com to contact us.

If the size you ordered does not fit you, you can easily return your items within 24 days.

Is it possible to return a custom or personalized item ?

We do not accept retractions, cancellations, exchanges or returns of orders for customized and personalized products.

I have not received a confirmation email for my order and/or for my customer account

Sometimes this type of e-mail can arrive in your junk mail. We invite you to check your Spam box. If the email in question is not there, please contact our customer service via the contact form. We can then check your customer account data.

I cannot access my account Frequently Asked Questions

If you can not connect to your customer account monturfu.com, we invite you to contact us via the contact form with your email address so that we can resolve, the incidence or problem.

I have problems with my cart Frequently Asked Questions

Can’t finalize your purchase? You can’t put the products in your shopping cart ? Contact us via the contact form, we will help you to finalize your order.

This is usually a temporary technical problem. Do not hesitate to contact our customer service via the contact form and we will quickly rectify the situation.

This Faq does not answer the question I ask myself

Do not hesitate to use the instant messaging system available on the site, and ask your question to our customer service. You can also use the “Contact” page, we will answer you as soon as possible.