Frequently Asked Questions
Problems with the Site
- Why can't I add certain items to the shopping cart?
- There are certain items that we are unable to ship to certain countries. If you have selected your country while viewing a item and are unable to add the item to your cart, it means that we are unfortunately unable to ship that item to your country.
- Why can't I proceed with checkout?
- There are certain items that we are unable to ship to certain countries. If you added items to the shopping cart and changed your country during the checkout process, there are items in your shopping cart that can't be sent to the country your selected.
- Why isn't my country listed?
- Unfortunately due to logistic issues, we are unable to ship to every country from this site. If you don't see your country listed, please click here for the Montbell America website, which ships to over 100 countries.
- Why do I need to select my country?
- There are certain items that we are unable to ship to certain countries. By selecting your country you will be able to view all of the items we are able to ship to your selected country.
- Why does the size I selected disappear when I change the color for an item?
- If you change the color for an item and we don't have that color/size in stock, your size selection will disappear and you will need to reselect the size.
Payment Information
- What payment method do you accept?
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Our website currently accepts;
- Credit Card
VISA / MasterCard/ VISA Debit / MasterCard Debit - Buy now, Pay later program
Klarna Pay Later
Klarna Pay Later is available for online orders to Austria, Belgium, Finland, Germany and Netherlands. Orders at or below EUR1,500 are eligible for Klarna Pay Later.
Pay your online orders in 14 days or more with no additional fees. Once your order has been shipped, you will receive an email from Klarna detailing how and where to make your payment.
Klarna Pay Later orders cannot be changed after ordering. If you need to change your order, we will cancel your original order and ask you to place a new order. If you need to return only part of your order, contact cs-mbs@montbell.com. We will initiate a bank transfer to refund the returned portion of your order.
For more information, please visit Klarna's website.
- Pay-in Slip, Paypal, Bank Wire Transfers, and any other payment methods are not available at this time.
- Credit Card
Shipping Information
- Are Holiday Shipments Available?
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Orders are not processed at our Distribution Center on the following Holidays:
- New Year's Day
- Saint Berchtold
- Good Friday
- Easter Monday
- Ascension Day
- Whit Sunday
- Swiss National Day
- Christmas
- St. Stephen's Day
- What Shipping methods do you use?
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DHL Express (Switzerland) Ltd
- Please note that shipping methods may change without prior notification.
- Which countries do you ship to?
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We will only ship to countries listed on the drop down list located on the top of the webpage, or on the Billing & Shipping page. We do not ship to countries that are not listed on the drop down list.
For Switzerland, please click here.
For other countries, please click here for the Montbell America website or click here for Montbell Japan website, both ship to over 100 countries.
For the following countries, please contact our local partners;
Hong Kong : Montbell Hong Kong
Korea : MBK Corporation Co., Ltd.
Taiwan : Montbell Taiwan
Australia : Larry Adler Ski & Outdoor
Singapore : X-Boundaries - What should I do if an item in my cart cannot be shipped to my country?
- Once you have proceeded to Check Out and have filled out the Billing & Shipping Information, the webpage will highlight any items that cannot be shipped. Please reduce the highlighted quantity to zero, and click the update button.
Your order detail will be updated accordingly. - What are Montbell's shipping policy & rate quotes?
- Please click here to check our shipping policy & rates.
Montbell Club
- What is the Montbell Club, how do I become a member?
- You can become a Montbell Club Member simply by making a purchase via the Montbell online store or at a Montbell Flagship store. By becoming a Montbell Club Member, you will be eligible to accumulate points with every purchase, and then redeem points towards product discounts on future purchases. Montbell Club Members may also be eligible to receive email newsletters, and information regarding upcoming Montbell events.
- Why is my point balance negative?
- When a product is returned, the points you earned on that purchase are removed from your account. There are instances where your point balance can become negative when you return a product after using points on a separate purchase. If this happens, points you earn on future purchases are instead used to offset your negative balance.
Purchasing Information
- How do I contact Montbell?
- Please choose corporate or consumer.
- What is Montbell's warranty & repair policy?
- Please click here to check our warranty & repair policy.
- What is Montbell's guarantee?
- Please click here to check our guarantee.
- What is Montbell's return & exchange policy?
- Please click here to check our return & exchange policy.
- Why is my point balance negative?
- When a product is returned, the points you earned on that purchase are removed from your account. There are instances where your point balance can become negative when you return a product after using points on a separate purchase. If this happens, points you earn on future purchases are instead used to offset your negative balance or your return amount refund could be reduced to offset the negative balance.
- Why do I see Western and Asian sized items online?
- Please visit our About Us section to learn more about Montbell. Montbell is globally based in Osaka Japan, and nationally in Grindelwald Switzerland. Each season Montbell Swiss strives to develop and offer the finest lightweight clothing and equipment available. In addition to our nationally distributed Western line, we also import a variety of Asian sized items in limited numbers. The majority of these specialty items are featured within our Grindelwald Switzerland flagship store and some of these items are also available online. Please note Asian sized items fit differently, please carefully review the Asian sizing chart or contact customer service if you are in need of sizing assistance. Unfortunately it is not possible to special order items from Japan.
- How do I know what size I need?
- Each item's online description will also contain the appropriate sizing chart for that item. Please click here to view our sizing chart.
- How do I apply to Montbell's Professional Purchase Program?
- Click here to apply to our Professional Purchase Program.
- Can I have my Down jacket or sleeping bag over-filled?
- No. At this time, Montbell does not offer custom work or alterations.
- How do I apply to Montbell's Professional Purchase Program?
- Click here to apply to our Professional Purchase Program.
- Can I have my Down jacket or sleeping bag over-filled?
- No. At this time Montbell does not offer custom work or alterations.
- Do you offer custom sizing or alterations?
- No. At this time, Montbell does not offer custom work or alterations.
- Will I be charged any additional fees?
- In addition to the product price and shipping fees charged by Montbell, your credit card company may also charge an additional handling fee. Contact your credit card company for details.