Five-minute cancellation window
Call within 5 minutes of placing the order to request a cancellation or change. A request is not final until Montielle confirms it. Once preparation begins, cancellation may no longer be possible.
Refund policy
Fair solutions, handled with care.
If something is not right with your direct Montielle order, contact us promptly. We will review the situation and work toward a fair solution.
Last updated August 24, 2026Order problems
Contact Montielle immediately if your order is incorrect, is missing an item, was charged incorrectly, or has a quality concern. Keep your order confirmation available so the team can find the order quickly.
How requests are resolved
Refunds are reviewed case by case. Depending on what happened, Montielle may offer a corrected item, replacement, partial refund, or full refund. We will always do our best to resolve concerns fairly.
When refunds may be limited
Refunds may be limited after an order has been prepared, picked up by the customer, or collected by a delivery driver. Refunds may also be limited when the order was prepared as requested or the delivery information supplied at checkout was incorrect.
Approved refunds
Approved refunds are sent through Stripe to the original payment method. Montielle cannot redirect a card refund to another card or account. Your bank or card provider controls when the credit appears after it is issued.
How to contact us
Call for the fastest help with an active order. You may also email us for a non-urgent refund question.
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