Montonio processes payments for online stores, but your order, delivery and any refunds are handled by the store itself. That’s why we can’t track your order’s progress or issue refunds on the store’s behalf.
I paid, but the store says it didn't receive the order
Sometimes the payment goes through, but the order isn't created in the store, for example, if the page was closed or the connection dropped right after payment.
Check your email for an order confirmation, including your spam folder.
Contact the store and give them:
the date and time of the payment
the amount
the payment method (bank payment or card)
a screenshot or receipt from your bank app, if you have one
The store can check the payment on their side and either complete your order or refund you.
If the store can’t find your payment, ask them to contact us with the same details. We’ll check whether the payment was processed through Montonio and help the store sort it out.
My order hasn't arrived
Delivery is handled by the store and its courier. Contact the store and ask for your parcel's tracking number or delivery status.
I want to return an item or cancel my order
Returns and cancellations follow the store's own terms. Contact the store directly. Their contact details are usually on their website or in your order confirmation email.
How long does a refund take?
Once the store has issued a refund:
Card payments: usually up to 10 business days, depending on your bank.
Bank payments: usually within a few business days.
If the refund hasn't arrived after this time, ask the store to confirm the refund date. For card refunds, ask the store for the refund reference number (ARN code). Your bank can use it to trace the payment.
The store isn't responding
If you can't reach the store, contact us with the store's name or website, the payment date and the amount. We'll try to help you get in touch with them. If you paid by card and the store doesn't resolve the issue, you can also contact your bank about disputing the payment.