Returns & Exchanges Policy | Personalised Gifts

At Mont Laurent, our commitment to excellence extends beyond your purchase. We want you to feel confident and supported throughout your shopping experience. While many of our products are custom-made and final sale, we are dedicated to resolving any issues promptly and efficiently. Please read our guidelines carefully before making a return or exchange request.

Can I Return My Order?

Due to the personalised nature of our leather and glassware products, returns or exchanges cannot be accepted for change of mind.

If your item has been incorrectly personalised by us, please contact our Customer Care team within 5 days of receiving your order at customercare@montlaurent.com.au with:

Your order number
A clear photo of the item

Please note:

All orders are personalised exactly as entered at checkout. Mont Laurent is not liable for errors in personalisation details submitted by the customer.
Orders that have been made in error cannot be modified, cancelled, refunded, or returned once processed.
Sale items are final and cannot be refunded.
Non-personalised items may be eligible for exchange (see below).

Returning Non-Personalised Items - Glassware & Leather

We are happy to exchange any non-personalised item returned in its original condition within 14 days of receipt, provided you have proof of purchase.

The customer is responsible for all return shipping costs.
We recommend using Australia Post with tracking to ensure safe return. Mont Laurent is not responsible for items lost in transit.
No exchanges or refunds are available for sample or sale items.

To initiate an exchange, email customercare@montlaurent.com.au before returning your item.

Returning Non-Personalised Items - Drink Coasters

Please note we do not accept refund requests for change of mind on our drink coasters. Please reach out to our team at customercare@montlaurent.com.au for any product questions prior to making a purchase. For any faulty items, we will reissue you new coaster(s).

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 5 days of delivery with:

A clear photo of the item
Your order confirmation

Our team will review your claim and respond within 2 business days to arrange a replacement or discuss next steps.

Important:

Broken glass should not be returned (posting broken glass is prohibited). Please photograph it before safe disposal for our insurance and records.
Faulty leather products must be returned within 7 business days after contacting Customer Care. We cannot reissue a replacement until the original item has been received (not required for broken glass).

A Note on Craftsmanship & Natural Variations

Glassware
Our French and European glassware is handcrafted from handblown crystal or premium glass. Natural variations such as small bubbles, seeds, or fine lines are inherent to the artisanal process and are not considered faults. These features are part of the unique character of handmade glassware.

Leather Monogramming
Leather types (e.g., Saffiano, pebble) will wear differently over time. To preserve your monogram, avoid contact with perfume, moisture, or abrasive surfaces. Fading of gold or silver foil is considered normal wear and tear and not a fault. For a permanent stamp, we recommend blind embossing at checkout.

Sale Items

All sale and sample items are final and not eligible for returns or refunds.
Personalised glassware is final sale unless faulty, in which case we will re-ship.
Some sample items may have minor imperfections (e.g., small scratches or dents) which will be disclosed in the product title and description.

Order Errors & Amendments

Once an order has been processed, we cannot make changes to personalisation or order details. Please double-check your order carefully before submitting it.

Where possible, our team will attempt to assist before dispatch, but changes cannot be guaranteed.
Monogram font size and placement are at the discretion of Mont Laurent’s design team.