FAQ

FAQ

Most frequently asked questions

Yes, you can return or exchange Montblanc products purchased on the website or by phone within fourteen (14) days following the day on which Montblanc sends a Confirmation of Order and ships the product. To process a return or exchange, please contact our Montblanc Client Relations team by telephone at 1-800-995-4810 or by email at service.us@montblanc.com Monday through Friday between 9am - 8pm EST. As soon as the product has arrived back with us and passed a quality check, we will refund your credit card with the full amount due or ship the item that you requested as an exchange. Again, products that have been engraved or embossed cannot be returned or exchanged.

Montblanc offers a variety of repairs and services. In case your Montblanc writing instrument was damaged or broken, we are pleased to assist you. You may take your product to a Boutique or an authorized retailer.

Kindly refer to the tracking number provided in your shipment confirmation email to monitor the status of your delivery. Please contact us if you did not receive a shipment confirmation email.

Montblanc offers an international warranty for a period of two years from the date of purchase which covers defects in manufacturing and materials. For further details, please refer to our guarantee document.

Please open your Montblanc writing instrument and see what is written on the refill.


“Rollerball Refill" and "Fineliner Refill" suit the Rollerball and Fineliner Meisterstück Classique, Starwalker, Bohème, Great Characters and Limited Editions.
• F stands for Fine, ball diameter 0,5 mm
• M stands for Medium, ball diameter (0,6 mm standard colours, 0,7 mm special colours)

"Rollerball LeGrand Refill" suits the Meisterstück LeGrand Rollerball.
• F stands for Fine, ball diameter 0,6 mm
• M stands for Medium, ball diameter 0,7 mm
• B stands for Broad, ball diameter 1,0 mm

"Fineliner LeGrand Refill " suits the Meisterstück LeGrand Rollerball.
• B stand for Broad, diameter of felt tip 1,0 mm

“Rollerball Small Refills” suit Muses Editions Rollerball, Bonheur and Meisterstück Mozart Rollerball
• M stands for Medium, ball diameter (ball diameter 0,6 mm standard colours, 0,7 mm special colours)

“Rollerball Capless System Refills” suit Montblanc M and Heritage Collection 1912 Rollerball Capless
• M stands for Medium, ball diameter 0,7 mm

“Artfineliner Refill” suits Montblanc M Artfineliner Only
• EF stands for Extra Fine (line width 0,4 mm)

Topics

Yes, an invoice is issued for every order placed on Montblanc.com. That document will be attached to your shipping confirmation email as a PDF file. Should you have misplaced the email, we would be happy to email you that document.

No, as an invoice was included as a PDF in your shipment confirmation email. In your package you will find the piece(s) orders, a delivery note and warranty documents

In many instances it is possible to make a change to your order within 30 minutes of it being placed.

Kindly refer to the tracking number provided in your shipment confirmation email to monitor the status of your delivery.

Once your order has been submitted, you will receive an order acknowledgement email with your order number. Should you have not received this acknowledgement email please check your Spam folder if you do not receive this email in your Inbox. If you are unable to locate the email, there is likely an error with the email address we have on file.

In many cases it is possible to cancel an order within 30 minutes of it being placed. However, once you have received your shipment confirmation email, it will be no longer possible to cancel your order and a return or exchange will have to be requested if the item was not engraved or embossed.

Yes, you can return or exchange Montblanc products purchased on the website or by phone within fourteen (14) days following the day on which Montblanc sends a Confirmation of Order and ships the product.

To process a return or exchange, please contact us.

Yes, within 14 days of delivery, gifted items can be exchanged or returned as long as they are not personalized (embossed or engraved). Please ask your gift giver to contact our Montblanc Client Relations team to arrange a return or exchange.

Excluding refill orders, returns are complimentary with the use of the prepaid shipping label included in your order. If you elect to return the item yourself, you must ensure that it is correctly addressed, packaged appropriately and that it is returned in pristeen condition to Montblanc.

With few exceptions, engraved or embossed pieces are not eliglble for return or exchange. Please contact us.

Yes, if the return occurs within 14 days of delivery and the piece(s) are not engraved/embossed and in pristeen condition. Please refer to our Conditions of Sales for further information.

We apologize for the inconvenience. Once a parcel has been returned and passed our quality checks we aim to refund you within 7 working days. Should you need further assistance please contact us.

You can cancel your purchase agreement without stating a reason within a period of 14 days and return any non-personalized items which you have purchased. The cancellation period commences after your receipt of the item. After this period you have another 14 days to return the items. lease refer to our Conditions of Sales for further information.

We are not able to offer an exchange in the Boutique for your online purchase at present. Additionally, we cannot offer refunds for your online purchases that are returned at a Boutique but you will be credited back to your original purchase method.

We want you to feel confident about using Montblanc.com and we are committed to protecting the personal information we collect. We limit access to personal information about you to employees who reasonably need access to it in order to provide products or services to you. We have appropriate technical and organizational, physical, electronic, and procedural safeguards in place to protect the personal information that you provide to us against unauthorized or unlawful processing and to prevent accidental loss, damage or destruction.

The CVV or security code is an added security feature which is printed on the back of most MasterCard and Visa cards. This three-digit security code is an additional safeguard to ensure the user who has placed an order online is the actual card holder.

No, such services are not available.

Payments can be made in the Canadian currency only.

No, payment must be made using a single card.

Your debit/ credit card or other payment method will not be charged until your order has been dispatched. However, your account may already show that the sum has been debited immediately after making the order. This is a payment pre-authorisation only.

There may be various reasons why a payment has not been accepted. Please contact your payment provider to understand why the payment could not be confirmed.

To guarantee a safe and secure online shopping experience, Montblanc.com uses TLS 1.2 (Transport Layer Security, previously known as SSL- Secure Sockets Layer). This technology encrypts and protects the information that you send us online. As soon as SSL is activated, a notification will appear at the top of your browser. Click on this notification for information on the TLS 1.2 security certificate declaration. You will also notice that the website address in the URL field at the top of your browser always starts with "https:" instead of the usual" http:". This means you are in secure mode.

If you experience errors, you need to ensure your browsers are compatible with TLS 1.2 or higher. Please find below the list of compatible browsers:

Microsoft Internet Explorer (IE)

Desktop and mobile IE version 11 Compatible with TLS 1.1 or higher by default
Desktop IE versions 8, 9, and 10 Compatible only when running Windows 7 or newer, but not by default.
Review the Enabling TLS 1.1 and TLS 1.2 in Internet Explorer article to enable TLS 1.1 or higher encryption. Windows Vista, XP and earlier are incompatible and cannot be configured to support TLS 1.1 or TLS 1.2.
Desktop IE versions 7 and below Not compatible with TLS 1.1 or higher encryption.
Mobile IE versions 10 and below Not compatible with TLS 1.1 or higher encryption.
Microsoft Edge Compatible with TLS 1.1 or higher by default.

Mozilla Firefox

Compatible with the most version, regardless of operating system.
Firefox 27 and higher Compatible with TLS 1.1 or higher by default. Firefox 23 to 26 Compatible, but not by default.
Use about:config to enable TLS 1.1 or TLS 1.2 by updating the security.tls.version.max config value to 2 for TLS 1.1 or 3 for TLS 1.2. Firefox 22 and below Not compatible with TLS 1.1 or higher encryption.

Google Chrome

Compatible with the most recent version, regardless of operating system.
Google Chrome 38 and higher Compatible with TLS 1.1 or higher by default.
Google Chrome 22 to 37
Compatible when running on Windows XP SP3, Vista, or newer (desktop), OS X 10.6 (Snow Leopard) or newer (desktop), or Android 2.3
(Gingerbread) or newer (mobile). Google Chrome 21 and below Not compatible with TLS 1.1 or higher encryption.

Google Android OS Browser

Android 5.0 (Lollipop) and higher Compatible with TLS 1.1 or higher by default.
Android 4.4 (KitKat) to 4.4.4 May be compatible with TLS 1.1 or higher.
Some devices with Android 4.4.x may not support TLS 1.1 or higher.
Android 4.3 (Jelly Bean) and below Not compatible with TLS 1.1 or higher encryption.

Apple Safari

Desktop Safari versions 7 and higher for OS X 10.9 (Mavericks) and higher Compatible with TLS 1.1 or higher by default.
Desktop Safari versions 6 and below for OS X 10.8 (Mountain Lion) and below Not compatible with TLS 1.1 or higher encryption.
Mobile Safari versions 5 and higher for iOS 5 and higher Compatible with TLS 1.1 or higher by default.
Mobile Safari for iOS 4 and below Not compatible with TLS 1.1 or higher encryption.

No, gift vouchers cannot be purchased at Montblanc.com. However, we do offer gift vouchers in our Boutiques.

You may have your product engraved or embossed in one of our Boutiques. Our authorized retailers can also offer this service by sending it to our service center for personalization.

We do indeed offer complimentary personalization for your online purchase.

Yes, we offer complimentary gift wrapping for all Montblanc products except for refills. Please select the corresponding option for gift wrapping when you place your order.

Yes, with our compliments we offer the option to add a personalized gift card to your order. Please select this option when you place your order.

We offer various options in our personalization service. In general, the engraving or embossing will be done in the color that matches the fittings. You may also opt for "blind" which means without color. We also offer silver or gold foil engraving or embossing.

Yes, we offer personalization services in most of our Boutiques. Please note, you may be charged for this service.

Yes, an alternate delivery address can be provided when entering the billing address. Be advised that the address may not be located outside of Canada.

We ship to Canada only. Please note, we do not deliver to packing stations, military addresses, hotels or post boxes.

All orders placed on Montblanc.com are shipped via Canada Post, UPS or FedEx.

No, however our team can assist you with placing separate orders for each of your desired delivery addresses.

Yes, an engraving will extend your delivery by 6-7 business days. Our estimated lead times are as follows:

Orders that are received after 2PM EST Monday to Friday will not be processed until the following business day. Saturday and Sunday are not considered as regular business days with respect to estimated delivery lead times.

Orders that are placed over the weekend or on public bank holidays will be processed the following business day. Larger orders that are being personalized with engraving or embossing require extra care and attention from our team. If you have questions on the status or timing of your order, we happy to help.

Montblanc customers get fast and reliable shipping on all orders. Our parcels are shipped via FedEx or USPS. You have the option of choosing from three delivery methods.

STANDARD DELIVERY
For orders of $50.00 and above standard delivery is free of charge. For orders below $50.00 delivery cost is $5.00. The estimated delivery lead time is 3-5 working days. Please note however that there are no deliveries on Saturdays, Sundays or Bank Holidays.

EXPRESS DELIVERY
Orders that are received before 2pm EST Monday to Friday will be delivered the next business day. Be advised that personalization such as engaving or embossing may add 1 day to delivery. There are no deliveries on Saturdays, Sundays or Bank Holidays. Delivery cost for Express delivery is $25.00 per order. For orders above $3000.00 Express delivery is complimentary. Orders that are placed over the weekend or on public bank holidays will not be processed until the following business day.
We do not deliver to packing stations, military addresses, hotels or post-boxes. Please be advised that express shipping is not available for orders containing fragrances.
Estimated shipping time is 1-2 working days and 1 business day (excl. Sat & Sun) if order is received and processed before 11:00 on day of order.

BOUTIQUE PICK UP
For orders of $50.00 and above Boutique pick up delivery service is free of charge. The estimated delivery lead time is 4-5 working days and 1 business day (excl. Sat & Sun) if order is received and processed before 11:00 on day of order.

If the promotion involves a gift with purchase, you will also be able to enjoy the same service the Boutique.

We apologize for the inconvenience. Please contact us.

You can also place an order at Montblanc.com without setting up a customer account. Simply select "Checkout as Guest” during the order process. Creating an account however can offer you a wide range of benefits, such as management of your personal data as well as storage of your delivery addresses or wish list. As a registered customer, you can also complete your orders faster and track their status.

Create your own MyMontblanc account to take advantage of the many different benefits, such as management of your personal data and storage of your delivery addresses or wish list. As a registered customer, you can also complete your orders faster and track their status.

We want you to feel confident about using our platform, and we are committed to protecting the personal information we collect. We limit access to personal information about you to employees who reasonably need access to it, to provide products or services to you or in order to do their jobs. We have appropriate technical and organizational physical, electronic, and procedural safeguards to protect the personal information that you provide to us against unauthorized or unlawful processing and against accidental loss, damage or destruction.

If you subscribe to the newsletter, you will receive regular updates on Montblanc products, events and news. At the bottom of every page on the website you will find a 'Stay up to date' field where you can fill in your email address.

Yes, you can save products in a Wish List and then easily find them again later on. To use the Wish List, you will need to create a Customer Account. Please note, the products in your wish list will not be reserved unless you place them in your Shopping bag.

You can make changes to your account by logging in online.

We apologize for the inconvenience. Please make sure you are accessing your MyMontblanc account on the correct country website where your account is registered.

If you have tried to reset your password and account and still cannot access please contact us.

If you have placed an order prior to creating an account, the order will not appear in your account.

If you have forgotten your Customer Account password, please click here. We will send you a new password by email. Please check your Spam folder if you do not receive this email directly to your Inbox.

You can edit your subscription status by logging in to “My Account” on the Montblanc website or by contacting us.

No. You will only be charged the face value of the Electronic Gift Card, and we will not impose shipping or any other fees at any time.

Not at this time.

If you chose a delivery date that is in the future, you can cancel your purchase by contacting Customer Service. If the delivery date is today or in the past, your purchase cannot be cancelled.

In order to protect you from unauthorized transactions, we require your credit card's Security Code.
• MasterCard, VISA, and Discover: The Security Code is the 3-digit number printed on the signature panel on the back of your card. It immediately follows the account number.
• American Express: The card Security Code (also referred to as the CID number) is printed above the imprinted card number on the front of the card (on either the left or right).

Your credit card is charged at the time of purchase.

Your PayPal account is charged at the time of purchase.

Your eGift Card will be sent via email on the delivery date you choose, with rare exceptions for processing delays. For same-day delivery, most eGift Cards are sent within an hour of the purchase transaction. For future delivery, eGift Cards are sent on the morning of the scheduled delivery date. Please see the "eGift Cards" section below for more about eGift Cards.

On the delivery date you choose, a message is sent to the recipient informing them of your gift, with a link to retrieve it online. The link in the email goes to a page showing the Electronic Gift Card you created (the design you selected, with your recipient's name and your personalized message), its value and code number. This page also gives simple instructions for redeeming the Electronic Gift Card. Sometimes, special offers and promotions are listed on the page.

The Electronic Gift Card alert message is sent to the recipient on the date you choose. The delivery date is pre-set to the current date, so if you do not select a different date, the alert message is sent on the same day as your purchase.

Electronic Gift Cards can be used online only at this time.

No and no. Most standard office and household printers are equipped to print Electronic Gift Cards, and you do not need to print in color. Some printers produce great results, and older printers sometimes don't print certain images well, but the most important thing is that the Card Number is clear. If it is not, you may need to install a new ink cartridge.

There is no expiration date on your Electronic Gift Card.

Not at this time.

All personal and financial information is transmitted using the https protocol over a Secure Sockets Layer (SSL), utilizing state of the art technology for consumer protection. Behind the scenes, your web browser is sending all personal and financial information over SSL. The Electronic Gift Card purchase process is fully PCI compliant. If you have any questions or concerns, please contact Customer Service.

We adhere to all industry best practices to ensure successful delivery of the Electronic Gift Card via email. Still, there is a chance that the email will be treated as spam or the recipient didn't notice it in their email inbox. You will receive an email message confirming delivery of the Gift Card alert email, and a message notifying you that the Electronic Gift Card has been viewed. If the Electronic Gift Card goes un-viewed for 15 days after delivery, you will receive a message with options for resolving the issue.

You will receive an email message confirming delivery, and a message notifying you that the Electronic Gift Card has been viewed. If the Electronic Gift Card goes un-viewed for 15 days after delivery, you will receive a message with options for resolving the issue. You may also contact Customer Service with the order number from the email you received confirming your purchase, and we can tell you if the recipient has viewed their Electronic Gift Card.

Your Electronic Gift Card has cash value and should be safeguarded as such. If you lose your printed Electronic Gift Card, contact Customer Service immediately. If your Electronic Gift Card has not been redeemed or has some remaining value, we can cancel the original and issue you a new Electronic Gift Card for that value.

Our state of the art technology inhibits fraud, but you must safeguard your Electronic Gift Card for your own protection. If someone makes a copy of your Gift Card and redeems it for the full amount, your copy will have no value. No matter how many copies are made, the value of the Electronic Gift Card is tied to the Gift Card number. When that number is used, the value of the purchase is deducted from the Electronic Gift Card. If you suspect that someone has copied or stolen your Electronic Gift Card, contact Customer Service immediately. Any value that has not been used can be re-issued to you in a new Gift Card.
Should you require any assistance please do not hesitate to contact us. CONTACT US
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