Frequently Asked Questions

We've compiled a list of your most frequently asked questions to ensure your shopping experience is as seamless as possible.
If you can't find the answer you are looking for, feel free to message us using the chat tool at the bottom of your screen - we are always happy to help.

Product

Monte & Lou is carried in select boutiques and department stores across Australia.

To find a store near you, see our stockists page.

As a small boutique brand, all our styles are made in limited numbers. Popular styles sell out quickly and we don’t often restock them. We would recommend signing up to our newsletter so you are updated on any restocks that may occur.

Otherwise, please contact us so we can direct you to the nearest store that may have what you are looking for.

To find your perfect size, please refer to our size guide as well as any notes that may be listed in the product details.

If you have a specific sizing question, please contact us and we would be happy to help.

Following our care instructions can help prolong the life of your swimwear.

Always rinse your swimwear in cold water after each use. Do not roll up your swimsuit when wet. Gentle wash separately in cold water with a mild detergent and do not leave to soak. Hang your swimwear in the shade to dry. Do not bleach, iron, tumble dry or dry clean your swimwear. Avoid direct contact with suntan lotions, oils and tanning products as they may stain. Avoid rough surfaces which can snag your swimwear as well as pools and spas that are treated with harsh chemicals as this can cause some colours and prints to fade.

Whilst a high level of care is taken in the manufacture of our fabrics and garments, the vibrancy of colours will fade over time.

Shipping & Delivery

We offer free express shipping in Australia for all orders. 

For international orders outside of Australia, shipping is a flat rate of $15.

We deliver to Australia, New Zealand, USA, Canada, United Kingdom and Europe.

Express shipping is free in Australia for all orders.

For international orders outside of Australia, shipping is a flat rate of $15.

Depending on the destination country, you may be required to pay duties and taxes on your order. This is determined and applied by your local customs. Any additional duties, foreign taxes or other fees must be paid by the customer. Please get in touch with your local customs office for further information regarding duties and taxes.

All orders will be processed within 2 business days of receipt.

The estimated delivery time is approximately 1-2 business days after processing for orders within Australia, however this timeline may vary with the final destination.

International shipping time varies by destination.

You will receive a shipping confirmation email with the tracking number as soon as the order leaves our warehouse.

All items are dispatched from our warehouse in Sydney, Australia.

Depending on the shipping method selected, you may be required to sign for your delivery. We recommend you provide a delivery address that is attended during business hours.

No, the shipping address cannot be changed after the order has been placed.

If you have any concerns regarding an order that has already been placed, please contact us.

Orders

Yes, purchasing from our online store is extremely safe and secure.

Our website uses Secure Socket Layering (SSL), an encryption technology that ensures safe internet transmission of your personal information. We do not store your credit card details nor do we share your personal information with any third party.

By default, all prices listed are in Australian Dollar (AUD$) and will transact in AUD$ at the checkout.

If you are located internationally, you will have the option to display prices and process payment in United States Dollar (USD$), Euro (€), Pound Sterling (£), and New Zealand Dollar (NZD$)

We accept major credit cards (Visa, Mastercard, American Express), Apple Pay, Afterpay, and Zip Pay.

We offer a complimentary 10% discount for all first time customers that sign up to our mailing list. You will be sent a coupon code to your inbox shortly after signing up. The coupon code is to be entered at the checkout, and will apply to all full price items in your first order. You must create an account and be logged in for the coupon code to work.

After your order is processed you will receive an order confirmation number on the screen and also by email. Your payment card will be charged when you place your order.

No, items cannot be added to an existing order once payment has been made.

Once your order is dispatched, you will receive an email that will include your tracking number. This will allow you to track your order via the Australia Post website. If you require further information about your delivery, please contact us and we will assist you further.

Once an order has been placed and payment is taken, you cannot cancel your order.

If you have any concerns regarding an order that has already been placed please contact us.

Returns & Refunds

Although we hope you love all your items from Monte & Lou, we have an easy online returns  process if you are not 100% happy with your purchase.

Items may be returned for a refund within 30 days from the date of the original purchase. Items must have all original tags attached, be un-used and in the original new condition.

For further information, please refer to our returns policy.

Unfortunately, as a boutique brand, we cannot offer free returns just yet.
All costs associated with returning items are at the responsibility of the customer.

For product exchange, please follow the returns instructions. After we have received your product at our returns facility, we will refund the original order, and you can place a new one.

All of our styles are made with care and are inspected before being shipped to ensure the highest quality garments are being sent to you. In the unlikely event that swimwear is faulty, you can return it within 30 days of purchase to be replaced, repaired or refunded. For more information please see our returns page.

Refunds may take between 7-14 business days to process once an item has been delivered to our returns facility, and may vary depending upon the payment card company that you used for the original purchase.