Montsand Omdömen 17

This gonna be second time I gave -1000 stars for this store.

I ordered a dress which costs $400+ and there’s nothing written on the website that we need to pay another $200-220 duty fee just to import a dress from Vietnam to Thailand.

I also ordered another dress from another brand and it costs me only 2-3 bucks for the duty fee.

IDK what is wrong with this brand. Also, customer service is absolutely terrible. Tried to contact them via chat but nothing came back.

In addition, they just deleted my comment and take zero responsibility to this. Not even check or explain. Useless service.

If anyone wants to buy something from this brand, prepare for ridiculous duty.

Once and never again for this brand.

Honestly, this is one of the worst online shopping experiences I’ve ever had.

I bought a dress from Montsand on Black Friday. Their website says the model is 170cm wearing size S — I’m 161cm and always wear S — but the dress I got was TINY. Completely unwearable and nothing like what they advertised.

I reached out to them within 24 hours of receiving the package, and they still refused my return, saying I “passed the 7-day window.” How is anyone supposed to meet a 7-day return window for international orders when shipping itself takes longer than that?

On top of that, I had to pay $180+ in duties for something that doesn’t even fit because of their misleading description. Customer service was slow, dismissive, and refused to acknowledge the actual timeline.

Misleading sizing, unreasonable policies, high unexpected fees, and terrible customer service — I honestly regret buying from this brand and wouldn’t recommend it to anyone.

I just had the worst online shopping experience with a brand called Montsand and I need to warn people before they throw their money away like I almost did.

I ordered a dress from them (yes, it looks beautiful online), but the moment my package reached the U.S., the carrier slapped on a crazy high import tax. I decided not to accept the package and let it return to sender — which is normal, every brand deals with this.

But Montsand?
They told me I still have to pay the tax even if I NEVER received the item. And not just that — they also said the return shipping and any “handling” fees would be deducted from my refund too. Basically:
No product + no service + terrible experience = still pay them money.

I asked them to clarify the charges or at least provide exact numbers. Instead, they told me to call U.S. customs myself… for a package they shipped.
Sorry, what kind of brand expects the customer to investigate customs taxes for them?

I explained that I’m refusing the parcel because the tax is unreasonable and that the package will return to Vietnam anyway. They still insisted on charging me for everything and kept copy-pasting generic policies. Zero accountability, zero support.

At this point it honestly feels like buying from them is the same as getting scammed with extra fees.
I’ve ordered internationally from countless brands and NO legit company handles returns like this.

So here’s my honest conclusion:

✨ No matter how beautiful their dresses look online, it is absolutely NOT WORTH IT.
Terrible policy, terrible communication, and you risk losing money even when you don’t receive your order.

Save yourself the headache. There are plenty of brands that respect customers and handle returns like normal businesses.

I had a very disappointing experience with this store. I placed an order and contacted them to cancel it on the same day. Despite this, I didn’t receive any confirmation for over two weeks. Only last night did they finally send an email saying the order was cancelled — yet my refund has still not been processed.

It’s extremely frustrating to have money taken with no communication, no product, and no timely refund. I’ve had to chase this multiple times and still have no resolution. This is not acceptable service and I wouldn’t recommend ordering from them based on my experience.

Firstly, the customer service is excellent; they check your order daily, send WhatsApp messages, and are very cooperative with the customer.
Thank you very much❤️
Secondly, the dress turned out absolutely stunning in every way – the color, the fabric, the overall design.

I couldn’t be happier with my purchase. The CS team did such a great job in responding to my last minute requests. I got so many compliments on my dress. The quality of dress was unmatched 10/10. I will keep ordering dresses from Montsand.com.

P.S. please measure yourself before placing the order to avoid going back and forth about the size. They do run a little small but the size they suggest fits perfectly.

I thought that I was going crazy and was the unluckiest person when it came to returning the dress I ordered from them in March/April.

I had planned to wear the dress in May but it would take several weeks to arrive. Sometime around the estimated arrival, I reached out to enquire only to be told that there had been a delay in the production and I would not receive it in time. I asked them not to send it and just issue me a refund. Miraculously it got here, and I was asked by DHL to pay customs for over £200 (the dress was over £1000).

I very quickly tried the dress on, and their UK size 8 barely made it up my thighs - I am a UK 6/8.

So I promptly requested a return label and it was sent back within 10 days of receipt.

When a month later I got an email saying they’d not refund me, I realized that they’d never received my parcel. Turns out they sent me the wrong DHL waybill and then blamed me for using it. They wanted me to liaise with DHL and figure it out - I left it to them to do and was cooperative.

As proof that the parcel was sent, I even asked my building reception for CCTV of the concierge handing the parcel over to DHL.

After two months of their “investigation” DHL managed to find the parcel and sent it back to them.

I then got an email informing me they’d refund me £600 back, as they deducted the shipping costs. While I fully disagreed with this, they thought it would only be fair to other customers who had to pay too. Well… do other customers have to deal with your bullshit? Surely an exception can be made for the inconvenience you have caused (and continue to cause) me.

Refund was meant to be issued over 15 days ago and I followed up when I didn’t see it come through - what was I told? There was a transaction error. Would they have told me if I didn’t chase? I guess not.

I stopped being polite and patient… this feels like a scam and I’m being laughed at.

TLDR: not worth the purchase. Their dresses are nice (but run extremely small) - some shops carry them in-store, so check them out if so but their customer service is a scam.

Bad and very slow customer service and overall experience. 3 months and I have still not being refunded

I ordered a dress for an event which was then delayed in production and therefore would arrive too late for me to wear it.Naturally I tried to return the dress and customer service repeatedly tried to deny me being able return it despite them saying they allow returns.

On top of that - once I sent the item back, the brand never confirmed they received it and kept sending me emails telling me to pay the initial import fees. I have had to chase them 3 times to confirmed they received and they still have not issued a refund. Plus are trying to charge me for import fees in both locations and return shipping.

If you live in the US or Europe - I would not recommend ordering from them unless you are 100% sure on the item as they are not capable of fulfilling international orders.

It was a horrible experience, the dress had cigarette smell on it which looked like it was made from a small alteration shop. The dress was a little over 800AUD ( converted from USD) Went for a refund they deducted bloody 200AUD for shipping and exchange rate. You cannot compare to all the friendly online shopping websites out there. A bloody rip off, will never ever buy from this brand ever again!

An update of my experience:
I finally received the refund via my credit card today. While it took a long time, I am relieved that Montsand’s customer service did eventually provide me with the refund as promised. I actually wore the dress on my wedding day tea ceremony and loved it. Unfortunately, I will hesitate to purchase from them again given the experience. (If i were to purchase again from Montsand, I would probably be extremely careful about sizing or sell it away if it doesnt fit, instead of going for a refund. It is too much of a hassle.)

Lastly, despite my experience, I still have to give credit to the designer for I really liked her designs. Hopefully I will give Montsand another shot if there comes a day I need another evening gown for an event.

Original Post:
It was the worse I have ever experienced from an online store. I bought 2 dresses last year in the wrong size. (Before my purchase, I checked to ensure that I am able to do a refund/exchange.)

I was told to mail back the 2 dresses to Montsand and make a new purchase for the dress in the correct size immediately so I can receive it quickly.

I was told to return the 2 dresses with the following instructions and it was a big mistake. I sent this package to Vietnam last September 2024, via Fedex.

1. Apparently the package is stuck at customs.
2. I used Fedex as recommended but now Montsand kept saying that I have “used the courier of my choice and now my package is stuck”.
3. Montsand conveniently asked me to pay for whatever any additional fees to get the package delivered to them.
4. It has been 7 months and I have not received any refund for the dresses.

Looks like it will be tough getting my refund. It is also disappointing that for a brand that seems to be a little known, it felt like they have no urgency to want to fix this issue. (Despite telling me in every single email that they are doing their best. However, there is absolutely no progress or proper update after 7 months.)

Please check out the link to our "Return and Policy Exchange" attached below to see what you need to do with your return. Beside that you need to follow these instructions when you ship your package to make sure we receive your package. If you have failed to follow the instructions provided and we have not received the package/ any taxes, fee applied, we regret to inform you that we cannot proceed with the refund process/deduct to your refund:

- In the "Reason of Export/Purpose of shipment”: declare the item as "GIFT- FREE OF CHARGE" and the total value is under $30.
- In the "Description of Items", you can describe your item as "woman clothing" or” woman dress".
- Country of Origin: Vietnam
- No mention of "return" in your invoice when you fill out the shipping document.
- We highly recommend using DHL/FedEx to return your package.
- Provide us with a tracking number after you shipped it.
- Please notice that according to our policy, the original shipping fee is non-refundable.

recently placed an order with them for my lady. Communication was a breeze and package actually arrived earlier than expected, keep in mind they are based in SEA. The fabric and stitching is def worth the price tag. Fitment is good, slightly loose here and there. Highly recommended in this price range.

I recently bought the Andrea dress from this brand and I love it. The craftmanship is amazing, with soft, fluffy material and a lovely flared dress. It’s perfect for my birthday party. The only downside is the 20 working days preorder wait, which feels a bit long, but its totally worth it for the quanlity.

Poor customer service. Emailed about an exchange and no response. Also, their sizing is incorrect.

Definitely a sketchy overseas company that portrays themselves as high end, ready to wear. My shipment took over six weeks to arrive (no communication-I had to reach out inquiring where the package was). Actual item is not worth the $500+ it costs. The quality of material and appearance on falls flat and the only way to return is to pay back insane shipping and return fees so they make it nearly impossible to return. Avoid avoid avoid

I ordered 2 dresses (Red Noah and Parahelios) which say they should take 20 business days to ship. The dresses ended up shipping 2 weeks after that date. The first one was not the size I ordered, and the company refused to pay for return shipping to Vietnam ($$$). The second one has yet to arrive, I guess they shipped them separately. The company is not responsive via email and no phone number is listed. I would save your money and order from a more reputable company.

Terrible quality. DO NOT TRUST. I’ve been looking at their dresses for awhile and was so excited to finally get one for my bridal shower. When it finally came after waiting for much longer than their estimation, it was terrible! The quality was like forever 21 quality with a designer price tag. To send it back I had to pay 156 dollars to ship back to Vietnam!!! Do not buy their dresses, you’ve been warned.

Awful. The company sent me a faulty dress and against their own policy, I needed to send it back with my own money. After more than a month of dragging me and finally not responding to my emails, I’ve filed a dispute and suddenly they got back to me saying that they will reimburse the shipping fee as agreed previously. Now they respond to my emails that the refund was issued and I need to wait just a couple more days. Until now, of course, no refund whatsoever. Please beware.! And they suddenly also change their name,before it was lobbster.com.