FAQ

FAQ 1920 X450 OK

My question is about...

  • GENERAL
  • PAYMENT
  • SALES
  • SHIPPING
  • RETURNS
  • REFUNDS
  • WARRANTY
  • WASHING & PRODUCT CARE
  • MY ACCOUNT
  • VERBIER STORE
  • CUSTOMER SUPPORT
  • CONTACT

What should I do if I can’t find the answer to my question in this FAQ?

Fear not! Simply contact us at support@montgelegear.com or send us a message on Facebook, and we’ll get back to you asap.

How can I hear more about MGG products and receive the MGG email newsletter?

You can subscribe to our newsletter at the bottom of our homepage or when you complete an order with us.

How can I unsubscribe from emails which MGG sends me?

All you need to do is click the ‘Unsubscribe’ link at the bottom of any email that we’ve sent you. Please allow up to 48 hours for your email to be removed from our mailing list. You can also unsubscribe by contacting us at support@montgelegear.com or by sending us a message on Facebook, and we’ll remove your email for you.

Please note that choosing to unsubscribe from our newsletter emails will not stop you from receiving emails from us regarding any existing or future orders that you place.

Can I checkout as a ‘Guest’, or am I required to open an MGG customer account to complete my first purchase?

Yes, you can checkout as a ‘Guest’. We don’t require anybody to sign up for an MGG customer account if they don’t want to!

I have a suggestion or feedback for MGG, or I’ve encountered an error on the MGG website - who should I contact?

Please contact us at support@montgelegear.com or send us a message on Facebook - we’d be delighted to hear from you.

When will payment be deducted?

Your credit/debit card, Apple Pay, Google Pay (all via Stripe) or Paypal, will be charged when you’ve completed a transaction with us and your order has been acknowledged.

I think there was an error during the payment process, what should I do?

Don’t worry! Firstly, check your email inbox (and junk folder) to see whether you’ve received an order confirmation email from us (you should receive this within a couple of minutes of completing your order). If you have, then your payment will have gone through. If you haven’t, please wait 15 minutes and check again.

If after waiting you’ve still not received an email from us, then it’s likely that your payment did not go through, so we would encourage you to try to make your purchase again. However, if you’re in any doubt, then please contact us at support@montgelegear.com or send us a message on Facebook, and we’ll get back to you asap.

I’ve received an email from MGG asking for my bank details - what should I do?

Please be assured that we will NEVER ask for your bank details by email. The email that you’ve received will be fraudulent/spam, so for your own safety, please delete it immediately.

How will I know that my order is confirmed?

We’ll send you an order confirmation email once your order is confirmed. Remember to check your junk folder too.

What should I do if I’ve made a mistake and ordered the wrong style or size?

We begin processing our orders as soon as they’re received. Once confirmed by email, it’s unfortunately not possible to cancel or make any changes to your order. If this happens, don’t worry, and simply return your unwanted product(s) to us for a full refund. Further details on how to return a product can be found here: SHIPPING & RETURNS, and information on our sales policy is available here: TERMS & CONDITIONS OF SALE

Where can I find further information on MGG’s sales policy?

Further information on our sales policy is available here: TERMS & CONDITIONS OF SALE

How will I know that my order has shipped?

We’ll send you a shipping confirmation email when your order has shipped. This email will contain a courier tracking number so that you can track your order. Please keep this number safe!

Can I add products to an existing order?

We begin processing our orders as soon as they’re received. Once confirmed by email, it’s unfortunately not possible to make any changes to your order.

My order is taking longer to arrive than the expected delivery time - what should I do?

Firstly, please click on the courier tracking number provided in the shipping confirmation email that we sent you. The courier delivering your order will be able to provide more detailed information about the status of your order.

Secondly, please be aware that expected delivery times are just that, expected delivery times, and it’s possible that your order may take longer to arrive.

Lastly, if your order is taking a lot longer than the expected delivery time and the courier isn’t able to provide you with adequate information, please contact us at support@montgelegear.com or send us a message on Facebook, and we’ll get back to you asap.

Is my shipped order insured?

All orders are insured with the courier delivering your order.

What kind of packaging does MGG use?

Our packaging is all FSC certified (or equivalent) sustainable cardboard and paper, and the ink printed on our packaging is produced using environmentally friendly processes. Where possible, we will always avoid the use of plastics. Our packaging can also be recycled, therefore if you don’t decide to keep the packaging, then please recycle it.

Alternatively, keep your MGG packaging, and then use it to return old (used) ski gear to us when you no longer need it. We’ll then send your old gear on to a charity to give it a second life. Simply visit our give back initiative page here: OPOC and follow the instructions.

How do I return a product that I’ve purchased in the past 30 days?

Please click here: SHIPPING & RETURNS and follow the instructions.

How long do I have to return a product that I’ve purchased, after I’ve informed MGG that I’d like to return it?

You have a further 14 days to send the product back to our distribution warehouse.

I think there’s a fault with a product that I’ve purchased in the past 30 days (but which still remains in ‘as new’ condition) - what should I do?

Please click here: SHIPPING & RETURNS and follow the instructions to return a product as usual, but instead, please state your reason for return as ‘Fault’. You can then purchase the same product again, should you wish to. If you have any other questions relating to product faults or missing parts, please contact us at support@montgelegear.com or send us a message on Facebook, and we’ll get back to you asap.

Do you have any additional information about my rights in respect of returns?

Yes, further information on our returns policy is available here: TERMS & CONDITIONS OF SALE

How long will my refund take to process?

Once your return has been received at our distribution warehouse and has been checked as being in satisfactory condition, your refund will be issued within 14 days to your original payment method. Please allow an additional 5 business days for your refund to clear and for the money to arrive in your bank account, once we’ve told you by email that your refund has been processed.

I sent my purchase back to MGG for a refund, but it’s been some time now and I haven’t heard anything - what should I do?

Please contact us at support@montgelegear.com or send us a message on Facebook, and we’ll see what we can do.

What should I do if I think the amount that has been refunded to me is incorrect?

Please contact us at support@montgelegear.com or send us a message on Facebook, and we can look at this for you.

Do you have any additional information about my rights in respect of refunds?

Yes, further information on our refunds policy is available here: TERMS & CONDITIONS OF SALE

Do you offer a warranty on your products?

Yes, all MGG products are covered by a limited 2 year product warranty from the date of purchase.

Will alterations or repairs void my product’s warranty?

Yes, any unauthorised alteration, including any repair made by anybody other than MGG, will void your product’s limited 2 year warranty.

I think there’s a fault with a product that I’ve purchased and which is still within its 2 year limited warranty - what should I do?

Simply contact us at support@montgelegear.com or send us a message on Facebook, and we’ll get back to you asap to discuss your issue and to come up with a solution.

Where can I find information on how to wash and care for products that I’ve bought from you?

You can find detailed and specific information about how to wash and care for every product that we sell in the “WASHING & CARE” dropdown menu to the right of every product on each product page.

What can I do on my MGG customer account?

By signing up for a customer account with MGG, you can view your current and past orders. You can also view and edit the addresses that are stored in your account, in order to speed up future purchases.

How do I close my MGG customer account?

To remove all your account details from our website entirely (including your saved addresses, and email and password), please simply go to My Account > My Details and click on the ‘Delete Account’ button.

Do you have a store that I can visit?

Yes, we do! Please come and visit us at our flagship store in Verbier:

14 Route des Creux, 1936 Verbier, Switzerland

What will I find at the MGG store?

Subject to availability, our store in Verbier stocks our entire range of products. We also offer fresh coffee and have a small art gallery wall at the rear of the store, so there’s something for everyone!

What are your store opening hours?

Our store opening hours will vary throughout the 20/21 season, so we’d recommend that you check Google before visiting.

How can I contact your customer support team?

Simply contact us at support@montgelegear.com or send us a message on Facebook, and we’ll get back to you asap.

What hours is your customer support team available and how quickly will they reply?

Our customer support team are available to answer questions between 09:00 and 17:00 CET, Monday to Friday. Please allow up to 24 hours for them to reply to you.

Do you have a phone number on which I can contact your customer support team?

While a customer support representative may contact you by phone if you provide them with a phone number when you make an enquiry, we would initially prefer you to please contact our customer support team at support@montgelegear.com or by sending them a message on Facebook, so that they have a written record of your enquiry, and also so that they can carefully consider your enquiry before getting back to you, which will help them to be more efficient in their response to you.

What languages do your customer support representatives speak?

Our customer support representatives speak English, Croatian, Czech, French, German, Italian, Slovakian and Spanish.

How can I contact you?

Simply contact us at support@montgelegear.com or send us a message on Facebook, and we’ll get back to you asap.

What is your company’s legal registered address and tax number?

Mont Gele Gear S.à.r.l.
Rue du Lignolat 55
1170 Aubonne
Switzerland

CHE-397.112.704