Frequently Asked Questions at MountCove

Ordering and Account

How do I place an order on mountcove.com?

Placing an order with us is simple. Browse our collections and select the items you love, choose your preferred size, and click “Add to Bag.” When you are ready to complete your purchase, click on your shopping bag, review your items, and proceed to checkout. You will be guided through the process of entering your delivery details and payment information. Once your order is confirmed, you will receive an email acknowledgement from us.

Do I need to create an account to shop with MountCove?

You are welcome to shop with us as a guest without creating an account. However, setting up an account offers several benefits. With an account, you can save your delivery addresses for faster checkout, track your orders more easily, view your order history, and manage your preferences all in one place. Creating an account is quick and simple.

What should I do if I forget my password?

If you cannot remember your password, simply click on the “Forgot Password” link on the login page. Enter the email address associated with your MountCove account, and we will send you instructions on how to reset your password securely. Please check your spam folder if you do not receive the email within a few minutes.

Can I change or cancel my order after it has been placed?

We process orders quickly to ensure they reach you as soon as possible. If you need to make a change or cancel your order, please contact us immediately through our website enquiry form. We will do our best to accommodate your request, but once an order has moved to the packing or dispatch stage, we may not be able to make changes.

Products and Sizing

How do I find the right size?

We want you to find the perfect fit. On every product page, you will find a detailed size guide that provides measurements for each size we offer. We recommend comparing these measurements with a similar garment you already own. If you are still unsure or have specific questions about the fit of a particular item, please reach out to us through our contact form, and our team will be happy to assist you.

Are your products true to size?

Our designs are created with care to offer a consistent and reliable fit across our collections. However, different styles are intended to have different silhouettes – some may be relaxed and oversized, while others are more tailored. The product description on each page will give you an indication of the intended fit. Reading customer reviews can also provide helpful insights from others who have purchased the item.

How should I care for my MountCove clothing?

To keep your MountCove garments looking beautiful for longer, we provide specific care instructions on the care label inside each item and on the product page online. Generally, we recommend following the guidelines on the label. Many of our natural fibre pieces benefit from gentle washing at lower temperatures and drying away from direct heat.

Do you offer gift cards?

Yes, we offer MountCove gift cards, which make a wonderful present for friends and family who appreciate coastal inspired style. Gift cards can be purchased on our website and are delivered electronically. They can be redeemed online at mountcove.com against any of our products.

Payments and Pricing

What payment methods do you accept?

We accept a variety of payment methods to make your shopping experience convenient and secure. You can pay using all major credit and debit cards, including Visa, Mastercard, and American Express. We also accept payments through PayPal, Klarna, and Apple Pay. All payment transactions are processed securely.

Is it safe to use my credit card on mountcove.com?

Absolutely. Protecting your financial information is a top priority for us. Our website uses secure TLS encryption technology to safeguard your data during transmission. We also partner with accredited payment service providers who adhere to the highest security standards, ensuring your payment details are handled safely and confidentially.

Will I be charged customs fees or import duties?

If you are ordering from outside the United Kingdom, your order may be subject to customs fees, import duties, or local taxes imposed by your country. These charges, if applicable, are your responsibility as the customer. We recommend contacting your local customs office for more information on potential fees before placing your order, as they vary by country.

Delivery Information

Which countries do you deliver to?

We are delighted to offer international delivery to customers around the world. When you visit mountcove.com, you can select your shipping country using the “Ship to” dropdown menu at the top of the page. This will show you the delivery options available for your specific location.

How will I know when my order has been dispatched?

As soon as your order leaves our warehouse, we will send you a dispatch confirmation email. This email will contain tracking information so you can follow your parcel’s journey and see exactly when it is expected to arrive. You can also track your order by logging into your MountCove account.

Can I have my order delivered to a different address?

Yes, you can. During the checkout process, you have the option to enter a delivery address that is different from your billing address. This is particularly useful if you are sending a gift directly to someone or if you would like your order delivered to your workplace.

Returns and Refunds

What is your returns policy?

We want you to be completely happy with your MountCove purchase. If for any reason you are not satisfied, you may return your items to us within a reasonable timeframe from the date you received them. Items should be unworn, unwashed, and have all original tags attached. Please visit our dedicated Returns page for full details on how to make a return.

How long does it take to process a refund?

Once your return arrives at our returns centre, our team will inspect the items and process your refund promptly, usually within a few working days. You will receive an email confirmation when your refund has been initiated. Please note that it may take a few additional days for the funds to appear in your account, depending on your bank or card issuer.

Can I exchange an item for a different size?

If you would like a different size, we recommend returning your original item for a refund and placing a new order for the size you need. This is the quickest way to secure your preferred size, as it ensures the new item is reserved for you immediately, rather than waiting for an exchange to be processed.

What should I do if I receive a faulty or incorrect item?

We take great care in checking all orders before they leave us, but on rare occasions mistakes can happen. If you receive an item that is faulty, damaged, or not what you ordered, please contact us immediately through our website contact form. We will apologise sincerely and work with you to resolve the issue as quickly as possible.

Website and Technical Issues

I am having trouble loading the website. What should I do?

If you experience difficulties accessing mountcove.com, we recommend trying these steps: clear your browser’s cache and cookies, ensure your browser is updated to the latest version, or try accessing the site using a different browser or device. If the problem persists, please let us know through our contact form.

Is my personal information secure?

Yes, protecting your privacy and personal data is extremely important to us. We have implemented robust security measures to safeguard your information and process it in accordance with data protection laws. Please take a moment to review our Privacy Policy, which explains in detail how we collect, use, and protect your data.

Sustainability and Ethics

What is MountCove doing to be more sustainable?

We are committed to making responsible choices that benefit both people and the planet. As part of this commitment, we are working towards reducing our environmental impact through various initiatives, including more sustainable packaging and thoughtful design that creates clothing meant to last. We continuously explore ways to improve our practices and will share our progress with our community.

Are your products ethically made?

We believe that beautiful clothing should be created with respect for the people who make it. We work closely with our suppliers and manufacturing partners to ensure fair and safe working conditions throughout our supply chain. Building long-term, transparent relationships with our partners is fundamental to how we do business.

Connecting With Us

How can I stay updated on new collections and offers?

The best way to stay connected with MountCove is to sign up for our newsletter. You can do this by entering your email address in the sign-up form at the bottom of our website. Newsletter subscribers receive updates on new arrivals, exclusive offers, style inspiration, and news from our coastal world.

We would love to see how you style your MountCove pieces. Share your photos on social media using the hashtag #WearingMountCove – you may even see your photos featured on our website or social media channels. It is a wonderful way to connect with our community and inspire others.

How can I get in touch with your customer care team?

Our customer care team is here to help with any questions or concerns you may have. The best way to reach us is through the contact form on our website. We aim to respond to all enquiries promptly and look forward to assisting you.

Thank you for choosing MountCove. We hope this FAQ section has been helpful. If you have a question that is not answered here, please do not hesitate to reach out to us through mountcove.com.