FAQs

Please click Sign In on the upper right corner of the page. Returning customers can enter your email address and password. New customers can create a new account by entering the requested information.

Click Sign In on the top of the page. Then click "Forget your password?" under login button which will open a new window where you’re requested for email address. After you enter your email and submit, we’ll send you a password reset email. Follow the instructions in the email to reset your password.

Please log in to your account, and click the “VIEW ADDRESSES” button, then you can add, edit and remove your address.

When your order is received, we will send you an email confirmation. Due to order volume and supply chain challenges, you can expect your order to be processed and shipped within a minimum of 5-12 days. We'll notify you by email when your order ships as well as if any items are sold out or on back order.

Please click to get our return policy.

First make sure you have the right code, because different codes come with different conditions. Then enter code on your checkout page by clicking "Show order summary" on mobile, and click "→". On computer, that would be on upper right hand of your checkout page, enter code and click "Apply".

We begin the fulfillment process 1-2 days. Your order will normally ship within 72 hours, but may take longer due to inventory fluctuations. Click to get Montana West World’s shipping policy.

We accept Paypal, Visa, Master Card, Maestro, American Express, Diners Club, Discover.

If you purchased the Worry-Free Purchase shipping protection plan, you’re covered for package loss, damage, or delays that happen during transit, as well as eligible return shipping fees.

You can submit a claim using either of the following methods:

Option 1: File through your Seel policy email

1. Check the email address used to place your order and locate the official policy email sent by Seel. It includes your unique policy ID and a list of covered items.
2. Click Report an Issue in the email to access the claims center.
3. Follow the on-screen instructions to submit your claim.

Option 2: File through the Seel claim portal

1. Visit https://resolve.seel.com/montana-west-world.
2. Sign in using your order number and registered email address, or your email address and policy ID.
3. Complete the email verification sent to your registered inbox.
4. Select the corresponding order, choose your shipping issue, and follow the instructions to submit your claim.

Review Timeline: Seel typically reviews and processes claims within 48 business hours.

Need Help? Contact Seel customer service at support@seel.com.

Payout Standard: The full amount paid for the order, excluding shipping fees.

If the package has not been delivered and there are no valid tracking updates:

• Domestic shipping: The package is considered lost if it has not been received within 30 days after shipment.
• Cross-border shipping: The package is considered lost if it has not been received within 60 days after shipment.
• If the tracking information shows an abnormal shipping status at any time, you may submit a loss claim immediately without waiting for the time periods above.

If tracking shows “Delivered” but you did not receive the package:

The claim must be submitted within 7 calendar days of the official delivery date shown by the shipping carrier.

One of the following supporting documents is required:

• Official police report
• Doorway surveillance footage or real-scene photos
• Loss confirmation certificate issued by the shipping carrier
• Written verification issued by a qualified third-party institution

Payout Standard: Compensation is determined based on the extent of the product damage, with a maximum payout equal to the full amount paid for the order, excluding shipping fees.

• Claim Deadline: Submit your claim within 7 calendar days after delivery.
• Required Documents: Clear photos of both the outer packaging and the damaged product.
• Not Covered: Product defects that existed before shipment or damage caused by the customer are not covered.
• Final Decision: All damage claims are subject to Seel's official assessment and final determination.

Payout Standard: A flat compensation of $5 USD per order, which may be settled in the customer's local currency.

Claim Deadline: Claims must be submitted within 90 days of the order purchase date and after the shipment meets Seel's official delay criteria.

Delay Criteria:

• Domestic shipping: The shipment is considered delayed if it has not been received within 10 days after dispatch.
• Cross-border shipping: The shipment is considered delayed if it has not been received within 30 days after dispatch.

Seel will automatically determine the delay status based on official logistics tracking information.

Important: Filing a delay claim will not affect your ability to file a later loss or damage claim for the same order. All compensation payouts are subject to Seel's final review and approval.

Worry-Free Purchase and Bag Care Protection are two separate protection plans with different coverage and claim channels.

Worry-Free Purchase

• Underwriter: Seel
• Coverage: Package loss, damage during transit, shipping delays, and return shipping fees.
• Claim Portal: https://resolve.seel.com/montana-west-world

Bag Care Protection

• Underwriter: Montana West
• Coverage: Product quality issues related to the bag itself.
• Claim Email: support@montana-west.com

Which claim channel should I use?

• Package loss during transit, transit damage, shipping delays, or return shipping fees → Worry-Free Purchase (Seel)
• Quality defects occurring after daily use → Bag Care Protection
• Scratches, indentations, missing items with an intact outer package, or receiving the wrong item upon delivery → Bag Care Protection

Yes, gift cards can be used for payment online and in the Montana West store locations.

All purchase transactions are made using Secure Socket Layer (SSL) protection. To learn more about how we keep your information secure, visit our Privacy Policy.

No, Mystery Box items are NOT eligible for any discounts.

Montana West's purses are made in various countries around the globe, including Cambodia, China, among others.