Shipping Policy

Mountoy is a trading name of LEGEND SKYLINE LTD, registered in England and Wales under company number 15958954. This policy explains how orders placed through mountoy.com are processed and delivered.

  1. Order Processing and Production

Most Mountoy products are made to order. Please allow approximately 3–7 business days after your order is placed and payment is confirmed for processing and production before dispatch.

Processing time is separate from shipping transit time. Orders placed during holidays, promotions, or periods of high demand may take longer. If we become aware of a significant delay affecting your order, we will contact you using the email address provided at checkout.

Business days are Monday through Friday, excluding applicable public holidays.

  1. Estimated Shipping and Delivery Times

After your order has been dispatched, estimated shipping transit times are:

• United States: approximately 3–7 business days.
• Other supported international destinations: approximately 5–15 business days.

Including processing and production, the estimated total time from order placement to delivery is:

• United States: approximately 6–14 business days.
• Other supported international destinations: approximately 8–22 business days.

If a different timeframe is expressly stated for a particular product or shipping service before purchase, that timeframe applies.

Delivery estimates are not guaranteed arrival dates. Carrier disruptions, customs inspections, public holidays, severe weather, and remote delivery locations may affect delivery times. These estimates do not limit any rights you may have under applicable consumer law.

  1. Shipping Destinations

We accept orders for destinations where shipping is available at checkout. Available delivery services may vary by product and destination.

If no shipping option is available for your address, please contact contact@mountoy.com before placing an order.

  1. Shipping Charges

Shipping charges depend on the destination, products ordered, and available delivery service. Applicable shipping charges are displayed at checkout before you complete your purchase.

Any free-shipping promotion applies only where its stated conditions are met and the discount is reflected at checkout.

  1. Dispatch and Tracking

When your order is dispatched, we will send a shipping confirmation to the email address provided at checkout. Tracking details will be included where tracking is available for the selected delivery service.

Tracking information may not update immediately after a shipping label is created. Please allow time for the carrier to receive and scan the package.

If you have not received shipping information after the estimated processing period, please contact us with your order number.

  1. Separate Shipments

Items from the same order may be produced or dispatched separately and may arrive on different dates. Where available, tracking information will be provided for each shipment.

We will not add shipping charges after purchase solely because we choose to split an order into multiple shipments.

  1. Customs Duties and Import Taxes

International orders may be subject to customs duties, import taxes, or carrier handling charges imposed by the destination country.

Unless checkout expressly states that these charges are included, they are not included in the product price or shipping charge and may be payable by the recipient.

Customs clearance may extend delivery times. Please check the requirements applicable to your destination before ordering.

  1. Shipping Address Changes

Please check that your shipping address is complete and correct before placing your order.

If you need to change your shipping address, contact contact@mountoy.com as soon as possible with your order number and the corrected address. We will try to accommodate your request, but changes may not be possible once fulfillment or dispatch has begun.

If a package is returned because of an incorrect or incomplete address, we will contact you about the available options. Any applicable reshipping charge will be explained before you agree to a new shipment.

  1. Delayed, Lost, or Undelivered Packages

If your order has not arrived within the estimated delivery timeframe, please contact us with your order number and tracking details, if available. We will review the shipment and work with the relevant fulfillment partner or carrier to investigate.

If tracking shows “delivered” but you cannot locate your package, please check the delivery address, safe places, household members, neighbors, or building reception. If the package is still missing, contact us so we can help investigate.

If an order is confirmed lost or cannot be delivered, we will work with you to arrange an appropriate resolution, which may include a replacement or refund, depending on the circumstances and applicable consumer rights.

  1. Damaged, Incorrect, or Incomplete Orders

If your order arrives damaged, contains the wrong item, or appears incomplete, please contact contact@mountoy.com promptly.

Include your order number, a description of the issue, and photographs of the item and packaging where relevant. Please retain the packaging while we review the issue.

For full information about returns, replacements, and refunds, please read our Returns & Refund Policy.

  1. Contact Us

For questions about processing, shipping, tracking, or delivery, please contact:

Mountoy — LEGEND SKYLINE LTD
Company number: 15958954
Registered address: 24–26 Arcadia Avenue, Fin009, London, N3 2JU, United Kingdom
Email: contact@mountoy.com

We usually respond within 1–2 business days.

The registered address above is provided for business identification. Please contact us for return instructions before sending any goods.