Refund policy

Our policy lasts 14 days. If 14 days have gone by since you receive your products, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Due to the intimate nature and hygienic standards of intimate clothes, it is not possible for us to process returns/exchanges of Socks.

Orders from Size 36 and from Size 45 to 50 are manufactured as a special order tacking two to three weeks to be complete. We don't accept returns from special orders.

Partial Refunds (if applicable) 
There are certain situations where only partial refunds can be granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at, once you receive the approval to return, send your item to :

Luis Miguel Carvalho Oliveira trading as By The Mountain 

Rua Dr. António Vitorino Namorado, 28 - Passos

3500-541 Silgueiros, Viseu


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, you should mail your product to:

Luis Miguel Carvalho Oliveira trading as By The Mountain 

Rua Dr. António Vitorino Namorado, 28 - Passos

3500-541 Silgueiros, Viseu


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Any customs or import charges incurred with the return of your Boots/Shoes/Sneakers are the responsibility of the customer and will not be covered by "By the Mountain". If unsure please check with your local customs office before placing an order.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We offer the shipping costs on all purchases with value higher than 200,00€. In case of a return of 1 or more articles of that purchase, we will deduct the value/costs of the original shipping from the refund you are entitled.

Every costs with admin fees and customs are from the buyer responsibility and will be deducted from any refund the buyer is entitled.