FAQs

Orders & Pre-orders

1. What is a pre-order?
A pre-order allows you to secure and purchase an item before it is physically available for shipping. At MARTI, many of our pieces are on pre-order because they are still being produced, meaning they will be shipped from a specific date. That date is always mentioned in the product description at the time of purchase.

2. How do I know if an item is on pre-order?
Pre-order items are marked as such on the product page, along with the estimated shipping date.

3. When will my order be shipped if it includes pre-order items?

  • If your order contains only pre-order items, it will be shipped on the estimated date.
  • If it includes both available and pre-order items, it will be shipped only when all items are ready. We do not make partial shipments.
    If you want to receive available items earlier, we recommend placing two separate orders.

4. Can I change or cancel my order after it’s placed?
If it hasn't been shipped yet, you can request changes or cancellation by emailing info@marticollection.pt with your order number.

Shipping & Delivery

5. What is the delivery time?

  • Portugal & Spain: 3 to 5 business days (except pre-orders). Once shipped, delivery usually takes 1 to 3 business days.
  • Europe: 3 to 7 business days
  • Rest of the World: 7 to 10 business days

During campaigns or pre-order periods, delivery times may be longer.

6. How much does shipping cost?

  • Portugal & Spain: €5 for orders under €100, and free for orders over €100.
  • For other countries, we recommend simulating the cost at checkout. Shipping is calculated automatically based on the destination.

7. How can I track my order?
Once your order is shipped, you’ll receive an email with a tracking code.
If you don't receive the email:

  1. Check your spam or junk folder
  2. Make sure your email is correct
  3. Wait until the delivery window ends — your order may still be in preparation.

Returns & Exchanges

8. Can I return or exchange an item?
Yes!

  • For Events Collection items, you have up to 5 days after delivery.
  • For all other items, you have 14 days after delivery.
    See full policy here: Return Policy

9. How do I return an item?
Email info@marticollection.pt with your order number and the items you want to return. We’ll guide you through the process. Returns without prior contact will not be accepted.

10. Are returns free?
No. Return shipping costs are the customer’s responsibility, except in the case of defective items.

11. When will I receive my refund?
Once the items are received and verified, your refund will be issued within a maximum of 14 business days using the same payment method.
If you don’t receive it within this period, contact us. Note that refunds are not automatic — all items are checked by our team first.

Payments

12. What payment methods do you accept?
We accept:

  • MB Way
  • Credit/Debit Card
  • PayPal

13. My payment failed, what should I do?
Check the data you entered and try again. If the issue persists, contact us at info@marticollection.pt.

Products

14. I don’t know which size to choose. Can you help?
Of course! Each product page includes a size guide. If you’re still unsure, send us your measurements via email or Instagram DM.

15. An item is sold out. Will it come back?
It may be restocked. If you'd like to be notified, activate the stock alert on the product page. We cannot guarantee exact restock dates.

Other Questions

16. Can I send an order as a gift?
Yes! Just select that option at checkout. We won’t include prices in the package and you can add a personalized message.

17. I have a discount code. How do I use it?
At checkout, enter the code in the “Discount Code” field. Only one code can be used per order.

18. Do you offer a first-order discount?
No, at the moment we do not offer a first-order discount.

19. How can I contact you?

Important Note:
Our response time can be up to 72 business hours, depending on message volume.
Customer support hours: Monday to Friday, from 9am to 6pm.
Please do not send duplicate messages (email + DM). Choose just one contact channel so we can respond more efficiently.

Thank you for your understanding and patience 💗