To streamline the process, we now handle all returns through our dedicated returns portal: https://marticollection.com/pages/returns-portal

To begin:

1. Enter your order number (starts with 822)

2. Enter the email address you used for the purchase

3. Follow the steps indicated on the portal. If you choose to send the return at your own expense, make sure to include the same order details (name, address, and order number). If this information is not included, your return may not be identified and therefore will not be processed.

We only process requests made through the portal. We do not accept return requests by email.

• Returns:

Returns:
All shipping costs associated with returns are the responsibility of the customer and are non-refundable.

For returns from Portugal and Spain Mainland, customers may choose to use our return label service thorugh our returns portal. In this case, a return label will be provided and a fixed cost of €7 will be deducted from the refund amount.

If the customer chooses not to use our return label service, they must arrange and pay for the return shipment independently. In this case, all shipping costs and responsibility for the return shipment remain with the customer until the parcel is received by us.

Items must be returned:

• In perfect condition, unworn, unwashed, free from stains, odors, makeup, or signs of use;
• With all original tags attached;
• Dresses must be returned with the original tag that clearly states: “No returns without this tag” Returns will not be accepted if this tag is missing.

Shipping requirements
To ensure a smooth return process and fair costs for all customers, please keep the following in mind:

•⁠ Avoid large or bulky boxes when using our return service. The cost charged by the carrier depends on volume, and if a package larger than necessary is used, an additional fee may be applied, which will be deducted from your refund.

•⁠ If the item was originally sent in an envelope, we recommend returning it in similar packaging. Sending it back in a box significantly increases the shipping cost, and in these cases, the extra cost will be charged to the customer.

•⁠ Returns must be sent in appropriate, clean, and well-protected packaging. We cannot accept returns sent in garbage bags, wrinkled, or poorly packed. The item must arrive in perfect condition.

Scope of the return service
•⁠ Our return service — in which we provide a return label and deduct the corresponding cost from the refund — is available only for Portugal and Spain.

•⁠ For returns from other countries, shipping is entirely the customer’s responsibility, using the carrier of their choice.

If these conditions are not met, MARTÏ reserves the right to refuse the return. In such cases, the item will be returned to the customer upon payment of return shipping costs.

• Once we receive the item, we will proceed with its evaluation.
• A confirmation of receipt will not be sent — please track the return shipment using the tracking number.
• If approved, the refund will be processed through the same payment method used in the purchase.
• If not approved due to non-compliance with our policy, the customer will be notified by email.

Important note: Refunds are not automatic and may take up to 15 business days to be processed, due to internal verification and banking times.
Please only contact us if you have not received your refund after this period.

Shipping costs are non-refundable.

INTERNATIONAL RETURNS

• For returns sent from outside the European Union, the invoice must be attached to the outside of the package.
• MARTÏ is not responsible for customs duties or clearance fees.

In the event of a return, any applicable customs costs will be deducted from the refund amount, as these charges are initially covered by us and subsequently offset.

We are unable to provide the exact amount in advance, as it depends on several factors, including the country of origin, the destination of the refund, the weight of the package, and the items being returned.

DEFECTIVE OR INCORRECT ITEMS
• If you receive a defective or incorrect item, you must contact us within 48 hours of receiving it, through our customer support channels.
• We do not accept returns of defective items without prior communication. Sending defective items without notifying us will result in the return being refused.
• MARTÏ is not responsible for damage to already used items that show defects caused by misuse, incorrect washing (e.g.: mixing colors, not following washing instructions), or poor storage.

HAVEN’T RECEIVED YOUR ORDER? — WHAT TO DO

Before contacting us, please check if the item you purchased is a pre-order — in that case, the shipping date is indicated in the product description at the time of purchase.

Please note that delivery is considered complete once the delivery receipt is signed at the indicated address.