FAQ
What is the delivery time for my order?
When you place an order with Marthino, the delivery time may be different from what you are used to. Since our products are shipped directly from our suppliers, we can save significantly on storage and shipping costs. This allows us to offer our products at very competitive prices.
The average delivery time is 2 to 5 business days (Monday through Friday, excluding holidays).
What should I do if I haven’t received my order?
Due to the high demand for our products, your item may arrive later than expected. We appreciate your understanding. If this period has passed and you still haven’t received your order, please send an email to marthinoshop@gmail.com. We will then investigate what is happening with your package.
I want to exchange/return my order. How do I do this?
To return an item, simply contact our customer service at marthinoshop@gmail.com. Include your name, order number (e.g., #0000) from the confirmation email, and the reason for the return. We will provide you with the return address and confirm the return. Once this is done, you can send the product back to us using the courier of your choice.
What are the costs for returns?
Unfortunately, return shipping costs are the customer’s responsibility. These costs will depend on the courier you choose. Please check the website of the courier you plan to use for more information about pricing.
What are the conditions for returning my product(s)?
There is always a 14-day return period. This period begins on the day you receive the item. However, there are certain conditions for returns:
You can only return an item if:
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The return period has not yet expired;
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The product is in its original packaging and all labels are still attached;
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The product has not been used.
Which payment methods can I use?
We accept payments via PayPal, Apple Pay, and Klarna. If you are unsure whether your payment method is accepted, follow the steps on the payment page to see all available options.
All transactions are processed through secure and reliable payment systems and are therefore 100% safe.
What if I haven’t received a confirmation email for my order?
This should not happen. Please send an email with your full name and email address to marthinoshop@gmail.com, and we will assist you promptly.
Can I cancel my order?
If you want to cancel your order for any reason, send an email as soon as possible to marthinoshop@gmail.com. Include your name, order number (e.g., #0000) from the confirmation email, and, if possible, the reason for canceling your order.