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- Orders and general questions
How can I buy a product from the Marte┬┤s website?
Very easy! To buy a product on Marte you just have to complete some steps.
- Add your products to the bag by clicking on the "Add to Bag" button.
- Click on the "check out" button that you will find inside the bag.
- If you are a member of Marte, you only have to review the purchase information, accept the terms and conditions and click on the purchase button.
Do you have a physical store?
We only offer an online service. In the near future, we plan to open our office and turn it into a working space and showroom, where you can come and meet us and try on the clothes. We would love to explain the production process, show you the products so you get to know MARTE┬┤s world a little bit better.
Can I add a different address from the one that I already have in my account?
Sure! In the purchase information, you will have the option to change the address, no problem.
I made an error when completing my purchase information, can I modify them?
If at the end of the purchase you see that some information is wrong, do not worry. Simply write to firstname.lastname@example.org and tell us your problem and the changes that need to be made. We will modify it so that everything goes well.
Can I exercise my right to desist?
Yes, as long as you give up before 15 days since the reception of the purchase. You must fill out a form and send it to us by email or post. For more information access the legal terms and conditions. Any questions do not hesitate to write to email@example.com.
How can I contact Customer Service?
You can contact us through firstname.lastname@example.org At this address you can ask any questions you may have regarding the web, product references, photography, projects, etc. We will answer you as soon as possible.
How do I use a discount coupon?
Once at the check out process, you can enter your discount code by displaying the tab that says "Validate Discount Code" just before the "Buy" button. The price will be recalculated with the discount already applied. Do not be scared if you see that the screen is loading.
- Payment methods
What payment methods do you accept ?
The payment methods that we accept are: credit or debit card (Visa, Mastercard), Paypal and Apl├ízame.
Is it safe to use my credit card to make a payment on your website?
Marte we know how important your personal information is for you, that's why we comply with all security standards regarding the treatment of the information you provide us. Your data will be safe at all times in accordance with Organic Law 15/1999, of December 13, on the Protection of Personal Data.We do not store any of the data of the debit or credit card that you use for the payment of a product. At the time of processing the order, the data of the card will be transmitted in a completely secure and encrypted way to the payment platforms with which we work with, which will be responsible for carrying out the transaction with the bank.
As soon as you buy a product, we will send you a confirmation email indicating the details of your purchase, your order number and your traceability number so that you can locate (through the carrier's website) your order whenever you want. If you can not find it in the inbox, check the spam folder or write to email@example.com
What happens if the carrier arrives and I am not at home or at the address where I indicated the reception of the order?
No problem! It depends on the distribution company that is responsible for the shipment. Check in the purchase confirmation email which company is delivering the order and get in touch with them or write to firstname.lastname@example.org
Will the shipping company contact me before making the delivery?
At Marte we send you an email with the order confirmation and a locator code so you can track the order. We will inform you in the confirmation email as it depends on the shipping company.
- Returns & exchanges
What is the deadline to request a change or a return?
You can request your change or return within 15 days from the reception of your order.
I want to exchange a product, how do I do it?
Exchanging a product is very simple!You just have to fill out the exchanging form, which you will find in Exchanges&Returns (footer). Once you finish the process we will send you an email confirming the exchange request and from Customer Service we will take care of everything, without any additional cost, it is free.
Watch out! There is only free shipping on the first exchange; from the second exchange, you will be charged.
To know more about the exchanges process and policy click on EXCHANGES.
I want to return a product. How can I do it?
Returns are managed the same way as exchanges. You just have to fill out the exchanging form, which you will find in Exchanges&Returns (footer). Once you finish the process we will send you an email confirming the exchange request and from Customer Service we will take care of everything, without any additional cost, it is free.
I want to return / exchange a gift, how can I do it?.
Very simple, it is managed just like a normal return / exchange. You just have to fill out the exchanging form, which you will find in Exchanges&Returns (footer). Once you finish the process we will send you an email confirming the exchange request and from Customer Service we will take care of everything, without any additional cost, it is free.
How long do It takes to receive my refund?
As soon as we check, that both the article (s), as well as the possible components, accessories, promotional gifts and documentation, are complete and under the same conditions in which we send it to you, we will proceed to refund the money paid for the products acquired. It usually takes a week from the moment we receive the product.
I received a wrong product, What can I do?
We apologize for any inconvenience we may have caused you.Please, get in touch with Customer Service through the following email email@example.com
What can I do if a product is missing from my order?
Sometimes we do not send everything you have ordered in a single delivery (for example, for temporary lack of stock), so first of all we ask you to check your emails - the order shipping notification ones - to see if any of your items have been sent separately.If your order has been sent separately, the delivery note will only include the items sent in that part of the order.Please, check the delivery notes of each part of your order to ensure that nothing is missing.If any item is missing, contact Customer Service at firstname.lastname@example.org
What can I do if I received a defective product?
We apologize for the inconveniences we have caused you. We will solve it as soon as possible.You must contact Customer Service as soon as you discover the defect through email@example.com Please, give us as much information as you can about your order number, the defective product and the description of the defect, as well as if you prefer a refund or a replacement (at no additional cost to you).
What can I do if my order is delayed?
If your order has not arrived at the expected day, we are here to help you. Before contacting us, you should check in your confirmation email if your order has been shipped with a company that offers a tracking link. You can click on the link you will find in the confirmation email to see the status of your order. Go to "My Account" to verify that the delivery address and your personal information are correct.Check if you have received a warning message from the shipping company. Your package may be in the shipping company's warehouse waiting for a new delivery attempt to be made.Check if your neighbours have accepted the package in your name.If you still have not located your order, please contact us through firstname.lastname@example.org
How can I find my size?
Marte offers a size guide on the product description file that will facilitate the process of deciding the size. Follow the steps given in the size guide, it will help you to find your perfect size. If you still dont know what your size is you can contact us through email@example.com. We totally understand how hard it can be sometimes!
Do you replace the out of stock products?
At Marte we always listen to our customers. If you miss one of our products please contact our customer service team through firstname.lastname@example.org
How do I take care of my product?
We appreciate this question because we really like to take care of things. In the product description file you will find all the information regarding the components, properties and care of the product. You will also find care information on the label inside the product.
Can I ask any other question about a product?
Yes, of course, ask us through support@wearingmarte. Also you can write us via Twitter since we use it as customer service. At @wearingmarte you will find different contents so that you can interact with us whenever you want.