Frequently Asked Questions

If you have ordered the wrong item or quantity, please contact us as soon as possible at Hi@martinaz.com.

Please don’t forget to identify the order number, and it would be better if you write to us from the same email address registered with the order for modification.

If you need to change your shipping address, please contact our customer service team as soon as possible.

You can email us at Hi@martinaz.com with your order details and the new shipping address. Be sure to include your order number in the email to help us process your request more efficiently.

Please note that we can only make changes to the shipping address if the order has not yet been processed or shipped. If your order has already left our warehouse, we won’t be able to modify the address or will be a cost from the delivery company.

At this moment, we ship from two different warehouses:

• Madrid, Spain for European countries
• Shenzhen, China for the rest of the world

Your order will be shipped from one of these locations depending on the country and stock availability.

To track your order, follow these steps:

1. Check Your Confirmation Email: Once your order has been shipped, you will receive a confirmation email containing a tracking number and a link to track your shipment.

2. Visit the Carrier’s Website: Use the tracking number provided in the email to track your order on the carrier’s website . You can also check the general tracking websites, copying the received tracking number :

   • https://www.aftership.com/track
   • https://www.17track.net/en

3. Log In to Your Account: You can also log in to your account on our website and view the status of your order under the “Order History” or “My Orders” section.

If you have any issues tracking your order or did not receive a tracking email, please contact our customer service team at Hi@martinaz.com for assistance.

We will be happy to help you.

The delivery time for your order depends on several factors, including your location and the shipping method chosen. Generally, you can expect:

• Standard Shipping: Delivery within 8-10 business days for international orders. Including mid and south European countries, UK and US. For orders sent to Spain from the Spanish warehouse orders 24-48h.
• Espress Shipping: Delivery within 3-5 business days for international orders. 24-48h only for European Countries if the order is sent from the Spanish warehouse.

The Processing Time in normal conditions is within one working day, however we could delay until 3-4 days in peak season, local holidays or bank weekend holidays.

Please keep in mind that once the order leaves our warehouse, the delivery time is entirely in the hands of the shipping company, and we have no control over it except through the provided tracking number.

Once your order has been processed and shipped, you will receive a confirmation email with a tracking number and estimated delivery date. For more accurate delivery times, please refer to the tracking information provided.

If you have any concerns about the delivery time, the country you are living in, or need further assistance, feel free to contact our customer service team at Hi@martinaz.com.

• Credit and Debit Cards: We accept major credit and debit cards, including Visa, MasterCard, American Express, and Discover. You can securely enter your card details during the checkout process.

• PayPal: If you prefer to use PayPal to manage your payments, this option is available on our website. Simply select PayPal at checkout and follow the instructions to complete your transaction.

• Bank Transfer: We offer the option of bank transfer for those who prefer to pay directly from their bank account. After selecting this option, you will receive detailed instructions on how to complete the transfer.

• Need help with your payment method? If you have any questions about the available payment methods or need assistance during the checkout process, don’t hesitate to contact our customer service team at Hi@martinaz.com . We’re here to help and ensure that your shopping experience is as smooth as possible.

Yes, it is completely safe to enter your card details on our site. We take your security very seriously and use industry-leading technology to ensure that your payment information is protected. Here’s how we keep your data secure:

1. Secure Sockets Layer (SSL) Encryption: Our website uses SSL encryption to create a secure connection between your browser and our server. This technology encrypts your payment information, making it unreadable to anyone who might intercept it.

2. Payment Card Industry Data Security Standard (PCI-DSS) Compliance: We adhere to PCI-DSS requirements, which are a set of security standards designed to protect card information during transactions. This compliance ensures that we meet the highest security standards in handling your payment details.

3. Secure Payment Gateways: We use trusted and secure payment gateways to process your transactions. These gateways are designed to prevent unauthorized access and protect your financial data throughout the payment process. We use Stripe Inc. for this purposes

4. Regular Security Audits: Our website undergoes regular security audits and updates to ensure that our security measures remain robust against potential threats.

5. No Storage of Card Details: For added security, we do not store your credit or debit card details on our servers. Once your payment is processed, your card information is not retained by us.

Your Privacy Matters: We are committed to safeguarding your privacy and ensuring a secure shopping experience. If you have any concerns or need further information about our security measures, please do not hesitate to contact our customer service team. We’re here to address any questions you might have.

The timing of when the amount is charged to your card depends on the specifics of your purchase and our processing procedures. Here’s a breakdown of how and when charges are applied:

1. Immediate Authorization: When you place an order, we perform an immediate authorization check on your card. This authorization verifies that your card is valid and has sufficient funds or credit. However, this is not an actual charge but a temporary hold to ensure that the payment method is valid.

2. Charge Upon Dispatch: The actual charge to your card typically occurs when your order is dispatched or shipped. This means that the amount will be billed to your card at the point when your items are being prepared for delivery.

3. Pre-Authorization and Charges: In some cases, such as for pre-orders or items that are not yet in stock, the authorization may occur at the time of purchase. However, the actual charge will be applied only when the items are shipped or become available.

4. Pending Charges: You may see a pending charge or hold on your account that reflects the authorized amount. This pending charge will be finalized once the order is processed and shipped.

5. Order Status Notifications: Once the charge is finalized, you will receive an email confirmation with the details of your order and the transaction. This confirmation includes information on the amount charged and the order status.

Questions or Concerns? If you have any questions about the timing of the charges or need further assistance with your payment, please contact our customer service team at Hi@martinaz.com. We are here to help clarify any concerns and ensure a smooth shopping experience for you.

At this time, we do not offer financing or installment payment options on our website. We understand that flexible payment options can be important, and we’re always looking to improve our services to better meet our customers’ needs.

Available Payment Methods: Currently, we accept various payment methods including credit and debit cards, PayPal, and bank transfers. You can choose the method that works best for you during the checkout process.

Future Updates: We are continuously evaluating our payment options and may consider adding financing or installment plans in the future. Please stay tuned for updates on our payment policies.

At this time, we do not offer financing or installment payment options on our website. We understand that flexible payment options can be important, and we’re always looking to improve our services to better meet our customers’ needs.

Available Payment Methods: Currently, we accept various payment methods including credit and debit cards, PayPal, and bank transfers. You can choose the method that works best for you during the checkout process.

Future Updates: We are continuously evaluating our payment options and may consider adding financing or installment plans in the future. Please stay tuned for updates on our payment policies.

We are pleased to inform you that we do not charge any additional fees for using any of the payment methods offered on our website. Whether you choose to pay with a credit card, debit card, PayPal, or bank transfer, you will not incur any extra charges from our side.

Preferred Payment Method for European Customers: For customers located within the European Union, we recommend using bank transfer as the preferred payment method. Bank transfers do not incur any fees for either party, making it a cost-effective option for both you and us.

No Hidden Costs: Our goal is to provide a transparent and straightforward shopping experience. If you have any questions or need further clarification about our payment methods or fees, please do not hesitate to contact our customer service team. We’re here to assist you and ensure your satisfaction with every purchase.

Our return policy allows you to return items within 14 days from the date you or a transportation company communicates receipt of the goods at the shipping address provided in your order. Here are the key details of our return policy:

1. Return Period: You have 14 days from the date of receipt to notify us if you wish to return an item. The 14-day period begins from the moment you or the transportation company confirms delivery at the address specified in your order.

2. Condition of Items: Items must be returned in their original packaging and in the same condition as when they were received. This means the products should be unused, with all original tags and labels still attached, and free from any damage or wear.

3. Initiating a Return: To initiate a return, please contact our customer service team by email at Hi@martinaz.com, indicating in the subject “RMA”. Include your order number and provide a brief description of the reason for the return as described in this FAQ. You will receive instructions on how to proceed with the return.

4. Processing Time: Once we receive the returned item, we will process your return and issue a refund or exchange based on your preference. Please allow some time for processing and to receive your refund.

If you receive a damaged or incorrect item, please follow these steps to resolve the issue:

1. Contact Us: Reach out to our customer service team by email at Hi@martinaz.com. When contacting us, please include your order number and use the email address that you used to place the order. This helps us quickly locate your order and assist you more efficiently.

2. Provide Detailed Information: In your email, clearly describe the issue with the item you received. This helps us understand the problem and provide a suitable resolution.

3. Attach a Photo: Please include a well-lit photograph of the item that clearly shows the damage or the incorrect aspect. Make sure the photo is clear and focused so that we can accurately assess the issue. Good lighting and a clear view of the problem are crucial for us to process your request promptly.

4. Resolution Process: Once we receive your email and the necessary details, our team will review the information and get back to you with instructions on how to proceed. Depending on the situation, we may offer a replacement, a refund, or another suitable solution.

Yes, items must be returned in their original packaging and in the same condition in which they were received. This policy is in place to ensure that returned products can be resold or properly processed for future use. Here’s what you need to know:

1. Original Packaging: Please make sure that all items are returned in their original packaging, including any boxes, bags, or other packaging materials that were included with the product. This helps us verify that the item is returned in its original condition.

2. Condition of the Product: The item should be in the same condition as when you received it. This means it should be unused, with all original tags and labels still attached, and free from any damage or wear. We cannot accept returns of products that have been used or are not in resalable condition.

3. Complete Return: Ensure that all parts, accessories, and documentation that came with the product are included in the return. Missing components may affect the return process.

4. Reason for Return: If the product is returned without its original packaging or in a condition that prevents it from being resold, we may not be able to process the return or offer a full refund.