Refund policy

RETURNS, EXCHANGES & REFUNDS

All sales are final.

If you were sent the wrong item, incorrect size, or your item arrived damaged, please contact our team and we will review the issue and arrange a replacement or refund if approved.

If you would like to request a size exchange, please contact us and we will assist if the requested size is still in stock. Due to the limited nature of our drops, exchanges are subject to stock availability.

For any approved returns or exchanges, the customer is responsible for covering the return shipping cost. Please use a reliable shipping service that provides tracking and proof of postage, as we are not responsible for lost or stolen return packages.

To start a return request, please contact our support team:

Email: marteli.clothing7@gmail.com

UNDELIVERABLE OR UNCLAIMED PACKAGES

If a package is undeliverable or unclaimed, it will automatically be returned to us. This process is handled by the shipping carrier and is unfortunately outside of our control, so return times may vary.

Once the package is returned to us, we will contact you to confirm how you would like to proceed.

If you choose to have the package reshipped, you will be required to pay the shipping cost again.

If you choose to cancel the order, we will issue a refund for the order amount minus any shipping charges or return fees incurred.

CHARGEBACK & FRAUD POLICY

By completing a purchase on our website, you agree to contact us first to resolve any issue before initiating a chargeback with your bank or payment provider.

Any fraudulent chargebacks will be investigated and disputed with the payment provider using order confirmation, shipping confirmation, tracking information, and delivery verification.

We reserve the right to block customers who abuse chargebacks or attempt to fraudulently dispute purchases.

By placing an order on our website, you agree to all store policies listed on this site.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at marteli.clothing7@gmail.com.