At Martwil, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are happy to assist you with returns, exchanges, and refunds under the following conditions.
1. Return & Exchange Policy
We offer a 30-day return and exchange policy from the date of delivery. Please do not send return items to the sender's address from the package you received. Please contact our customer service support@martwil.com to obtain the exact return address that matches your order.
Eligibility for Returns & Exchanges:
To be eligible for a return or exchange, items must meet the following conditions:
- Unused, unwashed, and unaltered (free from wear, stains, odors, or damage).
- Returned in their original packaging with all tags intact.
Items Not Eligible for Return or Exchange:
- Items marked as Final Sale or Clearance.
- Underwear, accessories, bags, and gift items due to hygiene reasons.
- Products that show signs of wear, washing, or alteration.
- Returns due to color differences, personal preferences, or sizing issues (please refer to our sizing chart before purchasing).
Return Shipping Costs:
- Customers are responsible for return shipping fees.
- We recommend using a trackable shipping method and providing the tracking number after dispatching the return.
2. Return & Exchange Process
Step 1: Request a Return
To initiate a return or exchange, please contact our customer support team at support@martwil.com with the subject “RETURN REQUEST” and provide the following details:
- The name of the item(s) you would like to return
- the order number
- the reason for return
- a photo of the item in its current state
Step 2: Ship the Item Back
After we approve your request and provide our return/exchange address, please return the item within 7 days by following our instructions. We recommend using a tracking service for delivery confirmation, as we can only issue a refund/exchange once we receive the product back.
Step 3: Refund or Exchange Processing
When we get your return, we will look over the item within 3-7 working days and process a replacement for an exchange or issue a refund.
3. Order Cancellation Policy
- Orders may be canceled within 24 hours of purchase for a full refund.
- Orders canceled after 24 hours but before shipment will incur a 15% processing fee.
- Orders that have already been shipped cannot be canceled. Please review your order carefully before confirming your purchase.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery with:
- Your order number
- Clear photos of the product showing the issue
- We will provide a replacement or a full refund at no additional cost.
5. Contact Information
For any return, exchange, or refund inquiries, please reach out to our customer service team:
Email: support@martwil.com
Return Address: 351a Holloway Road, London, England, N7 0RN
Return addresses vary depending on your location. To ensure the most efficient processing, please contact our customer service team at support@martwil.com for the appropriate return address before shipping any items.
Thank you for shopping with Martwil. If you have any questions, feel free to reach out to our support team—we’re here to help!