REFUNDS and RETURNS
14 DAY RETURNS POLICY
FOR INTERNATIONAL ORDERS FROM WE OFFER REFUNDS ONLY AND NO EXCHANGES.
We hope you are completely satisfied with your purchase. However, if for any reason you’re not, you may return or exchange your item(s) within 14 days of receiving your order, subject to your location.
By placing an order with MARTEYA, you acknowledge that you have read and agreed to the terms outlined in this policy.
PLEASE NOTE: ALL RETURNS ARE SUBJECT TO A £3.95 RESTOCKING FEE.
Refunds will be issued to the original payment method, minus the applicable restocking fee. Shipping costs are non-refundable.
ELIGIBILITY FOR RETURNS
To ensure your return is accepted, the following conditions must be met:
• Items must be in their original condition, unworn, unwashed, and with all tags and packaging intact.
• Items must be free from makeup, fake tan, perfume, deodorant, or any marks, stains, or odours. Please take extra care when trying on garments and remove jewellery that may catch or damage delicate fabrics.
• Sale items can be returned for a refund to the original payment method. Exchanges are not available on sale items.
• Final Sale items (as marked) can be returned for a credit note only. No refunds or exchanges will be issued.
• MARTEYA reserves the right to refuse returns that show any signs of wear, damage, or do not meet the above criteria.
SALE & FINAL SALE ITEMS
• Sale items: Refund only to the original payment method. No exchanges.
• Final Sale items: Credit note only. No refunds or exchanges.
Additional Information
• Returns must be initiated within 14 days of receiving your order.
• MARTEYA is not responsible for lost or damaged parcels during return transit; we recommend using a tracked delivery service for your peace of mind.
• Once your return has been received and inspected, you’ll receive a confirmation email. Approved refunds will be processed within 5–10 business days, depending on your payment provider.
How to Initiate a Return or Exchange
1. Contact Us
Email support@marteya.com with your order number, reason for return, and whether you’d like a refund or exchange.
Our Customer Care team will review your request and provide you with the return authorisation and instructions.
2. Prepare Your Return
• Ensure your item(s) meet all return conditions.
• Package the item securely to avoid damage in transit.
3. Send Your Return
Once authorised, our team will confirm the return address by email.
Please note that MARTEYA does not operate a public return centre — all returns must be authorised via email before sending.
RETURN SHIPPING
Customers are responsible for the cost of return shipping.
We strongly recommend using a tracked and insured postal service to ensure your parcel reaches us safely.
MARTEYA is not responsible for parcels that are lost, delayed or damaged during return transit. Any missing parcel issues must be raised directly with your courier.
For international returns, any duties or taxes charged to MARTEYA during the return process will be deducted from your refund total.
EXCHANGES
Exchanges are available for eligible items and are subject to stock availability and the successful return of the item being exchanged in its original condition.
To request an exchange, please email support@marteya.com with your order number, the item being returned, and the size or product you’d like in exchange.
If the new item is priced higher than your original purchase, you will be required to pay the difference in cost before the exchange is processed.
If the new item is priced lower, the difference will be refunded to your original payment method (minus any applicable restocking fee).
If the requested item is unavailable, a refund (minus the restocking fee) will be processed instead.
ADDITIONAL INFORMATION
• Returns must be initiated within 14 days of receiving your order.
• Once your return has been received and inspected, you’ll receive a confirmation email. Approved refunds will be processed within 5–10 business days, depending on your payment provided.
CUSTOMS DUTIES & TAXES
All international orders may be subject to customs duties, import taxes, or handling fees. These charges are determined by your local customs authority and are the responsibility of the recipient.
MARTEYA is not responsible for any customs fees, duties, or taxes incurred on international shipments.
As these costs vary by country, we are unable to advise the exact amount that may be charged.
We recommend contacting your local customs office for more information before placing your order.
If a parcel is refused by the customer due to unpaid duties or taxes, it will be returned to MARTEYA. In such cases, the initial shipping cost and any return shipping or customs fees will be deducted from your refund.
By completing your purchase, you acknowledge and accept full responsibility for any applicable import duties, taxes, and charges that may arise upon delivery.
INSPECTION & APPROVAL
Once your return is received, it will be carefully inspected to ensure that all return conditions have been met.
To qualify for a refund or exchange, items must be unworn, unwashed, undamaged, and returned with all original tags and packaging intact.
You will receive an email notification confirming whether your return has been approved or declined following inspection.
REFUND PROCESS
Upon approval, refunds will be processed to the original payment method used for the purchase.
Please allow up to 10–14 working days for the refund to appear, depending on your bank or payment provider.
Refunds will be issued excluding the £3.95 restocking fee, and any shipping costs or customs charges are non-refundable.
CONTACT
For all return or refund enquiries, please contact our Customer Care team at:
support@marteya.com
Our team will be happy to assist you with your return, exchange, or any policy-related questions.
CHANGES TO THIS POLICY
MARTEYA reserves the right to update or modify this policy at any time. Any changes will take effect immediately upon being published on our website.