Refund Policy

RETURN POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, 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.

To start a return, you can contact us at info@martaycarlos.com

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@martaycarlos.com

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.

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 info@martaycarlos.com

Average Delivery Time

Below you will find the average delivery time for all our packages:

Once an order is placed, we take 1-3 working days to process the order. During the week it takes one working day, but if you order on a Friday evening or at the weekend it may take a little longer. Once your order has been processed, it will be dispatched and delivery takes an average of 8-12 working days.

We strive to make the ordering and delivery process as easy as possible for our customers. However, if you have any questions or further concerns, please do not hesitate to contact our customer service team.

Placing an Order

Placing an order is as simple as possible. First, you need to go to the product page and add the product you want to your shopping cart. To do this, click on the "Add to cart" button. Here it is important to check that you have selected the correct variants. If everything is in order, click on the "Proceed to checkout" box. On the information page, you will need to enter the correct address details. Make sure that all the information is correct. When this information is filled in correctly, you can click on the "Continue shipping" button. On the "Dispatch" page you have the opportunity to check the address data you have entered. It is also pointed out that every shipment is sent completely free of charge. As a token of our appreciation to our customers, we always pay the shipping and delivery costs. You can now proceed by clicking on the "Proceed to payment" box.

Payment Options

In the payment options you have the choice between different payment methods. All payment options are SSL-encrypted, which means you can always rely on a secure payment environment.

• Credit card (AMEX, Mastercard, Maestro, Visa)
• PayPal account
• Mercado Pago

Once you have selected the correct payment method, you will need to click on the "Complete Order" box and you will be redirected to your chosen payment method. Follow the instructions on this page to complete your order. In the unlikely event that you have any problems with your order, you can always contact us.

Shipping Cost

We cover the shipping costs for every order. All of our products are delivered to your door 100% free of charge. There is also no minimum order quantity required.

Shipping Your Order

Have you found the perfect look or accessory on our website? Then you want to enjoy it as soon as possible! That's why we make sure your order is processed and shipped as quickly as possible. To ensure that we can charge fair prices for our products, we have chosen to collect parcels in large quantities and ship them all at once once we have reached our minimum quantity. We hope for your understanding and willingness to help us create a better and more sustainable shopping experience.

Please Note

Like many other online shops, we may experience high demand which can sometimes cause delays. Please take this into account when placing your order. We will do our best to ship your order as quickly as possible.

To ensure your order is dispatched today, please contact us by email. Our service team will be happy to advise you on the right solution.

PLEASE NOTE THAT WE DO NOT DO FREE RETURNS, CHARGES APPLY.

Return Process

Is it possible to return my order? Yes, this is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. In this case, the order must meet the following conditions:

• The order still contains all the appropriate parts, components and the packaging has arrived exactly as the product.
• Normal handling of the product is evident, breakage due to careless handling is excluded.
• Products for which hygiene is important have been thoroughly cleaned before the return process begins.
• The product has been found to be defective immediately upon receipt.
• We are entitled to charge the customer for shipping costs.
• A return will be processed within 7 working days and if the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How Can I Return My Order?

If your order meets the above conditions, please contact us at info@martaycarlos.com to initiate the returns process.