Below are some common concerns of our clients before purchasing from Martlia.
If you have other questions, please contact us at support@martlia.com.
How do I know if my order has been placed successfully?
You will receive an automatic email confirming that your order has been processed. Once the order has been shipped, you will receive another email with your tracking ID so you can follow your shipment.
How do I know when my order will arrive?
During checkout, you will see the estimated arrival time for each product in your cart. Delivery times may differ depending on product location and the shipping method selected.
How do I return an item for a refund?
If your item has all original tags and labels attached, remains unworn, unwashed, unsoiled, and is within our 30-day return period, please ship it back following the instructions on the return form.
Remember to fill in your return sheet with your request and include it inside the parcel.
Once we receive your return, we will send you a confirmation email. If everything meets our return conditions, your request will be processed within 2–3 working days.
- Refunds for full-priced items will be issued to your original payment method.
- Refunds for sale items will be issued as a gift certificate for future use.
- Shipping costs are non-refundable.
- All returns must be shipped using a tracked service.
How do I exchange an item?
If your item has all tags attached, remains unworn, unwashed, unsoiled, and is within the 30-day return period, please ship it back following the instructions on the return form.
Once we receive your return, you will get an email confirming receipt. If no issues arise, your exchange will be processed within 2–3 working days, and your replacement item(s) will be shipped with a tracking ID sent to you via email.
Our Returns Policy
- Items must be unused, unworn, unwashed, undamaged, and include all original tags and packaging.
- Items must be returned in their original condition.
- All returns must be shipped within 30 days of receipt.
- A tracking number must be used for all returns/exchanges.
- Sale items may be exchanged or refunded via store credit only.
Something I purchased is now on sale. Can I get a price adjustment?
Due to high demand and limited availability, we do not offer price adjustments at this time.
Do you ship internationally?
Yes, we ship worldwide. Many regions qualify for free shipping, although some exclusions apply.
How do I track my order?
After completing your purchase, you will receive a confirmation email. Once your order has been dispatched, you will receive an email (usually within 24 hours) containing your tracking link.
If you cannot locate the email, you can enter your order number using the Track My Order link in the Customer Service section at the bottom of our website.
Which size should I purchase?
We use standard US sizing unless otherwise noted in the product description.
Our size guide is available on every product page beside the size selector and within the product description.
I saw something advertised but can’t find it on your site.
If it belongs to a new collection, it may not be released yet. Some items are also discontinued or removed if they are limited edition or older stock.
My package shows as delivered, but I haven’t received it.
If no one is home, the courier may leave the package in a safe location. Please check around your property, including behind bins, fences, plants, under mats, or with building management or neighbors.
If your parcel still cannot be found after 10 business days, contact our Customer Experience team with the following:
- Your name
- Order number
- Email used for the purchase
- Shipping address provided at checkout
If your address uses a forwarding service, please contact your forwarding provider directly.
My promo code or gift card isn’t working.
Please ensure the promo code applies to the items in your cart (e.g., not valid on sale items or gift cards). Gift card codes must be entered separately.
If you’re still having trouble, send a screenshot to our Customer Experience team for assistance.