PAYMENT & GIFT CARDS
Payment can be made securely online using
- American Express
- Apple Pay
- E-Gift cards
Please note that we do not store customer’s credit card details within our website database.
e-Gift cards are available in amounts ranging from 150 € to 500 €. Do not hesitate to send an email to firstname.lastname@example.org if you need a personalized amount.
All of our prices are in Euros.
Reimbursements for returned items will be made in Euros based on the Euro retail price and Martinez is not responsible for any differences related to changes in exchange rates.
Once we have received your order request, it will be processed by our warehouse within 1-2 working days.
Once your order is processed, delivery time depends on the country of delivery.
How can I track my order?
For all orders placed, whether or not you have a customer account, an email is sent as soon as it is shipped.
You can also track your order by heading to your customer account then clicking on the order number.
If you didn’t receive your tracking information, try checking your spam or sending us an email at email@example.com.
Delivery fees may vary depending on your shipping address and the carrier you chose.
|EUROPE||Orders under 300€||Orders over 300€|
|Relay Point - Mondial Relay||Free||Free|
|Standard Shipping - Colissimo||5€||Free|
|Express Shipping - DHL||10€||5€|
|REST OF WORD||For all orders|
|Express Shipping - DHL||15€|
The list of countries included in these two zones are expanded on below (see “Delivery time”).
We are working our hardest to expand the list of countries we can ship to. If you wish to be kept in the loop for any updates to our shipping policy that may concern you, please send us an email at firstname.lastname@example.org.
Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible. Goods may be subject to random customs checks which can extend delivery times.
Keep in mind Martinez can only insure your package through transit and the customer bears responsibility after delivery.
Relay Point Shipping
|Austria||2- 3 days||3 - 4 days|
|Belgium||1- 2 days||3 - 4 days||3 - 6 days|
|Bulgaria||1- 2 days|
|Croatia||1- 2 days|
|Cyprus||1- 2 days|
|Czech Rep.||1- 2 days||4 - 5 days|
|Denmark||2 - 3 days||4 - 5 days|
|Estonia||1- 2 days||6 - 7 days|
|Finland||1- 2 days|
|France||2 - 3 days||2- 3 days||3 - 6 days|
|Germany||1- 2 days||5 - 6 days|
|Greece||1- 2 days|
|Hungary||4- 5 days||5 - 6 days|
|Ireland||2 - 3 days||4 - 5 days|
|Italy||1- 2 days||3 - 5 days|
|Kosovo||1- 2 days||6 - 7 days|
|Lativa||1- 2 days||6 - 7 days|
|Liechtenstein||1- 2 days||3 - 4 days|
|Lithuania||1- 2 days||5 - 6 days|
|Luxembourg||1- 2 days||3 - 4 days||3 - 6 days|
|Malta||1- 2 days|
|Monaco||1- 2 days||2 days|
|Poland||1- 2 days||5 - 6 days|
|Portugal||1- 2 days||4 - 9 days|
|Romania||1- 2 days|
|Slovakia||1- 2 days||4 - 5 days|
|Slovenia||1- 2 days||5 - 6 days|
|Spain||1- 2 days||3 - 7 days||3 - 6 days|
|Sweden||1- 2 days||4 - 6 days|
|The Netherlands||1- 2 days||3 - 4 days|
|United Kingdom||2 - 3 days||3 - 4 days|
|Australia||6 - 7 days|
|United States||4 - 5 days|
|Canada||8 - 7 days|
|Israel||4 - 5 days|
|New Zealand||6 - 7 days|
|South Korea||5 - 6 days|
|Japan||5 - 6 days|
|Taiwan||5 - 6 days|
|United Arab Emirates||3 - 4 days|
|Hong Kong||3 - 4 days|
|Qatar||3 - 4 days|
|Singapore||5 - 6 days|
|Iceland||2 - 3 days|
|Norway||2 - 3 days|
|Switzerland||1 - 2 days|
|Turkey||4 - 5 days|
If for any reason you refuse a shipment from Martinez, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to Martinez. This amount will be deducted from your refund.
Please email your shipping and handling questions or comments to email@example.com.
Custom duties & Taxes
Items in your order that are designated for shipment to countries outside of France may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees").
As we sell in DDP except for the UK where taxes are payable by you, Souliers Martinez is responsible for all Import Fees. If the carrier asks you to pay them, please email us on firstname.lastname@example.org.
In the UK, the carrier will hand over the goods to you against payment of duties and taxes.
This request can be made either by email or by post. If you do not receive anything, please email us on email@example.com.
For Switzerland and Dubai, your government may ask you to pay taxes directly.
My parcel is missing, lost or has been returned to sender
Please contact our Customer Service Team at firstname.lastname@example.org with your order number and details on the issue.
We always hope you love the products you have purchased. Please know your Martinez shoes have been carefully made by hand in Spain and gone through our quality inspection. Due to the handcraftsmanship and our natural material choices, slight irregularities may occur. We do not consider minor markings or inconsistency in color as constituting a flaw.
Which products can I return?
All products sold on the site can be returned, whether they are full price or on sale.
Can I exchange my shoes for another size?
You may exchange your shoes for a different size or a different style, given that your size is still available.
To obtain exchange instructions, please fill our Return Form or reach out to email@example.com.
How do I return an item?
If you wish to return an item, simply fill out our Return Form and we will get back to you with instructions as soon as possible.
The merchandise must be returned in the same condition in which it was shipped to receive a full refund. This includes the original packaging and the box it came in. Martinez boxes should not be used as the actual shipping box. Please note, original shipping fees will not be credited back upon return.
We only allow returns to be made from the address used for outbound delivery.
You can return your items within 14 days of receipt of your shipment.
Items that are being returned without an exchange will have our standard shipping charges deducted from the refund (15€) per return request. Damaged or missing outer packaging will result in a 5€ additional charge.
Please note we never reimburse custom duties and taxes.
Can I Return an order paid for with a e-Gift Card?
If you used a e-gift card to pay for the purchase, we will credit the refund to the gift card.