FAQ

We accept American Express, Visa, Mastercard.

We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.

When you place your order, we will email you to confirm that your order is received. This is an acknowledgment that we have received your order and does not mean that your order has been confirmed. Once your order processing is complete, an e-mail confirmation will be sent, including your shipping information. This email acts as an invoice and includes your order and tracking number. Standard processing time is 2-4 business days, this may take longer during busy periods.

Sometimes we reject orders, for example, because a product is unexpectedly out of stock; because you are located outside an approved delivery location; or because you have, or we suspect you have, breached our Terms & conditions. When this happens, we let you know as soon as possible via cancellation email, and we will not charge you for your order as a full refund will be issued.

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Please allow up to two hours for the tracking number to become active.

We do not offer the exchange service.

You have 14 days, from the date you received your order, to return your purchase. Items must be returned to us unused and in the same condition that they were received in. Please ensure before you return an item that all tags are attached, all original packaging is present and intact. For footwear, please place the shoebox inside protective packaging.

Notify us within the 14-day period by email at customercare@martine-rose.com using the form stated in Section 9 of Terms & Conditions of Sale.

Returns that do not meet our policy will not be accepted.

Please check if orders to your region are shipped DDP (Delivered Duty Paid “Included”) or DDU (Delivery Duties Unpaid “Excluded”) - you can find this information on the help page.

If your order is shipped DDP, it means all import taxes, duties, and customs fees are calculated and paid for during checkout. The final price you see on our website is exactly what you pay. If your order is shipped DDU, you are responsible for any import taxes, duties, and customs fees that arise during the shipping journey.

Please do not pay them. Since your order is shipped DDP (Delivery Duties Paid), all fees are already settled in advance. If a courier accidentally asks you for payment, take a photo of the bill, refuse the payment, and contact customercare@martine-rose.com so we can resolve it with the carrier.

Please email us at customercare@martine-rose.com