DELIVERY
Please note that all of our pieces are made to order and handmade in our studio and will take up to 20 working days to produce. We will keep you updated on the progress of the piece.
Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within a reasonable time of the date of the Dispatch Confirmation, unless there are exceptional circumstances.
RETURNS
Please note that goods that have been personalised or made to order will not be refunded or exchanged in any circumstances.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase. Where payment has been made by credit or debit card, we will refund the payment to the credit or debit card used to purchase the goods.
FREE UK Express Delivery & Returns for orders over £200
(2-3 working days delivery)
UK Express Delivery & Returns for orders under £200: £8
(2-3 working days delivery)
FREE EU Standard Delivery for orders over €500
(4-5 working days delivery)
All taxes and import duties paid for EU orders.
Express EU Delivery: £30
(2-3 working days delivery)
All taxes and import duties paid for EU orders.
Express USA Delivery: £30
(2-3 working days delivery)
All taxes and import duties paid for USA orders.
Rest of the world Express Delivery: £30
Import duties may apply to your order depending on your order value and shipping country. Please note that for orders to Russia you must provide us with a registered business address for delivery otherwise your parcel will not be accepted by Russian Custom authorities. If your delivery is refused extra charges may apply. (see Refused Deliveries below)
PLEASE NOTE DUE TO BREXIT & CORONAVIRUS DELIVERY TIMES MAY BE DELAYED. WE ARE WORKING WITH OUR COURIERS TO KEEP DUTIES AND TAXES LOW, HOWEVER IF YOU ARE ORDERING FROM AN EU COUNTRY THERE MAY BE ADDED CHARGES AT THIS TIME.
When your order is shipped, we will send you a confirmation email, which will include your tracking number. You can track and trace your order using the link provided. Order status may take up to 1 hour to update after the order has been placed.
A signature will be required upon delivery of your order.
Please be aware that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery. We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery.
For specific enquiries please email us at: martina@martinaspetlova.com
FREE UK RETURNS*
Items allegeable for the return should be returned within 14 days of their delivery date. If you would like to return an item and it is in new, unused and saleable condition, please use the pre paid DHL returns label you received in your package. To arrange collection, please fill in the form on the DHL website here or drop it off at your local DHL drop off point.
Please note that we offer FREE RETURNS to UK only. If you would like to return your order from another country, please check the conditions below.
** Personalised and Made to order items are not returnable **
INTERNATIONAL RETURNS
STEPS TO RETURN YOUR PURCHASE
You must arrange your return shipment and you are responsible for the full cost of the return shipment. You will need to email us your chosen shipping provider and the tracking number.
1. Place the product in the original shipping box and fill out the Returns Form that came with your order. Items should be returned within 28 days of their delivery date. For international returns please clearly mark “Returned British merchandise, no commercial value”. If you fail to do so, we will not be liable for any customs charges incurred.
2. Call the shipper you’ve chosen and arrange the shipment. Please send your returned item to: Martina Spetlova Sarabande Foundation Studio 13
3. Attach the returns label to the outside of the box. Please send to our customer service an email with the tracking number of the shipment.
Please note that you would need to return your order from the same country it was delivered to. Orders sent back from a different destination may incur additional charges and be delayed in customs.
Please note: Original shipping charges, customs charges and handling fees may all be deductible from any refund due.
For any questions you e-mail us at martina@martinaspetlova.com
REFUSED DELIVERIES
If a delivery is refused by the receiver and returned to Martina Spetlova, any original shipping charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
RETURNS POLICY
Items should be returned within 14 days of their delivery date, unused and with all garment tags still attached. Our Mother of Pearl branded boxes and dustbags are considered to be a part of the product and must be returned with the goods. This is also to ensure that the product(s) arrive back to us in a suitable and undamaged state. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused.
Where provided, any packaging such as instructions, authenticity cards, dust bags, and leather tags should be included with your return.
– Gift Boxes
Please note that gift boxes are only exchangeable for different sizes of the product ordered, not refundable.
– Personalised items
Please note that personalised items are non-refundable.
– Leather
We cannot be responsible for general wear and tear and any transformations that occur due to the nature of the materials used.
– Faulty goods
Goods are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
Where possible, we will offer to replace or repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.
– Colours
We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.
Refunds will be credited to the purchaser’s original method of payment. Original shipping charges will not be refunded. If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency as purchase.
On receipt of return, we shall process the refund as soon as possible and you will get a notification email once your refund has been processed. We estimate that refunds will be made by the provider of your payment method within 7-10 working days.
Please retain your proof of postage until you have received your refund.
INSURANCE AND DELIVERY
Ownership of any products ordered by you from us shall pass to you on the later of:
(a) the date on which we receive full payment for those products;
(b) the date and time of delivery to your nominated address.
We insure each purchase during the time it is in transit until it is delivered to your specified delivery address. A signature is required for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by us, and transfer of responsibility in the same way.
We shall be entitled to supply your purchases in instalments and each instalment shall be deemed to constitute a separate contract with us, and we shall be entitled to supply only part of an order.