Frequently Asked Questions
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept American Express, Visa, Mastercard, Paypal.
- IS IT SAFE TO USE MY CREDIT CARD ONLINE WITH MARTINE ROSE?
We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.
- WHEN WILL I RECEIVE MY ORDER?
Once your purchase is completed, an e-mail confirmation will be sent. This email acts like an invoice and will include your order number. Standard processing time takes up to 2-4 business days.
Once your order has been shipped, you will receive an e-mail with your shipment’s tracking information.
AM I ABLE TO TRACK MY ORDER?
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.
- CAN I EXCHANGE MY ORDER?
We do not offer the exchange service.
- HOW DO I RETURN AN ITEM?
You have 30 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.
Please use a pre-paid return label included with your order.
You can then post your return either at your nearest DHL drop-off point or you can also book in a return collection by visiting DHL website on https://mydhl.express.dhl/ and indicating your Waybill number on the label. Please retain a copy of the proof of return postage.
Returns that do not meet our policy will not be accepted.
- DO I HAVE TO PAY DUTY AND IMPORT CHARGES?
Please check the Help page on the shipping charges section.
- HOW DO I CONTACT CUSTOMER CARE?
Please email us at [email protected] or call us at +39 0497852226