CUSTOMER SERVICE

Frequently Asked Questions

• Orders

  • How do I place an order?
    You would like to place an order on Martinelli.es. We'll show you step-by-step how to do so here.
  • What are the shipping costs? 
    Martinelli offers you convenience and flexibility for completing your purchases. That's why we ship your order FREE OF CHARGE to the address you've supplied. Additionally, we won't charge you shipping costs for exchanges or returns.
  • How long does it take to process the orders for shipping from the store? 
    All confirmed orders from our online store are sent within 1-2 working days. As soon as your order is shipped, we will send you an e-mail confirmation of the shipment. For orders that will be shipped to the Balearic Islands, the delivery of the parcel will take between 48-72 hours. We do our best for the parcel to arrive as fast as possible, but it takes us a little bit longer to cross the Mediterranean Sea.
  • What product warranty does the Martinelli online store offer? 
    At Martinelli, we employ strict quality control to ensure the best quality in production and in the materials used for our products. All our products come with a production defect guarantee. For more information on the guarantee of our products, contact us at info@martinelli.es
  • I'm not receiving your e-mails.
    One of the most common reasons would be that your e-mail tool is marking our e-mails as spam and sending them to the Junk folder. In order to avoid this, add no_reply@martinelli.es to your e-mail contacts list, and you'll avoid further problems with receiving our e-mails. If you've checked this and are still not receiving our e-mails, make sure you entered the correct address when you created your account with us. Simply log into 'My Account' (if you remember the e-mail you entered), or contact our customer service team, who will do everything they can to solve the problem.
  • What happens when I place an order?
    Once you place an order, you'll receive a confirmation e-mail informing you that we've received your order. We'll also get in touch with you, should we need more information to process the order or if there has been any issue with it.
  • If it's intended as a gift, will the recipient receive any receipt or invoice?
    No need to worry! Any order requested as a gift will be sent without the price.
  • Why isn't my size appearing?
    The website automatically hides any products that are out of stock. As such, if you do not find the article or size you are looking for, unfortunately that means there is currently none left. You can, however, look for an alternative article or check again another day since products are updated daily.
  • How do I use my promo code?
    To apply a discount to your order via a promotional code, simply follow the following easy steps: select and add the Martinelli product you would like to add to the shopping cart by clicking on 'Add to my cart'. On the next page, we'll show you a summary of your order, including the model, color, quantity and price of the article(s) you've selected. On this same page, in the center, you will find the phrase 'If you have a promotional code, please type it in here'. To apply the discount code, type the code in the space and click on 'Apply'. Once updated, you'll see the new amount with the already applied discount.
  • I have problems accessing the website or completing a purchase.
    If you have any technical difficulties while browsing on Martinelli.es or with placing an order, please contact our customer service team, who will do everything possible to assist you. In order to solve the issue, please include as much information as possible: the browser you are using, the page you are trying to reach, the time when the issue occurred. Additionally, a screenshot of any error message appearing during your visit would be of great help to us.
  • How can I check the status of my order?
    You can check the status of your order in a few ways: click here and enter your e-mail and the order number. You can also check the status of your order by entering your personal area in the 'My Orders' section.

• Payments

  • How can I pay for my purchase?
    We're pleased to offer several purchase options and accept all major credit and debit cards (Visa, MasterCard, Diners, American Express) in addition to PayPal. We also offer you the possibility, through Klarna, to pay in three installments without interest. We also take security very seriously, which is why your details are always 100% protected with us. Additionally, at Martinelli.es we make every effort to ensure that you have no problem when purchasing, but if any issue arises, please contact us.PSD2 regulation: To finalize your purchase and for security reasons, your bank may ask you to verify your purchase in different ways (via SMS, a notification on your mobile phone or other methods). In case of doubt, please contact your bank.
  • Do the prices include VAT?
    VAT is included in the prices of all available products on Martinelli.es

• Exchanges and returns

  • How can I exchange an order?

    We hope you're happy with the purchases you made on Martinelli.es. If you need to exchange an item in your order, you have a period of 30 calendar days from the date when you received the goods to do so.

    At Martinelli.es we only accept changes in size. Go to My Account, select the product you want to exchange in the My Orders section and follow the instructions to exchange your Martinellis for a different size.

    If you need to exchange the design or colour or one-size products, you should process a return and place a new order for the product you want.

  • What should I do if I want to exchange one size for another on Martinelli.es?

    To process an exchange of a product purchased on Martinelli.es you need to access your user account and select the product you want to exchange. Click here to access My Account.

    In My Orders, select the product you want to exchange by clicking on EXCHANGE ORDER. Then select the new size you need, indicate a reason if you think it's appropriate, confirm your shipping information and follow the instructions to process your return. As soon as we receive your returned item, we'll start the process of sending you the new size so you can enjoy all the comfort of our designs.

    Remember that all exchanges of online products must be processed through Martinelli.es. At the moment it's not possible to exchange your items at physical points of sale.

    There are no limits for exchanges in our online store. You can make as many exchanges as you like of the same design by following the exchange and return instructions.

    If we don't receive the return within a maximum of 30 days from the exchange request made from your account in Martinelli.es, we'll cancel the stock reservation and delete the request you sent.

  • When will I receive the new order after processing the size exchange on Martinelli.es?
    We'll ship your new size as soon as we receive the returned item in our Logistics Centre. You'll get an email with all the information about your order once it leaves our facilities so you can track its progress.
  • What should I do if I want to return a product from my order?
    If your order is within the established time-frame, you can make a return by following the steps shown by clicking here
  • What is the fee for returning a product?
    Shoes and accessories purchased on Martinelli.es can be returned free of charge, as long as it is within 30 calendar days from receipt of the order.
    
  • What is the charge for exchange costs?

    Size exchanges for products purchased on Martinelli.es are free of charge, provided the exchange is made within 30 calendar days from the date when the order was received.

    Exchanges on Martinelli.es never involve an economic transaction. Size exchanges will be made regardless of the price that appears in our online store, respecting the original price of the order.

    In the event of the return of a previously exchanged product, you'll receive a refund for the original amount, regardless of the cost €0.00 that appears in the order exchange information in your account.

  • In what condition do I need to return the order?
    In order for us to accept an exchange or return, it's imperative that the product to be returned is in perfect condition, that it has not been used or damaged and that it's still in its original box.
  • How will I know when the return of my order has been completed?
    As soon as we have received the articles and checked that they are in perfect condition, we will refund the total amount to your credit card, which will be applied according to the terms and conditions of your bank.
  • How will I know that my order exchange has been completed?
    As soon as we receive the item and check it's in perfect condition, we'll proceed with sending you the new size. You'll get an email with all the information about your new order so you can make your mark on the world with all the comfort of your new Martinellis.
  • Can I return or exchange my online order in a Martinelli store or a brand retail outlet?

    Exchanges of online purchases are not accepted at official Martinelli points of sale. Any size exchanges must be made through your account on Martinelli.es

    In our stores, the team can help you process the return online and, if you wish, you can make a new purchase in our store depending on the stock available at that point of sale.

  • Are my provided bank details stored at the moment of purchase?
    For maximum security, the online Martinelli store never has access to confidential information related to the method of payment. For this reason, bank details will be requested for every new order you place in our online store. 

• Shipments

  • Can I receive the package at an address other than my residence?
    Of course! Simply enter your new shipping address when completing your order. It's perfect for sending gifts to friends or receiving a package while on holiday.
  • What can I do if you do not ship to my country?
    Currently we only ship orders to countries within the European Union. If you do not live in one of these countries, go to the international page in order to browse our website. You can also visit the store locator to find the closest retail outlet.
  • What are my shipping options?
    For countries with PICK-UP LOCATIONS: In order to make your purchase on Martinelli.es easy and convenient, we offer two types of delivery: we can deliver it to the address of your choice, or leave it at the closest pick-up location so that you can pick it up whenever it suits you. You simply need to let us know when confirming your order. For countries where no PICK-UP LOCATIONS are available: In order to make your purchase on Martinelli.es easy and convenient, our delivery company will deliver it to the address selected when you placed your order.

• Account

  • How do I register in the Martinelli online store?
    On the home page of our website, at the top, next to the search engine, you´ll find the 'My Account' section. If you´ve previously registered on Martinelli.es, simply enter your e-mail and password in section 1 'Already a customer' and you´ll be logged in. If you haven´t registered on our website yet and would like to, click on the button 'Create an account' and fill in the form that appears. We´ll send you an e-mail confirmation automatically.
  • Do I need to create an account in order to place an order?
    No, that isn't necessary. You can place an order without creating an account, and do so once you've paid for your order. Having an account is useful if you come back for another purchase on Martinelli.es, if you want to follow the status of your orders or return a product.
  • What advantages do I have by registering?
    There are many advantages to registering on Martinelli.es. For example, once you've registered, you won't need to enter your delivery details again, every time you make a purchase. Additionally, you can store your favourite products in the 'favourites' section, and we'll keep you up-to-date on exclusive promotions, discounts and much more. Oh!... and on the day of your birthday, you'll get a surprise.
  • What is a Martinelli.es account?
    Your Martinelli.es account provides us with the necessary details to process your orders. You can modify these details in your account or request that they be deleted by sending an e-mail to info@martinelli.es. Additionally, you can follow the status of your orders and returns, check the status of your points which you can convert into discounts, update your details, etc..

• Product

  • Our warranty

    All our products have a three-year warranty* from their date of purchase against any manufacturing defect certified by our Quality Department. Please bear in mind that our product warranty does not cover any damage caused by improper use. In addition Martinelli will not accept complaints concerning products previously handled or repaired by the customer.

    Once the incident has been processed by our Customer Experience team, Martinelli’ Quality Department will review the damaged item and our specialists will decide whether to repair or replace it depending on how it is damaged. If we have to give a refund we will need your bank account number.

    Remember that it is very important to always keep your receipt or proof of purchase so we can give you the best solution.

    As a company we see to all quality incidents due to manufacturing problems. However, what you have to do as a customer will depend on the point of sale where you bought your Martinelli. It is important to bear in mind that Martinelli will not accept complaints about products purchased from NON-OFFICIAL suppliers.
    
    *Important note: Please note that according to the General Law for the Defense of Consumers and Users, this update established by art. 16.7 of Royal Decree-Law 7/2021 of April 27. Ref. BOE-A-2021-6872, comes into force on January 1, 2022. Therefore, all products purchased before 2022 will have a 2-year warranty against defects in materials or manufacturing.

  • What are the main characteristics of Martinelli leather?
    The leather we use for Martinelli shoes comes from first-rate cattle. Our exclusive leather processing, with natural products and waxes, occurs at Pies Cuadrados, a Martinelli group company specializing in tanning. All our leathers contain casein, a protein found in milk that adheres to leather pores and produces greater shine and naturalness. Our leather is not covered with any type of resin nor protective plastic film. As a result, we obtain a leather which maintains its pores intact, thus allowing the foot to breathe more easily.If you would like to learn more about Martinelli leather, click here
  • Why buy Martinelli shoes?
    Martinelli has an unmistakable personality: its artisanal production, with hand-processed and natural leathers, both soft and resistant, adds convenience, unique design, and some characteristic colours, which are constants of the brand. Another factor that reinforces the Martinelli identity is the use of a production system that stitches the sole in many of its models. This method gives the leather of the shoe more flexibility and allows it to adapt itself to each individual's foot, obtaining maximum comfort.
  • Can my Martinelli get wet?
    Due to our exclusive leather treatment with natural products and waxes, we do not recommend allowing Martinelli shoes to come into contact with water. If rain has got your Martinelli wet, we recommend placing newspaper inside the shoe in order to absorb the humidity and then allowing it to dry away from sunlight, so that the shoe may regain its flexibility and natural look. It's important not to expose footwear to hot areas, which would dry out the leather, leaving it hard and stiff.
  • How do I keep my shoes protected?
    When storing your shoes for the next season, we recommend storing them properly in the original box, in a dry place, and filling them with paper in order to avoid deformation of the leather.

  How should you clean your antique leather shoes?

  How should you clean your napa leather shoes?

  How should you clean your white sneakers?

  How to clean your split leather shoes?

• Security

  • What are cookies? How do I get rid of them?
    In order to improve our service and avoid making you identify yourself for every Martinelli.es visit, we use cookies. A cookie is a computer file stored on your computer's hard drive, which allows us to recognize you indefinitely. You can delete these cookies at any moment by deactivating them in your browser.

• Stores

  • Did you buy the item at Martinelli.es?
    If you bought the item in our online store and you want to resolve a problem with your Martinelli, please contact our Customer Experience team by emailing info@martinelli.es or calling freephone 900 844 898. They will handle the incident by examining the problem and dealing with it in the way that’s best and most convenient for you.
  • Did you buy the item in a Martinelli shop?

    If you bought the item in any of our shops, you should report the incident at any Martinelli point of sale. There our colleagues will examine the problem and in all probability will be able to give you an immediate solution. If the product you purchased needs to be evaluated or repaired, our colleagues will send it to Martinelli’ headquarters in Elche where our Quality team will review the incident and decide whether repair or replacement of the item is the best solution.

    Remember we need as much information as possible to handle your incident so you will have to take your receipt or proof of purchase for the item to the shop. This is because all our products have a two-year warranty for quality problems from their date of purchase.

  • Did you buy the item at a multi-brand point of sale?

    If you purchased your Martinelli at a multi-brand point of sale and you have a quality incident, you need to take the item to the shop along with your proof of purchase. If the shop is unable to give you an immediate solution, they will send the damaged item to our headquarters so the Martinelli Quality team can examine it and decide on the best solution for you.

    Remember we need as much information as possible to handle your incident so you will have to take your receipt or proof of purchase for the item to the shop. This is because all our products have a two-year warranty for quality problems from their date of purchase.

  • Do you live in a country other than the one where you bought the product?
    If you bought your Martinelli when you were in a country other than the one you usually live in and you want to change, return or sort out an incident with your Martinelli, please email info@martinelli.es and our Customer Experience team will find the best solution for your problem. Bear in mind that we cannot handle exchanges, returns or incidents with items if you are in a country other than the one where you bought them. However, each case is different and we are committed to offering you the most convenient option, so we will examine your particular situation to try to help you.