How do I place an order?
Choose your favourite
Go to martinelli.es and, once you’ve found the style you’re looking for. Once you’ve decided, click the 'Buy' button.
Add to your shopping cart and confirm
Check all the items you’ve added to your shopping cart. If you have a promotional code, enter it into the corresponding box. Once you have made your purchase you will not be able to make any changes or cancellations once your order has been confirmed.
Fill in your address and make the payment
Tell us your delivery address. Choose your payment method, accept terms and conditions, and click 'Pay'.
Get your order and love it
Once you’ve completed your purchase, we’ll send you a confirmation email with your order details. We’ll then prepare your package, so you’ll get it in the next 24-72working hours, in Europe 5-7 days. When your order leaves our logistics centre, you’ll receive an email with the shipment tracking code, and you can also track your order in the "My account" section.
How do I exchange a product?
Log in to your account
Log in to your account, select the product you wish to exchange in the My Orders section, and follow the instructions to exchange your Martinellis for a different size. If you need to exchange a style or colour, or a product in only one size, you will have to process a return and then make a new purchase of the product you want.
If your exchange is due to an issue with quality, please contact us at info@martinelli.es and we’ll help you.
Choose which product you wish to exchange
Once you’ve logged into your account in My Orders, select the product under: EXCHANGE ORDER. Next, select the new size you need, giving us a reason, if you wish to do so, confirm your shipping details and follow the instructions to process your return. As soon as we receive your returned item, we’ll send you your new size.
Deliver your package to the post office
Prepare the product for return, taking into account that it must be in perfect condition, must not have been used or damaged, and must be in its original box.
Show the postal staff the tracking number that you will have received via email and they'll print the label and send it back to our logistics centre.
Remember that you have a maximum period of 30 days.
Get your new product
Once we receive your package, we check that everything is in perfect condition and then proceed to shipping your Martinellis, with the new size and shipping instructions provided during the exchange process.
There is no limit to the number of exchanges you can make in our online store.
How do I return a product?
Log in to your account
Go to "My account" (by clicking here) and enter your email and password. Find the order you wish to return and click on the RETURN ORDER button. Then select the items you wish to return.
A tracking number will be sent to your email address, which you’ll need to show to postal staff. You don’t need to print the label.
Once we’ve received your return at our premises, we then proceed to processing the refund of your purchase. You’ll receive an email confirming your refund.
Drop off your return at the post office
Once you have requested the return of your purchase in our online store, you will receive an email from Martinelli.es containing the tracking number. This is a code with letters and numbers that you will need to show at the post office, so that they can print the return label.
Get your refund
After receiving the item and checking that it’s in perfect condition, we will credit your credit card, PayPal account or the payment method you used - remember, this will be done in accordance with your bank’s conditions.
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Preguntas frecuentes/Orders
How do I place an order?Making a purchase at Martinelli's online store is easy and 100% secure. Want to place an order at Martinelli.es?. We'll show you how to do it step by step here.
What happens when I make a purchase?When you’ve paid for your order, you'll receive a confirmation email to let you know that your purchase has been made successfully. In the event that we need more information to make the shipment, or if there is an issue with your order, we’ll contact you as soon as possible.
I have a promotional code, how do I use it?On special occasions, through our newsletter or certain platforms, you can obtain promotional codes to get special offers. To apply a coupon to your purchase, just follow these simple steps: select your Martinelli product, add it to your shopping cart, enter your promotional code and click on “Buy” .
How can I check the status of my order?CWhen your order is ready, you’ll receive an email with the tracking code so you can follow the status of your shipment. If you have any questions, you can contact us at info@martinelli.es and our Online Customer Care team will provide you with all the information you need.
Why can’t I find my size?The website automatically hides items and sizes that are out of stock, so if you can’t find what you're looking for, it unfortunately means that the option is currently unavailable. However, you can always look for an alternative, or check again at a later time.
We recommend you contact info@martinelli.es so that our Online Customer Care team can try to find the style you want.
If it’s a gift, can the recipient see a note or receipt?Don't worry, any order you have asked to send as a gift will not show the price.
You also have the option of sending your order gift-wrapped, with a card that you can personalise with the text of your choice.
I'm having problems accessing the website or making a purchaseIf you have any technical issues while browsing Martinelli.es or placing an order, please contact our Online Customer Care team. We will do our very best to help you from info@martinelli.es.
I don't receive your e-mailsOne of the most common reasons is that email software is marking our messages as “spam” and automatically saving them in your spam folder. To prevent this from happening, add no_reply@Martinelli.es to your address book to avoid further problems with receiving our emails. If you have checked this and are still not receiving our emails, please make sure you entered the correct email address when you created your account with us. Just log in to “My account” and check all your details. Alternatively, contact info@martinelli.es and our Online Customer Care team will be happy to help you with any queries you may have.
What product guarantee does the Martinelli online store offer?- Our guarantee
All our products have a three-year guarantee* , from the date of product purchase, against any manufacturing defect certified by our Quality Department. It is important to bear in mind that our product guarantee does not cover damage caused by improper use. Furthermore, Martinelli will not be held responsible for claims for products that have been manipulated or repaired by the customer.
Once the claim has been processed by our Customer Care team, Martinelli's Quality Department will check the damaged product and determine the best solution, depending on the damage to the product; it may be repair or replacement of the product, as decided by our specialist team. In the event of having to proceed with a payment for the product, the customer's bank account number will be needed.
Remember that it is very important to always keep the receipt or proof of purchase so that we can provide you with the best solution.
As a company, we take responsibility for all quality issues due to manufacturing problems, but the way we proceed with customers will differ according to the point of sale where you purchased your Martinellis. It is important to note that Martinelli will not accept complaints related to products purchased from NON-official suppliers.
*Important notice: Please note that in accordance with the General Law for the Defence of Consumers and Users, this update, established by art. 16.7 of Royal Decree-Law 7/2021 of 27 April. Ref. BOE-A-2021-6872, comes into force on 1 January 2022. Therefore, all products purchased before 2022 will have a 2-year guarantee against defects in materials or manufacture.
Can I change my shipping address?Yes, as long as you see the “Edit” option on your order in My Account > My Orders you can go in and change your shipping or billing address, or both.
If you don’t see this option, your order is already being prepared and you can’t change it.Can I cancel or change my order?If you ordered the wrong size or colour, you can cancel your order and place a new one with the right products unless we have already started preparing your shipment. Go to My Account > My Orders and click on your order to cancel it.
If you don’t see this option, your order is already being prepared and you can’t cancel it. You’ll have to wait to receive the delivery and return it. -
Preguntas frecuentes/Payments
How can I pay for my order?You can pay by credit or debit card or, if you wish, you can use PayPal or Klarna. If your operating system is iOS, your browser is Safari and you have a Wallet, you can pay with Apple Pay in a very quick and easy way. Remember that, in order to guarantee the security and confidentiality of your data, we transmit it directly, in encrypted form, to the bank's server without it being registered on the Martinelli.es server.
We also accept other payment methods such as Sofort, iDeal, Lastschrift or GiroPay. At the checkout you will be able to select the payment methods for your country.
PSD2 Regulations: To complete your order, and for security reasons, your bank may ask you to verify your purchase in a number of ways (via SMS, a notification on your mobile phone or other methods). If in doubt, please contact your bank.
Is the banking information you provided at the time of purchase saved?For added security, the Martinelli online store will never have access to confidential information regarding payment methods. For this reason, your bank details will be required for each new order you place in our online store.
What should I do if I come across a fake Martinelli website?Martinelli is aware of the existence of these websites. Please be aware of fake or fraudulent websites and follow these guidelines:
- Please note that the only authentic Martinelli websites are those beginning with the URL: www.martinelli.es.
- Be wary of excessive discounts.
- The official email address, info@martinelli.es and contact telephone number (+34) 900 844 898 will always be visible on the website.
- The image of the website or of the advertisement detected may not be in accordance with the brand image you would normally see.
I have found a fraudulent website, what should I do?If you come across a fake website, please do not attempt to make a purchase. Instead, take a screenshot of the website and contact us at info@martinelli.es or by calling (+34) 900 844 898 so that we can investigate. If, on the other hand, you have seen a fraudulent advert on social networks, report it and block it.
I have made a purchase on a fraudulent website, what should I do?We are sorry to hear about this. We recommend that you file a report with the police and then contact your bank and/or credit card company to inform them of the incident and they can take appropriate action.
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Preguntas frecuentes/Returns and exchanges
How can I make an exchange of an order?At Martinelli.es we only accept size exchanges. Log in to My Account, select the product you wish to exchange in the My Orders section, and follow the instructions to exchange your Martinelli for a new size
If you need a change of style or colour, or products of only one size, you will have to process a return and make a new purchase of the product you want.
What should I do if I want to exchange one size for another at Martinelli.es?Log in to your account, select the product you wish to exchange in the My Orders section, and follow the instructions to exchange your Martinellis for a different size.
If you need to exchange a style or colour, or a product in only one size, you will have to process a return and then make a new purchase of the product you want
If your exchange is due to an issue with quality, please contact us at info@martinelli.es and we’ll help you.
When will I receive my 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 receive an email with all the tracking information about your order once it leaves our facilities.
Deliver your package to the post officePrepare the product for return, taking into account that it must be in perfect condition, must not have been used or damaged, and must be in its original box.
Show the postal staff the tracking number that you will have received via email and they'll print the label and send it back to our logistics centre.
Remember that you have a maximum period of 30 days from the request for size exchange to manage the shipment. If we do not receive it in time, we will cancel the stock reservation and the request.
Returns outside Spain are made through UPS and you have to request the return or exchange on the web as well, then you have to download the label and take the package to a UPS point.
Get your new productOnce we receive your package, we check that everything is in perfect condition and then proceed to shipping your Martinellis, with the new size and shipping instructions provided during the exchange process.
There is no limit to the number of exchanges you can make in our online store. You can make as many of the same model as you wish by following the relevant instructions.
What is the charge for returns?Returns of products purchased on Martinelli.es are free of charge, as long as they're returned within 30 calendar days from the date of receipt of the order.
Remember that you have to request the return of your purchase through your Martinelli.es account.
What is the cost of exchanging?Size exchanges on products purchased at Martinelli.es are free of charge, as long as they’re within 30 calendar days from the date of receipt of the order.
Remember that you have to request the exchange of your purchase through your Martinelli.es account.
Exchanges at Martinelli.es never involve a financial transaction. The size exchange will be made regardless of the price that appears in our online store, respecting the original price of the order.
In the event of a return of a previously exchanged product, you will be credited the original amount, regardless of the €0.00 cost that appears on the order exchange in your account.
How do I have to return the order?Go to "My account" and enter your email and password. Find the order you wish to return and click on the RETURN ORDER button. Then select the items you wish to return.
A tracking number will be sent to your email address, which you’ll need to show to postal staff. You don’t need to print the label.
Once we’ve received your return at our premises, we then proceed to processing the refund of your purchase. You’ll receive an email confirming your refund.
Can I exchange my order from the online store in a Martinelli store, or at a Martinelli point of sale?Exchanges of online purchases are not accepted at official Martinelli points of sale. All size exchanges must be made through your Martinelli.es account.
At our stores, the sales teams will be able to help you process your return online and, if you wish, make a new purchase at the store, depending on stock available at that point of sale.
Can I return or exchange my order from the online store in a Martinelli store, or at a Martinelli point of sale?You can return your online order in our official stores, check our list of stores here.
You will receive the refund in a few days depending on the bank through the same method from which you made the payment.
How will I know that my order exchange has been successfully completed?As soon as we receive the items and have checked that they’re in perfect condition, we’ll send you your new size. You’ll receive an email with all the information about your new order.
How will I know that the return of my order has been completed?As soon as we receive the items and have checked that they’re in perfect condition, we’ll credit the full amount to your credit card or by the payment method you have used, in accordance with your bank's terms and conditions.
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Shipments
How long do shipments from the online store take?Once your order has been placed, we will send you a confirmation email with your order details. Then our team will get to work preparing your package so we can ship it to you within the period indicated, depending on the service you chose. When your order is ready, you’ll get an email with the tracking code so you can follow your package.
You can check the delivery times for each transport service here:
COUNTRY SHIPPING TYPE COST EXPRESS DELIVERY HOME DELIVERY PICK UP POINT EXPRESS COST STANDARD COST (HOME DELIVERY/PICKUP POINT) Portugal Not available 1-3 days 1-3 days Not available Free Belgium, Italy, Bulgaria, France, Greece, Ireland, Latvia, Romania, Austria, Denmark, Hungary, Poland, Czech Rep., Sweden, Holland, Estonia. 2-3 days 3-6 days 3-6 days 14,95€ Free Germany Not available 3-6 days 3-6 days Not available Free Lithuania, Finland, Slovakia, Luxembourg 2-3 days 4-7 days 4-7 days 14,95 € Free United Kingdom Not available 4-8 days 4-8 days Not available Free
What are the shipping options?To make your purchase at Martinelli.es quick and easy, our carrier will deliver it to the address you choose when you place your order.
How do I track my order online?Through the My Account section you can track the shipment of the package.
Can I pick up my package at an address other than my home address?Of course you can! Just enter your new shipping address when you place your order. Perfect for sending gifts to friends or receiving a package at your holiday destination.
What can I do if you don’t ship to my country?We currently only ship orders to countries in the European Union. You can also go to the store locator to find your nearest point of sale.
Can I buy online throughout Spain?At Martinelli.es, due to issues with customs and duties, it is currently not possible for us to send orders from our online shop to the Canary Islands, Ceuta or Melilla.
However, in each of these locations we have multi-brand outlets where you can find our collections. Access the shop locator by clicking here to find your nearest store. If you have any questions, you can contact us at info@martinelli.es
What are the shipping options available?To make sure your shopping experience on Martinelli.com is quick and easy, our shipping partner will deliver your order to the address you give at checkout.
Express shipping: get your order as quickly as possible, in 2 to 3 business days, for a small charge.
Home delivery: choose the address where you want to receive your order.
Collection point: Choose where you want to pick it up.
Pick up in-shop: you can pick up your Martinelli at your nearest official shop for free.What shipping charges apply?Martinelli strives to make your shopping experience comfortable and flexible. And we don’t charge you for shipping on returns.
If you choose to pick up your order at a Martinelli shop, standard shipping is always free.
*If express shipping or express in-store pick-up are available in your country, the extra charge will be €14.95. See all our shipping options here.
COUNTRY SHIPPING TYPE COST EXPRESS DELIVERY HOME DELIVERY PICK UP POINT EXPRESS COST STANDARD COST (HOME DELIVERY/PICKUP POINT) Portugal Not available 1-3 days 1-3 days Not available Free Belgium, Italy, Bulgaria, France, Greece, Ireland, Latvia, Romania, Austria, Denmark, Hungary, Poland, Czech Rep., Sweden, Holland, Estonia. 2-3 days 3-6 days 3-6 days 14,95€ Free Germany Not available 3-6 days 3-6 days Not available Free Lithuania, Finland, Slovakia, Luxembourg 2-3 days 4-7 days 4-7 days 14,95 € Free United Kingdom Not available 4-8 days 4-8 days Not available Free
If shipping charges apply, they won’t be reimbursed if you return the item.
Remember, there is no charge for changing sizes on our website but you won’t get express shipping. -
Preguntas frecuentes/Customised
What is CUSTOMISED?Because the most significant occasions deserve to be unforgettable, at www.martinelli.es you can now add an exclusive engraving to the sole, up to a maximum of 16 characters, turning your Martinellis into unforgettable memories.
Can I customise any item in the collection?A special engraving can only be made in the collection that appears in the CUSTOMISED tab of www.martinelli.es for both women and men.
What part of my Martinellis can I customise?Only the sole of the footwear in the CUSTOMISED section can be engraved, without the option of choosing any other area of the shoe, or styles not included in the CUSTOMISED section. Neither the type of leather nor the colour can be customised.
How do I add a personalised engraving?Place the cursor over each of the boxes and type the name (or word) of your choice, up to a maximum of 16 characters. Follow the same steps to add a date. Please note that the font size may vary depending on the number of characters.
How long will it take to receive my orders from Martinelli CUSTOMISED?Each piece from the CUSTOMISED selection is made from scratch, exclusively for you, which is why the delivery period is longer than usual, at 21 days.
During the month of August, costumised orders may be delayed due to the temporary closure of our production plant for holidays. Nevertheless, we will do our best to process and ship orders as quickly as possible. For further information, please contact us at info@martinelli.es
Can I cancel a CUSTOMISED order?As long as the order is not in production, you have a maximum of 24 hours to cancel it.
Can I return my CUSTOMISED Martinellis?The engraved products have been made exclusively for you, so no exchanges or refunds can be accepted, unless due to a manufacturing defect. When you place an order with CUSTOMISED, you should bear in mind the following:
- You can’t return an order placed on CUSTOMISED if the size or colour isn't right. Please make sure you pay attention when choosing, and review your selection before confirming your purchase.
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Preguntas frecuentes/Our products
What are the main features of Martinelli leather?The leather we use for our shoes are of the highest quality calfskin. The exclusive treatment of the leather, using natural products and waxes, is carried out at Pies Cuadrados, a Pikolinos Group company specialized in tanning. Our leathers do not have any kinds of resins or protective plastic films. As a result, we get a leather that preserves its pores intact, allowing the foot to breathe more easily.
Why buy a Martinelli shoe?Martinelli has an unmistakable personality: handcrafted, hand-finished and made from soft, hard-wearing natural leather for comfort with a unique design. Another crucial feature of the Martinelli identity is the use of the stitched-to-the-sole manufacturing technique used in many of its styles. This method means the shoe leather is more flexible and adaptable to each person's foot, achieving maximum comfort.
Can I get my Martinellis wet?Due to the exclusive treatment we give our leather, with natural products and waxes, we advise you avoid exposing your Martinelli shoes to water. If the rain has soaked your Martinellis, we recommend you put newspaper in them to absorb the moisture, then leave them to dry in the shade, so that the shoes regain their flexibility and natural appearance. It is important not to leave your shoes exposed to heat, as this will dry out the leather, leaving it hard and stiff.
How do I look after my Martinellis?When storing shoes until the next season, it is always advisable to keep them in the original box, in a dry place and with paper inside of them to stop the leather from becoming misshapen.
How should you clean your patent leather shoes?
How should you clean your Nappa leather shoes?
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Preguntas frecuentes/Points of sale
Have you bought from a Martinelli store?If you’ve purchased from a Martinelli store, you should report the problem to the point of sale. Our colleagues will then be able to investigate the issue and will probably be able to provide you with an immediate solution. If the product you purchased needs to be checked or repaired, our colleagues will send it to Martinelli's headquarters in Elche, where the Quality Team will review the incident and determine the best solution: repair or replacement of the product.
Remember that in order for us to have as much information as possible, and to be able to deal with any issue, you must attend the store with the receipt or proof of purchase, as all our products have a three-year guarantee*, from the date of purchase, in the event of defects in quality.
As a company, we take responsibility for all quality issues due to manufacturing problems, but the way we proceed with customers will differ according to the point of sale where you purchased your Martinellis. It is important to note that Martinelli will not accept complaints related to products purchased from NON-official suppliers.
*Important notice: Please note that in accordance with the General Law for the Defence of Consumers and Users, this update, established by art. 16.7 of Royal Decree-Law 7/2021 of 27 April. Ref. BOE-A-2021-6872, comes into force on 1 January 2022. Therefore, all products purchased before 2022 will have a 2-year guarantee against defects in materials or manufacture.
Did you buy from a multi-brand point of sale?If you have purchased your Martinelli shoes at a multi-brand point of sale, and have detected an issue with quality, you should take the shoes, and proof of purchase, to the store where you bought them. If they cannot offer you an immediate solution, they will send the shoes to our headquarters so that the Martinelli Quality team can check the damaged product and determine the best solution for the customer.
Remember that in order for us to have as much information as possible, and to be able to deal with any issue, you must attend the store with the receipt or proof of purchase, as all our products have a two-year guarantee from the date of purchase, in the event of defects in quality.
As a company, we take responsibility for all quality issues due to manufacturing problems, but the way we proceed with customers will differ according to the point of sale where you purchased your Martinellis. It is important to note that Martinelli will not accept complaints related to products purchased from NON-official suppliers.
*Important notice: Please note that in accordance with the General Law for the Defence of Consumers and Users, this update, established by art. 16.7 of Royal Decree-Law 7/2021 of 27 April. Ref. BOE-A-2021-6872, comes into force on 1 January 2022. Therefore, all products purchased before 2022 will have a 2-year guarantee against defects in materials or manufacture.
Do you live in a country other than the country of purchase?If you bought your Martinellis during your time in a country other than your usual country of residence and you want to exchange, return or process an issue with your shoes, contact info@martinelli.es and our Customer Care team will find the best solution for you.