CUSTOMER SERVICE

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

*Period extended to 60 calendar days for Martinelli's Club members.

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.

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. You can make as many of the same model as you wish by following the relevant instructions.

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, or 60 calendar days for Martinelli Club members.

Remember that you have to request the return of your purchase through your Martinelli.es account.

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, or 60 calendar days for Martinelli Club members.

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.

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.

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.

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.

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.

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.

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, Ireland, Latvia, Romania, Austria, Denmark, Hungary, Poland, Czech Rep., Sweden, Holland	2-3 days	3-6 days	3-6 days	14,95€	Free
Germany	Not available	3-6 days	3-6 days	Not available	Free
Finland, 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
Estonia, Lithuania, Slovakia	Not available	4-7 days	Not available	Not available	Free

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.

Through the My Account section you can track the shipment of the package.

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.

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.

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

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.

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, Ireland, Latvia, Romania, Austria, Denmark, Hungary, Poland, Czech Rep., Sweden, Holland	2-3 days	3-6 days	3-6 days	14,95€	Free
Germany	Not available	3-6 days	3-6 days	Not available	Free
Finland, 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
Estonia, Lithuania, Slovakia	Not available	4-7 days	Not available	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.

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.

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.

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.

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.

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

As long as the order is not in production, you have a maximum of 24 hours to cancel it.

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.

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.

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.

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.

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?

How should you clean your white sneakers?

How should you clean your split leather shoes?

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.

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.

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.

A product is considered unsafe when, under normal or foreseeable conditions, within its normal usable life, it poses a threat that is not compatible with normal use and could compromise consumer health or safety.

According to Regulation (EU) 2023/988 of the European Parliament and of the Council on general product safety, you can either notify us in person at any of our shops or send us information and/or remarks on this issue to the email address infoproducts@martinelli.es.

Manufacturer

Name: PIKOLINOS INTERCONTINENTAL, S.A.
Address: Calle Galilelo Galilei 2 Parque Industrial, 03203 Elche (Spain)
Contact: infoproducts@martinelli.es.