Refund policy
At martashop, we aim to be transparent about any fees that may apply to returns. These fees help cover the genuine costs associated with collection, repackaging, and restocking, while ensuring our products remain in excellent condition for all customers.
Hours & Contact
Hours: Monday to Friday: 9:00 a.m. – 5:00 p.m. (UK Time)
Address: 37 GARFIELD STREET, WATFORD, WD24 5HA
Email: hello@martashop.uk
Live Chat: Use the "Direct Chat" button on our website for a quick response.
14-Day Refund Policy
Changed your mind? If you wish to return an item, no problem! We offer refunds within 14 days of you receiving your order.
How to Return
Please follow the steps below:
Submit your request within 14 days of delivery by contacting hello@martashop.uk.
The item must be returned in a resellable condition, unused, and unassembled.
Package the item in its original boxes or similar packaging if the original boxes are no longer available.
Condition of Returned Items
To qualify for a refund, items must:
Be in the same condition as when received.
Be free from any damage, marks, or signs of use.
Be securely packaged to avoid damage in transit.
Failure to meet these conditions may result in additional deductions or the return being refused.
Understanding Return & Refund Fees
Returns Fee
Returns fees are based on the item’s value and cover the cost of arranging courier collection:
Item Value
Returns Fee FREE
Shipping and Refunds
We will either send you a link to take the item to a Post Office or arrange a pickup with one of our partnered couriers.
Once we confirm receipt, we will process your refund or provide a voucher code for your next order within 14 working days. The amount will be credited to the same card or payment method used for your original purchase.
Please note: We cannot refund the original delivery fee. This cost will be deducted from your final refund.
Guidelines for Hassle-Free Returns
Keep Packaging: Retain the original packaging until you are certain you are keeping the items. This saves time and avoids extra costs for replacement boxes.
Delay Assembly: Please avoid assembling furniture if you are unsure about the purchase. Items must be returned in the same condition they were delivered.
Protection: Return items in the same condition as received to ensure they remain protected during transit and can be resold in perfect condition.
Returning Faulty or Incorrect Items
If you have received a faulty, damaged, or incorrect item, please contact our customer service team immediately. We aim to deliver every order in perfect condition, but if something is wrong, we make the return process simple and hassle-free.
You can choose from the following options:
A replacement.
A full refund or a voucher code for a new order.
To begin:
Email hello@martashop.uk with clear details of the fault or damage.
Attach photos of the damaged items so we can assist you promptly.
You will be offered a full refund on faulty or damaged items, including the original delivery and collection fees.
Free Delivery Orders
If your order qualified for free delivery but you choose to return it, the original delivery cost incurred by Orsina will be deducted from your refund. This charge reflects the delivery service originally provided.
Outside the 14-Day Return Window
We recognise that orders can sometimes arrive damaged; therefore, we ask that you check your items thoroughly within 14 days of arrival. We are unable to issue refunds or replacements outside of our 14-day return policy.
Transparency Promise
We believe in complete transparency and fairness. All applicable fees—including packaging, delivery, and returns fees—will be clearly communicated and agreed upon before your return is confirmed.
Your Refund
Refunds are processed back to the original payment method. If you paid by credit or debit card, please allow up to 5 working days for the refund to appear in your account.