Frequently Asked Questions

This Agreement was last modified on 18th february 2019

WHY IS MY TRACKING NUMBER NOT UPDATING ONLINE?

SINCE WE ARE WORKING WITH AN OVERSEAS FULFILLMENT CENTER PLEASE ALLOW 4-7 DAYS FOR YOUR TRACKING NUMBER TO BE UPDATED IN THEIR SYSTEM ONCE YOUR SHIPPING CONFIRMATION EMAIL IS RECEIVED.

PLEASE BE ASSURED THAT ONCE YOUR TRACKING NUMBER IS SENT TO YOU, YOUR ORDER HAS IN FACT SHIPPED. SOME TRACKING NUMBERS MAY DISPLAY THAT YOUR ORDER IS NOT FOUND OR IS STILL IN ASIA EVEN WHEN IT IS WELL ON ITS WAY TO YOU, THIS IS BECAUSE ASIA IS ONE OF THE LARGEST INTERNATIONAL POSTAL HUBS AND UPDATING THEIR TRACKING SYSTEMS CAN TAKE TIME.

WHERE DO YOUR PRODUCTS SHIP FROM?

WE SOURCE OUR INVENTORY FROM SEVERAL LOCATIONS WITHIN THE US, EUROPE, AND ASIA. IN ORDER TO KEEP OUR INVENTORY AFFORDABLE, FRESH, AND UP TO DATE WITH THE LATEST STYLES WE HAVE A CENTRALIZED FULFILLMENT CENTER IN ASIA THAT ALL OF OUR PRODUCTS SHIP FROM.

WILL THERE BE DUTIES/TAXES ON MY PACKAGE?

DUE TO THE SMALL STATED VALUE AMOUNTS ENTERED BY OUR FULFILLMENT CENTER IT IS NOT OFTEN THAT OUR CUSTOMERS RECEIVE DUTY/EXTRA CHARGES UPON IMPORT. WITH THAT SAID EVERY COUNTRY RESERVES THE RIGHT TO CHARGE TAX ON ANY IMPORTS, WHICH IS ENTIRELY OUT OF OUR CONTROL.

IN THE RARE EVENT A CHARGE OCCURS, CUSTOMERS ARE 100% RESPONSIBLE FOR ALL TAXES, DUTIES OR TARIFFS IF APPLIED BY YOUR LOCAL CUSTOMS. NOTE THAT, THE TAXES, DUTIES, OR TARIFFS ARE NOT PART OF THE SHIPPING CHARGES. IT IS NOT CHARGED BY US NOR YOUR POST OFFICE. IT IS CHARGED BY YOUR COUNTRIES CUSTOMS DEPARTMENT. FOR AN EXACT COSTS OF THESE FEES YOU SHOULD SEE YOUR LOCAL POST OFFICE OR CUSTOMS OFFICE. WE WILL NOT RESPONSIBLE FOR SUCH EXPENSES UNDER ANY CIRCUMSTANCES.

HOW DO I EDIT OR CHANGE MY ORDER?

ONCE YOUR ORDER HAS BEEN SUBMITTED IT CAN NO LONGER BE MODIFIED. PLEASE MAKE SURE TO DOUBLE AND TRIPLE CHECK THAT ALL ITEMS YOU LOVED ARE IN YOUR CART, THE ADDRESS YOUR ORDER IS BEING SHIPPED TO IS SPOT ON, AND THE PAYMENT METHOD YOU ARE USING IS GOOD TO GO!

HOW DO I CANCEL MY ORDERS?

IN ORDER TO GET YOUR BEAUTIFUL NEW PIECES OUT TO YOU AS SOON AS POSSIBLE WE CAN NOT ACCEPT CANCELLATIONS MORE THEN 1 HOUR AFTER YOUR PURCHASE. IF YOU ARE WITHIN THIS TIME FRAME PLEASE EMAIL US AT [email protected] OTHERWISE WE ARE MORE THEN HAPPY TO ACCEPT A RETURN ONCE YOU HAVE RECEIVED YOUR PRODUCTS.

PLEASE NOTE THAT ORIGINAL SHIPPING FEES ARE NON-REFUNDABLE & RETURN SHIPPING IS THE RESPONSIBILITY OF THE CUSTOMER.

WHEN AM I CHARGED FOR MY ORDER?

TO GET YOUR ITEMS PACKED AND OUT TO YOU AS SOON AS POSSIBLE, YOUR CREDIT CARD IS CHARGED WHEN YOU PLACE AN ORDER. THOUGH WE CHECK ALL ORDERS VERY CAREFULLY BEFORE SHIPPING, WE CANNOT BE RESPONSIBLE FOR INCORRECT INFORMATION LIKE CREDIT CARD ENTRIES OR ADDRESSES. PLEASE REVIEW YOUR ORDER CAREFULLY BEFORE SUBMITTING YOUR ORDER!

Refunds & Returns Policy

All products on martpure.com have the Returns & Refund guarantee. Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

If You Don’t Receive Your Order
You will get a full refund if your order does not arrive within the delivery time promised by us.
We set a delivery time with a maximum of 60 days. If you can prove that you did not receive your order within the stated delivery time, you will get a full refund.

Full refunds are not available in the following circumstances:
1. Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
2. Your order did not arrive due to exceptional circumstances outside the seller’s control (i.e. not cleared by customs, delayed by natural disaster)
3. Other exceptional circumstances outside the control of martpure.com

Guaranteed Protection Period
You can submit refund requests up to 10 days after your order has been completed. You can do this by opening a dispute at the bottom of this page. Please note that you can only open one dispute per order.

The following situations are not included:
1. You no longer want the item.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If your return is approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Exchanges 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]com

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

For Refunds/Returns Please Fill in the Form Below