FAQ

Ordering Online

How do I make a purchase?

Once you have made your choice, select the size you require and click on the “add to bag” button on the product page. You can review the item(s) in your shopping bag with a simple click on the “shopping bag” icon at the top of the page. Click the “view cart” button at the bottom of the shopping bag to view in full. If everything is as it should be, click on “proceed to checkout” and you will be forwarded to the checkout page to complete your purchase.

Do I have to create an account?

You can either log in to check out or proceed as a guest. Under “I am a new customer” you can simply enter your email address – you will still be given the option at the end of the process to register an account, should you wish. Once you have entered the requested information, including your payment method of choice, you will be asked to confirm your order.

You also have the option of accessing our website through a Facebook or Google account.

Should you decide to register with us, you will benefit from being able to:

  • review previous purchases
  • add products to your wish list
  • manage your account details, your saved addresses and your email settings
  • track the status of your order
How can I see the status of my order?

You can track the status of an order within the “My Orders” section of your account. Please note that the status of your order could take up to one hour to be updated, after the order has been placed.

How do I know if my order has been placed?

If you do not receive an order confirmation from MarthaLouisa a few minutes after completing your purchase, you can assume that your order could not be received by us. In most cases this means that a card issuer has declined a payment. You will either need to place your order again, choose a different payment method, or contact us over the telephone so that we can assist you. You can reach us under 0-808-189-3348 from Monday to Friday between 9am and 6pm (CET). You can also get in touch with us via email at customercare@marthalouisa.com.

How can I cancel my order?

If you call us within a few minutes after completing your purchase, the MarthaLouisa Customer Care team will review the order to see if it can be cancelled before shipment. This, however, cannot be guaranteed. Once an order has been cancelled, it also cannot be reinstated.

You can reach us under 0-808-189-3348 from Monday to Friday between 9am and 6pm (CET). You can also get in touch with us via email at customercare@marthalouisa.com.

Please note that we are unable to combine orders, edit billing and shipping information, or add further items to an existing order once it has been placed.

Shipping & Delivery

When will I receive my order and what are my shipping costs?

Shipping Delivery time Price
UPS Standard1-3 working days£ 10.00
UPS Express1-2 working days£ 16.00
What are my shipping options?

Deliveries are handled by DHL, DHL Express or UPS. All shipments that are sent by MarthaLouisa are insured against theft and accidental damage. Upon receipt of shipment and written confirmation, this insurance coverage ceases to exist.

It is understood that anyone who is at the address where the delivery should take place, is duly authorised by you to receive the order. There the delivery to any person at the identified address shall be deemed valid, and both MarthaLouisa as well as the shipping agent will have complied with the obligations upon delivery to any person at such address.

Customers from Munich and surroundings have the option of choosing “courier”, meaning that they can receive their delivery within 3 to 5 hours (through “Eilkurier München”).

MarthaLouisa cannot be held responsible for delays caused by customs clearance, bad weather conditions or similar unpredictable circumstances. The quoted delivery periods are valid from the day your order is shipped.

What international shipping options does MarthaLouisa offer?

Delivery within the European Union

No additional taxes or customs duties are charged for articles that are shipped within the European Union. All prices and shipping costs include the valid VAT for Germany, unless otherwise specified.

MarthaLouisa currently delivers to the following countries within the EU: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Germany, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

Deliveries outside the European Union:

Customs duties and taxes for non-EU countries

If your order is being shipped to a non-European country, no VAT is being charged by MarthaLouisa. As soon as your parcel arrives at the destination, sales tax on imports as well as customs duties and handling costs will be determined by your local customs bureau. You will then be invoiced by the shipping agent. By submitting you order you concede to the import regulations of the respective articles. Please be aware that import regulations vary from country to country and shipping costs cannot be refunded.

In case you would like to have more detailed information on the amount of taxes and fees that are to be paid, please contact your local customs office.

Please note that MarthaLouisa reserves the right to invoice any fees incurred through unpaid import sales taxes and customs duties.

Please be informed that customs duties, sales tax on imports and handling costs that were charged to you by the shipping agent cannot be refunded even in the case of a return.

Delivery with DDP (Delivered Duty Paid)
Delivery to the following countries is carried out with DDP:

Australia, Bahrain, Canada, Hong Kong, Japan, Kuwait, Macao, New Zealand, Oman, Qatar, Saudi Arabia, Singapore, South Korea, Switzerland, United Arab Emirates and the USA.

In this case, sales taxes, import fees and customs duties are included in the purchase price. If, by mistake, our shipping partner invoices you for these costs, please contact us straight away.

For orders to the USA

Please note that for order values above $2500 the shipping agent might contact you to request your SSN (social security number), in case it is needed for customs clearance.

Delivery with DDU (Delivered Duty Unpaid)
Delivery to the following countries is carried out with DDU:

Albania, Algeria, Andorra, Angola, Antigua and Barbuda, Armenia, Aruba, Azerbaijan, Bahamas, Bangladesh, Barbados, Belize, Belorussia, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Cameroon, Caiman Islands, Chile, Cook Islands, Costa Rica, Democratic Republic of Congo, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Ethiopia, Fiji, French Guyana, French Polynesia, Gabon, Gambia, Georgia, Ghana, Gibraltar, Greenland, Guadeloupe, Guam, Guatemala, Guernsey, Guyana, Iceland, India, Indonesia, Israel, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kirgizstan, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Madagascar, Malawi, Malaysia, Macedonia, Maldives, Mali, Martinique, Mauritius, Moldavia, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nepal, Nicaragua, Norway, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Philippines, Reunion, Samoa, San Marino, Senegal, Serbia, Seychelles, South Africa, Sri Lanka, St. Barth, St. Kitts and Nevis, St. Lucia, St. Vincent and the Grenadines, Swaziland, Taiwan, Tanzania, Thailand, Togo, Trinidad and Tobago, Turkey, Turks and Caicos Islands, Uganda, Ukraine, US Virgin Islands, Uruguay, Uzbekistan, Venezuela and Vietnam.

Please note that for the abovementioned countries product prices exclude taxes and duties. Sales tax on imports as well as handling costs will be determined by your customs bureau. You will be invoiced for these costs by our shipping agent. In case you wish to receive more information on the specific amounts, please contact your local customs office. The insurance for the delivery and the costs for all shipping documents are covered by MarthaLouisa.

Please also note: should you not cover for the costs incurring in your country, MarthaLouisa reserves the right to charge you with any additional costs incurred.

While we aim to ensure that all orders are received when expected, delivery to a remote destination is not always guaranteed to arrive within the specified shipping timeframe.

Can I have my delivery sent to an access point?

If UPS is eligible as courier service for your country, then you may of course have your delivery sent to an access point.

Can I collect my order?

As we are an online retailer, we are not in a position to offer you a collection service. For security reasons, and because your order must be signed for, we do not partner with local pick-up or service points. We also do not offer redirections.

How can I track my parcel?

Once your order has been shipped, you will receive an email containing your order details and tracking number, which you can use to track your order online.

Your tracking number will not activate to show movement until the parcel is scanned in at the first courier-specific sorting facility, generally around 12 hours after you receive your shipping notification.

Please note: before we can ship your order, we may need to confirm some additional details with your card issuer. We will do our best to keep delays to a minimum.

Our delivery time starts from the moment an order begins processing and includes a 24-hour period where your items will be packed and shipped from our warehouse.

Inclement weather conditions and international customs are also not factored into delivery time and may cause delays.

If you have created an account with MarthaLouisa you can also track the progress of your shipment by choosing “My Account”.

What do I do if I haven't received my order past the designated delivery window?

Once your order has been shipped, you will receive an email containing your order details and tracking number, which you can use to track your order online. If tracking shows that your parcel has been delivered but you haven’t actually received it, please contact Customer Care immediately via email (customercare@marthalouisa.com) or telephone (0-808-189-3348). You will be able to reach us from Monday to Friday between 9am and 6pm (CET).

Payment

What payment methods are accepted at MarthaLouisa?

We accept credit card payment, PayPal and Amazon Pay. It should, however, be noted that not all payment types are available for all countries.

Credit card

Credit card payment is available in all countries.

The order amount will be booked from your card once your order is ready to be shipped. Refunds are issued to the credit card used for the payment of the order.

Visa or Mastercard

Our system will recognise if your credit card is registered with 3-D security programs “Verified by Visa” or “Mastercard SecureCode”. These security checks are processed by your bank to ensure that the credit card is being used by its owner and the registered retailer. If your card is indeed registered for this security check, a pop-up window will appear on your screen asking you to enter your SecureCode. Transactions can only be made by entering the correct password.

For more information about the credit card security systems, please see: “Verified by Visa” or “Mastercard SecureCode”.

If your credit card is not registered with any of these programs, the payment can be made without further authentication.

American Express

Our payment system will check whether the delivery address corresponds to the billing address registered with American Express (Amex Address Verification System or AVS). In case of a mismatch you will receive an email asking you to register the delivery address with American Express. Your order can only be processed after successful verification.

PayPal

Please select PayPal when you select a payment method and you will be redirected to the PayPal website. If you do not have a PayPal account, you can create one during the checkout process. For more information, please click here.

Refunds from returns will be booked onto the registered PayPal account.

Amazon Pay

With Amazon Pay you can use your Amazon account to effect payment. We would however like to point out that you will always be charged in Euro, if you choose this payment option. After choosing this payment method please enter your Amazon login and proceed with your purchase. Our payment system will fall back upon the payment conditions and the delivery address registered in your Amazon account. Amazon Pay will not share any payment information with us and you will not have to enter any data.

Refunds from returns will be booked onto the registered Amazon account. Please note that Amazon Pay is not valid in the UK, the USA, Canada, Hong Kong and Switzerland.

Which currency can I shop in?

Depending on the country to which your order is to be delivered, you can purchase our products in your domestic currency or in euros. We are unfortunately not in a position to offer you the choice of your preferred currency.

Returns

Can I return an item?

If you wish to return an item, you may do so within 28 days, free of charge.

In any event you may exercise your statutory withdrawal right. For details please see our terms and conditions.

How do I return an item?

For deliveries to Germany, please fill out the returns form included in your parcel and drop off the parcel at your nearest post office. If your parcel was delivered by UPS, please get in touch with UPS and arrange for a pick up or leave it at a UPS access point.

For all other countries please fill out the returns form, the proforma-invoices, where necessary, and arrange for a pick-up with DHL Express or UPS, or leave your return parcel at a UPS access point.

For DDP deliveries, the amount corresponding to sales taxes, import fees and customs duties will be fully refunded.

Please note that for DDU deliveries, customs duties, sales tax on imports as well as handling costs that were charged to you by the shipping agent cannot be refunded.

More detailed return instructions are always included with your order.

What else should I be aware of?

Please note that all returned items must be in their original condition, without having been worn, washed or altered, and with all tags still attached. Hosiery and socks cannot be returned, once taken out of the (sealed) packaging.

Should shoes show any sign of wear or not be returned in the original shoebox, we have the right to reject your return. We therefore kindly ask you to try on footwear on a soft, carpeted surface only.

When and how will I receive my refund?

As soon as your parcel arrives at our premises, you will be notified by email. It may, however, take up to a few days for the refund to be visible on your bank statement, depending on your credit card and/or bank. Unfortunately, we are unable to influence this process, so please contact your credit card representative if you require further information.

Products

How do I know which size to take?

To be sure you find the right size, take a look at our size chart available on product pages. This provides information on various sizes and their conversions. We have also indicated whether certain items fit true to size, or if it’s advisable to choose one size bigger or smaller. Should you wish to have further information on the products, just give us a call on 0-808-189-3348 from Monday to Friday between 9am and 6pm (CET) – we’ll gladly assist you in placing your order.

If for whatever reason you can’t reach us, simply send us an email to customercare@marthalouisa.com with the following details and we’ll reply as soon as possible:

  • the style(s) you’re interested in
  • your Italian/French or US shoe size
  • if you have particularly narrow or wide feet
Are your products authentic?

Every item we sell at MarthaLouisa is 100% authentic, as we are an authorised online stockist for all the designers we carry. Your purchase will be dispatched in its original brand packaging (including all tags and dust bag, where applicable).

Do you have tips for the care of shoes?

We advise you to use a protective spray for your suede and velvet shoes not only before you first take them out but on a regular basis.

Stains on suede shoes can be removed with a special brush, whereas for velvet you should simply use a damp cloth.

Leather shoes should be treated with professional leather care regularly and should be given at least 20 hours to completely dry.

For patent leather it is essential that you use patent leather care products and shoe trees to minimize folds.

Marks on rubber soles can be removed using a household eraser.

Should you need more detailed information about how to take care of your treasures, please let us know so that we can get in touch with the respective designer.

General Questions

How can I get in touch?

For any questions regarding products, delivery, returns or indeed any issues at all with your order, don’t hesitate to contact us directly on 0-808-189-3348 from Monday to Friday between 9am and 6pm (CET). Alternatively, you can get in touch via email at customercare@marthalouisa.com.

How do I reset my password?

To reset your password, follow the instructions after clicking on “Forgotten password” or “Did you forget your password?” After entering your email address, you will receive an email asking you to reset your password.

Is my personal information kept private?

Rest assured that we take data protection very seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation.

How do I use a promotional code?

Please note that a promotional code needs to be entered into the promocode field after you have placed an item in your “shopping bag”, prior to proceeding to the checkout. The code needs to be entered exactly as it appears within a newsletter – taking upper and lower case into account, for example. Promotional codes are of course only valid within designated timeframes and locations, and applicable to specified product categories and minimum order values.

If you are experiencing problems locating the promocode field, please don’t hesitate to get in touch with us and we will gladly assist you. Give us a call or drop us an email.

Each code is only applicable once: if you have already used it within the given timeframe, it cannot be used again.

What is the wish list?

Our wish list function allows you to keep an eye on your preferred styles. Simply click on the heart icon next to an item to move your treasure to your wish list. You can transfer any item from your wish list into your shopping bag at any time.

Can I exchange my size?

For the time being, we can regrettably not offer you the possibility of a size exchange. If you would like to exchange an item, you will need to return it and place a new order.

How can I stay informed on all things MarthaLouisa?

Subscribe to our newsletter and we’ll keep you up-to-date, informed and inspired! Simply enter your email address in the designated field at the bottom of our homepage, and one click will lead you to the registration page.

You can also follow MarthaLouisa on the following social media channels: Instagram, Facebook, Pinterest.

How can I contact the press office?

For all press enquiries and further information, please contact pr@marthalouisa.com.

Where are you located?

MarthaLouisa is based in Germany.

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