Frequently Asked Questions
ORDER
How can I know if my order has been successfully placed?
Once your order is confirmed, you will receive a confirmation email at the email address associated with your account or provided during the order process. If you do not receive anything, please check your spam folder or contact us at hello@martaud.com or via our contact form .
Can I modify or cancel an order?
In principle, once an order is confirmed, it can no longer be modified or canceled (except when exercising the right of withdrawal or in cases of force majeure). However, it may not have been processed yet. To check, contact us as soon as possible at hello@martaud.com with the subject “Order No. - CANCELLATION or MODIFICATION” . If it is still possible, we will do our best to accommodate your request. If the order has already been confirmed and accepted, you will be able to make an exchange or return once you receive your order.
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number. You can use this number to track the status of your delivery on the carrier’s website chosen at the time of your order. For any questions, contact us at hello@martaud.com or via our contact form .
What should I do if I haven't received my order?
If your order has not been delivered within 5 to 6 business days after shipping, please contact us at hello@martaud.com so that we can assist.
What should I do if I can't place an order on the website?
If you are unable to place an order on our website, we recommend trying again after a few moments or switching to a different browser. If the problem persists, please contact us at hello@martaud.com or via our contact form .
DELIVERY
How much does shipping cost?
For Metropolitan France, shipping fees are as follows:
• €5 for delivery to a Mondial Relay pick-up point
• €9 for home delivery via Colissimo (with signature)
Free shipping is available for orders over €250, only to Mondial Relay pick-up points.
For Belgium, Luxembourg, and the Netherlands:
• €9 for home delivery via Colissimo (with signature)
For Germany, Italy, Spain, Portugal, Sweden, and Denmark:
• €12 for home delivery via Colissimo (with signature)
Do you ship internationally?
We deliver to Metropolitan France and certain European countries. If you would like delivery to another location, please let us know at hello@martaud.com or via our contact form. This will help us expand our international shipping options.
What are your delivery times?
Delivery times vary depending on the carrier and the destination country.
To Metropolitan France:
• Mondial Relay (pick-up point): 4 to 5 business days (excluding pre-orders)
• Colissimo (home delivery): 2 to 4 business days (excluding pre-orders)
Towards Europe*:
• Colissimo (home delivery): 4 to 6 working days (excluding pre-orders)
* see the list of European countries we deliver to in the “How much does shipping cost?” section above.
For pre-orders, these delivery times should be extended by the duration of the pre-order campaign and the production time. Check the “Pre-order schedule and process” section on each product page for more information.
Do you offer express delivery?
At the moment, we do not offer express delivery. If you have any ideas or suggestions, please contact us at hello@martaud.com or via our contact form .
EXCHANGE
Do you accept exchanges, and within what time frame?
Only clothing items can be exchanged; accessories cannot be exchanged. A clothing item can be exchanged free of charge (shipping included) within 14 days of receiving the order, provided that the product is in its original condition: clean, unworn (except for trying on), unwashed, undamaged, and with all tags attached.
After this period, the product can no longer be exchanged.
If the item you wish to exchange is out of stock, we will notify you and proceed with a refund of the article.
We encourage you to subscribe to our newsletter to stay updated on restocks and new pre-order campaigns.
How to make an exchange?
1. Contact us by email at hello@martaud.com within 14 days of receiving your package, indicating “Order No. - EXCHANGE.” In your request, specify the item* you wish to exchange and the desired size.
2. Print the Mondial Relay return label that we will send you by email.
3. Prepare the package with the product to be returned. Make sure it is in its original condition.
4. Attach the return label and drop off the package at the Mondial Relay point of your choice.
After receiving and checking the product, we will ship you the new item**.
* Only clothing can be exchanged. Accessories can only be returned (same deadline, free shipping) and reordered.
** Unfortunately, we cannot guarantee that the desired product is still available at the time of exchange. If it is out of stock, we will notify you by email and issue a refund. We encourage you to subscribe to our newsletter to stay updated on restocks and new pre-order campaigns.
RETURN
Do you accept returns and within what time frame?
Returns are accepted and free of charge within 14 days of receiving the package, provided that the products are in their original condition: clean, unworn (except for trying on), unwashed, undamaged, and with all tags attached.
How to make a return?
1. Contact us at hello@martaud.com within 14 days of receiving the package, indicating “Order No. - RETURN” . Please feel free to share the reasons for return with us, this helps us improve.
2. We will send you (by email) a Mondial Relay return label to print.
3. Prepare the package with the product to be returned. Make sure it is in its original condition.
4. Attach the return label and drop off the package at the Mondial Relay point of your choice.
Once the returned package is received and inspected, the refund will be processed within a maximum of 7 days. You will receive a confirmation email once the refund has been completed.
REFUND
What is the refund processing time?
Once the returned package is received and inspected, the refund will be processed within a maximum of 7 days. You will receive a confirmation email once the refund has been completed.
PRE-ORDER
What is pre-order?
Pre-ordering allows us to limit inventory and produce just enough. We manufacture what you order, with a small additional stock for potential exchanges. To learn everything about pre-ordering at Martaud, we invite you to check this page .
Can I modify or cancel a pre-order?
PRODUCTS & COLLECTIONS
Do you have a size guide?
Yes, we offer a size guide.
• For clothing, you can find it on each product page, above the list of available sizes.
• For accessories, we specify their dimensions in the description tab.
My product is out of stock, how do I know if it will come back?
We invite you to subscribe to our newsletter to stay informed about restocks, news, and new pre-order campaigns.
How do I care for my clothes and accessories?
Each product page contains a “CARE” section where we provide care instructions and link to the corresponding “Care Guide” article.
PAYMENT
What payment methods are accepted?
We accept payments by credit card (CB, Visa, MasterCard) and through secure platforms, as well as Apple Pay. Payment by check is not accepted.
For pre-orders, the total amount is charged at the time of the order.
Do you offer installment payment options?
We do not offer installment payments. We prefer that you save up calmly (in your favorite piggy bank!) until you can purchase your favorite Martaud item, without resorting to credit.
CONTACT
How can I contact you?
For any questions, you can contact us at hello@martaud.com or via our contact form . We will get back to you as soon as possible.