FAQ

20191030_105007.jpg

Why haven't I received my order information?


Occasionally, orders or parts of an order are canceled by our system for various reasons. Some reasons are: • Item(s) not available
• Difficulty in processing your payment information
• Cannot ship to address provided
• Duplicate order was placed If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact us by email at contact@martin-across.com or by calling + 593 998317747 for a recommendation.




When can I expect my order to arrive?


Every garment is produced on demand, one by one to ensure the best quality possible. Each piece is created sustainably, reducing waste to the minimum.
For international deliveries: Please allow 5-6 weeks for your order to be produced and delivered to your location. For national deliveries (Ecuador): Please allow 2-3 weeks for your order to be produced and delivered to your location. Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or stock availability and/or customs delays. We are unable to deliver to post office boxes. Costumer will receive an email with the shipping details upon production has ended and shipping has been issued. All orders are fully traceable through FEDEX.COMAll orders are shipped with FEDEX and USPS are fully traceable on their website. You can always contact them if you have questions regarding your shipment.




What are the shipping costs?


Shipping costs are calculated based on location and weight. MARTIN ACROSS offers free standard delivery on orders above $ 350. Please note that free shipping will be applied to your order at checkout.




Where can I check the status of my order?


Costumer will receive an email with the shipping details upon production has ended and shipping has been issued. All orders are fully traceable through FEDEX.COM All orders are shipped with FEDEX and USPS are fully traceable on their website. You can always contact them if you have questions regarding your shipment.




How can I cange or cancel my order?


You have the right to cancel your purchase and receive a full refund provided you notify us in writing as set out below that you are exercising this right of cancellation no later than seven working days (i.e. excluding weekends and bank holidays) beginning with the day after you place your order. To exercise this right of cancellation:
Contact us by email at contact@martin-across.com and we will issue a refund back to your account. Changes: You have the right to change your order (size, model, shipping address) provided you notify us in writing as set out below that you are exercising this right of change an order no later than seven working days (i.e. excluding weekends and bank holidays) beginning with the day after you place your order. To change an order that has been placed: Contact us by email at contact@martin-across.com and detail the changes desired to your purchase, we will update your purchase accordingly. Involuntary cancellations: Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are: • Item(s) not available
• Difficulty in processing your payment information
• Cannot ship to address provided
• Duplicate order was placed If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact us by email at contact@martin-across.com or by calling + 593 998317747 for a recommendation.