FAQ

At MARTIVOX, we want every part of your experience to feel straightforward, from the moment you start browsing until your package is safely in your hands. This guide walks through the most common situations our customers encounter, organized by where you are in the process.

Before You Finalize Your Purchase

Taking a moment to review your details before completing an order can prevent headaches later. When you enter your shipping address, the entire address must be typed using the English input method, including punctuation. If your address contains non-English letters, substitute them with similar English characters—for example, replace “?” with “c.” We recommend using a residential address rather than a vocational one, as customs hold times are unpredictable. After the order has been processed or shipped, the shipping address cannot be revised. While we can update your email, name, or address on file, the order itself cannot be modified.

Promotion and discount codes cannot be combined with other promotions or discounts unless explicitly stated otherwise. If you have multiple codes, only one will apply to your purchase unless the terms of a specific offer say otherwise.

You don’t need to register for an account to shop with us—guest checkout is always available. That said, creating an account unlocks a few conveniences worth considering:

  • Faster checkout on future visits
  • Access to your order status and purchase history anytime
  • Updates about new releases and special promotions

If you ever forget your login credentials, the “Lost password?” link on the login page will guide you through resetting your password.

Managing Your Order After It’s Placed

Once an order is submitted, the window for changes is narrow. Cancellation requests are reviewed on a case-by-case basis. If your order has not yet entered the packing stage, we may be able to accommodate your request. Approved cancellations result in a full refund to the original payment method. Once an order has been packed or shipped, it can no longer be cancelled. For shipped orders, you’ll need to follow our Returns Policy instead. We reserve the right to accept or decline an order, or any part of it, at our sole discretion, even after you’ve received an order confirmation or the credit card has been authorized. If a cancellation occurs after authorization, a credit is issued to the original payment method.

If you realize you’ve entered an incorrect email address, reach out to our team. We’re able to update your email, name, and address on file, but the order itself cannot be modified.

Delivery & Receiving Your Package

Orders are handled and shipped from our warehouse abroad. Our team processes orders Monday through Friday, with most orders processed within 2–3 business days from the order date and shipped the day after processing. We do not ship on weekends. During holidays and sale seasons, please allow extra processing time. If you haven’t received a tracking confirmation within 5 business days of completing your payment, contact us. Once your order ships, tracking information is emailed to you—typically one day after shipment, as tracking details generally become available 24 hours after the order leaves our facility. The overall delivery time depends on the shipping option you selected.

The prices shown on our site are tax-free in US Dollars. When your order arrives at its destination, you may be liable for import taxes, duties, and related customs fees, which are determined by your local customs office. These charges are your responsibility and are not covered by MARTIVOX. For more details on potential charges, please contact your local customs office directly. We are not responsible for delays caused by the customs department in your country.

If your order arrives with incorrect, missing, or defective merchandise, contact us within 7 days of receiving the package. Include your order number, photographs of the items, and any related references from the delivery. If you simply notice items missing from your delivery, get in touch with us right away so we can look into it.

If You Need to Return an Item

When a purchase doesn’t work out, you must submit a return request within 30 days of receiving your order. Include your order number and the reason for the return. Our customer service team will review the request and, if approved, provide further instructions. All returned items must be in their original condition with packaging intact. A list of final sale items can be found in our Returns Policy.

Processing a return can take up to 14 business days from the day we receive it. Once processed, we’ll send a confirmation email. Refunds are credited to the original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 7–10 business days of receiving the returned item or cancellation request. If the credit hasn’t appeared on your account yet, contact your bank or credit card company, as it may take some time for the refund to post.

Understanding Payments & Security

Every transaction is processed in Pounds sterling. When your card uses a different currency, the final amount is calculated using the daily exchange rate on the date your card issuer handles the transaction.

We accept the following payment methods:

  • VISA
  • Mastercard
  • AMEX
  • PayPal

Personal checks, money orders, direct bank transfers, debit card payments, and cash on delivery are not accepted.

Your payment details are protected from the moment you enter them. All credit card information is submitted on an SSL-secure page, then SSL-encrypted and transmitted directly to our credit card provider’s network for authorization. At no point is your credit card information stored on our servers.

For any other questions, our team is ready to help at cs@martivox.com.