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FREQUENTLY ASKED QUESTIONS

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • I have received a damaged item, what should I do?"
    If your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods. You must send us an email to contact@martin-across.com providing visible proof that the garment was delivered to you in faulty conditions. Any claim regarding the delivery of Product(s) must be submitted in 14 working days following receipt of the Product(s). They must be sent in their original condition (packaging, accessories, tag, etc.), unworn and in perfect condition. MARTIN ACROSS is not responsible for the costs of shipping the return, the costs and risks pertaining to the return of Product(s) are borne by the sender. If you need any further information, you can send an email to contact@martin-across.com. The Product(s) must be returned to: MARTIN ACROSS 8009 NW 95th LN Tamarac FL 33321 United States of America
  • Can I return a sale item?
    Sale items are not returnable.
  • How can I return my order?
    If your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods. If you recieved an incorrect size, you have the right to return the garment or ask for an exchange or a refund. Unfortunately, because each piece is made on demand for each customer, it is not possible to return a garment that does not fall under the previous mentioned. MARTIN ACROSS has a 14-day return policy: you have 14 days from when your order is delivered to ship/postmark it back to our return center for a refund or exchange if the reason of return is worthy. Any claim regarding the delivery of Product(s) must be submitted in 14 working days following receipt of the Product(s). They must be sent in their original condition (packaging, accessories, tag, etc.), unworn and in perfect condition. MARTIN ACROSS is not responsible for the costs of shipping the return, the costs and risks pertaining to the return of Product(s) are borne by the sender. If you need any further information, you can send an email to contact@martin-across.com. The Product(s) must be returned to: MARTIN ACROSS 8009 NW 95th LN Tamarac FL 33321 United States of America We recommend that returned goods be sent via insured, traceable delivery for your protection. Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer.
  • When will I get my refund?
    After you submit a claim with us, we will evaluate the situation and you will recieve an email confirmation regarding your refund. Refunds take between 10-14 working days.
  • Can I return an order that was paid with a gift card?
    Yes it is possible it if follows all our previous guidelines.
  • Is it possible to exchange items?
    It is not possible unless the reason for the exchange is justified.
  • Where can I find my invoice?
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  • Do you offer tax free shopping?
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  • I received a bill for import charges, do I have to pay it?"
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  • What are the available payment methods?
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  • What will you do with my information?
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  • Is it possible to delete my account?
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  • Do I need an account to order on martinacross.com?
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