At Martwillo, we want you to shop with complete confidence. If for any reason you are not entirely satisfied with your order, we’ve designed a return process that is straightforward and hassle-free. Please review the details below to understand how it works.
We accept returns for products that are unused, in original condition, and in their original packaging. Please note that certain items, such as customized products or intimate goods, cannot be returned for hygiene and personalization reasons.
Return requests must be made within 30 days of receiving your order. Unfortunately, we cannot process returns or exchanges beyond this period.
Before sending anything back, please contact our customer service team to request a Return Authorization (RA) number. This ensures your return is processed promptly. Items returned without an RA number may be rejected.
Once your return arrives, we will inspect it and notify you if the refund is approved. Refunds will be sent to your original payment method, minus any restocking fees, return shipping costs, or applicable taxes.
If your refund hasn’t appeared after the expected time, check with your bank or card issuer first. If there are still delays, our support team will assist you in resolving the matter.
Sale items may also be returned, but refunds will reflect the amount you paid at checkout.
For exchanges, please reach out to us first. Availability of sizes, colors, or styles is not guaranteed, and additional costs or shipping fees may apply.
When returning an item, securely package it—preferably in the original box with all tags, accessories, and documents. Mark the RA number clearly on the outside, and ship it to the address provided by our support team using a trackable service.
Some returns may include a restocking fee to cover handling and inspection. This will be communicated in advance.
Unless the return is due to our mistake (wrong or defective item), you are responsible for return shipping fees, which may be deducted from your refund.
For assistance, please contact our support team anytime.
Contact Information
Company: SARL DE L’ETOILE
Email: care@martwillo.com
Address: OPTICAL CENTER, PKG CARREFOUR ZI DE L’ETOILE 08300 RETHEL