FREE UK Delivery on orders over £50 - more

Delivery Information

Delivery Costs

At House of Martin, we want to keep our shipping costs simple for you, simple for us. Our usual delivery costs across UK mainland are as follows:

  • Up to £50 - £3.90 Recorded delivery
  • Over £50 - FREE Recorded delivery


Free Delivery in March 2018

Throughout March 2018, we are removing all delivery costs and so YES, all delivery is FREE until 31st March 2018.


What happens if my parcel gets lost? 

Things occasionally go missing in the post. All shipments are fully insured and we will make a claim on your behalf if your order is lost. Our policy is to give you a full refund or to send a replacement once the required time has passed, stated by the relevant shipping company in their terms & conditions.

If the reason a parcel takes longer than expected to arrive, or gets lost, is because the address given was incorrect or incomplete we cannot accept any liability for this. We will however try to help in these situations.

Generally we need to wait 10 working days from dispatch to begin investigating missing parcels.


Can I collect my order from the shop? 

Yes you can. Select ‘Collect from the shop’ from the delivery options at the checkout,print off your order confirmation or order number and bring it with you to the shop.

Please allow two hours before coming to collect.

If you change your mind and would like to have your order delivered then we will need to take a payment by phone (if applicable) to cover the cost. 


How long does delivery take?

If your order was made before 3 pm, Monday to Friday, it will be sent that day*;otherwise your order will be sent out on the next business day. The free postage option will arrive within 3 business day’s. We will send you an email to let you know exactly how and at what time your order was dispatched,including tracking number. If your order is placed on a Friday and you opted to pay for Saturday Delivery your order will arrive on the Saturday.

*same day dispatch not always possible during busy periods, but we will always try our best.


How do I know if my order has been shipped?

You will receive a dispatch confirmation email to confirm your order has left House Of Martin. This email will contain the tracking details as all orders shipped are tracked.


Do I have to have my order delivered to my billing address?

We provide the option to ship orders made through our website to a different address from the one at which your card is registered. For security reasons we may contact you to verify your details before shipping to a different address.We reserve the right to ignore your requested shipping address and deliver your order to your billing address.


Can I change the delivery address after I have placed my order?

If you have made a mistake with your delivery details then contact shop@houseofmartin.co.uk or 018438650949 immediately and we will update it if we can. For security reasons orders placed over the telephone must be shipped to the billing address. If the order has already left our office then the delivery address cannot be changed.If this happens we will need to wait for the parcel to be returned to us and then post the parcel out again at your expense.


What happens if I’m not home when my order is due to be delivered?

Royal Mail will leave a card to rearrange the delivery or you can arrange to collection your parcel from your local depot.


Can someone else sign for my delivery?

Yes they can... House Of Martin accepts no responsibility if the signature received at the delivery address is not the intended recipient, and will consider this parcel correctly delivered.


Do you deliver to PO BOX addresses?

No. Because of the high risk of fraud we are unfortunately unable to deliver to PO boxes.


If I have sent something back to be exchanged how will the replacement be delivered to me?

Our policy is to deliver any replacement items using the delivery method you chose for your original order.


Returns Policy

We offer a no hassle 28 day returns policy on any unworn, full priced items with tags, tickets and original packaging still attached.

  1. Fill in the returns form that came with your order.
  2. Pack up the item (you can reuse our packaging) and send it back to us. Don’t forget to include the returns form.
  3. Take the parcel to your nearest Post Office (postage to be paid by customer as set out in our terms & conditions) always get proof of postage and send items back using a trackable service.
  4. We aim to process returns within 24 hours of them arriving at House Of Martin. Filling in your returns form helps us make this happen.

Unfortunately we can't extend this offer to special orders, sale, reduced or otherwise discounted items — see below for those.


Exchanges

We can exchange for a different size, a different colour or a completely different item. If the new item costs more then we will contact you with instructions explaining how to pay the difference.


Refunds

We will be happy to refund any items purchased at full retail price within 28 days of delivery. We ask that the items arrive back to us in their original condition,with all tickets and tags attached. 

We do ask that shoe boxes and similar packaging are wrapped in extra packing. We won't be able to accept any returns where postage labels, stamps or similar have been applied directly to the products packaging.

All refunds exclude postage costs, as agreed in our terms, unless a mistake has been made by us. We can only refund to the card/payment method used for purchase. Our payment processor PayPal will credit your money at midnight the day we process the return, but credits can take several days longer to show in your account.Please refer to your card issuer's terms and conditions for further information.


Sale and clearance items

Sale or clearance items or items bought during with discount promotion (such as a seasonal discount code) can be returned under the same hassle free policy as priced items, except we ask that they are returned within 10 days of delivery.

Special Orders

Special Orders are ordered  specifically for the customer (non stock items) we ask when ordering you have the correct size, colour etc as these items are nonrefundable.

Please Note we must be able to match all returns to the original web order number and goods must be re-saleable with all tags attached. Address for all returns and exchanges :

Returns Department
House Of Martin

60 High Street

Broadstairs

Kent CT10 1JT


Returning items from outside the EU?

When returning items from outside the EU please be sure to include 'Returns Department' prominently at the top of the address and declare the goods as returns to the couriers/postal service. This will prevent your return being delayed by UK customs, allowing us to process it far more quickly

If you don't do this then the parcel will be held by UK Customs for processing. This can take up to 28 days to complete, and will lead to an invoice for VAT plus handling (roughly 20% of the returns value) which we will pass on to you and will require payment before the parcel will be released to us. This is a non-refundable charge.


Returns FAQs


Do I have to pay the return costs?

Yes unfortunately we can't cover the return costs unless its a mistake on our behalf.

You can also drop returns off to the shop, who'll promptly pass those orders back to our returns department.

How long will it take to process my return?

We receive UK and international returns daily (Monday to Friday). We aim to apply all refunds and dispatch exchange items within 48 hours of the day they are received, although it can take longer during busy periods such as Christmas and sale periods.

Our payment processor PayPal will credit your money at midnight the same day, but credits can take several days longer to show in your account. Please refer to your card issuer's terms and conditions for further information.

What if my order wasn't correct?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order,please contact us on 01843 860949 or email us at shop@houseofmartin.co.uk and we will look into it. Please include your order number at all times when e-mailing customer services.

House Of Martin takes great care with its product photography using the brands own photos to make sure that we are providing you with pictures that accurately and fairly represent the products we sell.

However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.

What if the item is faulty?

Faulty items are dealt with differently. If you think the item you have received is faulty in any way, please get in touch with us on shop@houseofmartin.co.uk or call us on 01843 860949 and we’ll let you know how to proceed from there.

Can I take my return to your shop?

Yes you can, as long as you return the goods within 28 days of delivery (10 for sale items). The shop staff can process a credit note or exchange but if a refund is required this will need to be processed by the website team and may take an additional day.

The shop address is :

House Of Martin

60 High Street

Broadstairs

Kent CT10 1JT