Returns policy

Returns policy The Customer may exercise the right of withdrawal within 30 (thirty) days of the delivery date. To exercise this right correctly, the Customer should contact our Customer Services by telephone or through the “self-service” options available for registered and non-registered clients (purchase done as Guest), or by going to an official Sales Point. 

The customer must also comply with the following conditions: 
(i)(i) items must be accompanied by the sales receipt; 
(ii)(ii) items must be accompanied by the original labels and tags; 
(iii)(iii) items must not be damaged, used, worn, manipulated, repaired and/or washed. 

The Vendor reserves the right to refuse returns of any items which are damaged, incomplete, deteriorated and/or dirty or in any condition that indicates unequivocally that they have been used; or returns after the definitive time period indicated above. The Vendor also reserves the right to claim compensation for any malicious or accidental damage caused by the customer in the process of returning the items. The Vendor is not responsible for any loss or theft of returned items not attributable to the vendor; nor for returns to incorrect addresses or delays in the delivery of returned items not attributable to the vendor. The customer is responsible for providing proof of returns.

Option 1 Registered on the website?

This self-service option is available if you prefer to manage your return on your own and have a registered account with which you placed your order.

The steps to follow:


1) Login to your user profile and go the “order history” section.


2) Select the order containing the items to be returned and click on “return items”. You can select the quantity of each individual item you wish to return.
3) Confirm your return request, which will be accepted automatically, and an RMA code will be generated.
4) You’ll receive an email with a pdf containing instructions for returning the items, an RMA barcode and a list of the returned items. Follow the instructions carefully and post your parcel containing the garment to be returned.
5) Once we’ve received your parcel and checked the items, we’ll process your refund.


Option 2 Not registered on the website?

This self-service option is available if you placed and order as a Guest, without registering, and prefer to the manage your on your own.

The steps to follow:


1) Go to the returns page and select the link for NON-REGISTERED users.


2) Complete the form with the order code for the items you wish to return and the email address you used to place the order.


3) If the order is present and has not yet been returned, you’ll see a list of the items that can be returned alongside their order codes. 


4) Select the quantity of each item you wish to return and confirm your RETURN request, which will be accepted automatically, and an RMA code will be generated.


5) You’ll receive an email with a pdf containing instructions for returning the items, an RMA barcode and a list of the returned items. Follow the instructions carefully and post your parcel containing the garment to be returned.


6) Once we’ve received your parcel and checked the items, we’ll process your refund.

NB: In the self-service system, postage costs are NOT considered and will NOT be reimbursed. Only the sales price will be reimbursed, less any associated discount.


Option 3 Process your return by telephone through our Customer Care service

Call our Customer Care service (information available on our Customer Care page), indicating your name and the order number to be returned.

The steps to follow:


1) The operator will ask for the quantity of items to be returned and the reason for the return.


2) The operator will confirm your order request and give you an RMA code and the address to send the items. You’ll receive an email with a pdf containing instructions for returning the items, an RMA barcode and a list of the returned items. Follow the instructions carefully and post your parcel containing the garment to be returned.


3) Once we’ve received your parcel and checked the items, we’ll process your refund.


Option 4 Process your return at one of our Sales Points (London or Milan)

Return options at Sales Points: this option is only available for Italy and the UK if you prefer to return the item directly at our London and/or Milan-based Sales Points or you have placed and order requiring in-store payment and collection. Below are the addresses of stores authorized to collect return items:

 

LA MARTINA - MILANO
Via Pietro Verri, 4
tel +39 0276281351

 

LA MARTINA - LONDON
23 Jermyn Street, London, SW1Y 6ST
United Kingdom
Tel +44(0)2072873767

The steps to follow:


1)
Check the address of the store on our website.


2) Take the items to be returned to the store along with the order details.


3) The garment will be checked in the store. A La Martina sales assistant will call Customer Care on your behalf, and the cost of the items will be refunded immediately.


4) If the order was placed online and collected and paid for in store, it can only be refunded in the same store where the items were collected.