FAQs

We offer expedited shipping, for rates please contact customerservice@mademoisellemartin.com.

Duties

If you are outside of the EU, please be aware that there might be duties associated with your order, in which case you will be liable for all import duties. Please be aware that Mademoiselle Martin does not have any control over these duties and taxes levied by the country your order is being shipped to.  We cannot advise you what the cost will be as these charges can vary according to country.  Since these fees are not computed nor applied to orders by Mademoiselle Martin, please contact your local customs office to find out more information.

Taxes

VAT taxes are included in the product price.

Returns

We offer a 14-days return period on all purchases made online. The customer is liable for the cost of return shipping. We ask you to return all items in perfect condition, unused and in their original packaging and with the safety label attached. Unfortunately, we cannot accept returned items that do not meet these conditions.

All returns will be sent back to our headquarters in Spain. 

• We can only accept returns from the country to which an order was originally shipped

• We cannot be held liable for the loss of garments being returned. We recommend using a registered post service to return goods, and keeping a record of the tracking details.

• We are pleased to offer a returns collection service to all customers for any purchases that comply with our returns policy.

To initiate a return, click here.

How can I contact you?

We have a Live Chat on the website 9AM-6PM UTC+2, send us a message through our contact us page or email customerservice@mademoisellemartin.com.

What size should I order?

Each top has a size chart on the product page. For further information, head to our 24/7 Live Chat or email customerservice@mademoisellemartin.com so we can help you personally find your best fit! 

How can I change or cancel my order?

If you need to make any changes to your order, please contact us at customerservice@mademoisellemartin.com within 12 hours of your order placement, we will not be able to make any changes beyond that period.

When will my order arrive?

Processing time is 1-2 business days. Transit times vary from country to country. Free shipping is regular, non-expedited shipping. If you would like your order by a certain date, please email us at customerservice@mademoisellemartin.com and we will look for shipping alternatives for you. 

There may be the occasional delay due to Customs Clearance processes which are out of our control.

How can I track my order?

When your order is shipped, we send you an email containing a tracking number. If you did not receive this email, please email customerservice@mademoisellemartin.com.

What is a pre-order item? Can I cancel my pre-order?

A Pre-order item is one that you order before we have it in our inventory. You may cancel up until the time your order has been processed. To cancel, you may e-mail us at customerservice@mademoisellemartin.com.

How do I take care of my Mademoiselle Martin items?

Tops Fabric Care: All tops are machine washable in cold water.  We recommend hang drying to avoid shrinkage or tumble dry on low. Please do not iron the snaps as they might melt. For specific care instructions go to the Tops product pages. 

FrouFrou Care: Although FrouFrous are very high quality, they are handmade and should be handled with care. Mostly they are spot clean or professional clean only. For specific care instructions go to the FrouFrou product pages. 

If you have a specific question about how to care for your Mademoiselle Martin piece please email us at customerservice@mademoisellemartin.com.

Do I need to return the full Mademoiselle Martin box set?

If you are exchanging: you only need to return the piece/s you wish to exchange.

If refunding: the full set must be returned. We cannot issue refunds for a partial box since these sets have a discount per the full set. 

What if the item is received damaged or faulty?

We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please email us within 5 days of receiving your order at customerservice@mademoisellemartin.com so we can urgently review the matter for you.