faqs

1.  SIGN UP AND ACCOUNT MANAGEMENT
2.  ORDERS AND SHIPMENTS
3.  RETURNS
4.  MARTINISPA SERIOUSNESS
5.  TECHNICAL PROBLEMS

1.  SIGN UP AND ACCOUNT MANAGEMENT

Is the newsletter subscription free?
The subscription to MartiniSPA newsletter is absolutely free and allows you to always get first advice and purchase of new products. Registration does not imply any obligation to purchase and gives you the opportunity to be always up to date on our promotions, on the launch of new brands and products.

Can the subscription to the newsletter be revoked?
Your registration may be revoked at any time and without notice, through the appropriate link in the newsletter or by writing to the email address privacy@martinispa.com.
                                                       
How can I change my Newsletter settings?
You can change the settings to receive the Newsletter by clicking on the bottom of the same, on the button <Unsubscribe>. Remember that after the unsubscription you will not be updated on our exclusive promotions!

What do I do if I forget my password?
Forgetting the password does not imply any problem: just click on <User Area> and choose the option <Recover password>. You will receive an email containing a link where you can assign a new password to your account.

Can I change my password?
Certainly! By logging into your User Area, in the Profile section, you will have the option to replace it by clicking on <Change Password>. For security reasons, you will also be asked to enter the old password that is still in use.

How are my data processed?
MartiniSPA confers great importance to the security of your data and to the need to treat them according to the strictest legislative requirements on the protection of the same (Legislative Decree No. 196/03). More detailed information can be found in the Privacy Policy area.
In order to exercise the rights provided for in art. 7 of the Privacy Code, the customer can contact the following addresses:
 
Martini S.p.A.
Via Strada Nuova, 22
43058 - Coenzo di Sorbolo (PR) – Italy (IT)
VAT ID: IT01927580348
Phone: 0521.669.111 - Fax: 0521.669.149/169
 
Customer Service
Phone: 800 001051
Email: customercare@martinispa.com

2.  ORDERS AND SHIPMENTS

How do I place an order on MartiniSPA?
The order process is easy. If you have selected a product, after adding it to the shopping cart, click the <Cart> button. You will open a page where you can enter the data for shipping and eventual billing. You will be able to make orders after logging in and registering, thus facilitating subsequent purchases. If you don't want to save your data, you can proceed to purchase without registering. If your delivery address is different from that of billing you can obviously also indicate that. If you are in ownership of a PROMO code MartiniSPA, you can use it during this phase.
After you specify the data, you get to the actual payment process. Clicking on the "Continue in order" button, will allow you to see a summary of your choices. After you confirm and accept the terms and conditions, you will be redirected to the MartiniSPA Business account on the PayPal platform, where you can choose the preferred payment mode. You will receive an email confirming your purchase.

Does the online purchase involve a minimum of spending?
Absolutely not! No minimum spending threshold is foreseen.
 
Is it possible to pay on delivery?
No, payment must be made during the purchase process.
 
Is it possible to make an order by phone?
For the time being no, but the Customer Service is at your disposal to help you if you have any doubts, also about how to proceed with the online purchase.

Precautions when placing an order.
For special promotions, to avoid possible disappointments, it is important to be aware that the items you have added to your shopping cart are not automatically reserved. You have to complete the checkout process quickly, otherwise it is possible that the item will run out before completing the transaction.

Where can I check the status of my order?
To verify the status of your order, we will notify you of the delivery 24/48 hours in advance through a communication to the email indicated in the purchase phase, where you will see the tracking of your order.
REMEMBER! The products in PROMO have limited availability: order them right before they run out.

What payment methods are available?
MartiniSPA has its own Business account on the PayPal platform, where you can choose the preferred mode of payment. Security is a priority for MartiniSPA. We offer you the opportunity to pay comfortably with:
• Credit card: Visa, Maestro, MasterCard, American Express and related circuits;
• Prepaid card: Visa, Maestro, MasterCard, American Express and related circuits;
• PayPal account: if the buyer has a PayPal account, he or she may decide to pay according to this mode.
In case of payment by credit card, we recommend you to have at your fingertips the SecureCode to speed up your purchase.

Is it possible to choose the payment method during the order process?
Payments made by credit and debit cards must be validated by both PayPal and card issuer in order to protect security and prevent fraud.
You can also pay on the PayPal platform through your PayPal account. Please keep in mind that we can only send the goods after verifying the receipt of the payment.
 
Are my bank details stored?
Absolutely not! Your payment information is not stored in any way.
 
Are my data protected by the privacy law?
Certainly. Your online account information is processed in full compliance with the provisions of the law. At any time you can access your private area and edit them autonomously, and you can easily request the deletion of your account by writing to customer service (customercare@martinispa.com).
 
Buying on the site you can use PROMO codes?
Certainly yes! If you are in ownership of a PROMO code explicitly listed as valid online, you can put it in the cart when you check the products you are about to buy. You can only use one discount code for purchase.
 
How do I use PROMO codes?
The codes give you the right to a discount on your order. They may be subject to date and/or category and/or minimum order restrictions: these conditions are always explicit in the communication of the code. To use it, enter the code upon checkout in the appropriate field. The discount will be calculated in real time.

How long does it take to evade my order?
The order processing times are estimated according to the production time and depend on the availability of the ordered product and the type of the item chosen. The products are delivered in 2-3 working days (excluding any delivery to ZIP codes of difficult reach and/or islands, where yields could be extended by about 1 day). In some cases the chosen product will be put into production specifically for your order, so the delivery time will be the result of an ad hoc production. However, MartiniSPA is committed to respecting the estimated delivery times communicated on the website, but if unexpected events occur in the production or evasion stages, you will always be warned in time by our team. In case of doubts do not hesitate to write to us at email address customercare@martinispa.com.

How much does the shipment cost?
Shipments in Italy are free for all orders! Once you have entered your shipping address, you will be able to view the amount before completing your payment.
Any delivery charges and shipments to the ZIP codes of difficult reach, involve an extra cost, which will be displayed directly on your order confirmation before proceeding to the final payment phase.
 
Is it possible to deliver abroad?
Currently no, delivery is only possible in Italy.

Who deals with the shipment of my parcel?
MartiniSPA guarantees an easy and pleasant shopping, also for what concerns the expedition! Your order will be processed by our logistics service in a safe and convenient way and will be delivered (at the address indicated during the purchase phase) through the best express couriers available on the market.
 
I bought online, where is my order?
After the order confirmation email, you will be sent (24/48 hours before delivery) an additional email for the shipping confirmation where you will find a direct link to access the tracking information for your order.
 
What happens if I am not present when the courier arrives to deliver?
No problem! The courier that will pass will leave a first notice of the passing and will retry the delivery the next day. Try to be present at this second delivery attempt, because in the event of a new absence, the products will be returned to MartiniSPA and the expenses to be sustained for the transport of return and administrative management of the practice at your expense. For any problem, please contact our Customer Service through the email customercare@martinispa.com.
 
Is it possible to modify an existing order or possibly cancel my order?
Unfortunately, confirmed orders cannot be modified. For any need write to customercare@martinispa.com. However, if the order is not yet in the delivery phase, please contact us and we will try to do what we can to cancel the order refunding the full amount. However, if the product is being prepared or delivered, the order can no longer be cancelled.

What to do when delivering goods?
It is absolutely advisable to check some things during the delivery of your order: upon receipt of the products, it is advisable (i) to verify that the number of packages corresponds to what is indicated in the delivery note, (ii) verify the integrity of the packaging and the presence of signs of infringements and also (iii) any signs of anomaly with respect to the integrity of the content.
If anomalies are detected, the customer must refuse the delivery of the products or put in writing their own, detailed and dated reserves. Such reserves shall be confirmed to MartiniSPA by registered mail with return receipt in the three (3) working days following the delivery of the products. Otherwise, the recipient must, in any situation where the order has not been delivered under optimal conditions, contact Customer Service (customercare@martinispa.com) in the time and manner described in the General Conditions of Sale.

How can I request an invoice?
At the end of the purchase you will receive the order confirmation (which is to be used for guarantee of purchase and assistance), but in case of invoice request it is necessary to give an indication before the conclusion of the order by compiling the relevant field in data entry phase. The invoice will be sent by email later. You will not be able to request the invoice once the order has been completed.

How can I contact for product support?
If you need any assistance or you have a complaint about the products you have purchased, you can contact MartiniSPA by writing to the email address customercare@martinispa.com or by calling 800 001051, which is active from Monday to Friday, from 09.00 to 13.00 and from 14.00 to 18.00. If you want a phone contact, please specify it in the email by entering your contacts.
 
I had an idea! How can I contact you?
Do you have an idea that you want to submit and that you think might represent an important opportunity? Write us in the appropriate section on the website www.martinispa.com > customer service > send us your idea. We will not fail to evaluate it with great attention and reply as soon as possible!

3.  RETURNS

In which cases can I request the refund and reimbursement of my order?
No problem! If for any reason you are not satisfied with your order you can ask for a refund and return it quickly and easily by filling in the appropriate RETURNS FORM and WITHDRAWAL FORM TYPE. The right of withdrawal is governed by the regulations in force and the MartiniSPA General Conditions of Sale present in the appropriate section.

What can I return and in what time?
If for any reason you are not satisfied with your order, you can ask for a refund and return it quickly and easily. The right of withdrawal is governed by the regulations in force and the MartiniSPA General Conditions of Sale present in the appropriate section. You can return the purchased item(s) communicating the intention within fourteen (14) working days from the date of delivery of the order. In this case it is important that the products have not been discarded, damaged or used. However, bear in mind that, according to the provisions of the Consumer Code, the right of withdrawal governed by the General Conditions of Sale does not apply to custom-made or clearly customized goods or that, by their nature, cannot be returned or they are likely to deteriorate or change rapidly.

How is the return?
The items to be returned must be in original condition, properly packaged and packed. The submission must be made using the same cardboard/envelope protector box in which it was received to protect the product. In case you do not have the protective box used for delivery, you will need to return the product in a protective box/envelope with the aim of making it arrive in the MartiniSPA warehouse with the utmost care possible.
In case you want to proceed with a return you will need to fill in the appropriate RETURNS FORM and WITHDRAWAL FORM TYPE, duly subscribed (paying attention to report the order number) and shipped via registered mail or through the use of the electronic address of the Customer Service (customercare@martinispa.com), taking care to attach the forms; alternatively, you can communicate the withdrawal to MartiniSPA through an explicit declaration (e.g. a registered mail, fax or email to the address customercare@martinispa.com). By agreeing with Customer Service, you can decide whether to return the products to MartiniSPA using a courier of your preference or simply Poste Italiane. The return costs will be entirely at your expense (art. 57 of the Consumer Code), except where the withdrawal is in the case of the delivery of defective, non-compliant, damaged or missing products, where in which case, MartiniSPA will reimburse you for any shipping costs incurred. However, you will be responsible for the dispatch of the products concerned with a service that allows traceability and confirmation of delivery to destination. In the event that, it was MartiniSPA to arrange the collection through its organized carriers, the shipping costs related to the return transport and the administrative management, at your expense, are calculated in advance at an amount of € 6.90 (throughout Italy, except the difficult-to-reach ZIP codes that involve supplements in the indicated transport rates).

Can I make product replacements?
In the case of different or defective article we can replace your item with the same item you ordered (subject to availability), and you will have to return the damaged or defective item within fourteen (14) days from the date of delivery. If you intend to replace the item (subject to availability in the catalogue according to the General Conditions of Sale) or order a different one, you will have to return what you received and execute a new order. Product returns will generate a refund of 100% of the cost you have claimed for the item.
In the case of defective product or different, MartiniSPA will also refund the relative shipping costs, which otherwise will be at your expense. In the latter case, by agreeing with Customer Service, you can decide whether to return the products to MartiniSPA using a courier of your preference or simply Poste Italiane. In the event that, it was MartiniSPA to arrange the collection through its organized carriers, the shipping costs related to the return transport and the administrative management, at your expense, are calculated in advance at an amount of € 6.90 (throughout Italy, except the difficult-to-reach ZIP codes that involve supplements in the indicated transport rates).
 
When and how can I get a refund?
Product returns will generate a refund of 100% of the cost you have claimed for the item. In the case of defective product or different, MartiniSPA will also refund the relative shipping costs, which otherwise will be at your expense as reported in the General Conditions of Sale. The refund can be made through credit card or PayPal account re-accredit: to indicate the selected method write the specifications to customercare@martinispa.com. Partial restitutions will correspond to partial refunds. MartiniSPA will reimburse the refund according to the system you indicated, within thirty (30) working days from the return of the products to the warehouse. The refund on your credit card or PayPal account will be viewable in a few days depending on the payment method.

4.  MARTINISPA SERIOUSNESS

Who guarantees me the seriousness of MartiniSPA?
MartiniSPA is a company (S.p.A.) of the sector with almost 50 years of history.
We guarantee the utmost reliability in the quality of our products and in the support for the purchase, the management of orders and any returns.
MartiniSPA is committed to respecting the estimated delivery times communicated on the website: if unforeseen unrelated to us should happen, you will always be notified promptly by our Customer Service team. We dedicate a great attention to the needs of the customer pre and post purchase.
From us you will always have an answer! Find out more about MartiniSPA by clicking here.

5.  TECHNICAL PROBLEMS

I have a technical problem. Who can I contact?
We want our customers to have an excellent shopping experience, but we know that sometimes some drawbacks can happen. Simply send an email to the address techsupport@martinispa.com. We will reply within 48 working hours.

I have technical problems on the website. How can I fix it?
For any problem, we suggest you make sure that your operating system (for example: Windows or Mac OS X) has the latest updates and patches available.
 
If the problem persists, write to the address  techsupport@martinispa.com specifying if possible:
• Operating system used (for example: Windows 8/10, Mac OS X and version);
• Internet Browser Used (for example: Microsoft Edge, Chrome, Safari, Firefox, Opera...);
• Description and possibly screen (or capture image) of the error encountered.
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