FAQ's

When will my desired size/variant be available again?
We strive to have all sizes and variants in stock, and typically restock every 10-14 days. If you require an intermediate size, please send us a message via our online chat at the bottom of the page, with your size and desired ring. Customizations are possible (sizes 3 to 13.5), but please allow a minimum of 3-6 weeks for production. Due to high demand, custom orders currently have an average production time of 6-8 weeks.

What materials do you use?
The materials used for our jewelry pieces vary depending on the product. You can find detailed information about the exact materials, including rhodium plating and/or plating options, in the product description of each item. The majority of our collection is crafted from high-quality 925 sterling silver, known for its durability and timeless elegance. We also offer a selection of pieces made from stainless steel for added strength and versatility. In addition, our exclusive Martha Luxe collection showcases a stunning range of jewelry crafted from solid gold, including 585 gold and platinum options. For specific details about the materials used in a particular piece, we invite you to visit the product page directly.

What is the difference between Order and Pre Order?
If you see the "Order" button for your desired product, it means it is in stock and ready for immediate shipping. However, if you see a "Pre Order" button, it means the item is currently on its way to us or requires additional processing time. You can still place an order normally, but please note that shipping may take approximately 2-10 business days longer (please refer to the product description for specific information). In some cases, the item may be a Made to Order product, which means it will be crafted specifically for you after the order is placed.

I received a piece of jewelry as a gift that unfortunately doesn't fit. What can I do?
If the security tag is still intact, you can simply exchange it for a size-appropriate piece within 30 days of receiving it. Please send us a brief message via our online chat stating which item it is and whether you need a different size or would like to switch to another product. Please provide the reference number on the security tag so that we can identify your piece.

I haven't received my package but its "delivered" according to my online tracking. What can I do?
If your tracking shows that your package has been delivered, but you haven't received it, please reach out to us immediately. You can contact us through our online chat. Please provide us with your order number and indicate in the subject line: DELIVERY ISSUE. We understand the importance of resolving this matter promptly. It's possible that the package is with a neighbor or at a nearby pickup location, but we will initiate a thorough investigation to ensure you receive your package as soon as possible.

Unfortunately, my tracking is not updating, what can I do?
Please note that it may take up to 72 hours for tracking updates to show. If your tracking has not shown any movement for more than 5 days or if the shipping has been more than 12 days ago, please contact us via email. Please include "INVESTIGATION" in the subject line so that our team can initiate the necessary steps. You can find the form for reporting non-delivery on our website. In certain cases, we can also arrange for a replacement shipment.

I want to return my order, how can I do that?
We're sorry to hear that, but of course, you can withdraw from the contract within 14 days of receiving the goods. Please write us a short message via our online chat. Please indicate "REVOCATION" in the subject line so that we can provide you with the return address. Please note that you are responsible for the return shipping and only unworn items with the intact security tag can be returned.

Will an invoice be included with the order?
To streamline our processes and reduce paper waste, we provide invoices via email. This ensures you have easy access to your invoice without the hassle of searching through physical paperwork.

 

How long does shipping take?
If your desired product is in stock, you can expect your order to arrive within 1-3 business days in Austria and approximately 4-5 business days in Germany and withing 7-10 business days for world wide shipping. Our team is committed to processing and shipping your order as quickly as possible. However, please note that during the current season and staff absences, it may take up to 14 days for your order to be dispatched. If you require expedited shipping, you can choose our guaranteed express service during checkout or leave a special request in the notes. For Made to Order products, the delivery time is typically around 5 weeks. Please be aware that due to the present circumstances, there may be delays in shipping and delivery. We apologize for any inconvenience and appreciate your understanding.

Can I pick up my order?
Currently, due to logistical reasons, we are unable to offer order pickups. The process involves significant effort, and with staff absences and other factors, we are unable to provide a satisfactory service at the moment. However, we hope to resume the Local Pick Up option soon and appreciate your understanding

We are delighted to announce that we now offer worldwide shipping, including the United Kingdom! In addition to Austria, Germany, and the rest of the Schengen area, we are excited to bring our products to customers around the globe. For shipping inquiries to other countries, please reach out to us via our online chat. We look forward to serving you wherever you are.

Which shipping service providers do you use? Depending on the location (selected state, postal code, and address), we ship with the best service provider available, which can include the postal service, DPD, or UPS.

How can I pay for my order?
You can pay for your order using MasterCard, Visa, EPS, PayPal, Klarna, Apple Pay, and Google Pay. We do not offer payment by invoice, but you can choose the Klarna Pay Later option during checkout. You can find additional payment methods at the bottom of the homepage. Please note that we reserve the right to cancel certain orders if payment methods are being used inappropriately.

I have unfortunately ordered the wrong size, can I exchange it?
An exchange for a different size, color, or product is possible. Please note that this requires considerable effort on our part, and we can only process these requests via our online chat.

I am a corporate customer and would like to purchase multiple pieces of jewelry for goodie bags, etc. Is that possible?
Certainly! Please send us an email at b2b(@)marthawien.at and we will get in touch with you to discuss your requirements.