Printed locally, depending on stock availability. Customs duties may apply.

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Orders placed through this website will be fulfilled by Gelato Global Network.

Extra Charges

If applicable, customers are responsible for customs duties, import taxes, and other fees imposed in accordance with the regulations of the destination country.

Customers using third-party forwarding services are also responsible for all related fees, including costs for receiving replacements due to defective prints or other issues.

Shipping Availability

 

America:

 Brazil, Canada, and The United States.

Europe:

Austria, Belgium, Bulgaria, Denmark, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, the United Kingdom, and Switzerland.

Oceania and Asia:

Australia, New Zealand, Japan.

Shipping Method

Standard Shipping 

Estimated Delivery Time 

 

Production takes 2–3 business days + delivery time by region.

• North America:  4 - 7 Business days 

• Asia: 10 - 20 Business days

• Oceania:  5 - 7 Business days 

• Europe:  4 - 7 Business days 

• South America:  9 - 15 Business days 

Delivery times are estimated and cannot be guaranteed. Delays may occur occasionally.

Tracking

The tracking number will be sent to the email you provided at checkout.

It may take up to 48 hours for the tracking to become active. Once active, you, as the recipient, are responsible for monitoring your package to help ensure it arrives safely.

Tracking updates may occasionally stop temporarily while your package is in transit.

  

Undelivered / Lost Packages

The carrier is responsible for the safe handling of packages until delivery to the customer.

Tracking information may temporarily stop updating while a package is in transit. Please allow time for tracking to update before assuming that a package is lost.

Lost packages will not be automatically replaced without confirmation from the carrier.

If your package hasn’t arrived by the estimated delivery date:

• Please wait 7 days before contacting me.

• Check your tracking link for the latest status.
  

A replacement will be provided once the carrier confirms the package is lost. 

Customers using third-party forwarding services are responsible for any fees to receive replacements.

Damaged During Transit

Sometimes, the package may be damaged during transit while the product remains intact. In some cases, both the package and product may be damaged.

Damage to the outer packaging alone is not considered a valid complaint if the product inside remains undamaged. 

• Damaged Package and Product

Visible damage to both the package and product may support a claim of damage during transit. 

Take clear photos showing the damaged package and product side by side in the same image, so both damages can be seen clearly.

A replacement will be sent once the damage is verified.

Customers using third-party forwarding services are responsible for any fees associated with receiving replacements.

Marked as "Delivered"

If the tracking shows "Delivered" but you cannot find it, check around your property, including your porch, garage, sheltered areas, and other entrances.

Check with household members and neighbors, and review any available security camera footage.

Contact the carrier responsible for delivering your package or your local postal office to inquire about the recorded delivery date and time, and request further assistance.

Unfortunately, refunds cannot be issued for packages marked as "Delivered" when the customer reports not having received them.

Stolen Packages - Non-Refundable

Once tracking is available, customers are responsible for monitoring their packages and taking precautions against theft in high-risk areas.

MARIANA MARTINE is not responsible for stolen packages, and no refund will be issued once they have been delivered to the customer’s address.

 

  

 

Exchanges and Returns

Returns of non-defective products are not accepted and are non-refundable, as my designs exist only as digital files before production and are turned into physical products only when an order is placed.

Exchanges are not offered because no stock is available.

Cancellation

• Orders are put on hold for 24 hours. Cancellations are accepted from the time the order is placed.

This allows customers to change their minds before production begins. Once the window has passed, cancellations are no longer accepted.

• Use the cancellation button in the customer's account (visible only when the order is unfulfilled).
  

During or after production

• Not accepted and are non-refundable.

The package will still be shipped. Don’t reject it, and forward it to the address in Japan provided once the return request is approved.

No refund will be issued if the printing company receives the package and disposes of it. 

Defective Prints and Issues

Sometimes, a print may not meet the expected standard. In this case, follow the steps below.

1- Please inspect the product and contact me within 7 days if you receive the following issue below:

• Defective print.(see samples below)
  

• Incorrect size, or quantity (not ordered by the customer)

• Damaged product (damage will be verified before a replacement can be issued.)

2- Provide the details below:

• Small-quantity orders: The order number and a picture.

• Large-quantity orders: The order number, pictures, and a video following the required instructions.

A free replacement will be sent once verified. 

Customers using third-party forwarding services are responsible for any fees to receive the replacement.

Print Quality

On-Screen Color vs Printed Product

Any difference between the colors displayed on your screen and the final printed product is not considered a printing error or defect.

Defect Samples

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Extended Seam Ends

 

Stain

During the printing process, the garment may get dirty. Washing the product should remove the stain.

EU 14-day Cooling Off Period

EU consumers generally have the right to withdrawal from online purchases without giving a reason.

However, EU law provides exceptions to this right, including the one described in Article 16(c) of Directive 2011/83/EU. 

Exception under Article 16(c)

Article 16(c) of Directive 2011/83/EU provides an exception to the right of withdrawal for goods made to the consumer’s specifications or clearly personalized. Article 2(4) defines goods made to the consumer’s specifications as non-prefabricated goods made on the basis of an individual choice of or decision by the consumer.

Business Model

My designs exist only as digital files before production and are turned into physical products only when an order is placed.

The customer's choices determine which design, product type, and size becomes a physical product.

Return Rules

Return rules only apply to non-defective items. For defective products, a new product will be sent once confirmed.

• Return window: Items must be returned within 14 days from the delivery of the last item in the order.

• Condition: unworn, unwashed, undamaged, and unaltered, and in their original packaging to be eligible for a refund.

• Extension: Weekends or holidays.

Cancellation

Within 24 hours from the time the order is placed.

This allows customers to change their minds before production begins. Once the window has passed, cancellations are no longer accepted.

Return Location & Cost

• Returns must be shipped to Japan. The return address will be provided after your return request is approved.

• Customers are responsible for return shipping costs and must provide a tracking number.

• Non-refundable: Original shipping charges, return shipping costs, customs duties, and additional fees.

Refund Deduction

The refund is based only on the product price and is issued to the original payment method within 10 business days after the product inspection.

60% Deduction fee

This fee will be deducted from the refund to partially cover production and order-processing costs, as my designs exist only as digital files before production and are turned into physical products only when an order is placed.

All returned packages will be recorded from the moment they are opened. Items will be inspected to verify their condition, and the recordings will be retained as evidence in case of fraudulent returns.

Refunds

Refunds are automatically issued to the original payment method within 10 business days. 

Please allow time for your bank or credit card company to process the refund. Contact me if you have not received it within 15 business days.

Non-Defective Return Terms

In cases where a customer wants to return a non-defective product despite the Return & Refund Policy, or cancels an order during or after production, the following refund terms apply:

• Cancellation during or after production: In accordance with the cancellation terms.

The refund is based only on the product price and issued to the original payment method within 10 business days after the product inspection.

60% Deduction fee

This fee will be deducted from the refund to partially cover production and order-processing costs, as my designs exist only as digital files before production and are turned into physical products only when an order is placed.

Return Period

Within 14 days of delivery.

Condition

In its original packaging, unworn, unwashed, undamaged, and unaltered.

Returns must be sent to an address in Japan, and a tracking number must be provided. The customer is responsible for the return shipping costs.

• Non-refundable: Original shipping charges, return shipping costs, customs duties, and additional fees, including third-party forwarding service fees.

All returned packages will be recorded from the moment they are opened. Items will be inspected to verify their condition, and the recordings will be retained as evidence in case of fraudulent returns.

Non-refundable

• Returns of non-defective products.

• Cancellations during or after production.

• Incorrect size or quantity ordered by the customer.

• Incorrect address provided by the customer.

• Package rejected by the customer during delivery.

• Package abandoned in customs or at the post office.
  

• Stolen packages after delivery.

• Packages marked as ‘Delivered’ and reported as not received.