Please check out our frequently asked questions below, which cover (almost) everything you need to know. If you have a question that is not answered here, feel free to ask.
I want to place an order but the shop doesn’t accept payments. How can I do to place an order?
As we are a small Studio, the shop will open only few days every two months and before important dates of the year. Subscribe to our newsletter or follow @martinaflor on Instagram to get to know when the shop opens.
While the shop is closed, all payment methods are disabled. That is why you can’t place your order. Thanks for your understanding!
My package has been shipped with tracking number. How can I track my order?
If your package has been shipped, you will receive our "Order Shipped" notification email. There, you will find your tracking number and the Deutsche Post website to track your package. You need to provide your tracking number (Ex: RR 1234 5678 9) and the date in which the package was shipped, being this the same date from the "Order Shipped" notification email.
I live in a Latin American country and placed my order one month ago. Is it normal that I haven’t receive my products yet?
Since 15th March 2018, all the orders placed from Latin American countries will be shipped via Deutsche Post with tracking number.
In this way, you will be able to track the status of your order and if the Deutsche Post website doesn't provide any information, you will be able to call zour local post office and provide the traking number that was given to you in the "Order Shipped" notification. They should be able to provide the information about how long it will take for your package to arrive.
If you placed your order before 15th March 2018 and do not have a tracking number, please know that it takes between 4 and 7 weeks for packages to reach countries in Latin America.
I wrote the wrong address at checkout. Can we do something about that?
If you havn't received the "Order Shipped" notification yet, send us an email to email@example.com and we will modify the shipping address on your order.
If you already received the "Order Shipped" notification, as per our Shipping & Return section, we will not cover the cost of re-shipping. This means that we will have to wait until the order is sent back to our office. Ones we receive it, we will send you an email to ask you if you want a partial refund or if you want your order to be re-shipped to you.
How fast will my order be shipped?
Every time the shop opens, it will stay open for 10 days. Shipments will be made the first Thursday after the shop has been closed again. This means that the time we need to prepare an order for shipping varies according to the day the order was made. If you have a special reason why your product should arrive very soon or with a tracking number, please send us an email to firstname.lastname@example.org. We’ll try to get it out as soon as possible.
What are your business hours?
We answer to emails from 10am-6pm, Monday-Friday excluding major holidays. If you contact us regarding your order outside of those hours, we'll get back to you as soon as we're back in the studio.
How will my order be shipped and how long does shipping take?
We ship domestic orders via DPD, DHL or Deutsche Post. We ship from Berlin, so it can sometimes take 3-10 business days for packages to reach countries in the EU and 8-35 days to the rest of the world.
Can I track my order?
We are working to provide more shipping options. Right now, we only ship with tracking number to all countries in Latin America.
Do you ship internationally?
Yes! Please note that we cannot promise your package will arrive by a certain date. Sometimes packages are held up in Customs for seemingly no reason, and transit times vary wildly. For example, we have had packages reach Argentina anywhere from 12 days to 35 days after sending. We are also not responsible for any additional customs tariffs or charges that your country imposes on your package, nor can we predict what they might be.
What is your return policy?
We are always happy to exchange or refund your item if you’re not happy with it, or it gets smushed in the mail. Please contact us for prior authorization of any returns before 14 days after your purchase. For more info read carefully our return policy section.
Where and how are your products manufactured?
All our products have been designed and produced with care for detail! Our postcards and stationery are offset printed in Berlin using environmentally friendly inks. Our art prints are indigo digital printed in Berlin. The Christmas card is letter pressed in USA. Our pins and brooch are fabricated in China at vetted factories who work with several EU-based brands. The letter lover series products are risoprinted and handmade in collaboration with We Make it in Berlin.
What are your payment methods?
Our current payment methods include Credit Cards (Visa, Master Card, or American Express) and Paypal. Select your preferred payment method in the step 3 of the checkout process.