Frequently Asked Questions
Orders and shipping
How long does my order take?
If the item is in stock, it is shipped within 1 to 3 days after purchase.
If it is not in stock, we allow approximately 2 weeks for production before shipping. We only produce what is needed to reduce waste.
How much is shipping?
The final amount is calculated at checkout, depending on the destination:
- Mainland Portugal: €5 for home delivery or €4.50 to a Pick Up point. Free from €150.
- Madeira and Azores: €11
- Spain: €7.50. Free from €150.
- Spanish islands: €13.50
- Europe: €15.50 (for example, France, Germany, Italy, or the Netherlands) or €16.50 (for example, the United Kingdom, Switzerland, or Nordic countries)
- United States: from €25 to €97, depending on the order value, including customs fees
How is the order shipped?
We ship via CTT, with a tracking code. As soon as the order leaves the atelier, you will receive an automatic email with the tracking number. Please wait a few hours before checking it, as it may not appear in the system immediately.
What are the delivery times?
- Portugal: approximately 1 business day
- Europe: 3 to 5 business days
- United States: 5 to 10 business days
These are estimated times and do not include customs clearance time. During festive seasons, deliveries may take a little longer.
Do you ship outside Portugal?
Yes, we ship to all of Europe and the United States. For the United States, customs fees are already included in the shipping costs. For other destinations outside the European Union, such as the United Kingdom or Switzerland, customs fees and import taxes may be the responsibility of the buyer.
If you would like to ship to another country, write to us and we will see what is possible.
My order hasn't arrived yet. What should I do?
If the indicated time has passed, write to us at martacoelhobrand@gmail.com with the order number and we will see what is going on.
Exchanges and returns
Can I return an item?
Yes. You have 14 days from the day you receive the order to change your mind without stating a reason. Write to us at martacoelhobrand@gmail.com with the order number and the items you want to return, and we will reply with the return address. You then have another 14 days to send the items.
You can try on the items as you would in a store. We ask that you return them unused, unwashed, and with the tags. See all the details in the Exchanges, Returns, and Refunds Policy.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer. We recommend sending by registered mail, as we are not responsible for losses during transport.
If the error is ours (wrong or defective item), we will pay the shipping costs.
How do I make an exchange?
The fastest way to guarantee the item you want is to return the one you have and make a new purchase separately.
When will I receive my refund?
We refund all payments, including the initial shipping costs (standard delivery), within 14 days from the day you inform us of your cancellation. The refund is issued through the same payment method. We may wait to receive the items, or proof of their shipment, before issuing the refund.
Your bank may need additional time to process the amount.
I received a defective or incorrect item.
Check the order when you receive it and contact us immediately. We will review the situation and resolve it as quickly as possible.
Are there items that cannot be exchanged or returned?
Yes, personalized items or those made to your specifications (for example, with measurements of your choice) are not subject to the right of withdrawal. Items made to order in the standard sizes of the collection can be returned.
Sizes and care
How do I choose my size?
On each product page, you will find the Size Guide, with the item's measurements. Some shirts are oversized and one size fits all.
If you are between two sizes, write to us or send a message on Instagram and we will help you choose.
How should I care for my items?
The care instructions are in the description of each product. Following these instructions helps the item last much longer. We cannot be held responsible for damage caused by incorrect washing.
The item I want is sold out.
On the product page, select the size and use the Notify me when it's back button. We will send you an email as soon as it is available again.
The brand
Where are the items made?
All items are handmade in Portugal, using modeling and cutting techniques designed to reduce fabric waste.
What materials do you use?
Linen, cotton, organic cotton, bamboo, lyocell, Portuguese cork, bouclé, and deadstock fabrics, always prioritizing materials of Portuguese origin. Learn more on the Sustainability page.
Can I see the items in person?
Yes! We are at LX Factory in Lisbon every Sunday, and in concept stores in Lisbon, Cascais, Porto, Coimbra, and Pombal. See the addresses on Where to find us.