EXTENDED: Want to get ahead with your Christmas shopping? Enjoy a FREE Happiness Daily Desk Pad when you spend over £30 with the code XMASGIFT. Ends 10th Nov.

Frequently Asked Questions

Welcome to the answers to some of your most frequently asked questions. If you can’t find what you’re looking for or need any further help, you can get in touch with us by emailing us at hello@marthabrook.com or Whatsapping or calling us on 020 3176 0900 and we’ll be happy to help.

Your Order

Can I make changes to my order once it is placed?

We can only change your order if we have not yet personalised or dispatched it. If you spot something you wish to change please Whatsapp or ring us on 020 3176 0900 or email at hello@marthabrook.com as soon as possible and we will do our best to organise this for you.

Can I cancel my order?

Similarly to order changes, we can only cancel your order if we have not yet personalised or dispatched it. For the best possible chance of cancelling your order, please Whatsapp or ring us on 020 3176 0900 or email at hello@marthabrook.com as soon as possible and we will try our best to organise this for you.

Where is my order?

If you want to track your package after it has been dispatched, please email us at hello@marthabrook.com and we will be able to provide you with your tracking number. Our dispatch emails currently don’t include tracking information, however this is something we are working on.

My order has arrived but there is an issue. What can I do?

We strive to delight with every single order however we understand and appreciate issues can arise from time to time. If you’ve received your order and something isn’t quite right, please do reach out to us straight away as we’re always more than happy to resolve any issues.

Products

My personalisation won’t fit in the box provided. What can I do?

If your personalisation exceeds the character limit for that product and you would like a name or initials longer than what we offer, please do reach out to us and we’ll be happy to help. For most products we cannot exceed the limit on the product listing due to the machines we use, however, in some cases we can add more letters so it’s always worth asking!  

I would like to change the design of a product, is that possible?

It depends on which product you are after. Sometimes we can make small design tweaks, but we cannot guarantee this on all products so if you have a query or would like an element changed, please do reach out and our team will be happy to help. 

I’m looking for branded stationery for corporate gifts, can you help?

Absolutely! We offer a corporate service where we can help bring your branded stationery vision to life. From custom stationery for your event to corporate gifts and hampers, we have no minimum order requirements, offer individual personalisation and global shipping to multiple addresses. You can discover more here or you can enquire by emailing corporate@marthabrook.com.

The product I would like to order is out of stock, when will it come back in?

If an item you are after is out of stock, please do reach out and we can let you know if we’re planning on restocking, and will aim to give you a rough date. If you see ‘preorder’ on a product, this means it’s coming very soon and can be pre-purchased. 

Sample sale

What is the Martha Brook sample sale and how does it work?

The Martha Brook sample sale is our incredibly popular sale where you can get your hands on some of our stationery at a fraction of the price! The items included in the Martha Brook sample sale are either from photoshoots so have never been used or have been made in error, for example, the wrong colour was selected during the personalisation process. 

There is a sample sale category on our website that you can shop when they are live, but you’ll need to be quick as there is only one of most items. Please note by adding something to your basket does not reserve or place this item on hold, we operate on a first come first served basis so the only way to secure your item is by placing your order. 

When do you have sample sales?

We usually have a couple of sample sales a year, but we do not have a set date that we run them each year. If you want to stay in the know and be the first to hear about our sample sales, make sure you’re signed up to our newsletter here and following our Instagram here. 

Where can I shop the sample sale?

The sample sale is hosted on our website so you can shop the sample sale easier and browse all of the products in each sale. When we run sample sales, you’ll be able to find them in our menu at the top of the page and also featured on our homepage. You won’t be able to miss it! 

Can I personalise any products in the sample sale?

Most of the items included in the sample sale are already personalised, so you won’t be able to personalise them further. You’ll be able to see the personalisation on each product in the title. Every now and then we include the odd item which can be personalised, and on the product listing you’ll be able to enter the details you would like. 

How much is postage on your sample sale items?

Postage on our sample sale is free for the UK and then a small charge for international orders. Shipping is calculated at the basket stage depending on which country you are shipping to. 

Newsletter

I’ve signed up to the newsletter but haven’t received the welcome email yet. What can I do?

Yay, we’re thrilled to have you! If you’ve signed up but are still awaiting the welcome newsletter, please check your junk or spam inbox as sometimes this email can end up in there. If you still haven’t received this after an hour, please reach out to us at hello@marthabrook.com and we can investigate this further for you.

I would like to subscribe to the newsletter, where can I do that?

If you would like to subscribe to the Martha Brook newsletter, you can do so by clicking this link here!

How do I unsubscribe if I no longer wish to be a part of the Martha Brook community?

At the bottom of each email is the opportunity to unsubscribe from the newsletter if you no longer wish to receive emails from us. Alternatively, you can email us with an unsubscribe request to hello@marthabrook.com.

Returns and refunds

Do you accept returns and offer refunds?

As most of our items are personalised, this makes them non-returnable and non-refundable, unless the item is faulty or damaged. If your item is faulty, please email us at hello@marthabrook.com with images including the product, shipping label and packaging (if the item may have been damaged in transit) and your order number and we’ll be happy to assist you further.

We do sell some non-personalised items which can be returned to us for a full refund if unused and returned in its original condition within 30 days.

Delivery

How long will it take to receive my order?

For the UK, we estimate your order will generally take between 1-3 working days if you’ve selected standard delivery, unless indicated otherwise on the product page. This includes the amount of time it takes us to lovingly make and dispatch your order plus the time it takes to reach you.

For express orders, this will arrive with the next working day if your order was placed before 2pm. If you order was placed after 2pm, it will arrive not the next day but the day after.

For European orders, we estimate your order will take roughly 5-8 working days, unless stated otherwise on the product page.

For the orders being shipped to the rest of the world, we estimate your order will take roughly 10-14 working days, unless stated otherwise on the product page.

We can organise express International delivery and provide a quote depending on where you need your order shipped to. Please email us at hello@marthabrook.com and we will be able to help further.

Please note: Those in Europe may now pay additional local charges to receive goods following the UK’s exit from the European Union on 1st January 2021. Please check with your local customs authorities. Payment of any fees would need to be paid by the recipient to receive their goods and we’re afraid we cannot be held responsible for any local charges once the package has been shipped from our West London studio.

Are you open on weekends and bank holidays?

Our studio is closed on weekends and over bank holidays to give our team a well-deserved rest. Please note that we do still accept orders over the weekends and bank holidays but there may be a slight delay to your order. For example, if you ordered express delivery on a Saturday, this will be sent via our express service on the next working day.

Do you ship globally?

We certainly do! We will do our best to get your Martha Brook order wherever it needs to get to. Shipping costs are calculated at checkout once you have entered your delivery details. For certain countries delivery can only be made by courier, which will be specified at check-out. You can always contact us to see if we can get a better quote for you.

We have a lovely little studio in Melbourne, Australia and our own Australian website which you can shop here. Whilst we don’t stock our full range that we offer in the UK, it is much quicker for shipping if you’re looking to get anything shipped to Australia!

My order has been dispatched but hasn’t arrived within the estimated time frame. What do I do?

If you order has left our studio but hasn’t arrived with you within the time frames specified above, please do reach out to us at hello@marthabrook.com so we can investigate further

Still have a question?

If you can’t find what you’re looking for, or these frequently asked questions and answers haven’t solved your query, please do reach out to us at hello@marthabrook.com or by Whatsapping or calling us on 020 3176 0900 where a member of our team will be happy to help.

0
0
My Basket
Your basket is emptyReturn to shop
Calculate Shipping
Apply Coupon
Open chat
1
Scan the code
Hello 👋
Can we help you?