Delivery & Missing Parcel Policy

We know delivery issues can be stressful — we’re here to help.
To resolve any delivery problems quickly and fairly, please read the guidelines below.

📬 If Your Tracking Shows “Delivered” But You Didn’t Receive It

Please contact us within 7 days of the delivery date shown by the courier.

This allows us to:

  • Check all tracking scans

  • Ask you to verify safe places, neighbours, or household members

  • Open an immediate investigation with the courier

  • Resend your order or refund you if the parcel is confirmed lost or misdelivered

If more than 7 days pass after the “Delivered” scan, the courier may close the investigation, and we may no longer be able to offer a replacement or refund.

📦 If Your Parcel Is Delayed

If your parcel is still “In Transit” or hasn’t updated for 5+ days, please contact us.
We will follow up with the courier within 24–48 hours.

🚫 Incorrect Address

If an incorrect or incomplete address was entered at checkout, we cannot guarantee a replacement or refund.
We will assist where possible, but reshipment may require an additional fee.

For all delivery issues, message us at support@martlook.com — we always respond.