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+44 (0)1207 290 266


 
When is your store open?

Our store will be online 24/7, and if you need to contact us we are open from 8.45am - 5pm Monday to Thursday, and 9am to 4pm Friday. We will be closed on bank holidays and over the Christmas holidays. Bank holidays dates for closure in 2017 are:-

 
2nd January 2017 New Years Day (subsitute day)
14th April 2017 Good Friday
17th April 2017 Easter Monday
1st May 2017 Early May Bank Holiday
29th May 2017 Spring Bank Holiday
28th August 2017 Summer Bank Holiday
25th December 2017 Christmas Day
26th December 2017 Boxing Day

Please note that we will be closed from the 23rd of December 2017 to the 3rd of January 2018 for the Christmas shut down. Any orders placed in this period will be shipped out on the 3rd of January 2018.

Our last shipping day of 2017 will be Thursday the 21st of December. We will always make sure to inform you of this in December, with a notice on the home page of our store.

I have a question about a product what do i do?

You can find out more about all of our products at our website here, or alternatively you can contact us on +44 (0)1207 290266 between the times stated above. You can also e-mail us at info@martelinstruments.com and someone will get back to you.

My printer is faulty

Your printer comes with a 12 month warranty from date of purchase. If you need to send your printer back please get in touch with us on +44 (0)1207 290266 so we can arrange a RMA number. We will not take any printers back without a RMA number. We also will not refund or replace your printer if it is damaged as a result of neglect or abuse.

My printer is no longer in warranty and it's broken

If your printer is broken, and it's no longer in warranty, we can repair your printer for you at a charge. If you contact us at +44 (0)1207 290266 we will discuss the issues and arrange a RMA number for you.

I've changed the paper roll and my printer is no longer printing

All of the mobile printers available on this store are thermal printers. Please ensure that when you change a printer roll it is a thermal roll, otherwise your printer won't work. If you require any further assistance, please call us on +44 (0)1207 290266 and we will help to assist you.

Another item i bought is faulty

If you need to send another item back, the same policy stands and you must contact us on +44 (0)1207 290266 and we will arrange a RMA number for you to send it back. We will not take any items back without a RMA number. We also will not refund / replace any items if they are damaged as a result of neglect or abuse.

I have received an incorrect item / an item from my order is missing

Whilst we do our best to double check and make sure we send you the correct items, sometimes mistakes do happen. If you have received an incorrect item or an item is missing, please contact us within 5 working days from delivery of your items, and we will make arrangements to pick up the incorrect item / ship you the missing item the next working day at our carriage cost. Please note that if you do not report his within 5 working days from delivery of your items Martel Instruments Ltd are not held responsible and will not issue a refund / replacement.

Same day dispatch

If you order your item before 11.59am on a working day, we will aim to dispatch the same day. However, sometimes issues beyond our control arise, and this cannot be achieved. If you order after 11.59am, or it is a weekend, bank holiday or any of the dates listed above, your order will be dispatched the next working day. Martel reserve the right to not dispatch the same day, and no discounts will be given.

Delivery

If you order your items before 11.59am they will be shipped the same working day. If you order after 11.59am you items will be shipped the next working day.

We do not ship on weekends, public holidays and any dates listed above.

Delivery to the UK

We offer free next day delivery to the UK if your order is over £35.00. If your order is under £35.00 carriage will be charged at £6.50.

Please note that Martel are not responsible for any delays that are caused by UPS and a refund on carriage will not be issued.

Delivery to the ROW

Delivery to the ROW charges are:-

 
France £15.00
Germany £15.00
Italy £15.00
Spain £15.00
Canada £25.00
USA £25.00
ROW £30.00

Please note, Martel Instruments LTD reserve the right to change all carriage charges.

Please also note that Martel are not responsible for any delays that are caused by UPS and a refund on carriage will not be issued.

VAT codes in Europe

If you have placed an order from a European country, and are exempt from paying VAT, we require your VAT company code before the order can be processed. When you receive your confirmation of order e-mail, it will ask for you to reply with the VAT code. If the e-mail is left unanswered, a member of staff will get in touch. Unfortunately, until we receive the code, the order cannot be processed or dispatched.


Can i track my order?

Yes, once your item has been shipped you will receive a tracking number via e-mail which you can use to track via the UPS website here.


I haven't received my order and it's after the estimated delivery date

Whilst we work hard to ensure that all of our items get to places on time, there sometimes is problems beyond our controls, such as weather issues. If you would like us to look into this for you please contact us on +44 (0)1207 290266, or you can contact UPS on 0345 787 7877 and they will happily assist you with any information that they can.

Please note that Martel are not responsible for any delays that are caused by UPS and a refund on carriage will not be issued.

Can my order be shipped to an alternative address to my billing address?

Yes, you can fill in the shipping and billing address at the checkout

I wasn't in when my delivery was made and missed it, what do i do now?


UPS will attempt to redeliver the item the next working day. If you miss the delivery again, the item will be sent back to Martel Instruments Ltd, and a refund will be issued. However, the refund will be minus the carriage charge for your country group (even if free carriage was issued) along with an added charge of £15 to cover the return of the item to Martel Instruments Ltd, and an admin fee.

Why do you need my telephone number when completing a purhcase?

We have to put a contact telephone number on the shipping information for UPS so they can contact you if there is any queries. Your details will be for our records only, and won't be passed onto any other third party companies.

I have a voucher code for a discount and it's not working

At different periods, we offer different promotions on our online store. If you have a voucher or promo code, please make sure you are typing the correct code in, and that the promotion is still running. If you have checked all of these, and the voucher / promo code still isn't being accepted, please contact us on +44 (0)1207 290266.