Frequently asked questions

General FAQ's

When will my order be ready?


We aim to have your orders with you within 3-5 working days. Pants/boxers from age 7 years are made to order so please allow a bit of extra time for delivery. We also offer collection from our office; you can collect for free without packaging or it is £1.50 to collect your order with our beautiful packaging. Please check our delivery page for more information.




Can I return an item?


Unfortunately, due to these items being underwear, we do not accept returns. To avoid any disappointment please carefully read our size guide and our product care guide. We can offer an exchange on your items, in the unfortunate case your item arrives to you faulty.




What payment types are accepted?


Credit card, Debit card and Paypal are all accepted.




Will my product be exactly as photographed?


As each item is handmade no two items will be exactly the same. There may be a slight difference in colour between your item and our photographs of the collection also.




Where can we find you?


Our office and workroom are based in Botwnnog, a little village in North Wales. Our products are currently only available here on our website or in one of our stockists. You can see our current stockists on our social media or our stockists page.





COVID 19 UPDATE

Are you still taking orders/up and running?


YES! As a small business we have decided to focus as an online retailer and are still open online/taking orders. We are able to work and provide fulfilled orders to customers, whilst following current guidelines. If something changes and we are unable to do so we will let you know. But for the time being yes, Martha Loves is still go!




What is available to order?


EVERYTHING! Our face masks have received so much love so firstly...diolch! We make our masks to order as they have been flying from the get go. Delivery times for masks are the same as all other products. If you are collection your order, delivery times are also up to 7 days.




How long will my order take to arrive


We aim to have your orders posted via Royal Mail 1st Class within 7 days (excluding weekends & bank holidays). Delivery times are returning back to normal however, if you choose delivery, PLEASE allow a little extra time as there are a few factors affecting delivery times currently. We box up orders and leave them for 24 hours before posted - this is to follow the information we do have about Covid 19 living on any surfaces/products.




Do I need to do anything with my products once they arrive?


We at Martha Loves are following every guideline and being as conscious as possible to follow all government guidelines. However, to be safe, we advise you wash your products once they arrive.




Where can we buy Martha Loves Ltd products?


All our designs/products are available online to order. We are also stocked in stores (please see our stockist page for info) - some stores may be closed so please follow their store information.




Are you offering anything to help your customers?


We have released a discounted Potty Training Pack for any of you struggling to buy nappies and wanting to potty train during these days indoors. We are also making face masks which are discounted for NHS workers/carers and are donating to facitilites that are in need! All information can be found on our FAQ's page and product page If anyone wants anything making to cheer anyone up, or can think of any other way we can help drop us an email or a message on social media!




Tell us about your face masks!


Yes...we're making 3 layered face masks! Handmade face masks, in adult and child sizes, are now available in a selection of our funky, comfy, jersey fabric. They have a jersey cotton banding which goes around the back of the head, rather than over the ears, for a suprt comfy fit. Other patterns and plains, not shown in the photo, are available and if you'd like any specific patterns please let us know. IF YOU ARE AN NHS WORKER/CARE WORKER PLEASE MESSAGE US - we are offering a discount for you and donating! We are making these face masks to help prevent the spread of Covid 19; they are not certified with any health board and are purchased at your own risk. We have made these for anyone who is in desperate need of a mask, whether you're a key worker, vulnerable, or want to protect you and your family. They are made from cotton jersey and have cotton jersey straps that fit around the back of the head; they do not hook over ears. They are washable and are not waterproof. We want to do our bit to help and thank you for supporting our small business! Delivery times for masks are the same as all other products. If you are collecting your masks we advise you wait 3 days, after they're made up, to do so; we will let you know when they're ready.