Q. How do I order a custom bag?
A. To create and order your special bag, follow these few simple steps. First, choose a style. Second, choose your options or upgrades. Third, choose your fabric. This is usually the most difficult step due to the many fabric choices on eQuilter.com. Please feel free to contact us at any time with questions about fabric selection. eQuilter also offers a design board to help you pair up your favorite fabric selections. It is highly recommended that you have a general idea of color, style, texture and/or designer before you start the fabric selection process.
Q. What is the normal turnaround for a custom bag?
A. Normal turnaround for custom bags is 3-4 weeks. Not including holidays or weekends. Please note that all packages ship USPS Priority Mail.
Q. Will my custom bag be washable?
A. Most bags are hand washable and air dry only. Your bag may have a removable chipboard bottom, leather trim or other non-washable accessories, so be sure you take that into account before washing. We recommend Scotchgard to resist water, spills and/or dirt for all cotton fabrics.
Q. What types of payment are acceptable?
A. VISA, Mastercard, American Express, Discover and electronic checks are accepted. All our online transactions are processed through Paypal or Google Checkout using a secure connection.
Q. Is there sales tax on my purchase?
A. An order shipped to a Texas address will be charged 8.25% in state sales tax.
Q. Why do your bags cost more than off-the-shelf bags?
A. Martilena bags & accessories are designed and sewn on an individual basis. Because the bags are not mass produced the cost associated for each bag is much higher than your average store bought bag.
Q. What type of fabric is used for the interior of the bag?
A. Rugged style bags are lined with a water repellent packcloth, soft style bag or handbags are lined with cotton or canvas.
Q. What is your Privacy Policy?
A. We value and respect your privacy and as such do not sell nor share your information with outside companies or third parties. When you purchase from our website, your order is processed through Paypal or Google Checkout secure servers where they collect your name, billing and shipping addresses, phone number, & e-mail address. When you order, you will be added to our email mailing list, which you can opt out of at anytime. We will not sell or share this information.
Q. What if I need to cancel my order?
A. Orders can be canceled & a full refund issued, if requested within 48 hours of placing the order & if no fabric or other supply purchases have been initiated. If fabric or other supplies have already been ordered a partial refund, minus any charges, will be issued. Requests for cancellations after the 48 hour time period will be handled on a case by case basis.
Q. What are the different types of closures?
A. There are a variety of closure options on most bags. The specific options available for a particular bag are included on the page for that page. If a closure option is not shown in the drop down box, then it's not available for that particular bag. Also, please note the standard closure is noted in a bag's description & is not always the picture shown in the photos on the webpage.
Q. Do you offer completely custom bags? Something not on the website.
A. Sometimes I'll work with someone to create a completely unique bag, but in most cases I don't stray far from my bag collection.
Due to the extreme custom nature of Martilena bags & accessories, returns are not allowed unless a bag is defective. Please contact us before attempting to return a bag. We will only issue a refund after the bag has been returned and it is determined that the bag is in new condition. Returns are not considered after 30 days. Shipping and handling charges are not refundable at any time.
Martilena bags are covered under a general manufacturer's warranty for 1 year from the date of purchase.
This warranty covers defects encountered in manufacturing and workmanship only. If a bag fails during the warranty period, it will be replaced or repaired, once returned and it is determined that it was not misuse or negligence that resulted in the bag failure.
The warranty does not cover the natural breakdown of materials that may occur after extended use of the product. Most importantly, however, the warranty does not cover incidental or consequential damages to equipment such as damage to, or loss of, the contents of the bag; loss of use; loss of time; or similar expenses.
The warranty does not apply to any non-Martilena product.
Shipping charges range from $8.00-$10.00 for domestic USPS Priority Mail with delivery confirmation or from $15.00 to $35.00 for USPS Priority International with delivery confirmation. Please note the packages are not insured and refunds are not issued for lost packages. Shipping charges will appear on the total balance due before being charged to your credit card.
All custom bags ship within 3-4 weeks (not including weekends or holidays) from order date. Please note fabric is not ordered until payment is complete. All ready made bags purchased will ship within 2-3 business days.