We want you to LOVE your Ace Marks shoes! If for any reason you are not completely satisfied, you may exchange*, replace, or credit your purchase when it is returned in factory mint condition** in its original packaging within 30 days of your purchase. Simply follow the guidelines below.
DOMESTIC RETURNS – FREE SHIPPING
Continental US & Alaska, Hawaii, U.S. Territories and APO/FPO addresses:
- Log in to your account on AceMarks.com
- In "My account" you will see a link on the left menu that says "My Orders". Once there select the order you want to return.
- In the top right corner you will see a link that says "Request RMA". This will begin your return process.
- After you request an RMA, our team will review your RMA and then if approved** you will be sent a PRE-PAID return label for you to send the items back to us.
- Unfortunately, we cannot exchange, replace or credit items that have been worn, scuffed, or otherwise show signs of wear**, monogrammed, stretched or personalized in any way.Items received that are not in factory mint condition will be sent back at the customer’s expense.
- Kickstarter orders cannot be returned for a refund, but they can be exchanged.
We recognize that returns are important to our customers. To ensure a positive shopping experience for all our customers, if we identify through electronic analysis an unreasonable return pattern, we may restrict or refuse future transactions from such customers.
All items purchased in pre-order can be canceled for a full refund up until the time of shipment. After the item has been shipped our standard return and exchange policies will apply.
Returns from CANADA will ship to our facility in Quebec. Detailed instructions & return address will be included in RMA confirmation email . We do not offer pre-paid labels for Canadian returns at this time.
When returning in Canada, we strongly encourage the use of a trackable and insured shipping method as we will not be responsible for returns that are lost in transit.
EU & INTERNATIONAL RETURNS
Returns from the EU & all countries outside the US & Canada will ship to our facility in Germany. Detailed instructions & return address will be included in RMA confirmation email. We do not offer pre-paid labels for international returns at this time.
Please send all return items to:
Ace Marks Returns
2401 NW 93rd Ave
Miami, FL 33172
When returning an international order, shipping charges will not be refunded.
When returning to our facility in Germany, we strongly encourage the use of a trackable and insured shipping method as we will not be responsible for returns that are lost in transit. It is important to include all original shipment and customs documentation received, as well as proof of duty or tax payments. In order to facilitate an exchange, this is an absolute requirement. All returns and exchanges must be marked as “Product Return/Exchange” on any required documentation.
Include your RMA confirmation with your return. Upon requesting and RMA, you will receive your confirmation via email. You can also find it under the “My Account” -> “My Orders” section of AceMarks.com once you login. International returns returning to the facility in Germany, it important to also include all original shipment and customs documentation received, as well as proof of duty or tax payments. In order to facilitate an exchange, this is an absolute requirement. All returns and exchanges must be marked as “Product Return/Exchange” on any required documentation.
*In order to exchange, you must purchase the new item you want to exchange for and send back your old item via the exchange process. Once we receive the original item back in factory mint condition with its original packaging, we will issue a refund.
**We can only accept for exchange items that are in factory mint condition and in their original packaging. Shoes must not have any wear/scuff marks on the outsole or upper, and must not have been altered in any way. Belts must not have been cut, holes added, or altered in any way. Items received that are not in factory mint condition will be sent back at the customer’s expense.
If you are not sure if your items satisfy the condition requirement, please email us to firstname.lastname@example.org with a picture of your item. Make sure to include in the subject line: CONDITION INQUIRE – ORDER # [INSERT YOUR ORDER NUMBER]
We strongly encourage you to take pictures of your items before shipping them back to us. For shoes, make sure to take high quality pictures of both the upper and the outsole so that he entire surface area is visible.
Questions? Please e-mail us