Refund policy
Domestic Exchanges & Returns (excludes Alaska, Hawaii, and U.S. territories)
We want you to love your Ace Marks order. If something isn’t quite right, we offer returns and exchanges within 14 days of delivery for unworn and unaltered items.
Please use a soft surface such as a rug or carpet to try on your shoes, as the soles will easily scratch if you walk on hardwood or concrete floors. Shoes with scuffed soles cannot be returned for a refund. If your shoes are sent back with creased leather, a $50 damage fee will be deducted from the refund.
Extended Holiday Exchanges
Orders placed between November 25th and December 31st will have an extended exchange window for the holidays. After the regular 14-day return window has ended, orders will not be eligible for a refund, but can be exchanged or returned for store credit until January 11th, 2026.
Return & Exchange Fees
A $14 shipping and processing fee will apply to all returns/exchanges.
You can waive this fee by opting into Checkout+ for $7.98 at the time of purchase. Opting into Checkout+ provides free returns/exchanges, and also includes order protection in the event of a missing, stolen, or damaged package.
Photo Requirements
We require photo uploads for all return/exchange requests. This helps improve our quality control and ensure that all customers receive products in excellent condition. We review requests daily on business days, and once approved, you will receive an email with your return label.
Exchanges
We offer one exchange per order for eligible items, and customers can choose between a standard and instant exchange.
- Standard Exchange: Your new item ships once we receive your return.
- Instant Exchange: Your new item ships immediately after placing a $1 refundable deposit.
For both exchange options, a return label is provided. Please note that for standard exchanges, the replacement item is not reserved until your return is delivered and processed.
Final Sale Items
Final sale items cannot be returned or exchanged.
Return & Exchange Conditions
All products must be returned with their original packaging and the return label provided by Ace Marks in order to be processed. Original shipping costs are non-refundable. Store credit cannot be converted into a refund once issued. We reserve the right to refuse a return or adjust the return fee if the item shows signs of wear, alteration, or if the account has been flagged for return abuse.
International Returns
We accept returns on international orders within 14 days of delivery, as long as the items are unworn and unaltered. A $39 shipping label fee applies for all international returns, and original shipping fees are not refundable. Please visit our international returns portal here.
At this time, we are unable to offer international exchanges. We would recommend setting up a return and placing a new order.