Shipping and returns

DELIVERY & SHIPPING

All orders are processed in US Dollars (USD, $).

Delivery Terms – Taxes and Duties Paid

We will be shipping DDP meaning any duties, taxes, and associated admin fees are paid on your behalf. So, you won't be charged any additional fees once the order has been placed. If sales tax applies, this will be collected at checkout.

Shipping Costs $6.99 for all orders under $50. Free shipping for orders over $50.

- Shipping Costs:

· Free shipping(10-15 Business Days)   

· Standard shipping(10-15 Business Days)  $6.99

For all your purchases on markbrother.com delivered in the United States of America, the shipping cost is FREE. If applicable, U.S. sales taxes will be at the Customer's expense.

- Delivery time: Orders will be shipped using a markbrother trusted delivery service.

Please allow 3 to 5 business days for processing your order. Your order should arrive in approximately 5 -7 business days after shipping, Monday through Friday.

Notes: The period of delivery is calculated starting from the time of your order confirmation. We'll communicate all the details via email.

Although some of the items are made ahead, due to the high volume of orders, shipping times are longer than usual. If I have the item ordered in stock I will mail it out as soon as possible!

RETURNS

This is where you’ll find everything you need to know about shipping and returns.
Click the icon you need: it just takes a few simple steps and we’ll take care of the rest.

We're bummed if you're not 100% satisfied with the items you received, and we gladly accept returns within 30 days of receipt for most items in new condition.

 
‬1. Receive a faulty item?

We're sorry to hear this! In the unlikely event that you've received a faulty item, please send an email to service@mail.markbrother.com immediately with the following information:

  • Your order number
  • Which item is damaged
  • Photographic evidence
  • Photo of the label 

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time. All labels must still be attached to return the goods. Item(s) cannot be returned if the label has been cut/removed.

Faulty Goods

If you believe a product is faulty, please contact a member of our customer care team as soon as you notice the defect, preferably before trying the shoes on. If the reported fault is deemed to be a result of wear and tear, and the shoes have been worn, then we cannot accept responsibility. In the majority of circumstances, we will need to inspect the goods, so a collection of the product will be arranged. After reviewing the product, we will contact you to discuss the appropriate resolution.

For the most part, the stock held by markbrother.com is straight off the production line. However, there will be instances where items have been returned and put back into stock. All returning items are checked and worked on before being put back into stock. Very minor creasing from a product being tried on is not deemed to be a fault and will not be accepted as a fault.

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

All claims for parcels arriving damaged must be made within 14 days of the delivery date.

2. How can I exchange my item?

If you want a size exchange after receiving your items, please send an email to service@mail.markbrother.com immediately with the following information:

  • Your order number
  • Which item you want a size exchange
  • New size
  • Photo of the label                                                                               

Please note, that if the item has been worn, washed, or used in any way with all labels attached, your item cannot be replaced due to industry standards on Health and Hygiene, and wear and tear. Item(s) cannot be exchanged if the label has been cut/removed.

The customer will be required to cover any costs involved in exchanging your goods. We are not the couriers and cannot be held liable for any costs which are incurred in using their services.
Note: Once the return/exchange/refund claims are approved, please send out items within 7 days. Otherwise, the claims would be invalid. 
All claims for size exchange must be made within 14 days of the delivery date.

3. Entered the wrong item/shipping address. What do I do?

We can change your item/shipping address before the item ships. Just email to service@mail.markbrother.com immediately with the following information:

  • Order number
  •  Wrong item name/shipping address
  •  Correct item name, size, and color/shipping address

We are unable to make any changes or amendments to your order if your order is shipped.

REFUNDS: Please note, that we do not issue refunds on non-faulty items. We will refund you after your return item is received back at our facility and all details are confirmed. However, we do treat each return on a case-by-case basis, and cash refunds are eligible. Usually, you will receive the refund within 3-5 working days. If you do not receive the refund within the time we promised, please feel free to contact us.
Note:
Once the refund policy is confirmed, we will refund the money to the customer's account within 14 days.
Once the return/exchange/refund claims are approved, please send out items within 7 days. Otherwise, the claims would be
 invalid

Refunds

Once we have received your return, we will examine the items to assess their condition before issuing a refund. Any products that are not returned in the same new and unworn condition may result in a charge that is deducted from the refund, or risk being rejected altogether.

Once the refund has been authorized, you will receive an email confirming it has been processed and the value to be credited.

Refunds will be issued against the same payment method used for the original purchase and in the same currency, less the initial outbound shipping and any subsequent return shipping costs as detailed on this page under How to Return Your Order. Typically payments will be refunded within 72 hours of being processed, but this could take up to 10 business days to show in your account.

Please note, that products returned to us without prior notice may not be refunded.