Our policy lasts 14 days: the shoes must be shipped within 14 days. If 14 days have gone by since you received your product, unfortunately we can’t offer you a refund or exchange. No exceptions will be made for sizing, fit, or material issues.

AM I ELIGIBLE TO RETURN?

 To be eligible for a return, your item must be: 

- Unused and in the same condition that you received it. 

- In the original packaging. 

- Must not have been worn, altered, washed, or damaged 

-We do not accept returned items that were sent back by you directly without checking with us first.  

-Sale, Last Pairs items and Custom Pair cannot be returned/exchanged/refunded. No exceptions will be made for sizing, fit, or material issues. 

We understand that buying Final Sale or Last Pairs items can be tricky, so if you have any questions about the style o sizing, please reach out to hola@unmarked.mx before placing your order.

Items purchased as a gift card are still applicable to our 'Final Sale' policy and cannot be returned.  

All returns should be in new, unworn condition with the box still untact. After 14 days from when you receive your order, items are ineligible for return and will be automatically reshipped to the customer upon receipt.

HOW MANY SIZE CHANGES CAN I MAKE?

Only one size change per model/item will be accepted, returns or refunds won´t be accepted after that change. 

Yes, customers are responsible for the cost of shipping returns back to us. If you have requested an exchange, we will ship the replacement item(s) back to you free of charge. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. If you don´t we don’t guarantee that we will receive your returned item. 

PLEASE, IF YOU SEND IT WITH FEDEX, UPS, DHL, ETC, PUT THAT IT IS A RETURN OF GOODS AND A VALUE UNDER $40 USD, OTHERWISE DUTIES & OTHER EXPENSES MIGHT BE APPLIED AND THE PACKAGE WON'T BE ACCEPTED AND IT WILL BE RETURNED.  

You will be responsible for paying the return taxes if they are needed.  

WHERE DO I FIND MY ORDER NUMBER?

Your order number can be found in the subject line of both your 'order confirmation' and 'shipping confirmation' emails.   

To return your product, you should mail your contact to hola@unmarked, we will send you the shipping address.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  

We process all returns within 3-5 working days of receiving them. We will send you a 'refund notification' email to confirm that we have refunded your card. Please note: that refunds can take up to 10 business days to credit on your account statement, depending on your card issuer, which is beyond our control. 

We aim to process all returns within 3-5 working days of receiving them if we have the model in stock, if not, we have to process again your order and the processing time is up to 15 days. Although it can take longer during busy periods such as holidays and sale.  

CAN I CANCEL MY ORDER AFTER ASKING FOR A SIZE CHANGE? 

Once you have requested a size change and we have started producing your new pair of shoes, cancellations/refunds will not be accepted. 

WILL I BE CHARGED TAX OR DUTY ON MY REPLACEMENT ITEM?

We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly. 

Refunds do not include any shipping costs paid on your original order, if applicable and neither do Paypal or shopify fees. 

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hola@unmarked.mx. 

Sale, Last Pairs items and Custom Pair cannot be returned. No exceptions will be made for sizing, fit, or material issues. 

We understand that buying Final Sale or Last Pairs items can be tricky, so if you have any questions about the style o sizing, please reach out to hola@unmarked.mx before placing your order.

If we've not answered your question above, please contact hola@unmarked.mx for further help. 

Office hours are 9am-5-30pm (GMT-6) Monday - Friday.