Returns

Our online return policy

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.

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.

-Buyer is responsible for return shipping cost.

We do not accept returns if there is significant damage to the shoe box or if the shoe box has been used as the shipping box. 

We recommend trying shoes on in the house first to ensure they fit before venturing outside. If we sent your shoe box within a larger box, please send the shoe box inside of that larger box to preserve the shoe box. Any footwear returns that do not include the original undamaged shoebox will not be accepted.

Several types of goods are exempt from being returned:

We do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items: Gift cards, custom pair. 

To complete your return, we require a receipt or proof of purchase.

Please send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Refunds (if applicable)
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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, up to 2 weeks.

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

Late or missing refunds (if applicable)
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 sales@unmarked.mx.

Can I return Sale/Last Pairs items? What if it was a gift? Custom pair?
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. Sorry, but items purchased as a gift are still applicable to our 'Final Sale' policy and cannot be returned.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hola@unmarked.mx.

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

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

You will be responsible for paying for your own shipping costs for changing your item.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Please send us the tracking number. 

PLEASE, IF YOU SEND IT WITH FEDEX, UPS, ETC, PUT THAT IT IS A RETURN OF GOODS, OTHERWISE, THE PACKAGE WILL NOT BE ACCEPTED AND IT WILL BE RETURNED

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

How do I return an item purchased?
To return your product, you should mail your contact us to hola@unmarked, we will send you the shipping adress. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

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

PLEASE, IF YOU SEND IT WITH FEDEX, UPS, ETC, PUT THAT IT IS A RETURN OF GOODS AND A VALUE UNDER $50 USD, OTHERWISE DUTIES & OTHER EXPENSES MIGHT BE APPLIED AND THE PACKAGE WON'T BE ACCEPTED AND IT WILL BE RETURNED.