F.A.Q.
When is my ordered considered complete and submitted for production?
After the final day of the Factory Access, the orders will be locked and will no longer be entitled to a full refund. You can cancel your order for a full refund at any time before the campaign ends. Even though you will not be able to get a refund for your order after this date, you will still be able to exchange your shoes should you have an issue with them after they arrive.
How do I add a product to my completed order?
If you would like to add additional products to your order, you can simply create a new order which will automatically be merged with any existing orders during shipping --orders will be merged by email address, so make sure that you use the same email address for any additional orders.
How can I remove a product from my completed order?
If you would like to change or remove an item on your order, you can email our CS team and we can make any modifications to your order that are needed. You can email us at info@acemarks.com. It is important to make sure you review your order carefully before you hit the final confirm button.
What if I need to update my shipping address?
You will be able to contact our customer service team at info@acemarks.com to change your shipping address up until a few weeks before we start to ship. Closer to shipping, we will notify you when the last date to update your shipping address is.
How can I cancel my order?
If you would like to cancel your order, you can email our CS team and we can make any modifications to your order that are needed. You can email us at info@acemarks.com. It is important to make sure you review your order carefully before you hit the final confirm button.
What size am I in Ace Marks shoes?
To determine your Ace Marks size, please view oursize guidewhere we provide you with a complete step by step guide to finding your correct Ace Marks shoe size. If you need any assistance, just email us toinfo@acemarks.com
Where can I select my belt size?
All of our belts are the same length as they are made to be cut to size. There is a screw near the buckle that allows you to remove the belt from the buckle, cut the belt to size, then attach it to the buckle again. You can easily do this yourself, or have it done for you at a shoe repair shop. They usually charge a nominal fee.
Where can I select my sock size?
Currently, socks are one size fits all.
I used the sizing tools, does that guarantee that I will choose the correct size?
While we provide a lot of information to help you with size & fit, making these tools available to you is not a guarantee on our part that you will choose the correct size & width. Every foot is different and the difference in size & width measurements is mere millimetres so even a slight misstep in measuring can throw the sizing off. When using the tools, it is important to also take into account your experience with other US shoe brands that use Brannock sizing. For example, Allen Edmonds uses Brannock sizing, so if you are a size 9.5 in AE, and you measure a size 6 using our tools, something is off. We suggest you reread the measuring tool instructions in the size guide and remeasure your feet. Of course, we are always available to assist. Just email us to info@acemarks.com.
Will I be able to exchange Ace Marks shoes I receive from the Factory Access campaign?
Yes, you will be able to exchange (not return) them for a different style, color or size. Please make sure to follow our size guide so that you have the information needed to choose the correct size the first time as exchange shipping is not included in the price.
How can I change the size, color, or style of a shoe on my order?
If you would like to modify your order, you can email our CS team and we can make any modifications to your order that are needed. You can email us at info@acemarks.com. It is important to make sure you review your order carefully before you hit the final confirm button.