FAQ from FA
What size am I in Ace Marks shoes?
To determine your Ace Marks size, please view our size guide where 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 to firstname.lastname@example.org
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 email@example.com.
May I use the WelcomeACE code or any other acemarks.com discount codes on the Ace Marks Factory Access site?
At this time, the welcomeace code and any personally issued discounts are only valid on purchases that are made on ACEMARKS.COM. These codes will not be valid on any purchase made from craft.acemarks.com
Can I use an Ace Marks Gift Card on the Factory Access Site?
Gift Cards issued to acemarks.com will not work at craft.acemarks.com. If you would like to transfer an existing giftcard from AceMarks.com over to craft.acemarks.com, please email our customer service team at firstname.lastname@example.org. Please note that once a balanced is transferred it can not be transferred back.
When is my ordered considered complete and submitted for production?
After the final day on April 24th at 11:59 pm EST, 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 email@example.com. It is important to make sure you review your order carefully before you hit the final confirm button.
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 firstname.lastname@example.org. It is important to make sure you review your order carefully before you hit the final confirm button.
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 email@example.com. It is important to make sure you review your order carefully before you hit the final confirm button.
Can I order shoes from the previous collections or from previous Kickstarters?
No, shoes from the previous collection will not be offered. This Factory Access campaign is only for the shoes and accessories listed on craft.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.
What if I need to update my shipping address?
You will be able to contact our customer service team at firstname.lastname@example.org 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.
Will Factory Access styles or colors be available later on your website?
For the most part, no. Part of the reason for the Factory Access event is so we can get an idea of the styles and colors you like most. This lets us know which styles to bring onto our website later on. While it is possible to see some styles on our website later or released again as a limited edition, most of the styles here will be offered only once.
If I don't complete and submit my order by the end of the campaign, can I still purchase shoes?
No. Once the Factory Access campaign has ended, you will not be able to order more shoes from this campaign. It is important to take your time and make sure you have everything you want from this campaign as many of the items offered here may never be offered again. You can continue adding to your order throughout the campaign by creating additional orders--we will ship all items ordered under an email address/account together.
Where will the shoes ship from?
This depends on the shipping address. Orders shipping to the U.S., including APO, FPO, DPO addresses, will ship from our own warehouse in Miami, FL. Orders shipping to Canada are shipped from our 3rd party facility in Canada. Orders shipping to the EU will ship from our 3rd party facility in Germany.
I need the shoes for a specific date, can you accommodate that?
While we would love to accommodate these types of requests, we make all of the orders together and as fast as possible and it would be impossible for us to start separating the production for specific orders to meet individual deadlines. This would cause major delays overall. You can be assured that we do everything as fast as possible without putting the integrity or quality of our shoes on the line. As soon as production is complete we quickly move the shoes to their respective distribution points across the globe and ship them to you.