FAQ

Holiday Shipping and Return Policy

Extended Returns

For the holiday season, we’re extending our online return policy. Orders placed between December 3 and December 31, 2024, can be returned for a refund or exchange until January 10, 2025.

Holiday Shipping Deadlines

Ground Shipping: Order by December 16, 2024.

Overnight Shipping: Order by December 20, 2024.

Please note that due to a high volume of orders and shipments during the holidays, processing and shipping times may be extended. If you have any questions, or if your order is unexpectedly delayed, please reach out to our Customer Service team at customerservice@markcross.com.

For timely delivery, we recommend placing your orders as early as possible.

Customer Service

Our customer service team will respond to all emails within 48-72 hours, Monday to Friday (10 am-5 pm EST), excluding holidays.

Customer Service

customerservice@markcross.com

Press Inquiries

press@markcross.com

Wholesale Inquiries

wholesale@markcross.com

  • Shipping

    What shipping options are available for orders within the United States?

    All purchases come with complimentary ground UPS shipping. We offer overnight shipping for domestic orders at a flat rate of $75, except for certain items like the Backgammon Board, Eleanor 55, and Eleanor 42, which may be subject to specific rates. Orders must be placed by 11 am EST for next-day delivery. Unfortunately, we do not deliver to P.O. Boxes and APO/FPO addresses.

  • Do you offer overnight shipping for domestic orders?

    Yes, we offer overnight shipping for domestic orders at a flat rate of $75, except for certain items like the Backgammon Board, Eleanor 55, and Eleanor 42, which may be subject to specific rates. Orders must be placed by 11 am EST for next-day delivery.

  • Do you offer International shipping?

    Yes, we ship to over 60 countries. Please visit our footer and select your desired country for shipment to update the page with the relevant currency.

  • What should I keep in mind for International orders?

    Kindly note that orders shipped outside of the United States may be subject to import taxes, customs duties, and other fees determined by the destination country. Responsibility for these charges lies with the customer, and payment is typically collected upon delivery. For compliance with destination country laws and regulations, we may share product details and customer information with international shippers. Customers are advised to ensure their ordered items can be legally imported into the destination country.

  • How long does it take for my order to be dispatched after placing it?

    Orders typically take up to 48 hours (two business days) to be dispatched after your purchase is confirmed. During this time, our dedicated team is processing and preparing your order for shipment.

  • How will I know when my order has been dispatched?

    Once your order is dispatched, you will receive a confirmation email containing your tracking number. This email will also provide information on how to check the status and location of your shipment.

  • Can I cancel my order?

    Once an order has been placed, cancellations are not possible. We encourage you to review your order carefully before confirming the purchase. If you have any concerns or questions, please reach out to our customer service team for assistance.

  • Can I make changes to the shipping address after placing my order?

    Unfortunately, we are unable to modify the shipping address once your order has been placed.

  • How will my order be packaged?

    All orders will be shipped in standard packaging, unless gift wrapping is selected at checkout.

  • How can I track my order?

    Once your order is carefully packed, you'll receive a confirmation email with your tracking number. If you have a registered account with Mark Cross, you can also check your order status online.

  • Personalization: Monogram

    Can I return or exchange personalized orders?

    Unfortunately, personalized orders are final sale and not eligible for returns or exchanges.

  • How is the personalization process carried out for each order?

    Our expert artisans hand-paint every personalized order, creating a unique finish. It's important to note that the final product may have slight variations from the displayed image.

  • How long does it take for a personalized order to be shipped?

    Anticipate an additional 3 weeks for the completion and shipment of personalized orders. Our artisans take the time to ensure the highest quality for your special item.

  • Can I make changes to the personalized text after placing the order?

    We kindly suggest verifying the accuracy of the entered text before adding items to your shopping cart. Once an order is confirmed, changes cannot be made.

  • What should I do if I have inquiries about my personalized order?

    For any inquiries or assistance, feel free to reach out to our team at customerservice@markcross.com. We're here to help address your concerns and ensure your personalized shopping experience is enjoyable.

  • Payment

    What payment methods do you accept?

    We accept Visa, MasterCard, American Express, Apple Pay, Shop Pay, Google Pay, and Venmo.

  • Do you offer express checkout options?

    Yes, express checkout is available with Apple Pay, Shop Pay, Google Pay, and Venmo for faster, hassle-free payments.

  • Welcome Offer

    Sign Up

    Stay in the loop with our latest news and seasonal arrivals. Sign up for email or SMS updates to enjoy 10% off your first full-price order. You can find the sign-up link in the footer of our website.

  • Returns

    What is your return policy?

    We accept free returns for full-price items within 14 days of purchase, as long as they meet the conditions outlined below:

    • International Orders: Items purchased at a discount of 20% or more are Final Sale and cannot be returned or exchanged.
    • Domestic Orders: Both full-price and discounted items are eligible for return, provided they meet the return conditions.
    • Made to Order and Monogrammed Items: These are Final Sale and cannot be returned or exchanged.

    Return Conditions: All items must be returned in perfect condition, unused, and with the original packaging, including boxes, dustbags, and tags still attached. We cannot offer exchanges or refunds on items that are scratched, worn, or not in their original packaging.

    We reserve the right to refuse returns on merchandise that does not meet these conditions. If your return is not accepted, it will be sent back to you at your own expense, and no refund will be issued.

    Refunds are processed within 4-7 business days after your return is received at our warehouse.

  • Are international orders eligible for returns during the sale?

    No, all international orders placed during the 20% off sale are Final Sale and cannot be returned. For further assistance, please contact our team.

  • Looking for a different color?

    Exchanging your purchase for an alternative color is free of charge. However, for customers outside the US, please be aware that taxes and duties may apply. If you prefer to explore another style, you can return the item for a store credit refund and proceed to purchase the new item separately. Please note that items marked as "Final Sale" are not eligible for exchange.

  • What is required for a return to be processed?

    To be eligible for return, purchases must be accompanied by the original Returns Form. Items must be in their unused original condition with all tags attached, and any related accessories included. Incomplete, damaged, or worn returns, or anything reasonably believed by Mark Cross to have been used, will not be accepted and will be sent back to the customer.

    We reserve the right to refuse returns on merchandise that does not meet these conditions. If your return is not accepted, it will be sent back to you at your own expense, and no refund will be issued.

  • How do I initiate a return for a US purchase?

    Click here to start a return. Upon submitting a return request, you will receive a complimentary shipping label and return authorization via email or a downloadable link, including comprehensive return instructions.

  • How do I initiate an international return?

    Please reach out to our customer service team with your order number at customerservice@markcross.com

  • What are the consequences for excessive returns in violation of terms and conditions?

    Our returns policy is crafted to provide flexibility and a seamless online shopping experience, with an emphasis on hassle-free returns. It's important to note that excessive returns violating our terms and conditions may be flagged, and at our discretion, this could lead to the closure of your Mark Cross account or the refusal of future orders.

  • Product Care

    It only takes a little care to get the most out of your leather. Treat it well and it will reward you with years of enjoyment. Please see Product Care

    Caring for your Mark Cross bag

    You are now the owner of one of the world's finest leather products. It bears an unmistakeable symbol of quality: The Mark Cross Trademark. It guarantees that artisans crafted the piece from start to finish and that our uncompromising standards for materials, design and workmanship have been met. All our materials are sourced and selected by experts using the very best Italian leather tanneries. So, they must be cared for in a very special way.

  • Smooth and grained leathers

    Our smooth and grained leathers require regular care. Clean them using a soft, dampened cloth. Once the leather is dry, polish it in circular strokes with colorless wax and a soft cloth. Ensure that the leather is not exposed to direct sunlight or humidity.

  • Vegetable tanned leathers

    The vegetable tanned leather process leads to higher quality and provides natural protection against aging. As the leather is not artificially treated, it is subject to natural oxidation resulting in visible color changes over time. The polishing treatment is the same one utilized for smooth and grained leathers.

  • Suede leathers

    Suede leathers are more delicate. Exposure to water or rain can cause color fading or staining. If this happens, let the suede dry before cleaning. Maintain the velvety texture of suede by gently running the surface with a soft brush.

    It only takes a little care to get the most out of your leather. Treat it well and it will reward you with years of enjoyment.

  • Repairs

    What warranty do you provide for products purchased on markcross.com?

    We provide a two-year warranty for products purchased on markcross.com. Please reach out to our customer service team with your order number at customerservice@markcross.com.

  • What options are available for products beyond the two-year warranty period?

    Products that surpass the two-year warranty period may be eligible for our repair services. While not all repairs may be possible, we will make every effort to accommodate your request. Please be aware that repair services may incur charges.