FAQ

Customer Service

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

Customer Service
customerservice@markcross.com

Press Inquiries
press@markcross.com

Wholesale Inquiries
wholesale@markcross.com

  • 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.

  • Shipping

    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.

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

    Full-price purchases come with complimentary ground UPS shipping. Need it faster? Opt for overnight delivery at $50. Orders must be placed by 11 am EST for next day delivery. Please be aware that overnight shipments are not available on weekends or federal holidays, with delivery set for the following business day. Unfortunately, we do not deliver to P.O. Boxes and APO/FPO addresses.

  • 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 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.

  • Paypal

    Select this option at checkout to complete your purchase on the PayPal site before returning to Markcross.com.

  • Apple Pay

    Ensure a smooth transaction by being logged in with your Apple ID. If necessary, provide your billing, delivery, and contact information to confirm payment.

  • Affirm

    Make the most of your shopping experience by selecting Affirm at checkout. Tailor your payment plan, choosing between four interest-free installments every two weeks or monthly payments.

    It's important to note that when placing an order, your billing address must correspond to the address of your credit card to facilitate order processing.

  • Gift Wrapping

    Do you offer a gift wrapping service?

    For full-price purchases, you have the option to select gift wrapping during the checkout process. Our signature packaging, crafted from recyclable paper, features a classic Mark Cross box finished with a hand-tied ribbon.

  • Is gift wrapping available for sale purchases?

    Unfortunately, gift wrapping is exclusive to full-price orders and is not available for sale purchases.

  • Made to order

    How long does it take to receive my custom handbag?

    While our collection of ready-to-wear bags is available to ship immediately, our team of artisans will meticulously craft your custom handbag from scratch. Usually, this process takes about 8 to 10 weeks.

  • Is there an upfront cost for ordering a custom handbag?

    After you’ve created your unique design, a 50% deposit will begin the production process. Once your bag is ready and waiting, our customer assistance team will send through your invoice for the remaining balance. As soon as the order is paid in full, your bespoke piece will be shipped.

  • Can I return a made to order bag?

    We understand that expectations may evolve. Unfortunately, due to the personalized nature of these handbags, returns are not possible. Each piece is uniquely crafted to your specifications.

  • What is the overall cost of a custom handbag?

    Once you've curated your custom materials and finishings, our customer service team will happily provide you with the final price for your one-of-a-kind creation.

  • Is my bag unique to me?

    Our made-to-order program is tailored to bring your ideas to life. When you choose your leather and other details, it becomes exclusive to you, making your handbag truly one of a kind. Your unique touch is what makes it special.

  • Returns

    What is your return policy?

    We offer free returns for all full-price items within 14 days of purchase, as long as they meet the conditions specified below. Please be aware that items purchased at a discount of 20% or more, Made to Order, and monogrammed purchases are considered Final Sale and are not eligible for return or exchange. Refunds will be processed within 4-7 business days after we receive your return at our warehouse.

  • What is the timeframe for returns on orders placed during the holiday season?

  • What items are considered final sale?

    Made to Order and monogrammed purchases, as well as products tagged with FINAL SALE, are considered final sale and cannot be returned or exchanged. Additionally, items purchased at a discount of 20% or more are also considered Final Sale.

  • 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.

  • 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.