Refund Policy

We really hope you are happy with your Mark's Magic Store order, however we know sometimes things don’t work out. If the products you purchased are not custom made items and are eligible for return & refund, we will gladly refund any items purchased at full retail price and returned within 14 days of delivery, in their original condition. 

To start a return, you can contact us at support@elevenmark.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

HOW DO I RETURN A PRODUCT?

Follow these simple steps:

1. Notify support@elevenmark.com within 14 days of delivery to inform us of your intention to return the product(s) and by sending us your order confirmation with the following details:
   • Your order number
   • The product(s) you would like to return
   • The reason for your return
   • We will respond with the return address(es). Our customer service team will review your request and come back to you with further instructions. If your return is accepted, our team will tell you how to return the item or arrange to collect the item from you. 
2. Package your order securely and send it back to the brand. Please note: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  Unless the articles are defective, please note you are responsible for the cost of the return shipment. We really advise using a tracked service to ensure your delivery makes it back to the brand safely and securely, so please retain your proof of postage.
3. Once your return has been safely received and we have been notified by the brand, we’ll credit your original form of payment (including gift cards). Please allow 2-3 working days for your return to be received and processed and please allow at least 7-10 days for the payment to appear back into your account. Unless a mistake has been made by us or the product is defective, returns are at your cost.

 

WHICH PRODUCTS ARE NOT ELIGIBLE FOR RETURN?

Unfortunately, unless they are faulty we are unable to accept returns made-to-order products and any other item that has been used, returned without the original tags and packaging or in an unsaleable condition. Just to emphasize, made-to-order products are non-returnable and non-refundable. This means unless the item is proved to be defective, we aren’t able to accept a return or cancellation request as the item you ordered has been especially made for you.

WHO IS RESPONSIBLE FOR THE SAFE RETURN OF MY PRODUCT?

Please note that you, the customer, are responsible for the safe return of product(s) to our store. We are therefore not liable for any products damaged caused by poor packaging upon return to the brand. Mark's Magic Store can also not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by the carrier.

 

DAMAGES & FAULTS

 

WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR FAULTY?

Though we take the utmost care in checking products and packaging orders before dispatch, accidents do occasionally happen. In the rare occurrence that an order arrives damaged or has a fault, please notify us within 24 hours of delivery.

HOW DO I REPORT A DAMAGED OR FAULTY PRODUCT?

 

1. Email us on support@elevenmark.com within 24 hours with the following:
   • Your order number
   • A detailed description of the damage or fault
   • Photographs of the damaged or faulty product, interior packaging and exterior packaging from a variety of angles *This is important as without evidence we cannot offer a replacement or refund, and are unable to raise a claim with the courier.
2. We will be in touch to confirm if you would like a refund or replacement.
3. Please keep the damaged or faulty product and packaging until we confirm what to do with it. If the product is irreparable or not in a suitable condition to return (such as broken glass), we will likely ask you to dispose of it.
4. If you choose a refund, you will be refunded as soon as we receive satisfactory evidence of the damage or fault. If you choose a replacement, it will be sent out as soon as possible if the damaged or faulty product is to be disposed of.  *Please note replacements are subject to availability and may result in an additional lead time if made to order.

 

In the case of an item proven to be damaged, the return and redelivery fees will be covered by us.

 

LOST & MISSING ORDERS

 

WHAT HAPPENS IF MY ORDER IS LOST OR MISSING?

If your order does not arrive within 2 week of dispatch, check the tracking number in the dispatch notification we emailed you. In most cases, your order will have been delivered to an access or collection point either due to a failed delivery attempt or customs/duties owed at your country’s point of entry.

In the rare situation that your order has been marked as delivered but hasn’t arrived or been delivered to a collection point, or there is no update to the tracking since dispatch, please email us on support@elevenmark.com as soon as possible (no later than 14 days after dispatch) so we can open an investigation with the courier.

In the event the courier is unable to locate your order, we will offer to replace or refund your order. Please note we are not able to issue a replacement or refund until we receive an update from the courier as orders are often found and delivered after an investigation is opened.