FAQ

Find answers to common questions about ordering, shipping, returns, sizing and shopping with Mark & Houston.

Orders

How do I know if my order has been confirmed?

After completing your purchase, you should receive an order confirmation email at the email address entered during checkout. Please check your spam or promotions folder if you do not see it in your inbox.

If you still cannot locate your confirmation, contact us at support@markandhouston.com with your full name and the email address used during checkout.

Can I change or cancel my order?

We begin processing orders quickly. Please contact us as soon as possible after placing your order if you need to request a change or cancellation.

Once an order has entered processing or has been shipped, we may no longer be able to modify or cancel it. Shipped orders must follow our standard return process.

Can I change my shipping address?

Contact our customer support team immediately if you entered an incorrect or incomplete shipping address.

We cannot guarantee that an address can be changed once an order has entered processing. Customers are responsible for providing complete and accurate delivery information at checkout.

What should I include when contacting you about an order?

To help us assist you faster, please include:

Your order number
Your full name
The email address used during checkout
A brief description of your question or issue
Photos, where relevant, for damaged or incorrect items

Shipping and Delivery

Where does Mark & Houston ship?

We offer shipping to the United States and international destinations. Available shipping options and charges are shown during checkout.

How long does delivery take?

Orders are generally prepared and shipped within 1–3 business days.

Estimated carrier transit time is 6–11 business days. The estimated total delivery time, including processing and transit, is approximately 7–14 business days.

Business days are Monday through Friday and exclude public holidays.

What are your shipping rates?

Standard shipping is $5.99 USD.

We offer free worldwide shipping on orders over $100 USD. The exact shipping charge applicable to your order will be displayed at checkout before payment.

How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.

Please allow 24–48 hours for tracking information to become active after receiving the email. You can also use the Track Your Order page on our website.

Why has my tracking information not updated?

Tracking information may take 24–48 hours to appear after a shipping label has been created.

Occasional pauses between tracking updates can also occur while a parcel is moving between carrier facilities or countries. Contact us if your tracking has not updated for an extended period or your estimated delivery window has passed.

What happens if my parcel is returned to the sender?

An order may be returned because of an incorrect address, an unsuccessful delivery attempt or unpaid customs charges.

In these situations, the customer may be responsible for the cost of shipping the order again. Please contact our support team so we can review the available options.

What is Shipping Protection?

Shipping Protection is an optional service designed to protect an eligible order against loss, theft or damage during shipping.

If you purchased Shipping Protection and experience a delivery issue, contact our support team with your order details.

Products and Sizing

How do I choose the right size?

Please review the size information shown on the individual product page before ordering. Measurements and fits can vary between different products and styles.

When you are between sizes or prefer a more relaxed fit, consider selecting the larger size.

Are all products sized the same?

No. Fit may vary depending on the product’s design, fabric and intended silhouette. Always check the product-specific sizing information rather than relying only on your usual size.

How should I care for my item?

Care requirements depend on the product and material. Follow any care instructions shown on the product page or garment label.

Using the recommended washing, drying and storage instructions will help preserve the item’s appearance and fit.

Will product colours look exactly the same in person?

We make reasonable efforts to display colours accurately. However, colours may appear slightly different depending on screen settings, lighting conditions and the device being used.

Returns and Exchanges

What is your return policy?

You may request a return or exchange within 30 days of receiving your order.

Returned products must be unused, unworn, undamaged and in their original packaging, with all original tags attached. Proof of purchase may also be required.

How do I request a return or exchange?

Before sending anything back, contact us at support@markandhouston.com.

Please include:

Your order number
The item you want to return or exchange
The reason for the request
Photos if the item is damaged, defective or incorrect

Our support team will review your request and provide the appropriate return instructions. Returns sent without prior approval may not be accepted.

Who pays for return shipping?

Mark & Houston covers the return shipping costs when an item arrives damaged, defective or different from what was ordered.

For non-defective returns, including changes of mind or size-related returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.

Original shipping charges, customs duties and import taxes are generally non-refundable.

What items cannot be returned?

Returns cannot normally be accepted for:

Gift cards
Personalized or custom-made items
Items that have been worn, used, altered or damaged after delivery
Items without their original packaging or tags
Personal care or perishable products, where applicable
Hazardous or flammable materials

What should I do if my order arrives damaged or incorrect?

Include your order number, a description of the problem and clear photographs of the product and packaging. Once the issue has been reviewed, we may offer a replacement or refund at no additional cost.

What are my return rights if I live in the European Union?

Customers in the European Union generally have the right to withdraw from an eligible online purchase within 14 days of receiving it.

Items must be returned unused, in their original packaging and with proof of purchase. Certain products may be excluded where permitted by law.

Payments

What payment methods do you accept?

Available payment methods may include:

Visa
Mastercard
American Express
Discover
Diners Club
PayPal
Apple Pay
Google Pay
Shop Pay
Venmo

The payment methods available for your location will be displayed at checkout.

Is my payment information secure?

Payments are processed through secure third-party payment providers. Mark & Houston does not directly store your complete payment card details.

What currency are prices displayed in?

Product and shipping prices are displayed in the currency shown on the website and during checkout. Your bank or payment provider may apply currency conversion fees when you pay using an account held in another currency.

Contact and Customer Support

How can I contact Mark & Houston?

You can reach our customer support team using the following details:

Email: support@markandhouston.com
Phone: +1 (307) 372-2008

Customer support is available Monday through Friday, from 9:00 AM to 5:00 PM EST.

How quickly will I receive a response?

We aim to respond to customer enquiries within 48 business hours.

Response times may be longer during weekends, public holidays, sales or periods of unusually high demand.

Does Mark & Houston have a physical store?

Mark & Houston operates as an online retail business and does not currently operate a physical retail storefront.

You can browse and purchase products through our official online store.

Shipping Protection

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