Refund policy

Our promise

Almost everything at RebelOneMart is made for you after you order it, which is why we ask you to check your size carefully before you buy. If something arrives damaged, defective or wrong, we'll make it right. Each product page also shows the return terms for that item in its Returns section.

Our shoes are off-brand customs

We don't sell big-name brand shoes. Every shoe at RebelOneMart is an off-brand custom shoe, and none of them is made by, licensed by or connected with a big-name shoe brand.

Changing or cancelling an order (24 hours)

You can change or cancel an order within 24 hours of placing it. Email team@rebelonemart.com as soon as you can. After 24 hours your order goes into production and can't be changed or cancelled.

Damaged, defective or wrong items (14 days)

Contact us within 14 days of delivery if:

  • the product arrives damaged, including damage during shipping
  • the product has a manufacturing defect
  • the print is poor or doesn't match the design you ordered or approved
  • you received a different item or size from the one you ordered
  • an item is missing from your order

Email team@rebelonemart.com with your order number, a short description and a clear photo of the problem. We'll replace the item or refund it, at no cost to you. A damaged outer box or shoe box doesn't qualify on its own if the product inside is fine.

One free size exchange on eligible shoes (7 days)

Many of our shoes come with one free size exchange. If a shoe qualifies, its product page says so in the Returns section. Custom pairs made on an eligible shoe qualify too.

  • Ask within 7 days of the day your order is delivered to your address.
  • One free exchange per order.
  • You can exchange for one size up or one size down.
  • Email team@rebelonemart.com with your order number, the size you received, the size you need and why it didn't fit (too small, too big or too narrow).
  • We'll send instructions for returning the original pair. Send it back unworn, in its original packaging. Return postage is your cost.

The free size exchange doesn't apply to team or bulk orders, and shoes without it on their product page can't be exchanged for size. Please check the size chart before you order.

Getting your size right

Almost every shoe page has a size chart and a size finder in its Sizing Chart section. The chart lists the insole length in centimeters for each size. The finder works out a size for you from an insole, your foot or the size you wear in another brand.

  1. The most accurate way is to take the insole out of a pair of sneakers that fits you well. Measure it from heel to toe in centimeters and choose the size with that length.
  2. If the insole doesn't come out, stand on a sheet of paper with your heel against a wall and mark the tip of your longest toe. Measure in centimeters, do both feet and use the longer one. A foot measures shorter than the inside of the shoe it fits, so add about 1.3 cm (about a half inch), then choose the size with that length.

If you're between sizes, choose the larger one. If you're still unsure, email us before you order and we'll help.

Change of mind

Because our items are made to order, we can't accept returns or give refunds if you change your mind or order the wrong size. The free size exchange on eligible shoes and the ready-to-ship items below are the only exceptions.

Ready-to-ship items (30 days)

A few items ship from our stock instead of being made to order, and their product pages say so. You can return them within 30 days of delivery if they're unused and in their original packaging. Email team@rebelonemart.com to start the return. Return postage is your cost, and we refund your original payment method once we've received and checked the item.

Refunds

Approved refunds go back to your original payment method. They can take 5 to 10 business days to appear, depending on your bank.

Final sale

Items marked final sale can't be returned, refunded or exchanged. If a final sale item arrives damaged or isn't as described, contact us within 14 days of delivery and we'll make it right.

Anything else

If something comes up that this policy doesn't cover, email team@rebelonemart.com. We look at every case and we'll do our best to help.