What Happens If Something Goes Wrong With Your Order?
Rebels Market Editorial | Reading time: about 5 minutes
After-sale confidence
If your order arrives damaged, defective, or different from what you confirmed, send photos and your order number to support@rebelsmarket.com. We reply within 24 hours on business days. Within 30 days of delivery, a defect is refunded or remade. After that, the 1-year craftsmanship warranty covers material and construction failures under normal daily wear, and the remedy is still a refund or a remake.
Check the box, the packaging, and the item against your order before you wear it.
1 yearcraftsmanship warranty on materials and construction
Remake or refundfor defects within 30 days of delivery
24 hoursto reply, on business days
10 business daysto make a remake
Try new footwear on indoors first. Returns need the item unworn, with its tags and packaging.
Leather goods are physical products made by people. Errors can happen. Transit damage can happen. Hardware can fail. A product can arrive different from the approved order.
Each of these has a different fix. Here is what to do, and what happens next, in each case.
What to do
1. Don't wear it outside, and keep the box and packaging.
2. Take clear photos of the problem, the whole item, and the packaging and shipping label.
3. Email support@rebelsmarket.com with your order number and the photos.
4. We reply within 24 hours on business days and tell you the next step, such as a remake, a refund, or a warranty claim.
When the product is broken or defective
A craftsmanship defect is a product problem, not a sizing choice. Within 30 days of delivery, we refund or remake a defective item. After that, the 1-year craftsmanship warranty covers material and construction failures under normal daily wear, such as stitching that comes loose, a zipper or buckle that fails, or a sole that separates, and we refund or remake those too. It doesn't cover damage from misuse. Natural grain marks, small shade differences, and creases where the leather flexes are not defects either. Our guide Handmade Shoes: What's Normal and What's a Defect? explains the difference.
When the item is not what was ordered
Your confirmed order is the reference. If the product, color, leather, size, or another confirmed detail is different, we remake it or refund it. Leather varies a little from hide to hide, so a slight shade difference from a photo on a screen is not the same as the wrong color. If you're not sure, send photos and we compare them with your order.
When the package is damaged in transit
Photograph the box, the shipping label, and the item, and keep the packaging. Email support@rebelsmarket.com with your order number right away. If the item was damaged in transit, we remake it or refund it. If a package shows as delivered but hasn't arrived, wait 72 hours, then contact us within 7 days of the expected delivery date.
When the issue is fit
Made-to-fit production depends on the information used before production. If the item was built differently from the measurements you confirmed, we remake it at no charge. If it was built correctly to the measurements you submitted, or in the size you chose to keep, a different fit is not a defect and is not covered as one. That is why we ask you to measure in the evening, standing, in the socks you plan to wear, and why a fit specialist reviews every submission before production.
New leather can feel firm at first, especially at the heel and across the top of the foot, and that eases with wear. Toes pressed against the front, numbness, or a heel that slips out with every step are fit problems, not break-in. Wear a new pair indoors first. If you're not sure which you have, How to Break In Leather Shoes and Boots explains the signs.
How long does it take?
We reply within 24 hours on business days. If the answer is a remake, the workshop makes it in 10 business days, and then it ships.
What happens after delivery
We send you delivery updates while your order is on its way. When it arrives, check it before you wear it outside. If anything isn't right, email support@rebelsmarket.com with your order number and photos.
Confidence includes what happens after delivery
The full terms, including what is covered and how to start a return, are in our warranty and returns policy.
Choose the style. Send your measurements. Then we make it.
We don't pull a finished pair or jacket from a shelf. Your order starts with the design you choose. Then you send your measurements, or keep the size you ordered, and a fit specialist reviews them before production starts.
1. Choose
Pick the shoe, boot or jacket you want.
2. Measure
Send your measurements, or keep the size you ordered. You can change them until production starts.
3. Make
A specialist partner workshop makes it in 10 business days.
Does Rebels Market cover defects after my boots or jacket arrive?
Yes. Within 30 days of delivery, a defective item is refunded or remade. After that, the 1-year craftsmanship warranty covers material and construction failures under normal daily wear, such as loose stitching or a failed zipper, with a refund or remake. Damage from misuse is not covered.
What happens if I receive the wrong color, product, or approved specification?
Your confirmed order is the reference. If the product, color, leather, or another confirmed detail is different, we remake it or refund it. Send photos and your order number to support@rebelsmarket.com.
What should I do if my package arrives damaged?
Photograph the box, the label, and the item, and keep the packaging. Email support@rebelsmarket.com with your order number right away. We reply within 24 hours on business days, and transit damage is remade or refunded.
Is a scuff, crease, or slight color difference a defect?
Usually not. Natural grain marks, small shade differences between hides, and creases where the leather flexes are normal. Loose or skipped stitching, a separating sole, or hardware that fails are defects. If you're not sure, send photos and we will tell you which it is.
Who handles the issue if something is wrong with my made-to-order item?
Rebels Market does. Email support@rebelsmarket.com with your order number and photos. We reply within 24 hours on business days and handle the remake, refund, or warranty claim from there.
What if my made-to-fit boots or jacket do not fit after I gave measurements?
If the item was built differently from the measurements you confirmed, we remake it at no charge. If it was built correctly to the measurements you submitted, a different fit is not a defect. Some firmness is normal at first, so wear it indoors and contact us with photos if something feels wrong.
Why does Rebels Market ask for fit information before making my order?
Because the item is made after you order. Your measurements let the workshop adjust the last before any leather is cut, which is the best time to fix a fit problem.
