Frequently Asked Questions
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What is the status of my order?
Thank you so much for your order! Each and every order is made to order. When you place your order is when we start working on it. Please allow 1-2 weeks before your order is made and ready to be shipped. Once your order is shipped, you will receive a confirmation email with your tracking number. That confirmation email and all correspondence from us will go through the email that you use during checkout, so please check that email's inbox and spam folder.
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Do you have a retail store?
At this time, House of Mark is strictly an online store. However, if you live near Los Angeles, CA and would like to pick up your order, please contact us before placing the order so we can waive the shipping cost and make arrangements accordingly.
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Do you offer gift cards?
At this time, we do not offer gift cards but may in the future. Please check back with us for updates!
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Where is House of Mark located?
Our products are handmade with care, perfection and love right from our home studio in Los Angeles, CA.
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I live nearby, can I pickup my order from your location?
Yes! Contact us before placing the order so we can waive the shipping costs and make arrangements accordingly.
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What is your store's return and exchange policy?
Due to the custom handmade nature of our items, there are no refunds or exchanges. All items are final sale. We suggest reading the product description closely and carefully before making a purchase to ensure all the specifications meet your needs. If there is an issue with a loss or damaged order during shipping, please contact us within 24 hours of receiving the order.
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How long until my order is shipped?
Please allow 1-2 weeks before your order ships (excluding U.S. Observed Holidays). All orders are shipped via USPS.
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Does House of Mark ship internationally?
Yes! Please contact us in regards to shipping costs.
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How do you ship orders? Will I be notified when my order has shipped?
Domestic orders (depending on the weight and size of the order) will ship via USPS First Class mail or Priority mail with tracking numbers. International orders will ship via USPS First Class International. Once shipped, you will receive a confirmation email with tracking number to track your order.
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Why does my international tracking stop in Los Angeles?
Unless you purchase Priority International shipping through our shop, your tracking will stop in LA and we will have no way to track your package. We take no responsibility for lost or misplaced international orders. By default and unless you've purchased Priority International, we ship all international orders via USPS First Class International mail and you should expect your package in about 3 weeks from the time it is shipped.
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Can you declare my package as a gift? Why do I have to pay to pick up my package?
When you order merchandise from another country, you are required to pay Customs to bring that item into the country. It is your country's sales tax. We cannot declare your item as a gift, it is illegal and a federal offense in the United States, a.k.a, we will go to jail.
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I need the order by a certain date. Can you guarantee that I will receive the order by that date?
No. We can only guarantee day of shipping and not delivery date as USPS delays or issues reside out of our control. We highly recommend that you order your item in advance and, if necessary, ask us for options to upgrade the shipping.
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Can I rush my order?
You certainly can! Before placing your order, please contact us and we will provide expedited shipping options for you to choose from.
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I am ordering a gift. Can I request to have it gift wrapped and not include price in the packaging?
Yes! Please contact us or state in the "note to seller" during checkout and we can hide the price from the invoice and create a beautiful gift wrapping with a note, free of charge.
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Who do I contact with questions or issues?
For any questions or concerns, please contact us.
Please refer to our Policies page for additional information.