Frequently Asked Questions
I'm interested having something custom made, do you do that?
We do accept custom orders on a case by case basis. Please contact us at email@example.com or at the link at the bottom of the page and let us know what you were interested in having us make for you!
Email us at firstname.lastname@example.org or through the contact us form on the bottom of this page with your order number as soon as possible. We can edit your shipping address if the item has not yet shipped. Once an order is placed, however, we cannot edit shipping information.
How can I return my order?
We do accept returns on some of our items if they are new, unworn, and unwashed with tags still attached for store credit. Certain consumables and garments are not eligible due to sanitary reasons. To see if your items are eligible, please email us at email@example.com or through the contact us at the bottom of this page with your order number and let us know what you would like done. All returns must have prior approval and approval can be revoked if the condition is not acceptable once received.
I love my garment but it's the wrong size. Can I exchange it?
Depends. If it was custom sized, it will be decided on a case by case basis. If they are not custom sized and we have inventory, we will be happy to. Please contact us to make arrangements for an exchange by either emailing us at firstname.lastname@example.org or through the contact us form on the bottom of this page . You will be responsible for cost of the shipping return.
Do you ship internationally?
We are based out of New York City in the United States and we do ship internationally! Shipping fees vary by country and we do not pay custom taxes or fees. If you are unable to select your country of residence at check out. Email us at email@example.com or through the contact us form on the bottom of this page and we can help you further.
I received a shipping notification but when I click the link I am not able to track my package. Is my tracking number wrong?
Your tracking number is correct! When you receive your notification it means that we have packaged your order up for shipping and USPS has picked it up. It usually takes one business day for USPS to scan the tracking number into their system however. Check the link again tomorrow and you will likely be able to track your package from that point on.
How long will it take for my order to ship?
Unless otherwise noted, orders generally ship within 5 business days. Please view the item description as some items may still be in production or are custom made and will not be shipped until a later date.
What do I do if my order shipped but I never received it?
If your tracking number says "delivered" or "out for delivery" but you haven't received your package, please contact your local USPS office (or local post office if international). In most cases, they will be able to help you locate the package. House of Mars will not be held responsible for items lost, stolen, or damaged during transit.
I love your brand and want to do a giveaway/ review on my blog/ feed/ website! How can I work with you?
We are so glad you love our products! At this point, as much as we would love to work with each and every one of you, we are simply unable to enter into every partnership. However, if you do end up writing a blog post about House of Mars we would love for you to forward us the link!
Are you looking for brand reps?
We are currently looking to expand our reach, please email your proposal to firstname.lastname@example.org
I'm interested in selling House of Mars products on my website/ store. Do you wholesale?
We are currently accepting applications for brick and mortar stores only. Unfortunately not everything on the website is available for wholesale on our website. Please contact us at email@example.com or at the link at the bottom of the page and let us know what you were interested in.
I would like to collaborate with you. How do I submit my designs?
Please send us a link to the work you currently do and explain what you are thinking. We'd love to collaborate with everyone but it is not always possible. We will reach out to you regardless to let you know as soon as we come to a decision.
Have more questions, comments or requests? Email us at HOUSEOFMARSNYC@GMAIL.COM or drop us a line here.