Rebels Market help

Help & FAQ

Clear answers on fit, orders, shipping and returns for shoes, boots and jackets made for you.

New to made-to-fit? See how it works

  • ★ 4.6 from 8,800+ reviews
  • Made to your measurements
  • 1-year craftsmanship warranty
  • Free U.S. shipping over $199
Gifting for December 24?Order and submit measurements by Dec 5.Holiday timingGift card

Most asked

Sizes, widths and how we use your measurements. 8 questions

How does made-to-fit work?

Choose your shoes, boots, or jacket and order in your usual size. After checkout, we'll send you a simple guide to submit your measurements. We use those details to make your piece for your proportions. Prefer not to measure? You can confirm the size you selected instead; in that case, we'll make it in that size.

See how made-to-fit works

What size should I order?

Order the U.S. size you usually wear. It's a starting point: after checkout, you submit your measurements and we make your piece using them, so there's no need to size up or order two sizes. Prefer not to measure? Confirm the size you selected and we'll make it in that size.

Open the size guide

How do I submit my measurements?

After checkout, we email you a link with a step-by-step guide. For shoes, you measure each foot. Boots add your calf, and jackets use your chest, shoulder and sleeve measurements. If a measurement looks incomplete or inconsistent, a fit specialist contacts you before we start making your piece. If we don't hear back after three reminders, we make the size you ordered.

See how to measure

What sizes and widths do you make?

We make shoes and boots in sizes 5.5 to 16, plus extended sizes, from narrow to extra wide (B to 4E). B is narrow, D is standard, 2E is wide, 3E is extra wide and 4E is the widest. Each product page shows the widths that style is made in.

Shop wide and extra wide shoes · Shop narrow shoes

What if one foot is bigger than the other?

After you order, you submit measurements for each foot, and we account for the difference between your left and right feet.

Shoes for different-sized feet

Can you help with bunions, a high instep or orthotics?

Tell us when you submit your measurements: where your shoes usually pinch or rub, and whether you wear orthotics. A fit specialist reviews those notes before your piece is made. What we can adjust depends on the style, so if you have bunions, start with our wide toe box styles.

Shop wide toe box shoes

Do you make wide calf boots?

Yes. Calf width is part of made-to-fit: submit your calf measurement after you order, and we make the boot's shaft to fit your calf.

Shop wide calf boots

Do you make big and tall leather jackets?

Yes. Most of our jackets come in sizes S to 4XL, many also in XS, and some in 5XL. As a guide, men's S to 4XL fits a 36 to 50 inch chest and women's S to 4XL fits a 31 to 45 inch chest. Choose your size to start, and we use your chest, shoulder and sleeve measurements to make the jacket.

Shop big and tall jackets

What happens between checkout and your door. 5 questions

What does made-to-fit mean?

Your shoes, boots or jacket aren't pulled from a shelf in a standard size. We make each piece to fit you after you order, using your measurements or the size you confirm. That's how we offer every style in sizes and widths most stores don't stock.

How long will my order take?

Once we have your confirmed measurements and order details, making your piece takes about 10 business days. Shipping typically takes another 3–5 business days. U.S. shipping is free on orders over $199; outside the U.S., duties and customs are paid by the customer.

Can I change or cancel my order?

Yes, any time before production starts. Production starts once your measurements are reviewed, so contact us as soon as you can by email, text or phone and we'll update or cancel it.

Can I customize my shoes, boots or jacket?

Yes. You can ask for a different color, leather, heel or pattern, and many styles can take a monogram. Choose the options on the product page, or write what you'd like in "Special instructions for seller" in your cart before checkout. Not sure a style can take your change? Text us at 415-231-1068 and we'll check before production starts.

Most changes don't add to the price. If yours does, we tell you the exact amount before we start making your piece. Some changes take a few extra days to make, and we'll let you know if yours does.

I haven't received my order confirmation. What should I do?

Check your spam or junk folder for an email from support@rebelsmarket.com. If it isn't there, email or text us and we'll resend it.

If something isn't right, here's what happens. 4 questions

What if something is wrong with my order, or it doesn't fit?

Because your item is made using the measurements you provide, accurate measurements are essential. If your item arrives damaged, defective, different from your confirmed order, or incorrectly made to the measurements supplied, we'll offer a remake or refund and cover the related shipping.

If the item was correctly made to the measurements provided but does not fit as expected, it is not eligible for a fit-related return or remake. Contact us and our fit team will review the issue and explain the available options.

Read the full returns policy

Can I return or exchange it if I change my mind?

No. Each piece is made to fit you, so change-of-mind returns and exchanges aren't available. You can cancel for any reason before production starts.

How do I report a problem or start a return?

Email support@rebelsmarket.com with your order number and photos of the item and packaging, or start a return from your account. We reply within 24 hours on business days. Approved refunds go back to your original payment method within 1–2 business days of the return passing inspection; some banks take longer to show it.

Go to your orders

Do you offer a warranty?

Yes. Every made-to-fit piece comes with a 1-year craftsmanship warranty. It covers stitching defects, hardware failure, sole detachment and material defects under normal wear. It doesn't cover scuffs, natural wear or damage from misuse. If a covered defect appears, contact us with photos and we'll offer a remake or refund.

Delivery times, tracking and where orders ship from. 5 questions

How long does shipping take, and is it free?

U.S. shipping is free on orders over $199. Below that, the shipping cost is shown at checkout. Delivery takes 3–5 business days after your piece is made, and faster shipping, where available, is shown at checkout too.

Do you ship internationally?

Yes, to many countries. Delivery takes 3–10 business days after your piece is made. Duties, taxes and customs fees are paid by the customer and aren't included in the price.

Where is my tracking number?

We email your tracking number as soon as your order ships. Each piece is made to fit first, which takes about 10 business days, so tracking arrives when it leaves the workshop. You can also log in to your account, open the order and select Track package.

Track my order

Where does my order ship from?

Each order ships directly from the workshop that made it, in Mexico, Spain or Pakistan.

Why did my order arrive in more than one package?

If your order includes pieces made in different workshops, each one ships when it's ready.

Holiday timing, gift cards, weddings and corporate orders. 6 questions

When should I order for Christmas delivery?

Order and submit your measurements by December 5 for delivery by December 24 in the U.S. Each piece takes about 10 business days to make, then 3–5 business days to ship, so earlier is better. Short on time? A gift card lets them choose later.

Shop holiday gifts

Do you sell gift cards?

Yes. A Rebels Market gift card lets them choose their own style and size, so it's the easiest gift when you don't know their measurements.

Buy a gift card

I don't know their size. Can I still order a gift?

Yes. Order the U.S. size they usually wear. After checkout, we email you the measurement guide; forward it to them, or confirm the size you ordered. If you'd rather not guess, choose a gift card.

Do you make shoes for weddings and group events?

Yes. Group orders for weddings, black-tie and other events get group pricing, leather tones matched across the group, belts cut from the same leather, and optional embossed initials or a date inside the shoes. We confirm each person's sizing before production. Groups take about 14–21 days to make after that, so plan early. Email support@rebelsmarket.com to book.

Wedding shoes · Black-tie shoes

Which shoes or boots should I wear to a wedding, interview or event?

It depends on the dress code. Our occasion guides suggest styles for each one, and every style is made to fit, so choose the look you want and we make it in your size and width.

Wedding · Black tie · Interviews · Prom · Graduation · Holidays

Do you make corporate gifts?

Yes. Corporate orders get bulk pricing, agreed per order, and can carry your company logo embossed in the leather. There's a minimum order quantity. Email support@rebelsmarket.com to start.

Corporate gifting

Prices, payment options and your account. 4 questions

Do you run sales or discount codes?

No. Every piece is made to fit you after you order, so there's no unsold stock to mark down, and the price you see is the price. Some seasons include a complimentary gift with purchase; the details and conditions are always shown on the offer. Group orders and corporate gifts are priced separately.

What payment methods do you accept?

All major credit cards, PayPal, and other payment methods depending on where you are. Every transaction is encrypted and processed securely.

Can I pay in installments?

Yes. Most products are eligible for installments through Shop Pay Installments or PayPal Pay Later, depending on your location. You'll see the options at checkout.

Do I need an account to order?

No, you can check out as a guest. An account makes it easier to track orders and start a return. We don't have a points or rewards program.

Materials, construction and keeping it in shape. 4 questions

What leather do you use?

Full-grain leather from certified tanneries, with vegetable-tanned leather where it suits the job, such as soles, belts and straps. Suede and nubuck styles are named as such, and each product page lists the leather used.

Choosing your leather

Can my shoes be resoled?

Yes. Our shoes and boots use resoleable construction, so a good cobbler can replace the soles when they wear down. We don't offer resoling ourselves.

How we make our shoes

How do I care for my leather?

Wipe off dirt with a soft cloth, let wet leather dry naturally away from heat, and condition it every few months so it stays supple. Shoe trees help shoes and boots keep their shape.

Leather care guide · Leather conditioner

How should new leather shoes feel at first?

Snug but not painful. New leather is firm at first and softens as you wear it. Our guides explain what's normal and how to break them in.

How new leather should fit · Breaking in leather

Who designs it, who makes it and who checks it. 4 questions

Where is Rebels Market located?

Rebels Market is based in Woodside, California, where we design every style.

About Rebels Market

Where are your products made?

Each piece is made with long-term specialist workshops in León, Mexico; Ubrique, Spain; and Lahore, Pakistan. Each order ships directly from the workshop that made it.

Meet our workshops

Do you own the workshops?

No. We design every style in-house and partner with a small group of long-term specialist workshops. Each order goes to the workshop best suited to that product.

Who checks my measurements?

A fit specialist reviews every set of measurements and any customization before production. If anything looks incomplete or inconsistent, they contact you before your piece is made. It's included with every order.

Inspected returns, graded and priced by condition. 3 questions

What is Second Run?

Second Run by Rebels Market is a small selection of returned pieces. Each one is individually inspected, graded A (like new), B (excellent) or C (good), and sold as a single item at a price set by its grade. Every listing includes a condition report.

How do I know if a Second Run piece will fit me?

Each piece is one fixed size and width, shown on the page, with a note on who it suits best. It isn't made to your measurements, so compare it with a pair that fits you well.

Can I return a Second Run piece?

Second Run pieces are final sale. If yours arrives damaged in transit or not as its condition report describes, email us within 7 days of delivery for a full refund. Second Run pieces don't include the 1-year craftsmanship warranty.

Still have a question?

Talk to a person.

Our team answers before and after you order. We reply within 24 hours on business days.

Mon–Fri, 9 a.m.–5 p.m. PT