Returns, Exchanges, & FAQs
Have questions about returns, exchanges, alterations, or something else? Here's what you need to know about our policies (plus some answers to our most frequently asked questions)!
Returns and exchanges
What is KMM & Co.'s return policy?
Since KMM & Co. launched in 2011, we have stood behind our products. We craft heirloom-quality leather goods and guarantee our products to be free of defects. We'll accept any defective item for a return or exchange.
Additionally, if you aren't happy with your order, you may return or exchange eligible items. An item is eligible for return or exchange if it meets the following criteria:
- The item was purchased from kmmco.com;
- The item is unused and undamaged (in its original condition, without leather conditioner or other treatments added), or defective;
- It is not a final sale item (items marked "sale"or "final sale” or "sample sale" or marked down, one-of-a-kind, branded, scratch-and-dent, "ready-made," mismatched, or mottled totes; items that have been monogrammed or customized, including via the Secret Menu; and items that have been altered);
- You reach out to request a refund or exchange within the allowable return period (30 days from receipt).
We can't accept returns or exchanges on items that are customized. That includes monogrammed items and tote bags ordered with a crossbody strap, a snap closure, or any other modifications. Items customized via the Secret Menu are also final sale. Items purchased from our sale collection or sample sales are also final sale and ineligible for return or exchange. We cannot accept returns or exchanges for items that have been been treated with leather conditioner or other products, or items that have been used. KMM & Co. gift cards are final sale and nonrefundable.
P.S. Some exciting news! Totes ordered with longer-than-standard handles but no other customizations are now eligible for return or exchange. The only exception is the new Mini Travel Tote, which is a final sale item if ordered with longer-than-standard handles.
How can I return or exchange my item(s)?
You have 30 days after receiving your order to initiate a return or exchange. Please email email@example.com with your order number; returns shipped without our approval will not be accepted.
We will approve your return or exchange and email you a prepaid shipping label. Next, you'll ship your item(s) back to us. Please include the packing slip with your return or exchange. Returns and exchanges must be shipped promptly. The prepaid label will expire if unused within 2 weeks, and shipments outside of this timeframe will not be accepted.
All returned merchandise will be carefully inspected. You are responsible for returning your items in the same condition you received them, with no damage or signs of use. KMM & Co. reserves the right to deny a return or exchange if it does not pass inspection – we're a very small company and can't accept items that have been used.
An eligible order can be exchanged once. If you require further exchanges or decide to return an item that you received as an exchange, you will be asked to cover the cost of shipping.
How long will it take to process my return or exchange?
Returns and exchanges take up to 7 business days to be completed once delivered. (Each one needs to be processed and inspected by hand.) Refunds will be issued to the original method of payment, or can be issued as a store credit at your request.
You will receive an email when your return has been processed. If you have questions about how quickly your account will reflect the refund, please contact your bank or card issuer, as they’ll have a better idea than we do on the specific policies for your account.
Are international orders eligible for return or exchange?
The same items that are eligible for return or exchange in the United States are eligible for return or exchange for international customers. However, we cannot generate prepaid return labels for international orders, and the customer is responsible for the cost of shipping the item(s) back to us.
Please reach out to firstname.lastname@example.org within 30 days of receiving your order for instructions on where returns should be shipped. When you return an item, you will receive a refund in the same currency and using the same exchange rate as your original order.
What is KMM & Co.'s policy on repeated returns?
We offer a flexible return policy to make it easy to shop online with KMM & Co. Sometimes, it takes a couple tries to find the perfect bag, and we are happy to make that happen! But like most retailers, we do monitor the number of returns made by customers, and an excessive number of returns will be flagged. A return rate dramatically higher than the average for customers with a similar order history may affect your eligibility for free returns. At our discretion, you may be asked to cover the cost of return shipping.
Here’s the fine print: Your eligibility for free returns isn’t affected unless you’ve made a lot of returns — and we mean A LOT — in quantity and when compared to the total number of orders you’ve placed. Order history is a very important factor. For example, someone who’s ordered two totes and returned one has nothing to worry about! But someone who’s ordered 12 totes and returned six is different — and very unusual — even though their 50% return rate sounds the same. Shipping those six tote bags two ways each is much more expensive than shipping one tote two ways.
A customer who has placed a lot of orders but returned the majority of those totes may be asked to cover the cost of return shipping. This is a fair way for us to keep shipping and returns free for all of our other customers. But please note that this policy applies to very, very few people. If you have questions or are worried about your return history, just let us know!
Free shipping and returns are expensive for small businesses like KMM & Co. to offer, and this policy helps us to keep those services free. Making repeated returns – or ordering items with the intent of returning them – can not only affect your eligibility for free returns but can result in the refusal of future orders. Any decision regarding a customer’s eligibility for free returns is final.
As a note: We also reserve the right to refuse service to customers who contact us with false complaints, file fraudulent claims with their bank or card issuer, attempt to make fraudulent returns, intentionally damage merchandise, or abuse our staff or policies. (Unfortunately, it has to be said.)
Can I order several bags to find the right one and then return the others?
All KMM & Co. items are handmade and made to order. It takes a significant amount of time and resources for us to make and ship each order, and our return policy is not intended to be used to "try on" a large number of bags. Unfortunately, that model is not sustainable for small businesses producing American-made goods. It wastes time and materials, as well as the expenses associated with making and shipping each bag.
If it comes to our attention that you are ordering multiple leather tote bags with the intent to return all or most of them, you may be asked to cover the cost of return shipping and/or pay a restocking fee, at our discretion. If you have questions about which style or leather would be the right fit for you, please just ask!
Change and cancellation policy
Can I change or cancel my order?
If you'd like to change or cancel an order, please email email@example.com as soon as possible! We cannot guarantee the ability to change or cancel an order. To have the best chance of cancelling your order, please email us within 24 hours of placing your order.
Orders of custom items are typically ineligible for cancellation or change. Most final-sale items, including our scratch-and-dent or branded bags or bags customized via the Secret Menu, are not eligible for cancellation. If your item has already been assembled or is already in production, we cannot change or cancel the order.
What if I made a mistake when I placed my order?
We'll make your items exactly as specified in your order, and will begin work on your order soon after it's submitted. If you made a mistake when placing your order, please email us at firstname.lastname@example.org with your order number as soon as possible. We cannot guarantee the ability to change an order.
Please check your selections and review the description and photos of the item you're ordering. Also check color, drop length, style, and embossing. Ensure that you know whether you’re ordering a standard, branded, scratch-and-dent, or ready-made tote. And if you have questions, feel free to ask!
Can I change my shipping address?
Please double-check your shipping address before you submit your order. The shipping address for your order will be exactly what you enter at checkout. We are typically unable to change the shipping address on your order after it's submitted.
Please supply a complete and accurate shipping address. Each order is eligible for free shipping only once. If your shipment is returned to us due to an incorrect address, you will be invoiced for the cost of reshipping the order.
How does monogramming work?
Every monogram is stamped by hand, letter by letter. Each monogram is unique, and small variations in spacing and alignment are normal with hand-stamped items. All of the letters we use for embossing are the same size and are all capital letters.
We can stamp letters, numbers, and some emojis and other symbols, as seen in the GIF on the circle key fob page. When you order a monogrammed item, please double-check your spelling and syntax, as we’ll emboss exactly what you specify.
If you're ordering an item that you'd like monogrammed, please enter your embossing request(s) in the designated box on the cart page. There is no character limit in the box, so feel free to enter as many details as necessary! Monogram details will not be populated in your order confirmation email, but we receive all of the information entered in the box on the cart page.
Where will my item(s) be monogrammed?
Initials are typically embossed in the lower-right hand corner of a leather tag, while a longer word or phrase will typically be centered on the tag. If you choose a word or phrase that is too long to emboss with your leather tag or key fob oriented vertically, we will turn the item horizontally.
If your choice of word or phrase is contingent upon the placement of the embossing or the orientation of the tag or key fob, please email us at email@example.com before placing your order to ensure that we can accommodate your request. (We always do our best to get creative and make it work!)
How can I make a special monogramming request?
Please let us know before you place your order if you have specific requests about the placement of the embossing on your tag, key fob, or other item, including requests about the placement of the monogram or the orientation of your tag or key fob.
No item is eligible for return or exchange based on the placement or orientation of text or stamps, and customized items are ineligible for return or exchange.
Custom orders and requests
Can you customize my tote with features that aren't on your website?
There's a pretty short answer to this question: Unfortunately, no. We are not accepting requests for custom modifications or custom designs at this time. We have a very small team and make everything by hand in our studio in Atlanta. We are not able to make customizations to totes beyond the options offered on the product page or the Secret Menu.
Here's our reason: Offering customizations has caused problems with our production workflow and inventory management in the past. So we have decided against continuing to offer tote customizations that aren't available to select when you place your order.
Can you add a zipper to my tote?
Sorry, but no! (Please see above for our policy on customizing our leather tote bags.) We understand that you might want features that we don't currently offer here at KMM & Co., but that's okay!
There are many, many leather goods brands out there, each with their own unique ideas about what makes the perfect leather tote bag. If KMM & Co. doesn't make your dream bag, chances are very good that somebody else does! No hard feelings, we promise.
Can I order a tote without the handles? How about a mini tote with longer handles?
Nope! We're not able to accommodate orders of custom designs right now, and the top handles are actually a very important part of the design of the both the tote and mini tote. (The mini tote was designed especially for customers who want a crossbody bag that has top handles!)
We are not able to add longer handles to the mini tote, as the handles are designed for carrying the bag by hand, not over the shoulder. But the Mini Travel Tote can be customized with longer handles, so that silhouette might be a better fit for you!
Can you customize my wallet/ clutch/ other accessories?
Unfortunately, we don't have the production capacity to take on custom orders at this time. We're not able to turn your clutch into a wristlet, make a notebook wallet into a checkbook cover, create a custom-sized journal, etc. But we're always happy to hear suggestions and will consider them for future designs.
Just a quick note here: Please do not submit an order contingent upon the expectation of customizations, as we aren't able to accommodate custom orders at this time. Orders placed with the assumption that we can make customizations that we don't offer will be subject to a restocking fee if canceled -- please don't put us (or yourself) in that position.
Can you make alterations after I receive my tote?
In some circumstances, we can make alterations to your KMM & Co. bag after you receive it. After considering feedback from customers, we've opened up our alterations policy to allow alterations on any KMM & Co. bag, even those purchased secondhand or several months or years ago. Please email firstname.lastname@example.org to ask us about alterations.
What will alterations cost?
It costs $50 to change the handles, $65 to add a crossbody strap, or $10 to add a snap closure, and you will be asked to ship the tote back to us. Just make sure that you get in touch with us first, so we know to expect your shipment and can handle it quickly once it arrives!
Warranty and alterations
What kind of warranty do you offer? Will you repair my tote if something goes wrong?
We stand behind our products, and we're happy to repair any of them in the event of a failure of materials or craftsmanship. If a product fails due to our error or a defect in the materials we've chosen, it's eligible for a free repair. It's very rare, but we'll definitely take care of you if something happens! Full-grain leather should last a lifetime with proper care.
Email us at email@example.com with a photo to discuss your options and to learn where to ship an item for repairs, if eligible. We'll get back to you ASAP.
What isn't covered by KMM & Co.'s warranty?
Damage from anything other than normal use is not covered by our warranty and repair policy. Leather goods will last a long time, but only if they are used as intended and cared for properly. We recommend against letting leather goods made by KMM & Co. (or any other brand, for that matter!) become soaked, or exposing them to excessive amounts of sun. Similarly, pets and leather bags typically aren't a good match, and dragging a bag along the ground can damage the leather.
KMM & Co. produces leather goods made only of full-grain leathers. We do not use corrected-grain or other altered leather. All of our leather is intended to show wear and acquire a patina with age and use. Cosmetic wear that does not affect the structural integrity of the item is expected and is not a defect.
That said, we're happy to help with repairs even if something happens that isn't covered by our warranty! (Did your dog chew through your tote's handles? You wouldn't be the first!) Just get in touch at firstname.lastname@example.org and we'd be happy to let you know what repair options we can offer.
Contact KMM & Co.
I have a question that's not answered here. How can I contact you?
The best way to get in touch with us is to email us at email@example.com. Our customer service team doesn't work 24/7, but we'll do our best to get back to you within a business day or two. We're a very small team and don't have the resources to offer customer support over the phone. But email us and we'd be happy to answer any questions you might have!
Where else can I contact you?
We do our best to respond to comments on Facebook and Instagram, but if you have a question about your order, please get in touch with us by emailing firstname.lastname@example.org. We can sometimes answer Facebook messages (but will direct you to email email@example.com if you have questions about a specific order). We're not able to respond to direct messages on Instagram. Please email us instead!
Can I stop by your studio?
Our studio and showroom are currently closed to the public. Please note that we are not taking appointments for studio visits, and we are not able to offer in-store pickup at this time.
We are doing our best to keep our team and our community safe and healthy, and we look forward to opening our showroom to the public again when it's safe for us to do so. Under normal circumstances, visits to our studio are open by appointment. We miss you and will make an announcement when the studio is open again!