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?
Ever since KMM & Co. launched in 2011, we've been proud to stand 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"; items that have been monogrammed or customized, including via the Secret Menu; and items that have been altered or treated with leather conditioner or other products);
- You reach out to request a refund or exchange within the allowable return period (15 days from receipt).
Returns refunded to the original method of payment are subject to a 15% restocking fee. Returns refunded to KMM & Co. store credit or applied to an exchange are not subject to a restocking fee. KMM & Co. gift cards are final sale and nonrefundable.
Please visit KMM & Co.'s new Returns and Exchanges portal to request a return or an exchange. We will approve your return or exchange and email you a prepaid shipping label. Next, you'll ship your item(s) back to us, and we'll process your return or exchange when the shipment arrives back in our studio. We are always available at hello@kmmco.com if you have questions along the way.
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 hello@kmmco.com within 15 days of receiving your order for instructions on where returns should be shipped.
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. That might be fine for big-box stores that have all of the inventory sitting on warehouse shelves, ready to go. But that model isn't sustainable for small businesses producing American-made goods. If you need help figuring out which bag will be best for you, please email us at hello@kmmco.com! We're happy to help you decide!
Change and cancellation policy
Can I change or cancel my order?
If you'd like to change or cancel an order, please email hello@kmmco.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 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.
Alterations, warranty, and repairs
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 hello@kmmco.com 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!
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 hello@kmmco.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 or friction. 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 hello@kmmco.com and we'd be happy to let you know what repair options we can offer.
Please note that KMM & Co. produces leather goods made only of full-grain leathers. 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. But we realize that the first scratch on a brand-new bag can be painful. We're happy to make leather care recommendations if you email us at hello@kmmco.com.
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 hello@kmmco.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!
Can I stop by your studio?
Our studio and showroom in Atlanta are open to the public by appointment. Please email us at hello@kmmco.com to set up a time to stop by!