Returns, Exchanges, & FAQs
By ordering an item from KMM & Co., you agree to our return policy, our alterations policy, our cancellation policy, and the rest of our terms and conditions. Here's what you need to know about our policies (plus some answers to our most frequently asked questions)!
Returns and exchanges
U.S. return and exchange policy
Since KMM & Co. launched in 2011, we have stood behind our products and made quality a priority. Our goal is to craft heirloom-quality leather goods, and we 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 can be returned for a refund or exchanged if it meets the following criteria:
- The item was purchased from kmmco.com;
- The item is unused and undamaged (in its original condition), or defective;
- It is not a final sale item (which includes items marked "final sale”; one-of-a-kind, branded, scratch-and-dent, and "ready-made" tote bags; items that have been monogrammed or customized; 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 for you. That includes all monogrammed items, and tote bags ordered with longer-than-standard handles, a crossbody strap, a snap closure, or any other modifications to the standard design. Additionally, all branded totes, scratch-and-dent totes, ready-made totes, and other one-of-a-kind items are final sale, and therefore ineligible for return, exchange, or alteration.
Returning or exchanging an item
You have 30 days after receiving your order to initiate a return or exchange. Just email firstname.lastname@example.org with your order number. We will approve your return or exchange and email you a prepaid shipping label. (Items shipped to KMM & Co. without first obtaining our approval will not be accepted.)
Next, you'll ship your item(s) back to us. Returns and exchanges must be shipped promptly once approved. Your prepaid label will expire if unused within 2 weeks. Returns and exchanges shipped outside of this timeframe will only be accepted at the discretion of KMM & Co.
You can track the progress of your return shipment via the USPS website. Please note that when the USPS marks a package as "delivered," it has arrived at a secondary location where the KMM & Co. needs to pick it up for processing.
All returned merchandise will be carefully inspected. You are responsible for returning your items in the same condition you received them, with no damage and no signs of use. We reserve the right to deny a return or exchange if we determine that it does not meet the conditions of our return policy. If the KMM & Co. team finds that your items aren't in new condition, you will be alerted by email and the items will be returned to you.
Returns and exchanges are processed several days each week, but can take up to 7 business days to be completed. Refunds can only be issued to the original method of payment. 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.
International returns and exchanges
The same items that are eligible for return or exchange in the United States are also eligible for return or exchange for international customers. Please reach out to email@example.com 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. Please note that for international returns, you will be responsible for the return shipping cost as well as the original shipping charges.
Policy on repeated returns and refusal of service
We offer a flexible return policy to make it easy to shop online with KMM & Co. However, we monitor the number of returns made by customers, and continued returns (or return attempts in breach of our policies and terms) will be flagged.
We expect occasional returns and are happy to offer free returns. But a return rate much higher than average may affect your eligibility for free returns. At our discretion, you may be asked to cover the cost of shipping your item back to us.
Free shipping and returns are a costly benefit to offer, and repeated returns (or a pattern of ordering items with the intent of returning them) can result in the refusal of future orders. 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, or abuse our staff or policies.
Change and cancellation policy
If you'd like to change or cancel an order, please email firstname.lastname@example.org as soon as possible. We cannot guarantee the ability to change or cancel an order once it's been submitted. Orders of custom items (including totes with longer straps or other customizations) are typically ineligible for cancellation or change. Most orders can't be changed or canceled after 24 hours. If your item has already been assembled, we cannot change or cancel the order.
Our production team will make your accessories exactly as specified in your order, and we'll begin work on your order soon after it's submitted. We take responsibility for making your items as you order them, so we ask that you check your selections and review the description and photos of the item you're ordering.
Please double-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. Additionally, please comply with our monogram and alterations policy if you have special requests.
Please double-check your shipping address before you submit your order. Due to the limitations of the fraud protection policy of our payment processing platform, we are unable to change the shipping address on your order after it's submitted.
Ordering a monogrammed item
Every monogram is stamped by hand, letter by letter, the old-fashioned way. Each monogram is unique, and small variations in spacing and alignment are completely normal with hand-stamped items. All of the letters we use for embossing are the same size and are all capital letters. We don't currently offer lower-case letters or alternate typefaces.
When ordering an item embossed with initials, most customers opt to place their initials in first-middle-last order. 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. 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.
Making special requests for a monogrammed item
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. That includes requests about the placement of the monogram or the orientation of your leather tag or key fob.
Leather tags, key fobs, and other items are not eligible for return or exchange based on the placement or orientation of text or stamps, and customized items are ineligible for return or exchange. If you personalized the leather tag included with your tote bag and opt to return the tote, the tag will be subject to a $10 restocking fee.
Custom orders and requests
Requesting customizations before you place your order
KMM & Co. has a limited capacity to accommodate requests for custom modifications or custom designs. We require that you contact us at firstname.lastname@example.org BEFORE placing your order if you would like to ask us to make modifications to our standard designs.
Our team will confirm whether we can accommodate your request. If we can make the modification you request, additional fees will apply, and your order will be ineligible for return or exchange.
We can’t guarantee the ability to cancel an order; please do not submit an order contingent upon the expectation of customizations that we have not expressly approved. We may be able to cancel your order after you place it, but orders placed with the assumption that we can make customizations that we don't offer will be subject to a restocking fee if canceled.
Requesting alterations after you receive your order
In some circumstances, we are able to make alterations to your KMM & Co. purchase (such as a tote bag or a belt) after you receive it. An item can be altered if it meets the following criteria:
- The item was purchased from kmmco.com;
- It is not a final sale item (which includes items marked "final sale"; items that have been monogrammed or customized; branded, scratch-and-dent, "ready-made," or one-of-a-kind items; and items that have already been altered or customized);
- You are the original purchaser and reach out to request alterations within the allowable return period (30 days from receipt).
If you receive a tote that meets the above conditions and realize that a different drop length would work better for you, or that you'd like to add a crossbody strap, we'd be happy to make those alterations within 30 days of receipt. Similarly, we are happy to alter or exchange belts within 30 days of delivery.
To send a tote back to us for different handles or a crossbody strap, you must be the original owner of the bag and reach out to email@example.com with your order number. A $25 fee for changing the handles applies, (or a $65 fee for adding a crossbody strap), and you will be asked to ship the tote back to us.
Totes that aren't eligible for alterations
Totes are only eligible for alterations within 30 days of delivery. We can’t add longer handles or a crossbody strap to totes that were received outside of that window or were purchased before we began offering these options at kmmco.com.
We are unable to monogram, adjust, or otherwise alter KMM & Co. products that were purchased secondhand or from any source other than kmmco.com. We are also unable to make any alterations to one-of-a-kind or final-sale items, including totes that are designated as branded, scratch-and-dent, or ready-made.
KMM & Co. is unable to make exceptions to this policy, so we ask that you please double-check your selections when ordering a final-sale tote bag.
Warranty and alterations
KMM & Co.'s warranty and repair policy
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 usually eligible for a free repair. Email us at firstname.lastname@example.org with a photo to discuss your options and to learn where to ship an item for repairs, if eligible.
Please note that 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) become soaked, or exposing them to excessive amounts of sun.
KMM & Co. produces leather goods made only of full-grain leathers, and 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. Wear that occurs with regular use and does not affect the structural integrity of the item is not a defect.
Sustainability & materials
Our philosophy on the materials we source and use
KMM & Co. aims to craft timeless leather goods that get better with age and wear. In order to create heirloom-quality goods, we need to use materials that will last a lifetime, and beyond, with proper care. That's why we only use 100% full-grain leather, which we source from tanneries located in the United States and elsewhere.
We order as much of our leather as possible from American tanneries. We do this not only because we want to support other businesses that produce things in America, but also because of the labor laws and environmental protection regulations with which businesses have to comply to operate in the U.S. KMM & Co. does not work with suppliers located in regions with a high risk of labor violations or with lax environmental-protection standards or low rates of compliance with environmental regulations.
One of our primary concerns for our supply chain is environmental sustainability. All of the leather that we purchase is sourced as a byproduct of the meat and dairy industry that would otherwise go to waste. We make a conscious decision to purchase and use hides that are not perfect, and it's important to us to use every part of a hide, even if it's not perfect. You can see that principle in practice at our studio. We've opted to make products out of less-than-perfect sides -- our branded and scratch-and-dent totes -- and to use pieces of scrap leather to make both small accessories and components of our larger items.