Returns, Exchanges, & FAQs
Returns and exchanges
KMM & Co.'s return policy
Since KMM & Co. launched in 2011, we've stood behind our products and made quality a priority. We guarantee our products to be free of defects, and 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 your purchase. An item can be returned for a full 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, such as tote bags ordered with longer-than-standard handles, a crossbody strap, 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.
Please note that by ordering an item from our store, you are agreeing to our return policy, our alterations policy, our cancellation policy, and the rest of our terms and conditions.
You are responsible for double-checking the spelling and syntax in your monogramming request, as we’ll emboss exactly what you specify. All of the letters we use for embossing any of our products are the same size and are all capital letters. (We don't currently offer lower-case letters.) When ordering an item monogrammed, most customers opt to place their initials in first-middle-last order. We can stamp letters, numbers, and some emojis and other images, as seen in the GIF on the circle key fob page.
If you choose to have your initials embossed on your leather tag, we typically emboss them in the lower-right corner of the tag. If you specify a longer word or phrase, it will typically be centered on the tag. If you choose a word or phrase that is too long to emboss with the tag oriented vertically, we will turn the tag horizontally.
Please let us know before you place your order if you have specific requests about the placement of the embossing on your tag. If your choice of word or phrase is contingent upon the placement of the embossing or the orientation of the tag, please email us at email@example.com BEFORE placing your order. Tags are not eligible for return or exchange based on the placement of text or stamps on the tag.
You can look at examples of embossed items on our website to see the scale of the letters and how they compare to the item you're considering, or email firstname.lastname@example.org if you have questions.
Monogrammed items or those embossed with other forms of personalization are ineligible for return or exchange. If you chose to personalize the leather tag included with your tote bag and opt to return the tote, the tag will be subject to a $10 restocking fee in the event of a return.
How to return or exchange an item
You have 30 days after receiving your order to initiate the process of returning or exchanging your purchase. If your item is eligible for a return or exchange, and meets the criteria outlined above, please email email@example.com to start your return or 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 after the shipment arrives in our studio. Returns and exchanges must be shipped promptly once approved. Your prepaid label will be voided if unused within 2 weeks. We expect all shipments of items to be returned or exchanged to arrive within 2.5 weeks of our approval of the return or exchange. Returns and exchanges made 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. Shipments do not typically arrive at the KMM & Co. studio until 1 to 2 business days after the USPS marks them as delivered.
All returned merchandise will be carefully inspected, and returns and exchanges are subject to KMM & Co.’s approval. To be accepted for return or exchange, all items must be in original condition, and you are responsible for returning your items in the same condition you received it, with no damage or signs of use. Returns and exchanges are processed several days each week, but can take up to 7 business days to be completed.
Refunds will be issued to your original method of payment. If, due to special circumstances, we've approved a refund after 30 days, your refund will be issued as store credit only. 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.
We reserve the right to deny a return or exchange if we inspect your items and determine that they don't meet the conditions of our return policy. We are unable to accept returns of items that have been used or damaged. If the KMM & Co. team inspects your items and finds that they aren't in new condition, you will be alerted by email and the items will be returned to you.
Items shipped to KMM & Co. or dropped off at Citizen Supply without first obtaining our approval for a return or exchange will not be accepted and will be sent back to you.
KMM & Co.'s 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 don't guarantee the ability to change or cancel an order once it's been submitted. Our production team will make your accessories exactly as specified in your order, and the KMM & Co. team will begin work on your order very quickly after it's submitted. We take responsibility for making your items as you order them, so it’s important for you to check your selections (and to look at the photos and description of the item you’re ordering).
Orders of custom items (such as tote bags with longer handles, a crossbody strap, or other customizations) are typically ineligible for cancellation or change. Most orders are not able to be changed or canceled after 24 hours have elapsed since you placed your order.
If your item has already been assembled, we cannot change or cancel the order. Please double-check color, drop length, style, and embossing to ensure that you purchase the right item when submitting your order. Ensure that you know whether you’re ordering a standard, branded, scratch-and-dent, or ready-made tote. Additionally, please comply with our guidelines below if you plan to request custom modifications or alterations to your items.
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.
At our discretion, repeated returns may lead to future orders being refused. We also reserve the right to refuse service to customers who contact us with false complaints or file fraudulent claims with their bank or card issuer.
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 manufacturer error, it's usually eligible for a free repair.
Please note that damage from anything other than normal use is not covered by our warranty and repair policy. Additionally, please keep in mind that KMM & Co. produces leather goods made only of full-grain leathers, which are designed to show wear and acquire a patina with age and use. Wear that occurs with regular use and does not affect the integrity of the item is not a defect.
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.
Requesting alterations or customizations for a KMM & Co. product
KMM & Co. has a limited capacity to accommodate requests for custom modifications and alterations. 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 customer service 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.
As per our cancellation policy (above), we can’t guarantee the ability to cancel an order once it has been submitted. Please do not submit an order contingent upon the expectation of customizations that we have not expressly approved. Such orders may be subject to a restocking fee if canceled.
In some circumstances, we are able to make alterations to your KMM & Co. purchase 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, we'd be happy to change the straps within 30 days of receipt of the order provided that your order is eligible for alterations.
To send a tote back to us for different handles, 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 straps applies, and you will be responsible for the cost of shipping the tote back to us for alterations. Totes are only eligible for alterations (such as changing the handles or adding a crossbody strap) within 30 days of delivery. We can’t add longer handles or a crossbody strap to totes 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.
We are unable to make exceptions to this policy, so please select your drop length carefully when ordering a final-sale tote bag.
Sales & promotional codes
KMM & Co.'s policy on promotional codes
KMM & Co. offers promotional codes and sales that you can find out about on our social media profiles, as well as on our website. You can also interact with the spinning wheel app on our website, where you can enter your email address to win a discount code to apply to your order.
All of the promotional codes and sales that we offer throughout the year are subject to the following restrictions:
- Promotional codes can't be combined with each other or with other sales;
- Discount codes and sales don't apply to past purchases;
- Orders are ineligible for price adjustment after they ship (i.e., after our system generates a shipping confirmation email);
- KMM & Co. is not obligated to allow customers to redeem expired discount codes or to honor sales that have ended.
You can redeem a promo code or discount at checkout. Look for the "gift card or discount code" box. If you're checking out on your phone or tablet, you'll need to tap the "order summary" at the top of the page to apply the discount code to your order.
If you forgot to apply your discount code, KMM & Co. is happy to make a one-time price adjustment on full-price merchandise after you place your order, but before your order has shipped.
Orders are ineligible for price adjustment after they ship. (Once a shipping confirmation message has been generated, your order has shipped.) Items not purchased at full price are ineligible for price adjustments.
Sales that KMM & Co. runs for holidays and other occasions do not apply to past orders and cannot be applied as a price adjustment. We can’t process a price adjustment for a promotion code or sale that wasn’t valid when your order was placed.
To find out if your order is eligible for a price adjustment, please reach out to firstname.lastname@example.org.
Military discount & Teacher discount
KMM & Co. is happy to offer a military discount for active service members and veterans. Please drop us a quick line at email@example.com and we'd be happy to get you a promo code!
We also offer a teacher discount. Reach out to our customer service team at firstname.lastname@example.org, and we'll share a special promo code with you.