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
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), or defective;
- It is not a final sale item (items marked "sale"or "final sale”, one-of-a-kind, branded, scratch-and-dent, "ready-made," mismatched, or mottled totes; 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. That includes monogrammed items and tote bags ordered with a crossbody strap, a snap closure, or any other modifications. Items purchased from our sale collection are also final sale and ineligible for return or exchange.
P.S. Some exciting news! For orders placed on or after November 20, totes ordered with longer-than-standard handles are now eligible for return or exchange!
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; items shipped to KMM & Co. 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. 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 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 and no signs of use. (KMM & Co. reserves the right to deny a return or exchange if we determine that it does not meet the conditions of our return policy – we're a very small company and can't accept items that are no longer new and cannot be resold.) 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. 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.
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 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. Please note that for international returns, you will be responsible for the return shipping cost as well as for the original shipping charges.
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. However, we monitor the number of returns made by customers, and an excessive number of returns (or return attempts in breach of our policies) will be flagged. 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 return shipping.
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.
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, or abuse our staff or policies.
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! Please note that we cannot guarantee the ability to change or cancel an order.
Orders of custom items are typically ineligible for cancellation or change. If your item has already been assembled, we cannot change or cancel the order.
What if I made a mistake when I placed my 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 will make 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.
Can I change my shipping address?
Please double-check your shipping address before you submit your order. The shipping address associated with your order will be exactly what you submit at checkout. 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.
Please ensure that you supply a complete and accurate shipping address when you place your order. Each order is eligible for free shipping only once. If your shipment is returned to us due to an incorrect or insufficient 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 don't offer lower-case letters or alternate typefaces.)
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.
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 firstname.lastname@example.org before placing your order to ensure that we can accommodate your request.
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. If you personalize the leather tag included with your bag and choose to return the tote, the tag will be subject to a $10 restocking fee.
Custom orders and requests
Can you customize my tote?
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.
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 ideal 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 accepting custom orders 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 also had 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.
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.
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 significant restocking fee if canceled -- please don't put us (or yourself) in that position.
Can you make alterations after I receive my order?
In some circumstances, we can 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 "sale" or "final sale"; items that have been customized; branded, scratch-and-dent, "ready-made," mismatched, mottled, 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).
Here's an example: If you receive an eligible tote and realize that a different drop length would work better for you, or that you'd like to add a crossbody strap, we can make those alterations within 30 days of receipt. Please email email@example.com with your order number to find out if your order is eligible for alterations.
What will alterations cost?
It costs $25 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 our approval first, so we know to expect your shipment!) To send a tote back to us for different handles, a crossbody strap, or a snap closure, you must be the original owner of the bag and contact us with your order number.
Which totes aren't eligible for alterations?
Totes are eligible for alterations within 30 days of delivery. We can’t add longer handles, a crossbody strap, or a snap closure to totes that were received outside of that window.
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, ready-made, mismatched, or mottled. Totes purchased from our sale collection are also final sale and ineligible for alterations.
We're so sorry that we can't say "yes" to every request for alterations. But if every tote we've ever made remained eligible for alterations forever, we would probably never have the time to fulfill new orders.
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 firstname.lastname@example.org 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.
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. 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 email@example.com 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 firstname.lastname@example.org. 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 email@example.com. We can answer Facebook messages (but will direct you to email firstname.lastname@example.org 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?
Unfortunately, due to public health recommendations regarding the coronavirus pandemic, 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. 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. We miss you and will make an announcement when the studio is open again!