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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 (in its original condition), or defective;
  • It is not a final sale item (which includes items marked "final sale," 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.

Monogrammed items or those embossed with other forms of personalization are also ineligible for return or exchange. You are responsible for double-checking the spelling and syntax in your monogramming request, as we’ll emboss exactly what you specify. Please note that all of the letters we use for embossing are the same size, so most customers opt to place their initials in first-middle-last order. If you personalized the leather tag included with your bag, the tag will be subject to a $10 restocking fee in the event of a return.

Please note that by ordering an item from our store, you are agreeing to our return policy and to the rest of our terms and conditions. 

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 hello@kmmco.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 refund when the shipment arrives in our studio. 

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.

Returns and exchanges must be shipped promptly once approved. The return label will be voided if unused within 2 weeks. Returns made outside of this timeframe will only be accepted at the discretion of KMM & Co.

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. Items shipped to KMM & Co. 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 hello@kmmco.com as soon as possible. We don't guarantee the ability to change or cancel an order once it's been submitted, as our production team will make your accessories exactly as you specify, and will get to work on your order very quickly after it's submitted. 

Orders of custom items (such as tote bags with longer handles, a crossbody strap, or other custom modifications) 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 are not able to change or cancel your order. Please double-check color, drop length, and style ordered to ensure that you purchase the right item when submitting your order.

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 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 repairs

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. Damage from anything other than normal use is not covered by our warranty and repair policy. 

Email us at hello@kmmco.com with a photo to discuss your options and to learn where to ship an item for repairs. 

Requesting alterations for a KMM & Co. product

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, 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 your tote and realize that a better 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 hello@kmmco.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.

We are unable to monogram, adjust, or otherwise alter KMM & Co. products that were purchased secondhand or from other sources. 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.

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, and 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 orders;
  • 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.

Price adjustments

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.) Items not purchased at full price are ineligible for price adjustments. To see if your order is eligible for a price adjustment, please reach out to hello@kmmco.com.